Email Support

How to get in touch with our team for assistance, bug reports, and technical questions.

2026/10/24

Effective Date: October 24, 2026

At AI Metadata Cleaner, we are committed to providing a reliable, private metadata inspection and stripping tool. If you encounter unexpected behavior, browser crashes, or format parsing anomalies, we are here to help.

1. Primary Contact Channel

For all technical support inquiries, compatibility questions, and feedback, please email our team directly at:

Direct Email: support@aimetadatacleaner.pro
Official Website: https://aimetadatacleaner.pro

2. Scope of Support

Our support team can assist with:

Bug Reports: Issues where supported files fail to parse, throw JavaScript exceptions, or produce corrupt downloads.
Format Compatibility: Requests for improved support across camera RAW profiles (libraw-wasm), video codecs (ffmpeg.wasm), and PDF structures (pdf-lib).
Feature Suggestions: Ideas for UI enhancements, metadata tag selectors, or performance tweaks.
Privacy Clarifications: Technical questions regarding our local sandboxing and zero-upload guarantees.

What Support Cannot Do

Because processing occurs strictly inside your browser sandbox and we do not retain files or maintain accounts, our support team cannot:

Retrieve, recover, or reconstruct un-downloaded files after you close your browser tab;
Remove visible graphic watermarks or reconstruct clipped image portions;
Strip invisible pixel-domain watermarks (such as Google SynthID);
Influence or dispute how third-party platforms label or review your media.

3. How to Submit an Effective Bug Report

To help us diagnose and resolve issues quickly, please include as much relevant context as possible in your email:

Browser & Version: (e.g., Chrome 130 on macOS, Firefox 131 on Windows 11, Safari 18 on iOS);
File Characteristics: File extension (e.g., .heic, .cr2, .mp4), approximate file size, and the camera or software that generated it (e.g., Sony A7IV, Midjourney v6, iPhone 16 Pro);
Observed Error: The exact error banner, status code, or console log message shown in the application;
Reproduction Steps: What buttons were clicked or options toggled before the problem occurred.

Privacy Tip: Please do not attach sensitive or private personal photographs when reporting issues. If an issue is file-specific, test with a non-sensitive test image or scrubbed sample.

4. Expected Response Times

AI Metadata Cleaner is maintained as an independent, community-oriented privacy utility. We read every incoming email and typically reply within 24 to 48 business hours (Monday through Friday). Inquiries submitted over weekends or holidays will be reviewed on the next business day.

2. Scope of Support

Our support team can assist with:

Bug Reports: Issues where supported files fail to parse, throw JavaScript exceptions, or produce corrupt downloads.

Format Compatibility: Requests for improved support across camera RAW profiles (libraw-wasm), video codecs (ffmpeg.wasm), and PDF structures (pdf-lib).

Feature Suggestions: Ideas for UI enhancements, metadata tag selectors, or performance tweaks.

Privacy Clarifications: Technical questions regarding our local sandboxing and zero-upload guarantees.

Because processing occurs strictly inside your browser sandbox and we do not retain files or maintain accounts, our support team cannot:

Retrieve, recover, or reconstruct un-downloaded files after you close your browser tab;

Remove visible graphic watermarks or reconstruct clipped image portions;

Strip invisible pixel-domain watermarks (such as Google SynthID);

Influence or dispute how third-party platforms label or review your media.

3. How to Submit an Effective Bug Report

To help us diagnose and resolve issues quickly, please include as much relevant context as possible in your email:

Browser & Version: (e.g., Chrome 130 on macOS, Firefox 131 on Windows 11, Safari 18 on iOS);

File Characteristics: File extension (e.g., .heic, .cr2, .mp4), approximate file size, and the camera or software that generated it (e.g., Sony A7IV, Midjourney v6, iPhone 16 Pro);

Observed Error: The exact error banner, status code, or console log message shown in the application;

Reproduction Steps: What buttons were clicked or options toggled before the problem occurred.

Privacy Tip: Please do not attach sensitive or private personal photographs when reporting issues. If an issue is file-specific, test with a non-sensitive test image or scrubbed sample.