Support

How support works here

ZillaKit is run by a small team, so support is by written ticket only. There is no phone line and no live chat, and we would rather say that plainly than leave you waiting on a number that nobody answers. Use the form above, or email ajmitch777@gmail.com if you would rather use your own mail client. Every ticket gets a ticket ID as soon as you send it. Save that ID: with the email address you used, it lets you pull the whole conversation back up on this page from any device, including our replies. We also reply by email, so check your spam folder if a response seems slow.

When something is broken, the three details that get it fixed fastest are which tool you were using, what you clicked just before it went wrong, and which browser you are on. If a file was involved, tell us its format and rough size, but please do not attach it. We do not need your file, and in almost every case we can reproduce the fault from a description. Every tool page also has a small report link that opens this form with the tool name already filled in.

Common questions

My file will not upload

It should not be uploading at all. Almost every tool on ZillaKit works on the file directly on your device, so choosing a file is instant and there is no progress bar waiting on a server. If nothing happens when you pick a file, the usual causes are: the file is very large and the browser is still reading it (a 500MB video takes a while and a phone may run out of memory entirely); the format is not one that tool accepts, which the tool page lists; or a script blocker, privacy extension or strict content blocker has stopped the tool's code from running. Try a hard refresh first (Ctrl and F5, or Cmd, Shift and R on a Mac), then the same tool in a private window with extensions disabled. If it works in a private window, an extension is the culprit.

Which browsers work

Anything current: Chrome, Edge, Firefox, Safari, Brave and Opera, on Windows, macOS, Linux, Android and iOS. The tools lean on modern browser features, so a browser more than a couple of years out of date, or Internet Explorer, will not work. On iPhones and iPads every browser uses Apple's engine underneath, which has tighter memory limits, so very large video and PDF jobs are more likely to fail there than on a desktop. If a big job stalls on a phone, a laptop will usually finish it.

Printing puzzles, worksheets and certificates

Everything meant for printing is built to print from the browser. Choose Print from the browser menu, or press Ctrl and P. Two settings matter: set the paper size to match your printer (A4 in most of the world, Letter in the United States) and turn on background graphics if grid lines or shaded boxes are missing from the preview. In Chrome and Edge that switch is under More settings. Set margins to Default or None depending on how much white space you want. If you want a file rather than paper, choose Save as PDF as the printer. Answer keys print as their own page, so you can print the puzzle for the class and keep the key.

Where did my download go

Wherever your browser normally saves files, usually the Downloads folder. We cannot choose the location or see what was saved. If a download did not appear, check whether the browser blocked a popup or an automatic download for the site and allow it, then try again.

Subscriptions, billing and refunds

Subscriptions are handled by our payment provider, not by us directly, so your card details never touch our site. To change plan, update a card, pause or cancel, open the billing portal linked from your account page. Cancelling stops the next payment and you keep the paid features until the period you have already paid for runs out. For a refund, send a ticket above using the email address you paid with and tell us what happened. We are not trying to trap anyone in a subscription they are not using. If you paid and the paid features have not appeared, make sure you are signed in with the same email address you used at checkout, then sign out and back in once, which re-reads your subscription status.

Can you build a tool I need

Possibly. Send a ticket with the type set to tool request and describe the job you are trying to do rather than the tool you imagine. Requests that come in more than once tend to get built. We cannot promise timing, and we will tell you if something is not feasible in a browser.

Is my data safe

For the great majority of tools the question does not arise, because nothing leaves your device. The few tools that do need our server say so on their own page: speech to text, the Office document converters, the YouTube transcript lookup, PC Builder price checks and the AI writing features. Files sent for conversion or transcription are deleted automatically, and are not used for anything else. The full detail is in our privacy policy.