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Hi! Welcome to the Smallpdf helpdesk!

Here you find all solutions to the most common issues. And of course, you can also submit a support request or ask for a new feature!

Account

  • How Do I Cancel My Free Trial or Subscription To Smallpdf Pro?

    You can cancel a Smallpdf Pro trial or existing subscription at any time via the ‘Plan’ section on the Account page. When you cancel an existing subscription, you will still have access to all Pro features for the rest of the current billing period.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • How Do I Change My Login Email or Password?

    Once you log in, you can update this information via the Account page. If you don’t remember your password, you can request a password reset email via the login page. If you would like to update the login email to one already in use, please contact our support team!

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • Why Do I Still Receive a Limitation Message With Paid Account?

    If you have paid but are still receiving a limitation message while trying to use our tools, you probably have logged into an incorrect account.

    You can check whether an account is active via the 'Plan' section of the Account page. If it states that you do not have a subscription and you have tried all possible emails, please contact our support team.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • I Forgot My Login Email

    If you are not receiving the password reset email or do not remember your login email at all, please contact our support team.

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    Then get in touch with us and we’ll do our best to help you.
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  • What Are the Benefits of a Paid Subscription?

    All non-registered and free account holders can access the following features:

    • Limited access to basic features of 21 online tools.
    • Process up to 2 conversions per day.
    • 256-bit SSL Encryption for all file transfers.
    • Connected Workflows to use multiple tools in a row.
    • Integrations with Google Drive, Dropbox and Google Chrome.
    With a Smallpdf Pro subscription, you will unlock:
    • Unlimited access to all Smallpdf tools.
    • Pro features, including OCR, batch conversion, digital signatures, etc.
    • Access to the offline Smallpdf Desktop app.
    • Zero ads to enjoy the full Smallpdf experience.
    • Priority customer support for all Pro users.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • Can I Use Smallpdf for My Business?

    We offer flexible team plans for businesses and organizations that need more than 1 license. You can check out the benefits of our team plans by visiting our Smallpdf for Teams page.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • How Can I Add Team Members To My Team Plan?

    You can add or delete users for your Smallpdf for Teams plan at any time via the 'Team' section of the Account page.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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Payments

  • Why Do I Need To Add Payment Details for My Free Trial?

    The free trial is for first-time subscribers to Smallpdf Pro. We require payment details to (a) ensure you're a real person, and (b) facilitate a smooth transition from your free trial to our Pro service. We won't charge your account if you cancel before the end of the free trial.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • Which Payment Methods Do You Support?

    We accept the following credit/debit cards:

    • Visa
    • Mastercard
    • American Express
    You can also pay using PayPal. Alipay is available for users from Mainland China.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • Why Was My Credit Card Declined?

    Please check if your card is one that we accept. When a transaction is declined, it could be due to one of the following reasons:

    • International purchase: Some credit card companies will block international transactions if you don't inform them before purchasing.
    • You’ve reached your credit limit or there’s a hold on your card. Please check with your credit card provider for more information.
    • The information you entered does not match your credit card records, e.g., change of address.
    • Your card has expired.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • How Does the Auto-Renewal Subscription Work?

    Smallpdf Pro subscriptions will always auto-renew to prevent disruptions to your work. If you have an annual subscription, we’ll send you a notification email 10 days before the renewal occurs. You can turn off the auto-renewal at any time via the Account page. Please refer to the question ‘How Do I Cancel My Free Trial or Subscription To Smallpdf Pro?’ for more instructions.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • How do I update my payment method?

    You can update your payment information via the ‘Plan’ section of the Account page.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • Where Can I Download My Invoice?

    Once you log in to your account, you can view and download all previous invoices on the Account page, via the 'Invoices' section.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • I didn’t sign up for a Pro Account, why was I charged?

    Did you sign up using an old email address that you no longer have access to? Do you suspect fraud? If you’re not sure, contact us!

    Note that Free Trial accounts are automatically converted to Pro accounts unless you cancel before the end of the trial period.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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Troubleshooting

  • I Can’t Process My File Online

    When the program can’t complete a process, usually, browser extensions are the problem.

    Please try the following:

    • Disable all browser extensions when you use our service.
    • Try to use a different browser.
    In 99% of cases, this will solve the problem. If you still have issues, please send us an email.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • I Can’t Find the Downloaded File

    If you have processed a file and clicked the ‘Download’ button on a tool page, your file should be in the default download folder. Here’s an article on how to locate or change the default download folder from your browser.

    In cases where you receive an error message, or your browser stops working, please try to process your file again.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • Is Smallpdf Safe To Use?

    We care about your privacy and will always take all necessary measures to ensure the safety of your personal information.

    Smallpdf is GDPR and CCPA compliant and ISO 27001 certified. We secure all file transfers with an advanced SSL encryption level and remove files automatically from our servers after one hour of processing (for most tools). Please read this article for more information.

    Pro users can store documents online using our File Storage service. They can disable this option at any time via the Preferences tab on the Account Page.

    For more information, please read our privacy policy.

    If you think you may have found a security vulnerability within Smallpdf, please contact our security team via this link.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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  • My Document Looks Different Post-Processing

    The formatting of your document may change slightly after using either the Compress PDF tool or one of the PDF to Office tools. It shouldn't happen frequently, but it's essential for us to address such issues and improve our service. Please click 'Write a Report' to get in touch with our support team.

    If you have an issue with fonts after using an Office to PDF tool, please check out this article.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • I Need To Compress File Further

    We offer a stronger compression mode for all Pro users. You can always sign up for a free trial to access and test out this feature. Otherwise, we currently do not offer any further compression.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • My Fonts Changed After Using the Office To PDF Tools

    If the fonts in your document changed after using one of the Office to PDF tools, it’s most likely because we do not have access to original fonts on our servers. To prevent this issue, please try to embed your fonts before converting your files.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
    Write a Report
  • Can I Rearrange PDF Pages?

    Yes, you can. Please upload your PDF(s) to our Merge PDF tool, click ‘Page Mode,’ and you should be able to drag the pages around. While on the page, you can also rotate or delete individual pages as you’d like.

    This didn’t solve your problem?

    Then get in touch with us and we’ll do our best to help you.
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