How can we help?

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Files and conversions

My iPhone photo (HEIC) will not convert
  • Use HEIC to JPG. The first file takes a few seconds while the decoder loads.
  • "Could not be decoded" usually means the file was only partly copied (for example from iCloud). Download the original again, or AirDrop / email it to yourself as Actual Size.
  • To stop getting HEIC files at all: on the iPhone, Settings → Camera → Formats → Most Compatible.
  • Live Photos and burst shots: export a single still from the Photos app first.
My image will not convert or the result looks wrong
  • Check the file opens in another app. A damaged or partly downloaded file cannot be converted.
  • Make sure it is an image: JPG, PNG, WebP, AVIF, HEIC, GIF, BMP or SVG. RAW camera files and PSD are not supported.
  • Very large images (above about 16 megapixels on phones) can run out of browser memory. Try a computer, or resize first.
  • Transparent PNG to JPG turns the background white; choose PNG or WebP to keep transparency.
Which browsers work?
The latest Chrome, Edge, Firefox and Safari, on computers and phones. Everything runs on your device, so an old browser or a phone that is low on memory can fail on big batches. Close other tabs, update the browser, or try a computer. AI background removal downloads its model once, so the first image is slower.
Will my passport photo be accepted?
The tool crops to the official size for the country you pick and gives a plain background, but the authority decides. Use a sharp, evenly lit photo, face the camera with a neutral expression, and check the rules on your government's site. The 4×6 print sheet is part of Pro.

Free plan and limits

What does the free plan include?
Every tool is free: up to 5 images at a time, files up to 15 MB, background removal up to 1500 px and image to SVG up to 1000 px. There is no daily limit: when a batch is done, add the next 5. Pro removes the batch limit, takes files up to 200 MB, keeps full resolution and adds ZIP download and the passport print sheet.
Why was my file skipped or marked "Larger than 15 MB"?
The free plan converts files up to 15 MB and 5 at a time; extra files are skipped, not lost. Shrink the file first with Compress image, split the batch, or get Pro for files up to 200 MB and unlimited batches.

License key and Pro

I lost my license key. Where can I find it?
  1. Open the customer portal.
  2. Enter the email address you used at checkout. Polar, our payment partner, emails you a one-time sign-in code.
  3. Open your purchase and copy the license key.
  4. Paste it in Pricing → Activate your license key.
You can also search your inbox for the purchase email from Polar; the key is in it.
How do I use Pro on another device or browser?
There is no account: Pro is unlocked per browser with your license key. On the other device, open pixverter.com, go to Pricing → Activate your license key and paste the same key. Copy the key from your purchase email or the customer portal.
My license key does not work
Check these in order:
  • Copy the whole key, without spaces before or after it.
  • "This key is for another one of our products": each product has its own key. Activate it on the site where you bought it.
  • "Not valid or the subscription has ended": open the customer portal and check that your subscription is active and the last payment went through.
  • "Could not reach the license server": an ad blocker or company network may block api.polar.sh. Allow it, or try another network, then activate again.
It says the key is active on the maximum number of browsers
Free up a slot yourself: on a browser you no longer use, open Pricing → Activate your license key and choose Remove key from this browser. Then activate again on the new one. If that browser is gone (a lost or reset device), email support@pixverter.com with the last 4 characters of your key and we will reset it.
Do I need an account?
No. There is no sign-up. Your license key is your proof of purchase, and the customer portal lets you manage the purchase with just your email.

Billing, invoices and refunds

Where do I get an invoice or receipt?
Polar is our merchant of record, so invoices and receipts come from Polar. Open the customer portal, sign in with your checkout email and download them from your orders. You can add a company name, address and tax ID to an invoice there.
I do not recognize a charge from Polar
Purchases from Pixverter appear on your statement as Polar, our payment partner. To see what it was for, sign in to the customer portal with the email you may have used. If it was not you, write to support@pixverter.com before contacting your bank so we can refund it.
Can I get a refund?
Yes. Within 14 days of a payment, email support@pixverter.com from the address you paid with and say which purchase it is. The refund goes back to your original payment method through Polar; when it shows on your statement depends on your bank.
How do I cancel my subscription?
Open the customer portal, sign in with your checkout email, open your subscription and choose Cancel. You will not be charged again, and Pro keeps working until the end of the period you paid for.
How do I update my card or switch between monthly and yearly?
Update your payment method in the customer portal. To switch plans, cancel the current subscription there and buy the other plan on the pricing page when your paid period ends; activate the new key in the same way.

Privacy and your data

Are my images uploaded anywhere?
No. Every image is processed in your browser, on your device. Nothing is sent to our servers, and we never see your files. See the privacy policy.