Support
Help Center
Answers to common questions about Convert.FAST and the Tools.FAST network.
Getting Started
Why should I convert or optimise my files? ▾
Smaller, optimised files load faster, rank better (Core Web Vitals), and cost less to host. Converting formats ensures your files work everywhere—HEIC photos on Windows, RAW files to shareable JPGs, WebP images for the web, PDF/A for long-term archival. Conversion also lets you strip sensitive metadata before sharing.
Is Convert.FAST free? ▾
Yes — generous free tier for everyday use. Free tier users (including guests) can convert up to 50 files per day — enough for most personal needs. We only charge when you need more: larger files, bigger batches, or business-scale volume.
Can I use it without an account? ▾
Yes — no account required. Create one when you need higher limits or shared credits across Tools.FAST.
What are the free limits? ▾
Free tier supports up to 25 MB per file and 50 files per batch. Paid tiers raise size, batch, and speed limits.
How do I get help or report a bug? ▾
Use our contact form for feature requests, bug reports, or general questions. We typically respond within 1-2 business days. If you're the first to report a reproducible bug, we may thank you with free credits!
Can you add a conversion? ▾
Yes, we'll certainly consider it if we can — it depends on format licensing, library availability, demand, and technical feasibility. Please use the contact form and let us know your use case and how important this conversion is to you.
How it works
What happens after I drop a file? ▾
Files upload encrypted to our EU servers and process through our optimised pipeline. Outputs stay encrypted at rest and auto-delete after 1 hour—or immediately by you.
Why are conversions so fast? ▾
We use best-in-class processing libraries, dedicated high-performance servers, and a fair scheduler with priority queues.
Why did my file fail to convert? ▾
Files can be rejected for exceeding size limits, unsupported formats, corruption, batch limits, or queue capacity.
Can I process files in bulk? ▾
Yes. Drop up to 1,000 files at once with a Business plan. Even free users can process batches of 50 files at a time.
How do you measure performance? ▾
Every converter shows live median (P50) processing times from the last 10,000 real jobs—not benchmarks or marketing claims. This measures queue plus conversion time, updated continuously.
What metadata do you keep? ▾
Minimal job data for billing: file sizes, types, processing time. We never store file names, content, or train AI on your files.
How does before & after comparison work? ▾
For formats browsers can't render natively (like HEIC), we create a lossless PNG preview for the comparison demo only. Your actual conversion always uses the original file at full quality.
Formats
What conversions and formats do you support? ▾
We support 50+ converters across images (HEIC, JPG, PNG, WebP, AVIF, GIF, BMP, TIFF, RAW), documents (PDF, Word, Excel, PowerPoint), audio (MP3, WAV, M4A, OGG, FLAC, AAC, M4B), and video-to-audio (MP4, MOV, WebM, AVI, MKV). See the full list with file size limits, batch limits, and credit costs per tier.
Privacy & Security
How long do you keep files? ▾
Auto-delete after 1 hour on all tiers. No backups are created. Once deleted, files are unrecoverable by design.
How do you encrypt my files? ▾
Files are encrypted with TLS 1.3 during upload, then AES-256 encrypted at rest on our servers. Only our conversion workers can decrypt files for processing.
Do you train on customer files? ▾
No. Your files are never used for AI training, machine learning, or any purpose beyond the conversion you requested. We process, deliver, then delete — that's it.
Where are your servers located? ▾
All Convert.FAST servers are physically located in the European Union. Your files never leave EU borders during processing or storage, ensuring compliance with GDPR data sovereignty requirements.
Do you use third-party services to process files? ▾
No. All file processing happens on our dedicated infrastructure using a mix of open-source and commercial libraries. We never send your files to third-party APIs or cloud services, eliminating supply chain risks.
Is Convert.FAST GDPR compliant? ▾
Yes. We comply with EU GDPR requirements including data minimization, encryption (TLS 1.3 + AES-256), automatic deletion, and privacy by design. We support your rights to access, erasure, and portability.
Account & Billing
What plans are available? ▾
Free users get daily credits on Convert.FAST. Pro and Business plans include a monthly credit allowance shared across the Tools.FAST network. Annual billing grants four months free.
How do credits work? ▾
Each conversion costs 1 credit. Credits are shared across all Tools.FAST products and reset monthly. Paid plans include more credits with options for top-ups and rollover.
Can I cancel anytime? ▾
Yes. Cancel your subscription at any time with no penalties. You'll retain full access until your billing period ends, then your account downgrades to the Free tier.
How do refunds work? ▾
New subscribers can request a full refund within 14 days of their first payment if they've used fewer than 2,000 credits. This applies to all paid plans. After 14 days or 2,000 credits, no refunds—but you can cancel anytime and keep access until your billing period ends.