DoxeloHelp
Support
We answer at info@mdevelopment.ro
Doxelo converts documents you may not want to email to anyone. By default, do not attach the file, screenshots of the contract, or OCR text. We can usually debug from technical details alone.
Email us
Typical reply window: within two business days.
What to include (safe by default)
- App version (Settings)
- What you were trying to do: convert, translate, extract, export
- Job id, if the Activity screen shows one
- Page number, if the issue is on one page
- Quality issue type, if Review Issues named one
- Whether you used Standard or High Accuracy
- Approximate time of the failure
Do not paste invoice numbers, names, or document text into the email unless you are sure you want us to see them.
If we need the page itself
We will ask first, in plain language, for example: “Allow Doxelo Support to securely access this page?” We will not pull a confidential file from your library because you opened a support ticket.
Common requests
Purchases show Free after I paid
Open Account → Plan & Billing and use Restore Purchases. Entitlements are stored on your Doxelo account, not only on one phone. If restore does not help, email us from the Apple ID you used to buy, without sending receipts that contain extra personal data if you can avoid it.
The Word file is only pictures
That is not a verified conversion. Check the Result screen: it should warn instead of showing “Verified Editable”. Send the job id so we can see the validation outcome.
I changed phones
Sign in with the same Apple ID. Your library is tied to the account. You do not need the old device.
Delete a document or the account
Delete a file from the Library. Delete the account in Settings. Both are permanent. Apple also requires in-app account deletion; it is a real purge, not a hide.
Processing seems stuck
Long documents keep running after you leave the app. Reopen Activity. If the job failed, credits for that job should be returned automatically — tell us the job id if they were not.