PDF2Go Helpdesk

Here you can find answers to the most common questions.


How to register a new account?

If you wish to register a new account, please, do the following:

  • Click on "Sign up" or go to the register page
  • Choose a preferred plan and click the respective button.
  • Enter your email address and password to register, or, alternatively, click on the Google or Facebook icon to register via your social media account.
  • Choose a payment method and enter your payment details
  • Click on "Pay now"
How do I change my email address?

If you would like to change your email address, do the following:

  • Go to our website.
  • Log in to your account.
  • Go to Dashboard.
  • Go to Change E-Mail
  • Enter your new email address and password, then click on "Submit"
How do I change my password?

If you would like to change your password, do the following:

  • Go to our website.
  • Log in to your account.
  • Go to Dashboard.
  • Go to Change Password
  • Enter your new password, confirm it and enter the last password one last time, then click on "Submit"
I forgot my login email.

If you are not receiving the password reset email or do not remember your login email at all, please contact us!

Why did I not receive the confirmation of my email address?

The confirmation email should be delivered to your email account immediately after signing up. Sometimes, it may take some time.

If you did not receive an email after 30 minutes, please check your spam/trash folder or contact us.

Why do I still receive a limitation message with my paid account?

If you have paid but are still receiving a limitation message while trying to use our tools, you probably have logged into an incorrect account.

You can check whether an account is active via the Active Subscription section on your Dashboard. If it states that you do not have a subscription and you have tried logging in with all possible emails, please contact us.

Can I use PDF2Go for my business?

The answer is: Yes! By utilizing our Premium features, you can use fast and reliable PDF2Go tools as a business solution for you and your team.

Can I use one account on different devices simultaneously?

Yes, you may register a single account, log into it on different machines, and use our service from different devices.

But as you can see on the pricing page, there are limitations for concurrent conversions. Don't be surprised if, during the frequent use, files will be stuck in the queue for a while.

How do I close my account?

If you would wish to close your account, please do the following:

  • Log in to your account.
  • Go to Dashboard.
  • Choose the "Close Account" option from the left column.
How can I make sure to get the emails you send me?

To prevent spam emails in the users inbox, email providers have developed different algorithms to classify an email as spam or ham. Normally, emails from PDF2Go.com are not classified as spam, because we never send unwanted emails. But some email providers have algorithms that seem to need some more fine tuning.

To be sure that emails from us get straight to your inbox, you need to whitelist "pdf2go.com" before we send an email to you. To do so, go to your email account and add us to your contacts, contact list or whitelist, create a filter or whatever it is called by your email provider. Of course you can always revert this whenever you decide.


  • Click Settings -> Filters Tab -> Create A New Filter
  • Click Safe and Blocked senders -> Safe Senders
  • Insert @pdf2go.com into the "Sender or domain to mark as safe" field
  • Click "Add to list"


  • Click Options -> More Options -> Preventing Junk e-mail
  • Insert @pdf2go.com to the "From" field and click "Next Step"
  • Choose "Never send it to Spam" and click "Create Filter"

Yahoo Mail:

  • Click Options -> Mail Options -> Filters
  • Click Add Filter
  • Choose a Name for the Filter
  • Select "Contains" for the "Sender" field
  • Insert @pdf2go.com into the "Sender" field
  • Select "Inbox" in the "Move the Message to" field
  • Click Save Changes

There are similar options when you use other email providers.

If you are using Boxbe, look in your Wait List Folder and add our email address manually to your Guest List. Our automated system will refuse any eail that is coming from Boxbe requesting a manual approval.

Any E-Mail service that sends us an E-Mail requesting a manual approval will be ignored by our automated system. You need to whitelist us before in their system. Please consult their service for more help.

What are the benefits of a paid subscription?

By choosing a paid subscription, you are getting:

  • Over 20 ultimate tools to convert, edit, compress, repair and protect PDF files
  • Unlimited document size (up to 8 GB)
  • Batch processing (up to 400 files per conversion)
  • Unlimited OCR (Optical Character Recognition)
  • Encrypted data transfer with 256-bit SSL
  • Convert a file using URL, Google Drive, or Dropbox
  • No advertisement on the website
  • Two-week money-back guarantee, no questions asked

Billing & Payments

Which payment methods are supported?

We accept payments through Visa, Mastercard, and American Express. Payment via PayPal is also available.

How do I update my payment method?

You can update your payment information in your account.

Login to your account and go to your Dashboard. Here, you can find your payment information and update the payment method.

Is my subscription automatically renewed?

Yes, the premium plans are subscription-based and will be automatically renewed.

I did not sign up for a Premium account, why was I charged?

Did you sign up using an old email address that you no longer have access to? Do you suspect fraud? If you're not sure, please, contact our support team!

Where can I download my invoice?

Once you log in to your account, you can view and download all previous invoices in your Dashboard under Payment History.

Why was my credit card declined?

Please check if your card is one that we accept. When a transaction is declined, it could be due to one of the following reasons:

  • Your card has expired.
  • The information you entered does not match your credit card records, e.g. change of address.
  • International purchase: Some credit card companies will block international transactions if you don't inform them before purchasing.
  • You’ve reached your credit limit or there's a hold on your card. Please check with your credit card provider for more information.
How do I cancel my subscription?

You can cancel the renewal at any time. Just log in to your account, go to your Dashboard, and cancel it under Active Subscriptions. If you have any issues, please don’t hesitate to contact us.

How can I pay via PayPal?
  • Log in to your account, go to your Dashboard, and under Payment information, add PayPal as a payment method.
  • If you are opening a new account, after choosing a plan and entering login information, click on the PayPal icon next to the credit card details. This will redirect you to the PayPal page, where you can finish your payment. Upon completing payment on the PayPal page, you will be redirected back to our page. Please wait a few minutes to allow your payment to be processed.
How to request a refund?

If you would like to get a refund for your purchase, please contact us.

Privacy & Safety

Do you keep a copy of my file?

We do not keep a copy of your file.

You can delete your file from our server immediately after the conversion. Otherwise, all transferred files will be automatically deleted after 24 hours or after 10 downloads.

We guarantee the privacy of your file because no one else has access to the file except you. PDF2Go does not back up or actively monitor your files; the service is completely automated.

Are my files safe? Is PDF2Go safe to use?

We understand the concerns about your privacy. These are the steps we take to protect your files:

  • All files you upload are deleted automatically after 24 hours or after 10 downloads, whichever comes first.
  • In addition to that, you also have the option to delete the file instantly from our server after you have downloaded it.
  • There is no backup made of user files.
  • The contents of the files are not monitored without the permission of the uploader. A manual review of all files would not be possible anyway due to the high amount of files we process each day.
  • The download of your file can only be triggered via the unique, non guessable download URL you got from us.
  • You keep the copyright and ownership of the source file and the converted file at all times.
Do you obtain the legal right of my file when I use your service?

Absolutely not. We do not intend to gain the legal right to your files. In addition, all user files are deleted after a short period of time.

In other words, you keep the copyright and ownership of the source file and the converted file. We don't own or have exclusive rights to your content.

I have found a security issue. How do I report it?

We recognize how important it is to help protect your privacy and security. If you believe you have found a security issue, we will gladly work with you to resolve it.

Please, contact us and report the problem. When properly notified, we will do our best to process your emailed report, investigate the issue, and fix potential problems as quickly as possible.

Can anyone else see the files I convert?

We do not read, look into or make any copies of your files. All file processing is completely automated. Therefore, there is no human interaction with the files.

You can delete your file from our server immediately after the conversion is done. Otherwise, all transferred files will be automatically deleted after 24 hours or after 10 downloads, whichever comes first.

What is your privacy policy?

We put great importance on the protection of your data and the protection of your privacy.

If you want to know how PDF2Go handles your data, how our services work and how the protection of your personal data is guaranteed, please check our Privacy Policy you can access at this link.


The conversion of my file failed. What's wrong?

There can be a lot of reasons why the conversion has failed. For example:

  • The source file is corrupted
    • This happens, for example, when important metadata does not exist at the end of a file. If, for a reason, the saving of the file during recording is stopped (e.g. due to power outage, device full), this metadata is not written. Unfortunately, without this metadata, the file is basically useless.
  • The source file has been encrypted with Digital Rights Management (DRM) by the owner.
  • Some codecs inside a file format container that are normally working can't be converted.
  • The converter does not recognize the source format at all.
  • If you have entered an URL (like https://www.example.tld/test.php) to submit the file you want to convert, be sure to provide the direct link to the image/music/document file, not to the website itself. Right-click on the link to the file on the website, try to copy the direct URL, and paste it into one of our converters.
  • The download link you provided is not accessible by the converter. Possible reasons could be that the file is not available for direct download due to copyright issues or you need to log in to access it. In these cases, you can try to download the source file directly to your computer and upload it from there to our converter.

If you feel like there is an error, do not hesitate to contact us. We are constantly trying to improve our converter and we would appreciate your feedback.

I'm experiencing problems during the upload of the file.

If your upload fails, it's probably due to one of the following reasons:

  • The file size limit to upload a file and convert it for free is set to 100 Megabytes. In order to be able to upload larger files, please take a look at our premium services.
  • The connection between your computer and our servers is temporarily unstable. Please try again later or from a different network or computer.
  • The upload of large files is blocked by a proxy of your organization/provider.
  • Sometimes, only the upload progress bar gets stuck, but the file has been fully uploaded and converted. You can check this when you register for free and look at the conversion history on your user dashboard.
  • Uploading files is quite a bit slower than downloading files because most high-speed internet connections are designed to provide much better speed for downloading than uploading.
I can not find the downloaded file.

If you have processed a file and clicked the "Download" button on a tool page, your file should be in the default download folder. In cases where you receive an error message, or your browser stops working, please try to download your file again.

How long will the converted file be available for download?

The link we provide to you for downloading the converted file is valid for 24 hours or 10 downloads, whichever comes first.

Why does my conversion take so long?

Processing speed depends on many factors. The time it will take to get your files converted will depend on your own internet connection speed, the size of the uploaded files and also on how busy our servers are.

Are there files that can not be converted?

There are a couple of reasons why you might not be able to convert your files.

The most common ones being:

  • the original document is corrupted
  • password or any other protection is enabled for the original document.

Please check the original file on your computer and make sure that it is opening properly. Also check that the file does not require a password to open and does not have any protection enabled.

Why has the appearance (or layout) of my document changed?

The formatting of your document may change slightly after using our PDF to Microsoft Office converters.

When converting PDF to Word, for example, the resulting Word document will be optimized to allow you to edit the text, so it might not look exactly like the original PDF.

Also, if the original PDF file was not created from a Microsoft Office document, it may contain a complicated layout, which cannot be created in Microsoft Word. In this case, the output file may not keep the original layout perfectly.

If you encounter such a problem, please, contact us. At PDF2Go, we are continuously improving our services, notably the creating of an editable document, while keeping the original layouts and formatting as accurate as possible.

Why did the fonts in my document change?

Font issues are the most common issues for PDF conversions. If the fonts in your document changed after using one of the PDF tools, it's probably because we do not have access to original fonts on our servers. To prevent this issue, try to embed your fonts before converting the files.

How To Embed Fonts in a Word File:

  • Open the Word doc, click "File".
  • Choose "Option" and then the "Save" tab.
  • Click the option "Embed fonts in the file".
  • Enable both options to embed only the characters in the document and do not embed common system fonts.
I need to compress my file further.

If you are not satisfied with the original compression of your document, we suggest you try one of our stronger presets. However, keep in mind the lower quality of such significantly compressed documents.

There are two compression methods available via our Compress PDF tool: Basic compression (default) and Strong compression. For even more control, you can select one of the six additional presets:

  • Insane (Insane Quality, 20 dpi images)
  • Minimum ( Minimum Quality, 40 dpi images)
  • Normal (Screen Quality, 72 dpi images)
  • Ebook (Low Quality, 150 dpi images)
  • Printer (High Quality, 300 dpi images)
  • Prepress (High Quality, 300 dpi images)
Why are there only images in my Word file?

In order to successfully convert text and images from your scanned PDF document into the editable Word format, when using our PDF to Word Converter, please select the option "Convert with OCR".

OCR technology recognizes text and characters from scanned PDF documents, photographs, and even digital camera-captured images. It will preserve the textual layout of scanned PDFs. Select the appropriate language from our list to improve the result of the text recognition.

How can I remove your browser extension?

If you would like to remove the Chrome Extension "PDF2Go - PDF Editor & Converter", do the following:

  • Open Google Chrome.
  • Click the "Customize and Control Google Chrome" icon in the upper-right corner of the window.
  • In the menu, select "More tools".
  • Select "Extensions" from the side menu.
  • Here you will see a list of your Chrome extensions.
  • To remove an extension, search it in the list and click on the "Remove" button.

To remove the Firefox extension, do the following:

  • Open Mozilla Firefox.
  • In the upper-right corner of the window, click the "Open menu" icon.
  • In the drop-down menu, select "Add-ons"
  • On the left side of the Add-ons Manager tab, click "Extensions"
  • In the center of the screen, under Manage Your Extensions, there is a list of your installed extensions.
  • Locate the extension you want to remove. On the right side, click the horizontal ellipsis icon (…) and select "Remove" from the drop-down menu.

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