Email [email protected]. Tell us what you were trying to do and the message you saw. Include your purchase reference if you have one.
Don’t send your private file, password or card details. We don’t need them to understand a support request.
I don’t know where to start
Choose your locked file. We’ll check whether we can help for free, without uploading or changing your original. You don’t need to know the file type or how it was protected.
If an unlocked copy or saved password is ready, it costs $9.99 USD to download or reveal it. A password search on our servers costs $9.99 USD even if it finishes without finding the password. Tax may apply. There is no subscription, and you decide whether to pay.
You couldn’t prepare my file
You haven’t been charged for checking it or for an unsuccessful attempt to prepare a copy on your device. It may use protection we don’t support, or it may be damaged. Try another copy from the sender or a backup.
If the PDF already has no password protection but still won’t open, a password search won’t fix that problem. Ask the sender for a fresh copy or tell support the exact error your usual app shows.
Some ZIPs need another unlocked copy of a file inside them. Without a matching copy, our ZIP method can’t help. Some older documents can be searched on your device, but that can take days or longer. Pause and save progress before closing the tab.
See supported files and limits.
I paid, but the connection stopped
Don’t pay again. Return to the file tab and use Check this purchase or Check purchase again, whichever is shown. These check your existing purchase.
If you closed the tab, open recovery in the same browser and choose View purchase under your recent purchases. Select your original file again when asked. Keep any extra files you used for ZIP recovery.
Payment confirmation can take time. If the payment or result remains unresolved, email support with your purchase reference. If a service failure prevents us from completing a paid password search, you receive a full refund. Your payment provider may take additional time to display it.
The search didn’t find my password
A supported file is not a guarantee that we can find its password. A completed search on our servers is charged even when it finds no match. A long or random password may be beyond what that search can find.
Before paying for another attempt, check your password manager, the message that came with the file, backups, and the person who sent it. We don’t automatically buy or start another attempt.
I lost my result after closing the tab
Return in the same browser and choose the existing purchase. Select the exact original file again. We may need to prepare your copy again because files and prepared copies aren’t stored on our servers. Reusing that purchase during its access period does not require another payment.
You can access a paid result prepared on your device again for seven days after payment. Passwords found on our servers are available for up to 72 hours after recovery. Save the download or password before leaving. The browser remembers purchases for 30 days; clearing its cookies removes that access. Contact support before creating another purchase if you can’t find yours.
Closing a tab does not cancel a search on our servers. Use its cancellation button and wait for confirmation. Searches that have already started are charged for the attempt.