Contact

ConvertNinja is built and run by one small team, and everything you send here is read by a person. There is no ticket system, no chatbot and no support queue to wait in.

How to reach us

The fastest route is the Feedback button in the corner of any page on this site. It opens a short form and can attach a screenshot of exactly what you are seeing, which usually says more than a paragraph of description. You can also write to [email protected], the shared address for all Shinobi Tools.

A file that will not convert

Most conversion problems come down to what is actually inside the file, not to the extension on the end of its name. These four details are usually enough for us to reproduce it:

• Where the file came from. Straight off an iPhone, out of a chat app, downloaded from a website, or exported by an editor — a HEIC from an iPhone and a HEIC re-saved by another app are not the same file inside.
• What you converted to, and what you got: an error on the page, a download that never started, or a file that opened but looked wrong.
• Roughly how big the file is, and whether it is a single image or a Live Photo / burst — those carry more than one frame.
• Your browser and device. Conversion happens on our server, but the upload and the download are the browser's job, and that is where a surprising number of failures live.

Things that are working as intended

A JPG comes out slightly larger than the HEIC it came from: HEIC is simply a more efficient format, and the same picture needs more bytes as a JPG. Converting to PNG makes files much larger still, because PNG stores every pixel losslessly. And a transparent PNG converted to JPG loses its transparency — JPG has no alpha channel, so transparent areas are filled with a solid colour. None of those are bugs, but if the result surprised you, it is worth telling us anyway; it usually means the page did not explain it well enough.

Ideas and requests

Tell us what you were trying to do, not just which format you wanted added. Most of what this tool can do exists because somebody described a job it could not finish, and it turned out to be one small step from what was already there.

What we cannot do

We cannot recover a file you have already lost or overwritten: nothing you upload is kept after your conversion finishes, by design. See the privacy policy for exactly what happens to a file and how long it lives, and the terms for the rest.

When to expect a reply

If you leave an e-mail address we aim to answer within a few working days. Messages without one are still read — plenty of fixes started with an anonymous report — they just cannot be answered individually. Nothing you send is used for a mailing list; there isn't one.

Not what you were looking for? What is a HEIC file answers the question behind most messages we get, and the about page explains what this tool is and how it works.