Report a problem
Last updated: August 2026
Something not working? Tell us exactly what happened and we will investigate. Please do not send confidential documents.
What you can report
- A tool that fails or errors out
- Incorrect or surprising output
- Upload problems
- Conversion problems
- OCR problems
- A security concern
- An accessibility issue
What to include
- The exact tool name (for example “PDF to Word”).
- Your browser and device (for example “Chrome on Android”).
- The input file type and size.
- Any error message you saw.
- What you expected to happen instead.
Important
Describe problems instead of attaching sensitive documents. If a file must be shared for diagnosis, use a redacted or sample version and never include personal or financial data.
How to send it
Email support@paperly.app with the subject “Problem report”. For security issues, use the subject “Security”.
What happens after you report
Reports are reviewed in the order they arrive. Where the cause is clear, we fix it and note the fix in the changelog. If we need more detail, we reply with specific questions — so the more context you give up front, the faster the fix.
Common causes and quick checks
| Symptom | Quick check |
|---|---|
| File will not upload | Is it a supported format? Check the Supported formats page. |
| Tool errors immediately | Is the PDF password-protected? Unlock it first. |
| Output looks wrong | Is the source file valid? Corrupted PDFs produce unreliable results. |
| OCR text is poor | Scan quality matters — higher resolution and less skew help a lot. |
| Page is slow | Very large files are limited by browser memory; try a smaller file. |
If none of these checks apply, the report is still worth sending. Bugs that only appear in specific browsers or with specific files are exactly the ones we cannot find on our own — your report is how they get fixed.
FAQ
No — describe it instead. If a sample file must be shared, redact it first and never include personal or financial data.