Support

Most questions have a fast answer below. If yours isn’t here, send a message — it reaches a person, and the reply comes back to the address you give.

Downloads & access

I subscribed but Download is still locked

Downloads unlock in the browser you subscribed in — there is no account and no password, so a different browser or device has not been told yet. Trace your image, click Download, then Restore access: a one-time link arrives by email and unlocks that browser too. The link works once and expires in about an hour, so click it on the device you want unlocked.

I closed the tab before downloading

Nothing is lost and nothing extra is charged. Upload the same image again — the same image with the same settings produces the identical file — and download it. There is no limit on how many times you download.

The link in my email says it doesn’t work

Access links are single-use and short-lived by design. Ask for a fresh one from Account → Restore access; the previous one being spent is expected, not a fault.

Billing & cancelling

Change your card, get invoices, or cancel

Account → Manage billing emails you a secure one-time link; the click from your inbox opens Stripe’s billing portal, which holds your card, your invoices and the cancel button. We route it through your inbox on purpose — possession of a browser opens downloads, never the money.

What happens when I cancel

Downloads keep working until the end of the period you already paid for, then stop. Nothing renews after that.

Refunds

A first subscription carries a 14-day no-questions refund. Ask below within 14 days of that first payment and you get it back — no explanation required. The full wording is in the terms.

Trace quality

The result looks wrong — too many colours, or too few

Check the mode first: Color for anything with more than one ink, B&W for single-colour silhouettes and wordmarks, Multi-tone for grayscale artwork. Then use Palette size — on auto it answers with the number of colours a person would count, and setting a number overrides it.

Small details or thin lines disappeared

Lower Speckle removal. It exists to drop quantization debris, and at a high setting it will take genuinely small marks with it.

The whole image came back speckled or blotchy

That is usually a photo, a scan or a JPEG carrying grain. Try Grain cleanup, and Even lighting if the original was photographed rather than scanned. When the app detects either problem it offers the fix as a one-click chip above the controls.

Every control is documented in the guide. If none of it helps, send us the image below — results that come back badly are what the engine work is prioritized from.

Files & sizes

• Formats: SVG, PNG, PDF and EPS, all from the same trace and the same layer edits.
• EPS and transparency: PostScript has no transparency, so an EPS export of a Multi-tone trace is refused rather than silently flattened. Export SVG or PDF instead.
• Physical size: set one width in px, mm or inches and it is written into the SVG, the PDF page box and the EPS bounding box. Pages are capped at 200×200 inches.
• PNG: 1×, 2× or 4× the source grid. Very large images may refuse the highest multiple, and the message names a scale that will work.
• Upload size: oversized images are scaled down in your browser before upload, and the app tells you when it does.

Send a message

Include the image if you can describe it, the mode you used, and what you expected. We read everything.

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