We're Here to Help — Always

Contact Us & Get a Real Response

Whether it's a broken tool, a bold partnership idea, a security question, or just feedback — our team personally reads and replies to every message, typically within 24 hours.

< 24 Hours Average reply time
100% Confidential Your message is private
7 Languages Write in your language
Real Humans No auto-reply bots
98.4% Issues resolved on first reply
8.3 hrs Average response time
4.9 / 5 Support satisfaction score
7 Languages We reply in your language
Get In Touch

Send Us a Message

Fill out the form and our team will respond to your email within 24 hours — no bots, no canned replies.

Write to Us
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Support Email
For technical issues, conversion errors, and general questions. Our support team is on duty Monday – Friday, 08:00–22:00 WIB.
support@smartconverterai.com
Typical Response Times
Bug Reports Under 6h
Technical Support Under 12h
Business Inquiries 1–2 Business Days
Press & Media 2–3 Business Days
General Feedback Up to 5 Days
Contact Guide

Not Sure Where to Start?

Choose the category that best fits your inquiry. Each topic is routed to the specialist team best equipped to help you.

Technical Support

Tool not working, file stuck in processing, output looks wrong, or conversion failed? Our engineers dig into every report with access to full server logs and infrastructure diagnostics.

Get Help Now

Feature Requests

Missing a format, need a tool that doesn't exist yet, or have a UX improvement in mind? Our roadmap is directly shaped by real user feedback — your suggestion might ship next month.

Submit Your Idea

Business & API

Need to integrate our document API into your SaaS platform, set up a white-label solution, or negotiate an enterprise volume plan? Our BD team responds within two business days.

Start Talking

Privacy & Security

Questions about GDPR compliance, data retention, how encryption works, or how to request deletion of any processed file? Our security team provides clear and detailed answers.

Read Privacy Policy

Bug Reports

Found a reproducible bug? Please include your browser, device, the tool name, and any error message. Detailed reports get a fix priority boost — and your name in the changelog.

Report a Bug

General Feedback

Love the platform? Found something confusing? Think the UI needs work? Every piece of feedback — positive or critical — is read by the team and considered in our weekly sprint planning.

Share Your Thoughts
FAQ

Answers Before You Write

These common questions may save you the time of writing a message — but if yours isn't here, don't hesitate to reach out.

How quickly will I receive a reply?
Bug reports and technical issues are typically resolved within 6–12 hours. General inquiries receive a response within 24 hours on weekdays. Business and press inquiries may take 1–3 business days depending on the complexity of the request. Weekend responses may take up to 36 hours due to reduced staffing.
What should I include when reporting a conversion error?
To help us fix your issue fast, please include: (1) the exact tool you used (e.g. "Word to PDF"), (2) the original file format and size, (3) the complete error message or a screenshot, (4) your browser name and version, (5) your device/OS, and (6) the approximate time the error occurred. Attaching a sample file — if it contains no sensitive data — speeds diagnosis significantly.
Is my message kept confidential?
Yes, completely. All messages handled as strictly confidential. Your email address is used only to reply to you and is never added to a marketing list or shared with third parties. Any support ticket permanently deleted from our servers after the ticket is resolved.
Do you offer an API or enterprise solution?
Yes — we offer a REST API for document processing, white-label licensing for businesses that want to embed our tools into their own products, and custom enterprise plans for high-volume users. Pricing is based on usage volume and required features. Email business@smartconverterai.com with a description of your use case and we'll respond with a tailored proposal within 2 business days.
Can I write to you in a language other than English?
Absolutely. Our team can read and reply in Indonesian (Bahasa Indonesia), English, Arabic, Hindi, Russian, Simplified Chinese, and Australian English. Write in whatever language you're most comfortable with — we'll reply in kind.
I was charged — but SmartConverterAI is free?
SmartConverterAI does not collect payment information and has never charged users. All tools are and remain completely free. If you see an unexpected charge on your bank statement, please verify the exact merchant name — it may be from a similarly named service. If you still have concerns, contact us with your bank statement details (redact sensitive numbers) and we'll help you investigate.
How do I suggest a new tool or feature?
Use the contact form above and select "Feature Request" as the topic. Describe the tool or workflow improvement you'd like to see, and explain the problem it would solve for you. Our product team reviews all feature requests every week and the most-requested ideas are prioritized in our development roadmap. Users who submit accepted features are credited in our release notes.
Our Location

Built in Indonesia, Serving the World

SmartConverterAI is developed by a passionate team in Riau, Indonesia, with cloud infrastructure distributed across Asia Pacific, Europe, and North America for sub-5-second performance globally.

Riau, Indonesia 🇮🇩

Our core engineering and product team operates from Riau Province, Sumatra — the heart of everything we build at SmartConverterAI.

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Headquarters

Riau Province, Sumatra, Indonesia.
Our team operates fully remote, enabling us to recruit the best talent across the country.

Cloud Infrastructure

Processing clusters in Asia Pacific, Western Europe, and North America — ensuring <5s processing regardless of where you are.

Support Hours

Monday – Friday: 08:00 – 22:00 WIB (UTC+7)
Saturday – Sunday: Limited coverage, response within 36 hours.

Direct Email Contacts

Support and Business: support@smartconverterai.com

Haven't Found Your Answer?

Don't let a question slow you down. Send us a message and our team will get back to you with a clear, helpful response — guaranteed.

Write to Us Now