Contact
DuckConvert is an independent, one-person project. There is no support desk behind these addresses: mail goes to the person who maintains the code, and gets answered as a solo maintainer can manage, usually within a couple of days.
Bugs, questions and format requests
[email protected]For a bug, the useful details are your browser and version, your operating system, the file type you were converting, and what happened instead of what you expected. Conversions run on your own hardware, so a failure that looks universal is often specific to one browser or one unusual file, and without those details it usually cannot be reproduced. If a particular file fails, saying what produced it, such as a specific camera, app or export setting, is more useful than the file itself.
Requests for a format or conversion pair that is not supported yet are welcome, and worth checking against the supported formats list first.
Press, advertising and partnerships
[email protected]Anything commercial, including questions about how the site is funded. The privacy policy names the only two third parties involved and exactly what each one does.
Security issues
If you have found something that undermines the guarantee this site is built on, send it to the support address with SECURITY in the subject line and it will be looked at ahead of anything else. That includes any request leaving the browser that carries file contents or a filename, a way to make a converter write something into a page it should not, and anything that would let a crafted file read or exfiltrate data from another tab. Please describe what you found and how to reproduce it rather than publishing it first.
Worth trying before you write
Three failures account for most of the mail, and all three are faster to rule out than to report.
- A video or audio conversion that seems stuck at the start. The first one you ever run has to fetch the media engine — tens of megabytes of WebAssembly — before it can begin. On a slow connection that looks like a hang. It is stored afterwards, so the second run starts immediately; if it does not, that is worth reporting.
- A large file that fails partway. Everything is held in your browser’s memory, and a tab gets a fraction of the machine’s RAM rather than all of it. Closing other tabs, or trying the same file on a desktop rather than a phone, distinguishes a memory ceiling from a real bug.
- A page behaving oddly after an update. A hard reload replaces a half-updated copy of the site held in the browser cache.
What cannot be helped with
Your files are never uploaded, which is the point of the site and also a real limit on what support can do. There is no copy of your document on a server to recover, resend or delete, because one was never made. There are no accounts, so there is nothing to reset or close. If a conversion failed, the result was never created anywhere but your own browser, and rerunning it there is the only way to get it. The security and privacy audit walks through how to confirm all of that yourself in under a minute.
One note on the mail itself: these are ordinary mailboxes, read by a person. A message you send carries whatever your own mail provider attaches to it, which is outside this site entirely — the privacy guarantee described elsewhere on this site covers files you process here, not email you choose to send. Nothing sent to either address is added to a mailing list, and there is no newsletter to be subscribed to. Please do not attach the file that failed unless it is asked for; a description of where it came from is more useful and costs you nothing.