One inbox, read by a real person. Most messages get a reply within two working days.

Before you write in

A few things come up often enough that checking them first will usually get you an answer faster than we can.

A tool could not read my file

Browsers only decode certain formats natively. HEIC photos from an iPhone, RAW camera files and some older video codecs cannot be opened by a browser at all.

Converting to JPEG or MP4 first will usually solve it. If the file is a common format and still fails, please do write in and tell us the format and your browser.

The tool is slow with a big file

Processing happens on your device rather than a server, so speed depends on your hardware. Large video files on an older phone can take a while.

Using a desktop browser, or closing other tabs to free memory, makes a noticeable difference.

The EXIF tool says no metadata found

That is a normal result. Screenshots, images already shared through a messaging app, and PNG files typically carry no EXIF at all — many platforms strip it on upload.

It means there is nothing to remove, which is good news rather than a fault.

Can you add a downloader for Instagram or TikTok?

No. Those need a server that talks to the platform, which brings real cost, a legal grey area, and constant breakage. We removed ours deliberately and are not planning to bring them back.

What to include in a bug report

These four things let us reproduce a problem immediately and save a round trip:

  • Which tool you were using
  • The file type and rough size
  • Your device and browser — for example, iPhone with Safari, or Windows with Chrome
  • What you expected to happen, and what happened instead

Please do not email us the file itself. We do not want a copy of it, and we almost never need one to diagnose the problem.

Response times

Support and general enquiries are usually answered within two working days. Privacy matters are prioritised. We are a small operation, so please allow a little patience during busy periods.

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