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Getting Help

We’re here to help you succeed with Fileloom. Choose the support channel that best fits your needs.

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Support Channels

Documentation

Comprehensive guides and API reference

Email Support

support@fileloom.io

Status Page

Service status and incidents

Feature Requests

support@fileloom.io

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Support by Plan

PlanSupport LevelResponse Time
FreeDocumentation only-
StarterEmail support48 hours
GrowthEmail support24 hours
ScalePriority email12 hours
Scale BusinessDedicated support4 hours
Scale EnterpriseDedicated support + SLA1 hour

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Frequently Asked Questions

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Account & Billing

Go to Dashboard → Billing → Change Plan and select your new plan. Upgrades take effect immediately, and you’ll be charged a prorated amount for the remainder of your billing period.
Go to Dashboard → Billing → Cancel Subscription. Your plan will remain active until the end of your current billing period. You won’t be charged again, and your data will be retained for 30 days after cancellation.
We accept all major credit cards (Visa, Mastercard, American Express) and PayPal through our payment processor, Polar.sh.
We offer refunds within 7 days of purchase for annual subscriptions. Monthly subscriptions and credit packs are non-refundable. Contact support@fileloom.io for refund requests.
Go to Dashboard → Billing → Payment Method to update your card details or billing address.

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API & Technical

This depends on your plan:
  • Free: 5 MB
  • Starter: 25 MB
  • Growth: 50 MB
  • Scale: 50 MB
  • Scale Business: 100 MB
  • Scale Enterprise: 250 MB
Storage retention varies by plan:
  • Free: 7 days
  • Starter: 30 days
  • Growth: 90 days
  • Scale: 180 days
  • Scale Business/Enterprise: 365 days
PDF generation will fail with a NO_CREDITS_AVAILABLE error. You can either:
  1. Purchase a credit pack for immediate additional PDFs
  2. Upgrade to a higher plan
  3. Wait for your quota to reset on the 1st of the next month
Yes! You can use any Google Font by including the font link in your HTML. We also auto-inject common fonts (Inter, Roboto, Open Sans) as fallbacks for system fonts that don’t exist on our servers.
We automatically inject Twemoji for cross-platform emoji support. If you’re still having issues, ensure your HTML doesn’t block external scripts.
Rate limits vary by plan:
  • Free: 10 requests/minute
  • Starter: 120 requests/minute
  • Growth: 200 requests/minute
  • Scale: 400 requests/minute
  • Scale Business: 1,000 requests/minute
  • Scale Enterprise: Unlimited
Go to Dashboard → API Keys, click the menu on your existing key, and select Regenerate. The old key will be invalidated immediately.

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Templates

We use Handlebars for templating. It supports variables ({{variable}}), conditionals ({{#if}}), loops ({{#each}}), and 70+ built-in helper functions.
Yes, you can use any publicly accessible image URL. For best performance, use optimized images and consider base64 encoding for small icons.
Enable headers/footers in your template settings and use the special classes:
  • <span class="pageNumber"></span> - Current page
  • <span class="totalPages"></span> - Total pages
Yes! Your content will automatically flow across multiple pages. Use CSS page-break-before or page-break-after to control where breaks occur.

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Credits & Usage

Quota is your monthly allocation included with your subscription plan. It resets on the 1st of each month.Credits are purchased separately as credit packs. They don’t reset monthly but expire 90 days after purchase.
We use FIFO (First In, First Out):
  1. Monthly quota is used first
  2. When quota is exhausted, the oldest credit pack is used
  3. When all credits are exhausted, generation fails
Monthly quota does NOT roll over - it resets to your plan limit on the 1st.Credit packs remain valid for 90 days from purchase, regardless of billing cycles.
Go to Dashboard → Billing → Auto Top-Up and configure:
  • Which credit pack to purchase
  • Trigger threshold (e.g., when 90% of quota is used)
  • Maximum purchases per month

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Troubleshooting

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Common Errors

Error CodeCauseSolution
INVALID_API_KEYAPI key is missing, invalid, or revokedCheck your API key in Dashboard → API Keys
NO_CREDITS_AVAILABLEQuota exhausted and no creditsPurchase credits or upgrade plan
TEMPLATE_NOT_FOUNDTemplate ID doesn’t exist or is inactiveVerify template ID in Dashboard → Templates
TEMPLATE_COMPILATION_ERRORInvalid Handlebars syntaxCheck template for syntax errors
REQUEST_TIMEOUTGeneration took too longSimplify HTML or upgrade for longer timeouts
FILE_TOO_LARGEOutput PDF exceeds plan limitReduce content or upgrade plan
RATE_LIMIT_EXCEEDEDToo many requestsSlow down or upgrade plan

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PDF Rendering Issues

System fonts like -apple-system or Segoe UI don’t exist on our Linux servers. Use Google Fonts or our auto-injected fallbacks (Inter, Roboto, Open Sans).
Ensure printBackground: true is set in your options. This is enabled by default but may be overridden.
Check your margins - content might be extending into the margin area. Also verify your page format matches your content width.
  • Ensure image URLs are publicly accessible (no authentication required)
  • Use HTTPS URLs
  • Check that images aren’t blocked by CORS
  • Avoid CSS @import - include all styles inline or in <style> tags
  • Some CSS features may not be supported in print context
  • Use !important sparingly to override defaults

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Contact Us

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Email Support

For technical issues, billing questions, or general inquiries: support@fileloom.io Please include:
  • Your workspace ID (found in Dashboard → Settings)
  • Request ID (from error response)
  • Steps to reproduce the issue
  • Any relevant code snippets or template data

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Feature Requests

Have an idea to improve Fileloom? We’d love to hear it: hello@fileloom.io

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Security Issues

For security vulnerabilities or concerns: support@fileloom.io We take security seriously and will respond within 24 hours.

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Enterprise Inquiries

For custom plans, volume discounts, or enterprise features: hello@fileloom.io