Contact Support

Have a question or need help? Check our FAQ first, or send us a message below. We typically respond within 24 hours.

How Support Works

Support requests are handled by email within 24 hours on business days (UTC+1). For faster answers, check the Documentation and FAQ first — most common questions are covered there.

What to include in your message

  • Your operating system (Windows version, macOS version)
  • App version (visible in Settings → About)
  • A description of the issue and steps to reproduce it
  • Any error messages shown in the app

For license and payment issues, include the email address used at purchase. For billing disputes, include your order reference number from the Stripe or PayPal receipt.

What we can help with

  • License & activation — Machine limit reached, license not activating, activation errors inside the app
  • Billing & payments — Refunds, duplicate charges, plan upgrades, PayPal and Stripe payment issues
  • Technical issues — Crashes, NLP model loading failures, file format errors, OCR not detecting text in images
  • Account access — Password reset (ZK accounts require re-registration if credentials are lost), email change requests
  • Feature requests — New entity types, additional document formats, language model additions
  • Bug reports — Reproducible issues with specific file types, edge cases in PII detection, UI bugs

Before submitting, check the Documentation, FAQ, and For known issues and recently fixed bugs, see the Changelog.

Security vulnerabilities: Please report security issues privately to security@anonym.plus instead of using this form. See our Security Policy for responsible disclosure guidelines.

GDPR Data Subject Requests (DSAR)

Under GDPR Articles 15–22, you have the right to access, correct, delete, restrict, or export your personal data. To submit a data subject access request:

  1. Email privacy@anonym.plus with the subject line "DSAR — [Right requested]" (e.g., "DSAR — Access", "DSAR — Erasure").
  2. Include the email address associated with your anonym.plus account so we can locate your data.
  3. Specify which right you are exercising: access (Art. 15), rectification (Art. 16), erasure (Art. 17), restriction (Art. 18), portability (Art. 20), or objection (Art. 21).
  4. We will acknowledge your request within 72 hours and respond within 30 days. Complex requests may take up to 3 months — we will inform you if an extension is needed.

Account deletion (Art. 17 erasure) can also be performed directly from your account dashboard under Settings → Delete Account. This permanently removes all personal data and revokes active licenses.

If you believe your GDPR rights have not been respected, you have the right to lodge a complaint with the supervisory authority in your country of residence. See our Privacy Policy for full details.