Contact

Talk to a real person

Questions, bug reports, and feature ideas all land in the same inbox — and we read every message. Most emails get a reply within two business days.

Based in London, Ontario, Canada

pdf@novusstreamsolutions.com

Report a bug

Something broke, exported wrong, or refused to open? Tell us the tool, the browser, and what you expected — screenshots of the screen (not the document) help a lot.

Suggest an improvement

Missing a tool or an option? A form layout the AI scan keeps misreading? Feature requests directly shape what gets built next.

General questions

Anything about privacy, advertising, the free model, or how a tool behaves. Check the FAQ first — many answers are already there.

Where we are

Novus Stream Solutions
London, Ontario
Canadapdf@novusstreamsolutions.comSupport in English, by email, worldwide — Eastern Time (ET) business hours.

We work remotely by email, so there is no office to visit — but every reply comes from London, Ontario.

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How long a reply takes

One person reads this inbox, in Eastern Time, Monday to Friday. These are the windows we actually hold to rather than an aspirational SLA — and if something will take longer, you get a note saying so instead of silence.

Something is broken1 business day for a first reply: Broken means a tool errors, exports a wrong or unopenable file, or refuses a document it should accept. These jump the queue because they usually affect more than one person.
A form the AI scan struggles with2 business days: Describe the form and where the scan went wrong (missed a column, stacked fields on top of each other, ignored the checkboxes). Blank official forms are usually published publicly — a link to the source PDF is more useful than a screenshot and means you never send us your filled copy.
Feature requests and suggestions2 business days, then it goes on the roadmap: Requests genuinely shape what gets built. Shipped items show up on the changelog, so you can check whether something you asked for has landed.
Privacy, advertising, or policy questions2 business days: Anything about what is collected, what advertising does, or how consent works. The privacy and cookie pages answer most of it in more detail than an email can.

Before you write, check here

These six questions make up most of the inbox, and every one of them already has a fuller answer on the site than an email could give you — available right now instead of tomorrow.

Is my document really not uploaded anywhere?
The full path a file takes, from picking it to downloading the result. How it works
Why will the editor not let me type on my scan?
Image-only pages have no text layer, so fields are placed by hand. The article shows how. Filling and signing a scanned PDF
How big a file can I process?
200 MB per file, and why your device rather than a plan tier is the real ceiling. The tools hub
Can you recover a password, or my file after I closed the tab?
No on both counts — nothing is stored, and unlock needs a password you already have. Unlocking a protected PDF
How do I turn off ads or analytics?
Live controls for each category, changeable at any time. Cookie preferences
What changed recently, or did you fix the thing I reported?
Every release, newest first, split into new / improved / fixed. Changelog

Still stuck? Write anyway — a question that is hard to answer from the existing pages is a signal that those pages need work, and several sections of this site exist because someone emailed to say they were missing.

What we can and cannot do

We can

Reproduce a bug from your description and fix it in the app.
Tell you why a specific document behaves the way it does, if you can describe its structure.
Explain exactly what a tool does to a file, including what it does not preserve.
Add a missing option, tool, or guide — most of the roadmap came from email.
Answer any question about privacy, advertising, analytics, or the free model.

We cannot

Recover a file you processed and then closed. Nothing is stored on our side to recover.
Look up what you did — there is no server-side log of your documents or actions.
Recover, crack, or bypass a PDF password you do not have.
Give legal, tax, immigration, or medical advice about the form you are filling in.
Confirm whether a filled form will be accepted by the organization receiving it.

What to include in a report

Which tool or page you were using (e.g. Merge PDF, the editor)
Your browser and device (e.g. Chrome on Windows 11, Safari on iPhone)
What you did, what you expected, and what happened instead
Any message shown in the status bar or on screen

And the one detail that matters most, per tool

Because we cannot see your file, one specific fact usually decides whether a report is reproducible on the first try or takes three emails.

Merge: How many files, and whether any of them were password-protected or produced by a phone scanner app.
Split: The exact range string you typed, and whether you asked for one PDF or a ZIP.
Organize: The page count, and whether the problem was the drag-and-drop reorder or the exported result.
Rotate: Which selection mode (all, odd, even, a range, or clicked pages) and the direction you chose.
Page numbers: The position, starting number, and format, plus whether the pages are mixed sizes or orientations.
Protect: Whether you set an open password, an owner password, or both, and which permissions you unchecked.
Unlock: Whether the file opens in a normal viewer with the same password you entered here.
Editor: Whether the PDF is a real form, a static layout, or a scan — and whether the field scan found nothing, too much, or the wrong places.

For quick answers, the FAQ, guides, and tutorials cover the most common questions.

A note about your documents

Because every tool runs in your browser, we never have a copy of your files — there is nothing we can recover, inspect, or restore on a server. When reporting a problem, please describe the document (page count, whether it was scanned or password-protected) rather than attaching it, unless you are comfortable sharing it by email.