Contact Us

1. Primary Contact

2. What We Can Help With

3. Response Expectations

We strive to respond to all inquiries promptly and thoroughly. Here is what you can expect after reaching out to us:

• General questions: Response within 24-48 hours during business days (Monday through Friday).
• Bug reports: Acknowledgment within 24 hours. Resolution timeline depends on complexity — simple formatting bugs are typically fixed within 48 hours; complex parser issues may take up to 7 days.
• Feature suggestions: Acknowledgment within 48 hours. We review all suggestions during our quarterly planning cycles and will notify you if your suggestion is selected for implementation.
• Privacy/data requests: Acknowledgment within 24 hours. Full response within 30 days (GDPR) or 45 days (CCPA) as required by applicable regulation.
• Business inquiries: Response within 3-5 business days, depending on the nature and complexity of the proposal.
• Media inquiries: Response within 48 hours. Time-sensitive press requests should include "PRESS" in the email subject line for prioritized handling.

Our business hours are Monday through Friday, 9:00 AM to 6:00 PM (UTC+0). Emails received outside business hours or on weekends and public holidays will be addressed on the next business day. We do not provide phone support at this time — email is our sole communication channel to ensure all inquiries receive thorough, documented responses.

4. How to Contact Us Effectively

To help us resolve your inquiry as quickly as possible, please include the following information in your email when applicable:

• Subject line: A clear, descriptive subject line helps us route your email to the right team member. Example: "Table formatting broken in DOCX export" is much more helpful than "Help needed."
• Detailed description: Describe your question, issue, or suggestion in as much detail as possible. For bug reports, explain what you expected to happen and what actually happened.
• Steps to reproduce: For bugs, provide the exact steps to reproduce the issue — including the specific Markdown text that caused the problem (paste it directly in the email).
• Browser and OS: Include your browser name and version (e.g., Chrome 120, Firefox 115) and operating system (e.g., Windows 11, macOS Sonoma, Ubuntu 22.04).
• Export format: Specify which export format (PDF, DOCX, DOC, HTML) was being used when the issue occurred.
• Screenshots: If the issue is visual, screenshots comparing the preview with the exported file are extremely helpful for our debugging process.

5. Alternative Resources

Before reaching out, you may find your answer in our existing resources. Many common questions are already addressed in our documentation:

• FAQ Section: Answers to the 7 most common questions about MarkConvert, including format differences, privacy, offline use, and syntax support.
• Markdown Syntax Guide: Complete reference for all supported Markdown elements with examples and expected output descriptions.
• How It Works: Detailed explanation of the 5-step conversion pipeline, helping you understand how your Markdown becomes a document.
• Disclaimer: Important information about the tool's limitations, especially for professional, legal, and academic use cases.

6. Our Commitment

When you contact MarkConvert, you can expect the following from us. Every email is read by a real human — we do not use automated chatbots or auto-responders for initial replies. We provide honest, specific answers — if we don't know the answer, we'll tell you and follow up when we do. Your privacy is respected throughout the communication — we never add your email to marketing lists, share it with third parties, or send unsolicited promotional content. Bug reports are taken seriously — every reported issue is logged, investigated, and tracked until resolution. Feedback genuinely shapes our product — our quarterly updates directly reflect user suggestions. We are grateful for every message we receive, whether it's a bug report, a feature request, or simply a note saying the tool was helpful. Your engagement helps us build a better product for everyone.