Support
We answer our own email.
There is no ticket queue and no bot in front of us. Write in whatever language you think in — one of the people who built the app writes back in it, usually within a working day.
[email protected]- Answered by
- The people who wrote the app
- Usually within
- One working day
- We answer in
- Any language — write in your own
- Refunds
- Handled by Apple, not by us
01
Before you write
Four things
Four lines that turn a support email into a fix.
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01
The app and its version
Settings, at the bottom of the screen. A version number turns “it crashes” into a build we can check out.
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02
Your device and iOS version
Settings › General › About. Half of the hard bugs are one iOS release wide.
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03
What you did, and what happened instead
In the order it happened. “Then nothing appeared” is a finding; “it doesn’t work” is not.
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04
The details of whatever went wrong with
If the app shows an info screen for a file — its format, its streams, its size — paste what it says. That is usually the whole bug.
02
Common answers
Six that come up most
01 Something failed and the app did not say why
Tell us what you did, what you did it to, and what happened instead. If the app has an info screen for the file involved, paste what it says. Nearly every failure of this kind turns out to be one specific format inside one specific container — and that detail is exactly what lets us reproduce it.
02 I paid, and the purchase is not showing
Open the app’s settings and tap Restore purchases. A purchase is tied to the Apple Account that made it, so check the device is signed in with the same one. If it still does not appear, send us the date of purchase and we will work through it with you.
03 How do I cancel a subscription?
Subscriptions are managed by Apple, not by us: open the Settings app, tap your name, then Subscriptions. Cancelling at least 24 hours before the period ends stops the next renewal. A one-time unlock has nothing to cancel.
04 How do I ask for a refund?
Refunds are handled entirely by Apple, at reportaproblem.apple.com. We cannot issue them — but if something in an app misled you, tell us, because that is a bug on our side.
05 Can you recover files I deleted?
No. Files live only on your device and we hold no copy of anything. Deleting inside the app removes the file from the device; if it was also in the Files app or Photos, that copy is untouched.
06 Do you take feature requests?
Yes, and they shape the roadmap more than anything else does. Tell us what you were trying to do rather than which button to add — the problem is more useful to us than the solution.
03
Per app
Formats, limits, questions