--- title: "Contact support and include the details we need" description: "How to reach PDFBetter support through the contact form or support@pdfbetter.com, and which details help us fix your problem on the first reply." url: https://help.pdfbetter.com/troubleshooting/contact-support-details/ collection: "Troubleshooting" section: "Browser & support" updated: 2026-10-18 publisher: "PDFBetter (AI Generated Inc.)" --- # Contact support and include the details we need > Use the [contact form](https://pdfbetter.com/contact/) (also under **Help** → **Contact support** in the app) or email support@pdfbetter.com. Include your account email, what you were doing, the exact error message, your browser and the time it happened. A person reads every message and replies within two business days. 1. **Open the contact form**: Go to [Contact](https://pdfbetter.com/contact/), or in the dashboard click the question mark (**Help**) → **Contact support**. 2. **Choose what it's about**: Pick from **What's it about?**: **A question**, **Something isn't working**, **Billing**, **A page or form is outdated**, **A page or template is broken** and more. 3. **Add your email and the page**: Enter **Your email** (the one on your account helps us find it) and the **Page URL** if it's about a specific page. 4. **Describe it and send**: Write what happened in **Message** and click **Send message**. ## Details that speed things up - The exact error message, copied word for word, or a screenshot - What you clicked just before it happened, step by step - The document's name and roughly when it happened (with your time zone) - Your browser and version, and your device (for example Safari 18 on iPhone, Chrome on Windows) - For signing problems: the request's title and the recipient's email address - For billing: the email you paid with and the last four digits of the card or the receipt number > **Heads up:** Never send passwords, one-time codes or full card numbers. Don't attach a confidential document unless we ask for it; a description or a screenshot with private parts covered is usually enough. The contact form doesn't take attachments. If you need to send a screenshot, email support@pdfbetter.com directly. [Report security issues](https://help.pdfbetter.com/privacy-security/security-certifications-and-reporting/) to security@pdfbetter.com. Before writing, it's worth checking [Guides](https://pdfbetter.com/guides/) and the other articles in this section. For plan questions, [Pricing](https://pdfbetter.com/pricing/) lists every limit. ### How fast will I hear back? Within two business days, usually sooner. ### I found an outdated official form or a broken template. Choose **A page or form is outdated** or **A page or template is broken** and paste the page URL in **Page URL**. ## Related articles - [Supported browsers and fixing saving or loading problems](https://help.pdfbetter.com/troubleshooting/browser-support-saving-problems.md): Use a current version of Chrome, Safari, Edge or Firefox with JavaScript on. If the editor shows Offline — will retry, keep the tab open; it saves when you reconnect. Changed elsewhere means another tab edited the document: choose Reload latest or Keep my version. - [Signing and notification emails aren't arriving](https://help.pdfbetter.com/troubleshooting/emails-not-arriving.md): Check spam, promotions and quarantine first; PDFBetter sends from no-reply@pdfbetter.com. If a signer didn't get an invitation, open the request under Sent, check Activity, and use New link / fix email to correct the address and send a new link. - [A PDF won't open: password-protected or damaged files](https://help.pdfbetter.com/troubleshooting/pdf-wont-open-password-damaged.md): If the PDF is password-protected, unlock it with Unlock PDF (you need the password) and upload the unlocked copy. If it's damaged or too complex, re-save it or print it to a new PDF from the app that made it, then upload that copy. - [Security certifications, and how to report a vulnerability](https://help.pdfbetter.com/privacy-security/security-certifications-and-reporting.md): PDFBetter hasn't completed a SOC 2 or ISO 27001 audit, isn't HIPAA compliant and doesn't sign BAAs. To report a vulnerability, email security@pdfbetter.com; reports are acknowledged within two business days. - [Find invoices and receipts, or ask for a refund](https://help.pdfbetter.com/account-billing/invoices-and-refunds.md): Invoices for payments on pdfbetter.com are listed under Settings → Plan & usage → Invoices, with a PDF for each. For a full refund of your first payment, email support within 14 days. App Store purchases are refunded by Apple. - [Get help inside PDFBetter: the help panel, search and support](https://help.pdfbetter.com/getting-started/get-help-in-the-app.md): In the dashboard, click the question mark in the top bar or Help & support in the sidebar. The panel shows Help for this page, a search box and every topic. In the editor, use More (⋯) → Help center. A person answers at support@pdfbetter.com. - [Use the help center with ChatGPT, Claude or your own agent](https://help.pdfbetter.com/automation/help-center-for-ai-agents.md): Point your assistant at https://help.pdfbetter.com/llms.txt, or add .md to any article's address for clean Markdown. Apps can call the keyless search API at /api/help/search/?q=…, and agents connected over MCP get the search_help and get_help_article tools. --- Source: https://help.pdfbetter.com/troubleshooting/contact-support-details/ · PDFBetter Help Center · Last checked against the product 2026-10-18. Questions: support@pdfbetter.com