Before You Write: Quick Self-Checks
The three most common "support" issues have instant answers: a conversion refused because you hit the daily cap (10/day for guests, 20/day for free accounts), an upload rejected for being too large (see the file size limits), or a download link that stopped working because the file passed its retention window. If your situation matches one of those, the linked articles explain the fix- Usually waiting for the daily reset, creating a free account, or re-converting the source file.
How to Reach Us
Use the contact link in the site footer to open the support form- It routes straight to the support inbox. Logged-in users get their account email attached automatically, which helps us find your conversion history when investigating; guests should mention roughly when the problem happened, since we have no other way to locate the job. Support handles technical problems, billing and refunds for paid plans, privacy and data-deletion requests, and format questions the supported formats list does not cover.
What to Include for a Fast Answer
For conversion problems, the golden details are: the source format and file size, the output you selected (format and bitrate), roughly when the conversion ran, and the exact error message if one appeared. If a converted file plays but sounds wrong- Clipped, silent, sped up- Say which player you tested in. You generally should not attach the audio file itself in the first message; if we need it, we will ask and provide a private upload route.
Response Times and Billing Issues
Support replies to most messages within one to two business days; billing and privacy requests are prioritized. For subscription changes- Upgrades, downgrades, cancellations- You can act immediately from your account settings without waiting for support, and cancelling always takes effect at the end of the current billing period with no partial lockout. Data-deletion requests are confirmed by email once complete, in line with our privacy practices. If you have not heard back within three business days, reply to your original message rather than opening a new thread- It keeps the history in one place and gets picked up faster.