Support Center

What file formats do you support?

We support 20+ image formats including JPG, PNG, WebP, AVIF, GIF, BMP, TIFF, ICO, SVG, HEIC, HEIF, RAW, CR2, NEF, DNG, PSD, AI, EPS, PDF, and JXL. We're constantly adding support for new formats.

What's the maximum file size I can upload?

Free plan users can upload files up to 20 MB. Pro plan subscribers can upload files up to 100 MB. If you need to convert larger files, please contact us for custom solutions.

How long do you keep my files?

All uploaded files are automatically deleted from our servers within 24 hours. We do not store, access, or share your files with any third parties.

Is my data secure?

Yes! We use 256-bit SSL encryption for all data transmission, and all files are processed on secure servers. We're GDPR compliant and take your privacy seriously. Read our Privacy Policy for more details.

Can I cancel my Pro subscription?

Yes, you can cancel your Pro subscription at any time from your account settings. Your subscription will remain active until the end of your current billing period, and you won't be charged again.

Do you offer refunds?

Due to the nature of our service, subscriptions are non-refundable. However, if you experience technical issues or are unsatisfied with the service, please contact us and we'll work to resolve the situation.

How does the API work?

Our API is available to Pro plan subscribers. You'll receive API credentials in your account dashboard. Full documentation is available at api.convertorio.com/docs. The API supports RESTful requests and returns JSON responses.

What happens if I exceed my daily conversion limit?

If you reach your daily limit (5 for Free, 1,000 for Pro), you'll need to wait until the next day (resets at midnight UTC) or upgrade to a higher plan. Contact us if you regularly exceed Pro plan limits for enterprise pricing.

Why is my conversion taking so long?

Conversion time depends on file size, format complexity, and current server load. Most conversions complete within seconds. Pro users get priority processing. If your conversion is taking unusually long, please contact support.

Can I convert multiple files at once?

Currently, files must be converted one at a time through the web interface. Pro plan users can use the API to automate batch conversions programmatically.

Do you compress images during conversion?

We maintain the highest quality possible during conversion. Some formats (like WebP and AVIF) offer better compression than others while maintaining quality. You can adjust quality settings for certain formats during conversion.

What browsers do you support?

Convertorio works best on modern browsers including Chrome, Firefox, Safari, and Edge (latest 2 versions). Some features may not work on older browsers or Internet Explorer.

Upload Failed

• Check that your file size doesn't exceed your plan limit
• Ensure the file format is supported
• Try a different browser or clear your browser cache
• Check your internet connection
• Disable browser extensions that might interfere

Conversion Error

• Verify that your file isn't corrupted
• Try converting to a different format first
• Reduce file size if possible
• Contact support with the error message

Download Not Working

• Check your browser's download settings
• Ensure pop-ups aren't blocked
• Try right-clicking the download button and select "Save As"
• Clear browser cache and try again

Can't Login

• Use the "Forgot Password" link to reset your password
• Check that you're using the correct email address
• Clear browser cookies and cache
• Try a different browser
• Contact support if you still can't access your account

How do I upgrade to Pro?

Click on your profile in the top right corner, select "Upgrade to Pro", choose your payment method, and complete the checkout process. Your Pro features will be activated immediately.

How do I update my payment information?

Go to Account Settings > Billing > Update Payment Method. Your new payment method will be used for future charges.

Can I get an invoice for my subscription?

Yes! All Pro subscribers receive automatic email invoices for each payment. You can also download past invoices from your account billing section.

How do I delete my account?

Go to Account Settings > Privacy & Security > Delete Account. This action is permanent and will delete all your data. Active subscriptions will be cancelled immediately.

API Documentation

Complete API documentation is available at api.convertorio.com/docs. Includes code examples in multiple languages, authentication guides, and rate limit information.

API Rate Limits

Pro plan API access includes 1,000 conversions per day with a rate limit of 10 requests per second. Enterprise plans offer higher limits. Contact us for custom solutions.

Webhooks

Webhooks are available for Pro users to receive real-time notifications when conversions complete. Configure webhooks in your API settings dashboard.