Diagnostics & Support Policy

DRAFT FOR LEGAL REVIEW.

This policy explains exactly what troubleshooting information PDFort produces and what happens to it.

What PDFort records on your phone

Every time a tool fails (and, only if you share diagnostics, when it succeeds), PDFort adds one entry to a local log containing:

• Day (UTC, no time) — e.g. 2026-11-10
• Tool area — e.g. PDF_MERGE
• Error code — e.g. PDF_MERGE_002
• Outcome — FAILED or SUCCEEDED
• Duration range — e.g. 1to5s
• App memory range — e.g. 256to512

That's all. Never recorded: documents, images, previews, file names or folders, text inside files, OCR or translation results, search terms, passwords, error messages, stack traces, exact times, device IDs, advertising IDs or account details. Error codes are chosen from the type of failure, not from its message, because messages can contain file paths or text.

The log keeps at most 7 days and 500 entries, then older entries are removed. Clear it any time: Settings → Privacy & diagnostics → Clear local diagnostics. View it: Local diagnostic summary.

Sharing (optional, OFF by default)

Share technical diagnostics. If you turn this on, once a day PDFort sends the unsent entries as counts per day, plus the app version, "Android" and the Android major version (for example "15"). Our server checks every request against a strict list of allowed fields and rejects anything else. It stores only running totals — there is no record of which phone sent what. Turn it off at any time; nothing more is sent.

Send diagnostic report. You see the exact report — a summary of error codes and counts from the last 7 days, the app version and Android version — and choose whether to send it. It gets a random reference (like K7QM-3XPA), shown to you, which you can quote to support. Reports are deleted after 30 days.

Who sees it

Only the developer, through a password-protected dashboard that shows totals. Groups smaller than 5 are hidden so no individual can be singled out. Diagnostics are never used for advertising, marketing or decisions about your purchases, and are never linked to purchase records.

Network data

Our server (hosted by Cloudflare) doesn't store IP addresses with diagnostics. Cloudflare processes IP addresses while delivering requests and may keep security logs under its own policy.

Retention

• On your phone: up to 7 days.
• Reports you send: 30 days.
• Aggregate totals: up to 13 months, to spot problems across app versions.

Getting help without sharing documents

Email support@getpdfort.app with your phone model, Android version, the tool you used and, if you sent one, your report reference. Please don't attach the document. If a file won't open, describe it instead (for example "a 40-page scanned PDF from my bank"). Any contact details you include are handled separately from diagnostics.