Support
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Need help with Redactory? Our support team is here to assist you.
Response time: Within 24-48 hours on business days
Frequently Asked Questions
What file formats does Redactory support?
Redactory currently supports PDF documents. We analyze PDF structure to detect potentially unsafe redaction methods.
What happens to my documents after processing?
Your documents are automatically deleted according to our retention policy. After download or expiration, all files are permanently removed from our servers.
What does "UNCERTAIN" result mean?
An UNCERTAIN result means we could not definitively verify the redaction safety due to document complexity. This may occur with complex graphics, embedded objects, or other advanced PDF features. You may still proceed with permanent redaction if desired.
How do credits work?
Credits are consumed only when permanent redaction succeeds and passes our verification checks. If redaction fails, your credits are not charged.
Can I get a refund?
Please contact our support team for refund requests. We handle each case individually.
Reporting Issues
When reporting an issue with a specific job, please include the Job ID from your job details page. You can also download a support bundle from the job page to share diagnostic information with our team.
Note: Support bundles contain only job metadata and status information. Your document content is never included.