Support

Write to us

One address for everything: [email protected]. It is the support address for Reduce, and the right place for anything about your account, your data, your subscription, or a conversion that went wrong. We reply as soon as we can, and we do not promise a fixed turnaround.

If you are writing about your account, please write from the email address the account is under. That is the only way we can tell it is you, and it saves a round trip.

A recipe did not convert

Some pages cannot be read: a site behind a login or a paywall, a page with no recipe on it, or one that blocks automated readers entirely. Two things usually work. Open the recipe, copy the ingredients and steps, and paste the text into Reduce instead of the link. Or send us the link and we will look at why it failed, which is genuinely useful to us.

A failed conversion does not spend your free allowance. If you think one did, tell us and we will put it back.

If you are told there have been too many free conversions from your network, that is a limit on how many conversions one network can run in an hour while signed out, not a problem with the recipe. Waiting clears it, and signing in skips it, because the limit does not apply to conversions you run from an account. It can happen on a shared connection at an office, a campus or a cafe, where everyone looks like one network from our side. The privacy policy says what that check records.

Billing, upgrades and cancelling

Pro is billed through Stripe, and you manage it in Stripe's customer portal, which you reach from inside the app. What the portal offers is set by Stripe, and typically covers updating a card, finding an invoice and cancelling. If the portal does not open, or does not offer what you need, write to us and we will do it for you, cancelling included. Cancelling stops the next renewal and leaves Pro on until the period you have paid for runs out.

If a charge looks wrong, or Pro is not switching on after a payment, write to us with the date and the amount and we will trace it. The terms of service set out how the subscription works.

Getting back into your account

Use the "Forgot password?" link on the sign in screen and we will mail you a reset link. If the mail does not arrive, check the spam folder first, then write to us. If you signed up with Google, sign in with Google rather than a password: there is no password on that account to reset.

Your data, and deleting your account

You can delete your account and all associated data at any time. Email [email protected] from the address on the account to request deletion; an in-app delete control is being added to your account settings. We will confirm with you before anything is removed.

To get a copy of what we hold about you, or to have something corrected, write to the same address from the address on the account.

To take a single share link down without deleting your account, write to the same address and tell us which link. There is no in-app control for removing one share link yet, so this is the route today.

Deleting the account is a real deletion, not a flag: your profile, your saved recipes, your notes, your share links and their view counts, the conversions you made while signed in, and the counts of the assistant requests you made all go with it, and any share links you had published stop resolving.

Two things it does not reach. Conversions you made before you had an account, or while signed out, are attached to a device identifier rather than to the account, so deleting the account does not reach them. Write to us from the same address and we will delete those too. Billing records, meaning the notices Stripe sent us about your payments and the subscription state we kept from them, sit in their own tables, which carry no foreign key to your account row and which nothing sweeps, so the deletion does not reach them, and the stored checkout notice still contains the account identifier it was sent with, which keeps it traceable to you. A record of what was billed is one we keep, so we will remove whatever we are not required to keep. The privacy policy lists what is held and for how long.

Reporting a security problem

Write to [email protected] with what you found and how to reproduce it. Please give us a reasonable chance to fix it before telling anyone else, and please do not run tests against other people's accounts or data.

What to include

• The email address on your account, if the question is about your account.
• The recipe link, if a conversion went wrong.
• What you expected to happen, and what happened instead.
• The browser or device you were using, if something looked broken on screen.