Support

Something not working, a question, or a request about your data? Here's how to get help quickly.

PixelDrop is a small independent service. We answer every message as soon as we can — usually within a few days, sometimes faster. Please write from the email address you use on your PixelDrop account.

Before you write

Most questions are answered in the step-by-step guide. A few quick checks that solve most problems:

No confirmation email? Look in your spam or junk folder and wait a couple of minutes.
Can't upload? Your storage may be full, or the file may be bigger than allowed.
Backup app asking for a recovery key? It's on the computer where you first set up TimeVault — open PixelDrop Backup there and click Show my recovery key.
Something looks wrong on a page? Reload it (Ctrl+F5 or Cmd+Shift+R) and try again.

What to include in your message

Your username (and the email you signed up with).
What you were doing and what you expected to happen.
The exact error message if there is one — a screenshot is perfect.
Your device and browser (for example “Windows 11, Chrome”) and, for backup issues, whether you use Windows or Linux.

Never send us your password or your recovery key. We will never ask for either, and we could not use the recovery key anyway.

Common requests

Forgot my password / lost my two-step code: Passwords: on the sign-in page choose Forgot your password? — we email you a code that lets you pick a new one. If you've also lost access to your email or your two-step code, write to us from your account's email address and we'll verify it's you and help you back in.
Delete my account and data: Go to Settings and use Delete my account at the bottom. It removes your account, your files (from our storage partner too) and your contacts straight away, and can't be undone. See the Privacy Policy.
Get a copy of my data, or correct it: You can download your files yourself at any time. For anything else we hold about you, write to us.
Billing or a payment that didn't go through: Include the plan, the date and how you paid (PayPal or NIM), plus any transaction reference. Never send card numbers — we never see them.

Report something

Illegal or abusive content, or copyright infringement: Send us the link to the file and a short description, and — for copyright — who you are and why you hold the rights. We review reports promptly and remove content that breaks our Terms.
A security problem: If you've found a way to get into something you shouldn't, please tell us privately by email before sharing it publicly, with as much detail as you can. We'll take it seriously and thank you.