Support

Contact product support

sanitizedocs@gmail.com

For app behavior, redaction review, purchase recovery or privacy requests, include the step that failed, the exact error message, your browser/device type, and whether you were using free access, a pack or Pro.

Do not send your document, recovery code, password, complete card number or sensitive personal information. Use a fictional example and remove personal information from screenshots. We do not need your PDF to check a payment problem.

Payments, receipts and refunds

Purchases are sold through Link using Stripe Managed Payments. Use the receipt from Link or Link’s transaction support for payment, receipt and refund help. For an app access problem, contact product support with a receipt or order reference and the approximate purchase date. Do not send payment credentials.

When the app says “Test payments only,” checkout is a sandbox and no real charge is taken.

I paid but cannot download

1. Keep the Sanitize tab containing your review open.
2. Return from checkout and select Check purchase. The app verifies payment with the billing service.
3. If this is a different browser or device, use Restore purchase with your verified purchase email or saved recovery code, then enter the emailed approval code. If two browsers are active, choose one to remove.
4. Make sure every page is reviewed and reconnect to the internet for a paid download.
5. If generation or payment verification fails, use Retry in the download sheet. Retrying the same source on the same purchase account reuses its recorded unlock.

A return from checkout alone does not grant access. Do not buy again to fix a delayed confirmation; contact support if verification still fails.

Recovery codes

Enter your verified purchase email or saved recovery code only in Restore purchase on Sanitize. We send an 8-digit approval code to the purchase email. Codes expire in 10 minutes and allow five incorrect attempts. Wait at least a minute before requesting another code. We do not email recovery codes. Clearing browser data removes the local sign-in but does not itself remove server purchase records.

The Restore purchase dialog lists active browsers and offers removal, Sign out everywhere and Replace recovery code. These actions require email approval. Save a replacement recovery code; the old code stops working and other browsers are signed out. If your email is unavailable, contact product support with your receipt reference. Recovery requires ownership verification and is not guaranteed. Support will never ask you to send a verification code.

Blurry scans or missed details

Start with the original downloaded PDF when possible. You can also open a JPG or PNG directly. Scans and images should be upright, sharp, evenly lit and printed in English. Rotate pages before scanning. Replace heavily blurred, shadowed or unreadable pages with a clearer copy.

Check names, addresses, businesses, barcodes, handwritten information and financial values on every page. Use the checkbox or double-click a detected match to remove or restore a cover. Use Cover an area for missed details, or open Enter exact coordinates to add an area with the keyboard. Recheck the page after every change. High reading confidence does not mean that every identifier was found.

Keyboard and visual review

Use Tab and Shift+Tab to move through controls, Space to change a checkbox, and Enter to activate a button. Manual covers can be entered as page percentages under Enter exact coordinates. Escape closes dialogs when no protected operation is running.

The PDF preview and redacted PDF output are page images. They do not provide a screen-reader text equivalent of the full page, and OCR text is not included in the TXT export. Complete review of scans requires visual inspection; assistance may be needed. The app does not claim full assistive-technology compatibility.

Downloads and offline setup

Allow your browser to save the requested file. “Download requested” means Sanitize handed the file to the browser; it cannot confirm that you saved it. Choosing both formats may trigger your browser’s multiple-download prompt.

Free downloads of up to three pages work offline after the app says Ready for airplane mode. Paid downloads require internet. If an app update is ready, finish and save your work before closing all Sanitize tabs and reopening. Clearing site data removes offline assets and may require purchase recovery.

JPG/PNG inputs download as one-page redacted PDFs. Their original image metadata is not copied into the export. Faces, signatures and handwriting require manual review. Redacted PDFs have flattened page images. TXT is available for PDF inputs as a separate extraction and excludes image/OCR content. Unredacted split downloads are not safe substitutes for reviewed redacted exports.