Contact
Email help@virtuedit.com. Please put “Converter” and a short description in the subject. Use the same address for privacy requests or suspected security issues; mark a security report “Security — Converter”. Support is by email; there is no guaranteed response time.
Core conversion is free and does not require a login. React Central mobile/online account issues and Virtual Editor issues belong to their respective product support pages. Never send us a password or an authentication code.
Use Jobs → Report a bug or Help → Report a bug to send a report inside the Converter. A conversion and reply email are optional. Select a conversion to attach its video links and processing diagnostics, or choose General app issue. You can view a summary, exclude diagnostics, or save the compressed JSON file for email. Videos and audio files are not attached. Reports go to our support channel on Discord; you do not need a Discord account. If delivery cannot be confirmed, use Check status or email help@virtuedit.com with the report reference and saved diagnostics rather than submitting a duplicate. Unsent drafts are retained while the app remains open; copy your message before closing the app if needed.
Before you write
- Check the installed app version and operating system.
- Open Jobs to see whether the conversion is still running, waiting for an action or complete.
- Check the saved output folder before repeating a conversion. A completed automatic conversion saves its results; Review is for checking or editing them.
- If the app asks for a removal area, confirm that the original stays in one fixed location without overlapping the reactor. Some layouts cannot be converted reliably.
- If original audio is not found, the music may be muted, changed or different from the selected original. Repeated retries do not necessarily solve this.
- Link import and embedded playback depend on the source service. If a link is unavailable, use a file you are entitled to process or a different permitted link.
- Check available disk space and that the selected output folder still exists and is writable.
- Review any matching/check notices and listen to the result before publishing. Automated checks cannot guarantee complete removal or undamaged reactor speech.
Information to include
Send the app version, Windows/macOS version, the action you were taking, the visible error text and brief steps to reproduce it. State whether the inputs are local files or imported links. Include a cropped screenshot only if needed and remove private filenames, account details and unrelated desktop content.
If we request diagnostics, inspect and redact logs first: logs may contain file paths, media titles, URLs and technical details. Start with a small authorized sample if one is needed; do not send an entire private video by default. Sending material for troubleshooting does not give us permission to publish it or use it for model training.
Managing storage and results
Jobs and editable working data can remain after you close the app. Use the app's deletion/storage controls to clean up app-managed downloads and analysis. When saved results exist, you can retain them or delete them too. Retaining result files does not preserve the removed job or its editable analysis project. Editing again may require import/download and analysis again.
Uninstalling does not necessarily delete your app data or saved files. Keep independent backups of originals and any results you want to retain. Files copied elsewhere, cloud backups and third-party uploads must be managed separately.
Updates
Use Help → Check for Updates. A required-update notice can restrict new processing while preserving ordinary access and saving for existing projects and work already running. On Windows Store installations, use the Store update. On macOS, use the official download destination. Do not delete your project data merely to clear an update notice. Link-import helper updates are separate from full app updates.
Privacy and retention
We use email service providers and Discord to handle support requests. Correspondence is retained while needed to resolve your request and deleted no later than 12 months after closure; unnecessary diagnostic/sample attachments are removed earlier. Specific legal obligations or genuine disputes can justify limited longer retention. You can request earlier deletion at help@virtuedit.com. The Converter Privacy Notice contains the full notice and any finalized recipient/transfer details.
Accessibility and feedback
Tell us if a control, keyboard action, label, color or layout prevents you from using the app. Describe the affected screen and any assistive technology you use. Do not include health information unless you choose to and it is necessary to explain the issue.
The planned official support page is https://virtuedit.com/converter/support. Only download apps from the official website or the product's Microsoft Store listing.