A useful download report
Explain whether the issue occurred while finding formats, preparing the file, transferring it or playing it. Include your browser, device, the selected format and the visible error text. For the optional extension, include its version. A job reference can help identify a request while it still exists. A report such as “the file is audio-only in my player after saving MP4” is more actionable than “it does not work”.
Before sending a source link
Only send a URL or recording that you are authorised to share. Do not send a password, session cookie, private pairing token, full card number or account recovery code. If the issue concerns a private source, explain its type without exposing credentials. We may be able to distinguish an unsupported source from an application error without seeing the underlying recording.
Payments and subscriptions
Include the account email, plan, approximate purchase date and receipt reference. Tell us if the problem is a duplicate charge, access activation, cancellation or a refund request. Use Manage billing on the homepage if it is available for your account. Do not purchase again simply to refresh a delayed activation. The billing policy describes recurring plans and the role of Stripe.
Privacy and rights
Use “Privacy request” or “Rights complaint” in the subject so the message can be routed appropriately. Describe your relationship to the information or protected work and what action you seek. We may ask for proportionate clarification, but a request should not begin by collecting excessive identity documents. The privacy and copyright policies explain the respective routes.
Suggestions and feedback
Describe the task you were trying to complete and the outcome you expected. A reproducible example is helpful, but avoid including personal data unnecessarily. Feedback does not create a promise to implement a particular source, format or completion date. We have not invented a round-the-clock response guarantee or a public reviews system that does not exist.
Where to read first
The guides cover creator archives, workshops, interview audio, phone downloads and team training. For costs and renewals, use pricing. For your obligations and data handling, use the legal hub. Prepared media is temporary, so save an available file before waiting for support rather than treating a processing link as permanent storage.