Start with the right path and shorten the fix.
Account, billing, refunds, conversions, OCR and privacy help in one place. Start with self-service, then send the exact details support needs if the issue remains.
What are you trying to fix?
Send the useful details in one message.
This reduces back-and-forth while keeping unnecessary private data out of support messages.
- Your FileNest account email
- The affected tool or page
- Browser, device and approximate time
- Error message and reproducible steps
- For billing: payment date, amount and billing period
Full card numbers, CVV, passwords, identity documents, verification codes, API keys or private file contents unrelated to the issue. Stripe handles full payment details.
Review PrivacyResolve the seven most common support questions first.
How do I cancel Pro auto-renewal?
Sign in and open Account & billing. After cancellation, the subscription will not renew again and Pro normally remains active through the current paid period. Cancellation does not automatically create a refund.
I paid, but Pro is not active. What should I do?
First confirm that you are signed in to the FileNest account associated with the purchase and refresh the account page. FileNest grants Pro only after the server receives Stripe payment confirmation; opening the success return page alone does not activate membership. If the status still does not update after a reasonable interval, contact support with your account email, payment date and amount.
Can I request a refund?
You may submit a request within 30 calendar days after the relevant purchase or renewal. Eligibility depends on billing facts, actual usage, technical issues and applicable law. Read the standalone Refund Policy before submitting.
Does a failed conversion use my free quota?
The current free plan primarily counts successful files, and unused credits from failed or incomplete files are returned. If the quota shown does not match the result, record the tool, time and error message and contact support.
Why can’t I add more files to a batch?
Each tool has its own tested safety cap. Image tools, general file tools and High Accuracy OCR use different limits, and the active limit is shown before files are accepted and before processing starts.
Does High Accuracy OCR upload my images?
Yes, but only after explicit confirmation and only transiently for that recognition request through Cloudflare Workers AI. FileNest does not write the source image to persistent storage. Use Local Privacy OCR if you do not want the image to leave your device.
Will support ask me for card details or private files?
We do not ask for full card numbers, passwords, identity documents or unrelated private file contents. Stripe handles payment details. Technical support normally needs only the account email, tool name, browser or device, error message and reproducible steps.
Still unresolved?
Contact FileNest support directly.
Support email: filenest12@gmail.com. We do not publish an unverified response-time promise; include the details above in one message so the issue can be diagnosed efficiently.