How can we help?
We're a small team and we read every message ourselves — no ticket maze, no chatbot. Email us and a real person will reply.
What's it about?
Pick a topic to open an email with the subject already filled in.
Bugs & compression problems
A file that won't compress, a result that looks wrong, or something on the site that's broken.
Email us →Billing & subscriptions
Upgrades, cancellations, invoices, or a charge you don't recognise.
Email us →Privacy & data requests
Ask for a copy of your data or a correction. You can delete your account yourself from the account page.
Email us →Feedback & ideas
A format you'd like supported, a feature that would save you time, or anything we could do better.
Email us →Get an answer faster
Most compression problems depend on the file and the device. Including these details usually lets us solve it in one reply instead of three.
Please don't attach the video itself unless we ask — a description and a screenshot are almost always enough.
- Your device and browser (for example: Windows 11, Chrome)
- The file's format, size, and roughly how long the video is
- The settings you used — preset, target size, or codec
- What you expected, what happened instead, and any error message
- For billing: the email on your account (never send card details)
Quick fixes
The answers to the questions we get most often.
Compressing in the browser needs a lot of memory, and phones have much less than computers. Close other tabs and apps and try again, or use a computer for very large files. On phones and tablets, files over 80MB are sent to our server automatically for this reason.
The Free plan handles files up to 500MB each. Paid plans raise the limit to 10GB per file — see the Pricing page. Trimming the video before compressing also helps.
Your video was probably already well compressed — common with files exported from social apps. Try the Superb preset, set an exact target size, or choose the H.265 codec under Advanced settings.
Compressed videos are always saved as MP4, which plays almost everywhere. If an AVI or MKV won't preview in the Thumbnail Grabber, your browser can't decode it — compress it to MP4 first, then grab the frame from that.
Use 'Forgot password' on the login page. We'll email you a reset link that works for one hour. Check your spam folder if it doesn't arrive within a few minutes.
Go to your account page and choose Manage billing. Your plan stays active until the end of the period you've paid for, then moves to Free automatically.
Still stuck? Read the full FAQ, check our Privacy Policy and Terms, or email us.