FAQ

How can I convert my files?

You can easily convert your files in one of the following ways:

• By using the conversion tool on our homepage
• By using our desktop app
• By using our email conversions service

How can I convert my files with the conversion tool on your website?

You can use the conversion tool on our homepage to convert files stored on your computer, files located at a URL, and files stored in a cloud-storage location (we support conversion of files from Box, Dropbox, Google Drive, and OneDrive).

To convert files stored on your computer:

1. Click the 'Add Files' button at Step 1 of the conversion tool, and then select the file you want to convert from where it is stored on your computer.
2. Select a format to convert to from the dropdown menu at Step 2.
3. Click 'Convert Now' at Step 3. Your file will then be converted and you'll be able to download it from our site. If you'd like to receive a link to your converted file instead, you can also optionally enter an email address in Step 3.

If you'd like to watch a short video showing you how to do this, take a look at our ‘How to Convert a File’ video.

To convert files located at a URL:

1. Click the arrow on the right-hand side of the 'Add Files' button at Step 1 of the conversion tool.
2. Choose ‘From URL’.
3. In the new window that opens, enter the URL for the file you’d like to convert, ensuring the URL ends in the file format (e.g. ‘.pdf’).
4. Click ‘Add’.
5. If you have no more files to add, close the ‘Add File by URL’ window.
6. At Step 2 of the conversion tool, choose the format you want to convert to from the dropdown menu.
7. At Step 3 of the conversion tool, click 'Convert Now'. Your file will then be converted and you'll be able to download it from our site to your computer. If you'd like to receive a link to your converted file instead, you can also optionally enter an email address in Step 3.

To convert files from a cloud-storage location:

1. Click the arrow on the right-hand side of the 'Add Files' button at Step 1 of the conversion tool.
2. Choose the cloud-storage drive you want to select files from.
3. In the new window that opens, click the blue ‘Authorize’ button.
4. Enter the login details for your cloud drive account when prompted.
5. Locate the file you want to convert, and tick the checkbox next to it; then click the green ‘Choose’ button.
6. At Step 2 of the conversion tool, select a format to convert to from the dropdown menu.
7. Click 'Convert Now' at Step 3 of the conversion tool. Your file will then be converted and you'll be able to download it from our site to your computer. If you'd like to receive a link to your converted file instead, you can also optionally enter an email address in Step 3.

If you have a paid Zamzar account and are logged in to your account on our site before you start converting a file, then your converted file will also be placed in your 'My Files' area of our website once complete.

What different file formats can I convert with Zamzar?

You can use Zamzar to convert thousands of different file formats, including document and image formats, audio and video formats, e-book formats, CAD formats and compressed formats. You can see a list of all the conversions we offer, on our formats page.

How can I compress my files?

You can easily compress your files using our file compression tool. Simply click the ‘Choose Files' button, then select the file you want to compress from where it is stored on your computer. Your file will then be compressed and you'll be able to download the compressed file from the same page.

With a paid Zamzar account, if you are logged in to your account on our site when you compress the file, the compressed file will also be placed in your My Files area of our website.

What different file formats can I compress with Zamzar?

You can use the Zamzar file compression tool to compress all the formats listed on our compression page.

What's the maximum size of file I can convert or compress?

With our free service, you can upload files up to 50MB in size with some exceptions which can be found on our size limits page. If you upload two or more files together, then the total file size must be less than 50MB. With a paid Zamzar account, you can upload files that are up to 200MB, 400MB or 2GB in size, depending on which plan you sign up for. We have different file size limits for our desktop app and for our email conversions service.

How many files can I convert or compress with Zamzar?

With our free service, you can convert up to 2 files, and also compress up to 2 files, in any 24-hour period (for files up to 50MB in size). With a Zamzar paid account, you have unlimited daily conversions and compressions, and can upload up to 25, 50 or 100 files at the same time (depending on the plan you are signed up to). Take a look at our short help video explaining how to convert multiple files with Zamzar.

We have different limits on how many files you can convert using our desktop app.

How long will it take to convert or compress my file?

Once your file has finished uploading to us, it will usually be converted or compressed in less than 10 minutes (and often much more quickly than this), although this can depend on the size and complexity of the file.

How can I convert my file by email?

You can easily convert your file by email. Simply:

1. Attach the files you want to convert to a new email or forward an existing email. (You can attach as many files as you want, provided they are each below our size limits).
2. Send the email to format@zamzar.com (where format is the name of the file format you want to convert to).
3. We'll then send you an email with a link to your converted file - just click on the link to access your converted file.

For example, to convert a PDF file into a Word document (DOC file), email your PDF file to doc@zamzar.com.

We also have a short help video showing how to convert files by email.

What file formats can I convert by email?

You can convert any file format that is listed as a from format on our formats page.

Are there limits on the size of file I can convert by email?

Yes, and because files take longer to transfer by email, these limits are smaller than for files converted through our website. The size limits are:

• Free service - up to 1 MB (per file)
• Basic plan - up to 5 MB (per file)
• Pro plan - up to 15 MB (per file)
• Business plan - up to 25 MB (per file)

Can I convert to more than one format by email?

Yes, just include email addresses for all the formats you want to convert to in the ‘To:' field of your email (e.g. pdf@zamzar.com; jpg@zamzar.com; csv@zamzar.com).

Can I convert files by email from my smartphone or tablet?

Yes; if you receive an email with an attachment that you can't open, you can forward the email to format@zamzar.com (where format is the name of the file format you want the attachment converted to, e.g. pdf@zamzar.com) and we'll convert it and email you a link to the converted file.

Why is my file taking so long to upload or download?

You may see slight variations in the time it takes to upload or download files, depending on the amount of activity on our site at the time. However, issues with files taking a long time to upload or download are most commonly due to insufficient speeds offered by your internet provider, so it's worth checking that first. You can also get advice in our help video on difficulties uploading files.

If you are experiencing unmanageable upload or download times, then please contact us through our support form, with details of the problem.

I can't find my downloaded file. Where did it download to?

We don't actually control where files are downloaded to on your computer; this is either controlled by your computer settings or by you specifying where you want to download your file to at the time. If you can't find your file, you can download it as many times as you like within the 24-hour period from when you converted or compressed your file. If you have a paid Zamzar account, you can download the file as many times as you want from your My Files area of our website.

Why can't I open my converted file after I've downloaded it?

This may be because you don't have the correct software, or version of software, to open that type of file. If you do have the correct software and still can't open the file, then please contact us through our support form.

Why didn't I receive an email with a link to my converted file?

We only email you a link to your converted file if you entered an email address in Step 3 of our conversion tool. For more information, take a look at our short help video showing how to get an email link to a converted file. If you did provide an email address and didn't receive an email from us, then please check your email spam/junk folder in case the email went there. If you can't find an email from us in your spam folder either, please contact us through our support form.

Why did I get an 'Incorrect Link' message when I tried to retrieve my converted file from the emailed link you sent?

The most common reason for seeing this message is because the converted file is no longer available. If you convert a file using our free service (either because you don't have a paid account, or because you aren't logged in to your paid account), we only hold the converted file for 24 hours, so if you haven't downloaded your file within that time then you will need to convert it again. If you are trying to retrieve your converted file within the 24 hours and are seeing this message, then please contact us through our support form.

My file failed to convert or compress - what happened?

If your file has failed to convert or compress through our site, please check that the file you uploaded for conversion isn't corrupt, password-protected, or copyright-protected (e.g. DRM-locked). If it isn't, and you have a paid account with Zamzar, then please contact us through our support form for further help.

I deleted a file that I converted or compressed through your site. Can you send it to me again?

If you were using our free service, you’d need to convert or compress the file again, as we only store converted and compressed files for 24 hours. If you have a paid Zamzar account and were logged in to your account when you uploaded your file for conversion or compression, the file will be available for you to download from your 'My Files' section on our site.

My converted Word document isn't editable - why is this?

This is usually because you have converted from a PDF that contains a scanned document, or from an image format. You would need to use specialist OCR (Optical Character Recognition) software to convert these types of files to an editable Word document. We currently only offer OCR conversion for PDF to TXT conversions (you can find out more in our blog post).

My compressed file isn't smaller than the original file - why is this?

If you find that your compressed file isn't smaller than the original file you uploaded, it may be that your original file is already as compressed as possible. If you have a paid account with Zamzar, then please contact us through our support form and we will take a look at this for you.

Is Zamzar secure?

Yes - we take a number of steps to ensure your files and data are kept secure. Here are a few of the most prominent:

• All traffic to and from our servers is secured by Transport Layer Security (TLS) using 128-bit SSL to encrypt the data sent between your systems and ours, protecting the data from prying eyes (read more in our blog post on HTTPS).
• All of our hardware runs in world-class, highly secure data centres utilising state-of-the-art electronic surveillance and multi-factor access control systems.
• We employ multiple authentication mechanisms to ensure that production systems are accessed only by authorised members of staff and are protected from unauthorised access. For example, we use multi-factor authentication devices and whitelisting of specifically allowed IP addresses.

Is my password secure?

Yes - if you have a paid account with Zamzar, your password is stored in our database after being salted and hashed using the Bcrypt password-hashing function. Bcrypt is considered to be the current state-of-the-art in password-hashing algorithms. If you are using our free service, then you don't need to create an account, so won't need to set up a password.

Is Zamzar GDPR compliant?

Yes, Zamzar is fully compliant with the EU General Data Protection Regulation (GDPR). You can read more about the specific steps we have taken to comply, on our blog. For Data Controllers using Zamzar as a Data Processor, we also offer a separate data processing agreement (DPA), which you can choose to agree to when signing up for a paid account with us.

How long does Zamzar store my data and files for?

Our privacy policy covers this in detail, but, in short, we don't store data any longer than we need to. We are based in the UK and are fully compliant with the EU General Data Protection Regulation (GDPR), which is a very stringent set of requirements for protecting your files and personal data.

How do I delete my file from Zamzar?

When you convert or compress a file with Zamzar, your original file is deleted from our servers as soon as it is converted.

If you are using our free service, your converted or compressed file is securely stored for a maximum of 24 hours (to allow you time to download it). If you have a paid account, your converted or compressed file will be securely stored in your your My Files area of our website until 35 days after your paid account closes, unless you choose to remove it before then; you can easily remove a file at any time from your your My Files area of our website.

If your file fails to convert or compress for any reason, your original file will be securely stored for a maximum of seven days (to allow you time to get our assistance with the file).

If you need to delete any file sooner than the expiry points detailed above, you can either submit a file removal form or contact us through our support form for further help.

I've found a security issue. How do I report it?

If you believe you've found a potential security issue or vulnerability with any of our services, we want to hear from you - please email us at security@zamzar.com.

We support security researchers who are committed to a process of responsible disclosure for any security issues and will work with you to triage any issues and ensure they are fixed speedily. Where appropriate, we may also pay a bug bounty if the find is warranted and reported responsibly.

When submitting your email, please include a report of the issue at hand with: a title, details of the vulnerable (sub)domain and/or endpoint/component, a list of steps to reproduce, and an assessment of the impact (high, medium or low). Hackerone has a good guide to writing useful reports.

The following bugs are not eligible for bounties and should not be reported:

• Issues found through automated testing
• "Scanner output" or scanner-generated reports
• Issues relating to Password Policy
• "Advisory" or "Informational" reports that do not include any Zamzar-specific testing or context
• Denial of Service attacks
• Brute Force attacks
• Spam or Social Engineering techniques, including: DMARC, SPF and DKIM issues; Content injection; Hyperlink injection in emails; IDN homograph attacks
• CSRF-able actions that do not require authentication (or a session) to exploit
• Reports related to the following security-related headers: Strict Transport Security (HSTS); XSS mitigation headers (X-Content-Type and X-XSS-Protection); X-Content-Type-Options; Content Security Policy (CSP) settings
• Missing cookie flags on non-sensitive cookies

What are the benefits of signing up for a paid account?

If you sign up for a paid account, you'll benefit from:

• An unlimited number of file conversions and compressions each day through our website
• More file conversions through our desktop app
• The ability to convert or compress larger files
• The ability to upload more files in one go
• No expiry limits on converted or compressed files
• Control over when you delete converted or compressed files
• Priority for conversion or compression during busy periods
• Faster email-support response times

For a full list of compelling reasons to sign up, head over to our pricing page, or take a look at this blog post.

How do I sign up for an account?

Simply go to our pricing page, choose the plan you'd like to use, and click 'Continue'. On the signup page, fill in the secure form, entering your details and payment method.

If you choose to pay by credit or debit card, once you've entered your card details click 'Continue', and we'll activate your account so you can start converting your files straight away.

Can I sign up for just one month?

If you only need our service for one month, you can sign up for a monthly subscription and then cancel the subscription through your account page on our site before it renews for the second month. When you cancel your subscription, you will still be able to continue using our service for the rest of your billing period (i.e. the month you’ve paid for). Your account will be deactivated at the end of that period.

What payment methods do you accept?

We accept PayPal, and most major credit and debit cards, including Mastercard, Visa, and American Express.

Why was my payment declined?

Besides the obvious reasons like mistyping your card details or having insufficient funds available, the most common reason for a payment to fail is because your bank has declined the payment for some reason. Often this is because we are based in the UK and you are trying to sign up from another country, so your bank declined the payment as a fraud-prevention method. Calling your bank and asking them to authorise the payment, and then trying to sign up again, will usually mean that payment then goes through successfully.

How do I log in to my account on your site?

If you have a paid account with us, you can log in here. If you have forgotten your password, you can reset your password here.

If you are using our free service, then there's no need to log in. Simply convert your files or compress your files using the tools on our site.

I've signed up for a paid account but haven't received my activation email - what should I do?

If you've signed up and paid but haven't yet received your activation email, please check your email clutter/junk/spam folders, in case the email was placed there. If you aren't able to find the email, it's worth trying to log in on our site with the email address and password you signed up with. If you aren't able to log in, then please contact us through our support form.

If you've paid by PayPal, please also check that your payment hasn't been processed as an eCheque, as these can take several days to clear, delaying activation of your account.

I signed up for a monthly subscription but have been charged for a year - why is this?

If you have been charged for a year, this is because you ticked the checkbox for paying annually during signup on our site. If you didn't mean to sign up for an annual subscription, please contact us through our support form, and we will change your subscription to a monthly one instead.

How can I view my payment invoices?

You can view all your Zamzar payment invoices from your account page on our site.

How can I change my payment details?

If you pay for your Zamzar account with a credit or debit card, you can change your card details on your account page. Simply go to the 'Change Billing Details' section, enter your new card information, and click 'Save Details'. If you'd prefer, you can watch a short help video showing how to update your card details.

If you pay for your Zamzar account using PayPal, you will need to:

• log in to your PayPal account;
• click on the Settings icon and then the Payments tab;
• click on 'Manage automatic payments';
• ensure that 'Show active' is selected, and then click on Zamzar;
• under 'Payment method' for your Zamzar subscription, click on the edit symbol next to the payment method;
• to choose a payment method already linked to your PayPal account, select the payment method you'd like to use and click 'Save'. To add a new payment method, click on 'Link a new card or bank', then 'Link a new debit or credit card' - you'll then be able to enter the new card details and click 'Link Card'.

(Further instructions are available in the PayPal Help Centre)

Note: Please be aware that PayPal may automatically cancel your subscription if you change your funding source to a credit card or bank account that has not been verified by PayPal. If this happens, you will need to contact us through our support form so that we can help you resolve this.

If you need to change your payment method from a credit/debit card to PayPal, or change from PayPal to a credit/debit card, please contact us through our support form.

How can I change my password?

You can change your password to a different one through your account page on our site. Simply go to the 'Change Password' section, enter your current password and new password, and then click the 'Change Password' button.

If you can't remember your current password, you can reset it at our password reset page.

How can I upgrade my account?

If you pay by credit or debit card, then you can upgrade your account through your account page on our site. Simply click the 'Upgrade Plan' button, select the plan you'd like to upgrade to, and then confirm the upgrade.

If you pay by PayPal and get a 'Paypal Upgrades Disabled' message when you click on the upgrade button, then we will need to manually upgrade your account for you. Please contact us through our support form and let us know which plan you want to upgrade to, and we will organise the account upgrade for you.

How can I downgrade my account?

If you would like to downgrade your account to a different plan, please contact us through our support form, and we will help you with this.

How can I cancel my account?

If you'd like to cancel your account, we'll be sorry to see you go! You can cancel using the 'Cancel account' link on your account page on our site. For most payment methods, you will then simply need to confirm the cancellation.

If you pay by PayPal and signed up with us before March 2023, you will need to contact our customer support team to cancel your subscription. You can do that by navigating here and asking for us to cancel your Zamzar subscription from your associated Paypal account (note: please enter your Paypal email address in the message to us when you request cancellation).

When you cancel, your account will stay active until the end of your current billing period and will then be deactivated automatically. Any files saved in your My Files section of our site are permanently removed 35 days after the account is deactivated, so please download any files you'd like to keep before your account deactivates.

Why was my account cancelled or deactivated when I didn't cancel it myself?

This is usually because we've not been able to take payment to renew your account, and may be because your credit or debit card has expired or your PayPal subscription has failed. Please contact us through our support form if your account has been deactivated unexpectedly, and we will help you to reactivate it.

How can I reactivate my account?

If your account has been deactivated and you'd like to reactivate it, the quickest way to get the account up and running again is to sign up again. If you sign up using the same email address as before, and within 30 days of the account deactivating, then your saved previously converted files will be associated with your new account and you'll be able to continue as before. Alternatively, you can contact us through our support form, and we will help you get your account reactivated.

I have a paid account, but I can't download more than 2 files per day - why is this?

If you are getting a message saying that you have exceeded your free limit of 2 files per day, then it's likely that you aren't logged in to your paid account on our site. Please make sure you log in before you start uploading files, and then you will be able to convert or compress as many files as you want files each day.

What is the My Files section on your site?

If you have a paid Zamzar account, your converted and compressed files are automatically saved to your My Files section - a personal inbox on our site, which you can access when you are logged in to your account. From this section, you can download, delete, re-convert or rename any of your files, and you can also share your files on Facebook or X (formerly Twitter) using the share functionality. Take a look at our short help video showing how to download converted files from your My Files section of the site.

I can't see all my converted or compressed files in the My Files section. How can I see all my files?

Once you're logged in to your My Files section on our site, you will see the latest 10 files you've converted or compressed. You can easily opt to view more than the default 10 files by going to the box at the bottom of the page that says '10 files per page', clicking on it to reveal the dropdown menu, and then selecting the number of files you'd like to view per page (10, 25, 50 or 100).

Please note that your converted and compressed files will only appear in your My Files section if you were logged in to your account when you uploaded the original files to our site.

How do I search for one of my files?

You can use the search box at the top-right of your My Files section to locate any of your files. Just enter any part of the filename or file extension, and any files matching that term will be shown.

How do I download converted or compressed files from the My Files section of the website?

Once you are logged in to your account on our site, you can download any file from your My Files section by selecting the checkbox next to the file you want to download, clicking on 'Action' and then clicking on 'Download'. The file will then download to your computer. You can also watch a short help video showing how to download converted files from your My Files section of the site.

How do I download multiple converted or compressed files at once?

You can download up to 100 files at once from your My Files section of our site. First, use the box at the bottom of the page to change the default view to '100 files per page'. Then, select the checkbox next to any files you want to download (or select the checkbox next to 'Action' to choose all the files on that page), click on 'Action', and then click on 'Download'. The files will then download to your computer one at a time.

How do I rename a file in the My Files section?

Once you are logged in to your My Files section, you can rename a file by selecting the checkbox next to the file you want to rename, clicking on 'Action' and then clicking on 'Rename'. The filename box will then become editable and you can change the name. Finally, click 'Save' to save the new filename, or 'Cancel' to revert to the previous filename.

How do I share my converted or compressed file on Facebook or X from the My Files section?

To do this, go to your My Files section, select the checkbox next to the file you want to share, click on 'Action' and then click on either 'Facebook' or 'Twitter' in the dropdown menu.

If you select 'Facebook', you will then be taken to your Facebook account (you may need to log in to Facebook if not already logged in on your device), and will be able to add a comment and then choose to share the link to the file to your news feed or as a story.

If you select 'X (Twitter)', you will be taken to your X (formerly Twitter) account (again, you may need to log in to X if not already logged in on your device), and will be able to add a comment and then share the link to your feed.

How do I convert a previously converted or compressed file to another format?

You can convert any of the files in your My Files section to another format without downloading and re-uploading the file. Simply select the checkbox next to the file you want to convert, click on 'Action' and then in the dropdown menu click on 'Convert'. You'll be taken to a page where you can choose which format to convert the file to and click 'Convert'. The file will then be converted, and the newly converted file will be added to your My Files section.

How can I delete my files?

What is the Zamzar desktop app?

The Zamzar desktop app is an app that you can install on your computer, so you can quickly and easily convert files at the click of a button. The app would be fully integrated with your desktop, allowing you to convert your files to the formats you need without having to visit the Zamzar website. File conversion just got even easier!

How do I download and install the Zamzar desktop app?

To download and install the desktop app, go to our Desktop App page, where you will be able to download the app and view our help guides for installing and using the app on your device. You can find a full user guide on how to use the application on Mac and Windows online.

What devices/operating systems is the Zamzar desktop app compatible with?

The Zamzar desktop app works with both Mac and Windows operating systems.

How do I convert files using the Zamzar desktop app?

To convert your files using the desktop app, just follow these instructions:

• First, install the Zamzar desktop app on your computer, if you haven't already done this.
• Then, find the file you want to convert and right-click on it.
• Hover over 'Convert to...' to reveal the drop-down list of formats you can convert that file type to, and then click on the format you want to convert to.

A new file will appear in the same folder showing a filename ending in .converting (e.g. myfile.doc.converting). Once the file has been converted, the new file will have a filename ending in the new file format (e.g. myfile.doc).

What file formats can I convert with the Zamzar desktop app?

You can convert thousands of different file formats with the desktop app, and you can see all the file conversions we offer on our formats page.

How many files can I convert with the Zamzar desktop app?

You can convert up to 25 files in total for free with the desktop app. With a paid Zamzar account, you can convert more files: 50 per day with the Basic plan, 100 per day with the Pro plan, and 500 per day with the Business plan.

What size of files can I convert with the Zamzar desktop app?

With the desktop app, you can convert 25 files up to 50MB in size for free. With a paid Zamzar account, you can convert files up to 200MB, 400MB or 2GB, depending on the plan you sign up for.

How do I find my files converted by the Zamzar desktop app?

Your newly converted file(s) will be downloaded into the same folder as your original file(s). If you have a paid Zamzar account and are logged in to your account in the desktop app, your converted files will also be added to your My Files section of the Zamzar website, which you can view when you are logged in on the website.

Do I need to be connected to the internet to use the Zamzar desktop app?

Yes, you will need to be connected to the internet to use the desktop app, as a copy of your original file will be automatically uploaded to Zamzar for conversion, and then the converted file will be downloaded to your computer.

When I convert a file using the Zamzar desktop app, will I lose the original file?

When you convert a file, we only upload a copy of your original file for conversion, so your original file will still be on your computer.

Can I convert more than one file at a time using the Zamzar desktop app?

Yes, you can easily convert more than one file at once. Simply select all the files you would like to convert, and then right-click on the group of files to choose the format to convert to. You will only be able to choose from formats that all the selected files can be converted to, and you will need to convert them all to the same single format. The converted files will then be downloaded to your computer.

Do I have to have a paid account to use the Zamzar desktop app?

You can convert up to 25 files for free with the Zamzar desktop app. These free conversions are for files up to 50MB in size. To convert more or larger files, you would need to sign up for a paid account.

How can I uninstall the Zamzar desktop app?

First, quit the app by clicking on the app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows), clicking on the three dots menu icon, and then clicking on 'Quit'.

Then, if you are using a Mac, click on Finder, click on the Applications folder, scroll down to the Zamzar app and right-click on it, and then click 'Move to Bin' in the dropdown menu.

Then, if you are using a Windows computer, click on the Start menu button, scroll down to the Zamzar folder and click on it to reveal the app inside, right-click on the app, and then click on 'Uninstall' in the dropdown menu. In the window that opens, select the Zamzar app and then click on 'Uninstall'.

How do I sign up for a paid account for the Zamzar desktop app?

To sign up for a paid account, simply open the desktop app on your computer, click on the app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows), click on the three dots menu icon, and then click on 'Sign Up for Account'. You'll then be taken to our pricing page, where you can select the plan you need, and complete the short, secure form to sign up.

I already have a paid account for Zamzar's web app - do I need to sign up again for the Zamzar desktop app?

No, if you already have a paid account, you don't need to sign up again - your web app account provides access to both our web app and our desktop app service. You can log in to your account in the desktop app using the 'Log in now' link in the app window, or by clicking on the three dots menu icon, and then clicking on 'Log In'.

Please note that our developer API is a separate service, so you can't use an API account to access file conversions through the desktop app.

How do I log in to my paid account with the Zamzar desktop app?

If you already have a paid account with Zamzar, simply open the desktop app on your computer, click on the app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows), and click on the 'Log in now' link (or the ‘Log In’ link under the three dots menu). You will then be able to enter your login details in the pop-up window and log in to your paid account.

How can I reset my password for my paid account with the Zamzar desktop app?

If you need to reset your password for your paid account, just follow these instructions:

• Click on the Zamzar desktop app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows). If the icon isn't present then you will need to open the app first (from the Applications folder on a Mac computer, or from the Start menu on a Windows computer).
• In the app window, click on the 'Log in now' link (or the 'Log In' link under the three dots menu).
• In the new window that opens, click on the 'Forgotten your password?' link.
• You will be taken to the password reset page on the Zamzar website. On this page, enter the email address for your Zamzar account in the email address field and click the 'Reset Password' button.
• Check your email account for an email from Zamzar with the subject 'Your Zamzar Password', and click on the link provided in the email.
• You will be taken to a new password reset page on the Zamzar website, where you will need to enter a new password in the password fields and click the 'Reset Password' button.

Your password will now be set as the new password you have entered, and you'll be able to use this new password to log in to your account in the desktop app.

How can I upgrade my account through the Zamzar desktop app?

To upgrade your account, first open the desktop app on your computer, click on the app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows), click on the three dots menu icon, and then click on 'Upgrade Account'. (If you don't see 'Upgrade Account' then you'll need to click 'Log In' and log in to your account first). You'll then be taken to the Zamzar website, where you will be able to log in, choose the plan you want to upgrade to, and then proceed with the upgrade.

I can't see the Zamzar desktop app icon in my menu bar (for Mac) or system tray (for Windows) - where has it gone?

This is because the app isn't open and running on your computer at that time. On a Mac computer, you can open the app by finding it in your Applications folder and double-clicking it. On a Windows computer, you open the app by finding it in your Start menu and clicking on it. Alternatively, simply start converting a file and the app will automatically re-open.

I'm using the Zamzar desktop app and my file is still showing as converting - how can I check the progress of the conversion?

You can check the progress of any conversion by clicking on the app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows). In the app window that opens you will be able to see the status of the file conversion. The different stages are:

• Starting: the file is about to be uploaded for conversion
• Uploading (X%): the file is uploading to Zamzar and this is the percentage of the file that has been uploaded so far
• Converting: Your file is being converted
• Downloading (X%): the converted file is downloading to your computer and this is the percentage of the file that has been downloaded so far
• Downloaded: the converted file has now been downloaded to your computer
• Queuing: the file will be uploaded when your other file conversions have completed.
• Failed: the file has failed to convert successfully on this occasion.

I'm using the Zamzar desktop app and my converting file has disappeared from my folder - where is it?

If your converting file is no longer showing in your folder, you can click on the desktop app icon (found in your computer's top menu bar on a Mac, or in your system tray for Windows) to check the status of the conversion. If the file is showing as 'Failed' then it means that the file couldn't be converted on this occasion. You could try converting the file again, or contact our support team for assistance.

My file has failed to convert using the Zamzar desktop app - what can I do?

Often it's worth trying to convert the file again, in case there was a problem with the upload of the file. If the file continues to fail to convert then you can contact our support team for help.

I'm using the Zamzar desktop app and I'm getting a message saying I've reached my free limit of 25 conversions. How can I keep converting files?

If you would like to continue converting files then you would need to sign up for a paid account. To do this, click on 'Sign Up' in the app window. You'll then be taken to our Pricing page, where you can select the plan you need, and complete the short, secure form to sign up.

I'm using the Zamzar desktop app and I'm getting a message saying my file is larger than 50MB. How can I continue with converting the file?

If you would like to convert a file larger than 50MB in size, then you would need to sign up for a paid account. To do this, click on 'Sign Up' in the app window. You'll then be taken to our Pricing page, where you can select the plan you need, and complete the short, secure form to sign up.

I'm using the Zamzar desktop app and when I right-click on my file and go to 'Convert to', I see 'No formats supported' - what does this mean?

This means that we don't currently offer conversions for the type of file you are trying to convert. You can see a list of all the conversions we offer on our formats page.

I'm using the Zamzar desktop app and when I right-click on my file and go to 'Convert to', I don't see the format listed that I want to convert to - why not?

When you click 'Convert to', you will only be shown formats that your file can currently be converted to by Zamzar. If the format you require isn't shown then it means that this conversion isn't currently supported. You can take a look at our formats page to see a list of all the conversions we offer.

I'm using the Zamzar desktop app and have a paid account, and I'm getting a message saying I've reached my upload limit of 200MB/400MB. What should I do now?

You would need to upgrade your account to convert a file that is larger than the file size limit of the plan you are on. To upgrade your account, click on the three dots menu icon, and then click on 'Upgrade Account'. You'll then be taken to the Zamzar website, where you will be able to log in to your account, choose the plan you want to upgrade to, and then proceed with the upgrade.

I'm using the Zamzar desktop app and I'm getting a message saying I've reached my upload limit of 2GB. How can I convert my file?

Unfortunately, we are currently only able to convert files up to 2GB in size.

I've contacted your support team - when will I get a reply?

Our support team read all emails and support requests sent in, and will always try to get back to you as quickly as possible. If you have a paid account with us, then this will be no longer than 1 working day for those on our Business plan, 2 working days for those on our Pro plan, and 3 working days for those on our Basic plan. Our core business hours are 09:00-18:00 GMT (UK), Monday to Friday.

Do you offer an API?

Yes - we offer an API (Application Programming Interface) for Zamzar, which allows you to integrate our powerful file conversion capabilities directly into your own applications and services. We have a full getting-started guide for using the API, including code samples in seven different programming languages. To sign up for a free test account to try out the API for yourself, or to view pricing information, take a look at our API pricing page.

How do I remove copyrighted, objectionable or pirated material from Zamzar?

We take abuse of our service very seriously. We offer the facility to remove any file you have converted through our site. Alternatively, please email our support team, who will be happy to help.

How can you offer such a great service completely free of charge?

We operate a business model that generates revenue through paid accounts that you can use to convert or compress larger files and more files per day.

'Zamzar' is kind of a weird name - where does it come from?

The name 'Zamzar' is based on a character from the Bohemian author Franz Kafka's book The Metamorphosis. In the novel, Kafka describes the extraordinary story of a young man who is transformed, whilst sleeping, into a gigantic insect. The man's name, Gregor Samsa, was used as the basis for our company name because of its powerful association with change and transformation.