> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fileloom.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Get help with Fileloom - contact support, browse FAQs, and find troubleshooting guides.

## Getting Help

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

## Support Channels

<CardGroup cols={2}>
  <Card title="Documentation" icon="book" href="/getting-started/introduction">
    Comprehensive guides and API reference
  </Card>

  <Card title="Email Support" icon="envelope" href="mailto:support@fileloom.io">
    [support@fileloom.io](mailto:support@fileloom.io)
  </Card>

  <Card title="Status Page" icon="signal" href="https://status.fileloom.io">
    Service status and incidents
  </Card>

  <Card title="Feature Requests" icon="lightbulb" href="mailto:support@fileloom.io">
    [support@fileloom.io](mailto:support@fileloom.io)
  </Card>
</CardGroup>

## Support by Plan

| Plan             | Support Level           | Response Time |
| ---------------- | ----------------------- | ------------- |
| Free             | Documentation only      | -             |
| Starter          | Email support           | 48 hours      |
| Growth           | Email support           | 24 hours      |
| Scale            | Priority email          | 12 hours      |
| Scale Business   | Dedicated support       | 4 hours       |
| Scale Enterprise | Dedicated support + SLA | 1 hour        |

## Frequently Asked Questions

### Account & Billing

<AccordionGroup>
  <Accordion title="How do I upgrade my plan?">
    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.
  </Accordion>

  <Accordion title="How do I cancel my subscription?">
    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.
  </Accordion>

  <Accordion title="What payment methods do you accept?">
    We accept all major credit cards (Visa, Mastercard, American Express) and PayPal through our payment processor, Polar.sh.
  </Accordion>

  <Accordion title="Can I get a refund?">
    We offer refunds within 7 days of purchase for annual subscriptions. Monthly subscriptions and credit packs are non-refundable. Contact [support@fileloom.io](mailto:support@fileloom.io) for refund requests.
  </Accordion>

  <Accordion title="How do I update my billing information?">
    Go to **Dashboard → Billing → Payment Method** to update your card details or billing address.
  </Accordion>
</AccordionGroup>

### API & Technical

<AccordionGroup>
  <Accordion title="What's the maximum PDF size I can generate?">
    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
  </Accordion>

  <Accordion title="How long are generated PDFs stored?">
    Storage retention varies by plan:

    * Free: 7 days
    * Starter: 30 days
    * Growth: 90 days
    * Scale: 180 days
    * Scale Business/Enterprise: 365 days
  </Accordion>

  <Accordion title="What happens if I exceed my monthly quota?">
    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
  </Accordion>

  <Accordion title="Can I use custom fonts in my PDFs?">
    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.
  </Accordion>

  <Accordion title="Why are emojis not rendering correctly?">
    We automatically inject Twemoji for cross-platform emoji support. If you're still having issues, ensure your HTML doesn't block external scripts.
  </Accordion>

  <Accordion title="What's the API rate limit?">
    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
  </Accordion>

  <Accordion title="How do I rotate my API key?">
    Go to **Dashboard → API Keys**, click the menu on your existing key, and select **Regenerate**. The old key will be invalidated immediately.
  </Accordion>
</AccordionGroup>

### Templates

<AccordionGroup>
  <Accordion title="What templating language do you use?">
    We use Handlebars for templating. It supports variables (`{{variable}}`), conditionals (`{{#if}}`), loops (`{{#each}}`), and 70+ built-in helper functions.
  </Accordion>

  <Accordion title="Can I use external images in templates?">
    Yes, you can use any publicly accessible image URL. For best performance, use optimized images and consider base64 encoding for small icons.
  </Accordion>

  <Accordion title="How do I include page numbers?">
    Enable headers/footers in your template settings and use the special classes:

    * `<span class="pageNumber"></span>` - Current page
    * `<span class="totalPages"></span>` - Total pages
  </Accordion>

  <Accordion title="Can I create multi-page PDFs?">
    Yes! Your content will automatically flow across multiple pages. Use CSS `page-break-before` or `page-break-after` to control where breaks occur.
  </Accordion>
</AccordionGroup>

### Credits & Usage

<AccordionGroup>
  <Accordion title="What's the difference between quota and credits?">
    **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.
  </Accordion>

  <Accordion title="In what order are quota and credits consumed?">
    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
  </Accordion>

  <Accordion title="Do unused credits roll over?">
    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.
  </Accordion>

  <Accordion title="How do I set up auto top-up?">
    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
  </Accordion>
</AccordionGroup>

## Troubleshooting

### Common Errors

| Error Code                   | Cause                                    | Solution                                     |
| ---------------------------- | ---------------------------------------- | -------------------------------------------- |
| `INVALID_API_KEY`            | API key is missing, invalid, or revoked  | Check your API key in Dashboard → API Keys   |
| `NO_CREDITS_AVAILABLE`       | Quota exhausted and no credits           | Purchase credits or upgrade plan             |
| `TEMPLATE_NOT_FOUND`         | Template ID doesn't exist or is inactive | Verify template ID in Dashboard → Templates  |
| `TEMPLATE_COMPILATION_ERROR` | Invalid Handlebars syntax                | Check template for syntax errors             |
| `REQUEST_TIMEOUT`            | Generation took too long                 | Simplify HTML or upgrade for longer timeouts |
| `FILE_TOO_LARGE`             | Output PDF exceeds plan limit            | Reduce content or upgrade plan               |
| `RATE_LIMIT_EXCEEDED`        | Too many requests                        | Slow down or upgrade plan                    |

### PDF Rendering Issues

<AccordionGroup>
  <Accordion title="Fonts look different than expected">
    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).
  </Accordion>

  <Accordion title="Background colors not appearing">
    Ensure `printBackground: true` is set in your options. This is enabled by default but may be overridden.
  </Accordion>

  <Accordion title="Content is cut off">
    Check your margins - content might be extending into the margin area. Also verify your page format matches your content width.
  </Accordion>

  <Accordion title="Images not loading">
    * Ensure image URLs are publicly accessible (no authentication required)
    * Use HTTPS URLs
    * Check that images aren't blocked by CORS
  </Accordion>

  <Accordion title="CSS styles not applying">
    * 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
  </Accordion>
</AccordionGroup>

## Contact Us

### Email Support

For technical issues, billing questions, or general inquiries:

**[support@fileloom.io](mailto: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

### Feature Requests

Have an idea to improve Fileloom? We'd love to hear it:

**[hello@fileloom.io](mailto:hello@fileloom.io)**

### Security Issues

For security vulnerabilities or concerns:

**[support@fileloom.io](mailto:support@fileloom.io)**

We take security seriously and will respond within 24 hours.

### Enterprise Inquiries

For custom plans, volume discounts, or enterprise features:

**[hello@fileloom.io](mailto:hello@fileloom.io)**