Support

Need help with FilesMagic on the web or on iPhone? Here's how to reach us and answers to the questions we hear most.

Contact us

Email ashihab@thenexren.com and we'll get back to you. If you're reporting a failed conversion, include the request ID and error code shown in the app or on the site - it helps us find the exact issue without you having to resend your file.

Common topics

My conversion failed. What do I do?

Try again first - most failures are a bad or unsupported source file. If it keeps happening, contact us with the conversion you tried (for example DOCX to PDF) and, if the app or site showed one, the request ID and error code. That's enough for us to trace the specific failure without you needing to resend the file.

Why won't my PDF convert?

Two common reasons: the PDF is password-protected (remove the protection first, since FilesMagic does not attempt to bypass it), or, for PDF to Word specifically, the PDF is a scan or photo with no selectable text, which requires OCR that FilesMagic doesn't currently perform.

Is my file stored anywhere?

FilesMagic has no accounts and no file library. A file you convert is processed in a temporary workspace that is removed once processing completes, including when a conversion fails. See the Privacy Policy for the full detail.

What's the maximum file size?

Up to 25MB per file for server-processed conversions. Converting a JPEG, PNG or WebP image to PDF runs in your browser on the website and has no server-side limit.

Is the iPhone app different from the website?

Both use the FilesMagic conversion service, and the app needs an internet connection to convert. The app is built for a quick mobile workflow; the website works in any modern browser.