Whether something has gone wrong, you have an idea for making the tool better, or you simply want to say hello, we would like to hear from you. Because the converter runs entirely in your own browser, most problems come down to a handful of causes, so please skim the quick fixes further down first. They solve a good share of reports without any waiting.
Support by email Runs in your browser Your images stay with you
How can we help?
Report a problem
The more precise you can be, the faster we can reproduce what you saw. Please include:
- Your browser and version, plus the device, for example “Firefox 130 on Windows 11” or “Safari on an iPhone”. The tool supports current versions of Chrome, Firefox, Safari and Edge.
- The image type and size: the format (JPG, JPEG, PNG, WEBP, GIF or BMP), the file size in MB and, if you know them, the pixel dimensions.
- Which selection mode you were using: Rectangle Crop, Freehand Lasso, Auto Subject Extraction or AI Click Select.
- The exact error text, copied word for word rather than described from memory.
- What you expected to happen, and what happened instead.
- If you run the site yourself, the shortcode you used, including any attributes such as
max_size,aiorsam.
Messages you might see
- About the file: “Unsupported format: … Supported formats are JPG, JPEG, PNG, WEBP, GIF and BMP.” · “… exceeds the maximum allowed size of …” · “… is empty or damaged.” · “This image could not be read. The file may be damaged or incomplete.”
- About the selection: “The selected area is too large … The maximum is … pixels per side.” · “The selected area is too small. Select at least … pixels.” · “No outline was drawn. Draw around the subject first, or switch to rectangle selection.”
- About the conversion: “This image could not be converted to PNG. Please try again, or try a different image.” · “There was not enough memory to convert this image. Try selecting a smaller area.” · “Your browser cannot convert images locally. Please update to a recent version of Chrome, Firefox, Safari or Edge.”
- About the AI modes: “The AI model could not be downloaded. Check your internet connection and try again, or use Rectangle Crop or Freehand Lasso instead.” · “Your browser cannot run the AI model. Please use Rectangle Crop or Freehand Lasso instead.” · “Automatic detection failed for this image. Try again, or use Rectangle Crop or Freehand Lasso instead.” · “AI selection isn’t available right now. Try Rectangle Crop or Freehand Lasso instead.” · “This image is too large for AI selection. Try Rectangle Crop or Freehand Lasso instead.” · “Nothing was detected at that point. Try clicking directly on the object.”
Suggest a feature
Ideas are very welcome. The most useful suggestions describe the job you are trying to do rather than a particular button, so please tell us:
- The problem you are solving, in a sentence or two. What are the PNGs for?
- Which mode it relates to, if any, and what you tried in the current version.
- The kind of images involved: product photos, scans, screenshots, artwork with transparency, and so on. A description is enough; there is no need to send the images.
- Who it is for: visitors using the tool on a page, or site owners setting it up.
Before you write, it is worth checking whether your idea is already a setting. Site owners can hide either AI mode (ai="no", sam="no"), choose a larger extraction model with better edges (ai_model="isnet_fp16"), change the file-size limit (max_size, between 1 and 100 MB), restrict the picker to one file at a time (multiple="no"), change the heading and intro text, or reword any string through WordPress translation.
We cannot promise that every idea will make it in, but every suggestion is read, and a clear explanation of the underlying need is what gives it the best chance.
Before you write
Four quick fixes that resolve the most common reports. Each takes a minute or two.
Clear the site’s cached model files
The two AI modes keep their models in your browser’s cache after the first download (about 44 MB for Auto Subject Extraction and about 38 MB for AI Click Select) so that you do not pay for the download twice. If that download was interrupted, for example by a dropped connection or a closed tab, the stored copy can be incomplete and the mode can keep failing each time you try it.
In your browser’s privacy or site settings, clear the cached files and site data for this website only; there is no need to clear everything. Then reload the page and try the AI mode again. You should see “Downloading the AI model…” with a percentage while a fresh copy comes down.
Check your connection if you are using an AI mode
Rectangle Crop and Freehand Lasso work entirely offline, but Auto Subject Extraction and AI Click Select need an internet connection the first time they are used, because the model has to be fetched. If you see “The AI model could not be downloaded…” or “AI selection isn’t available right now…”, first check that you are online.
Some office, school and content-blocking networks block the hosts the models come from (cdn.jsdelivr.net, staticimgly.com and huggingface.co), so it is worth trying again on a different network. On mobile data the first download is significant; if you can wait for Wi-Fi, do. Once the model is cached, later images in the same session are much quicker.
Use Rectangle Crop or Freehand Lasso if AI is unavailable
Both of these modes are fully offline and never make a network request, so they keep working whatever happens with the AI models. Freehand Lasso still gives you a transparent background: draw around the subject and everything outside your outline is made transparent, trimmed to the outline’s bounding box. Rectangle Crop exports exactly the pixels inside the box, in the source image’s real dimensions.
You can switch mode with the buttons above the image without losing the image you have loaded, so nothing needs to be started again.
Try a smaller image, or a smaller selection
A few limits are deliberate. The file-size limit is shown under the drop zone (20 MB unless the site owner has changed it) and applies to the file you drop. The pixel-dimension limit, on the other hand, applies only to the area you select, so you can take a region out of a very large photo even when the whole thing would be too big to convert.
AI Click Select declines images above roughly 16 megapixels with “This image is too large for AI selection…”; use Rectangle Crop or Freehand Lasso for those. “The selected area is too large…” and “There was not enough memory…” both mean your browser cannot hold an image that big in memory: select a smaller area, close other tabs, or resize the image before converting it. Very large images are also slower in the AI modes, particularly on phones.
Get in touch
Email is the way to reach us: [contact@example.com]. Write in plain language; there is no need for a formal report. If something is not working, the checklist under “Report a problem” above tells you what to include.
We never receive your images. Everything the converter does happens in your browser, so nothing is ever sent to us, and you do not need to attach your images to an email unless you want to. A short description (format, size and roughly what the picture shows) is usually all we need to reproduce a problem.