Have you ever wanted to
convert files without the need
to download software ?

Zamzar - Video Converter, Audio Converter, Image Converter, eBook Converter

 
Frequently Asked Questions

Welcome to our FAQ page - Just click on a question below to see the answer. If you can't find a solution to your query here then please fill in our online support form and we'll do our best to help.

Questions

Answers

File Conversions (Back to top)
  • What different file formats do you support ?
  • We have split our file formats into five distinct categories - Document, Image, Music, Video and Other Formats, you can see the exact conversion types on offer here.
     
  • I converted a file and didn't receive an email link to it - What happened ?
  • In high volume periods emails can be delayed by up to an hour. If you still haven't received an email after this time period then be aware that sometimes email providers will incorrectly mark emails from Zamzar as spam. To prevent this and maximise your chances of emails from Zamzar getting through please follow the steps below for your email provider:

    • Hotmail

      • To whitelist us in Hotmail, you can add our email address to your Safe List
      • Access your Hotmail mailbox
      • Select Options from the top right (next to Help)
      • Select Junk e-Mail Protection (the first link)
      • Select Safe List
      • In the space provided, enter convertedfiles@zamzar.com
      • Select Add
      • Ensure the safe list box has the address you entered, and select Ok

      • You can also add the convertedfiles@zamzar.com email address to your contact list
      • Open the most recent email from us
      • Select the Save Address button (to the right in the line of options above the email)
      • Click Ok


    • Yahoo

      • You can ask Yahoo to filter mails from convertedfiles@zamzar.com to your inbox
      • Open Yahoo mailbox
      • Select Mail Options
      • Select Filters
      • Click Add Filter
      • In the top row, labeled From Header, select contains from the pull down menu. Enter convertedfiles@zamzar.com in the text box next to the pull down menu
      • Move down to the bottom where there is the option Move the message to. Select inbox from the pull down menu
      • Select Add Filter button once again


    • Gmail

      • To ensure that you receive Zamzar Conversion mails in your inbox, you can add the convertedfiles@zamzar.com address to your contact list. And, If one of our mails has been moved to the spam folder, you can mark them Not Spam, to whitelist it
      • Open the latest issue of the e-mail you want to whitelist
      • There would be a few drop down options just after the date on the right hand side
      • Select Add sender to contact list

      • Alternatively
      • Select contacts from the options on the left side of the Gmail Inbox
      • Select Create Contact on the top menu
      • Enter the convertedfiles@zamzar.com address in the primary email box
      • Select Save

      • If one of our mails has been by mistake moved to the spam folder, you can prevent it happening by:
      • Selecting the Spam link - to open the spam folder
      • Open the wrongly filtered convertedfiles@zamzar.com mail
      • Select the Not Spam button at the top of the email (right next to the delete forever)


    • AOL (version 9.0 or higher)

      • In AOL, you can add convertedfiles@zamzar.com address to the "People I Know" list. To add the address :
      • Copy the text convertedfiles@zamzar.com
      • Select the Mail menu and select Address Book
      • In the pop up box, select Add
      • Paste the copied address/type the address required in the Other email field
      • Make the newly added address the "Primary email address" by checking the checkbox
      • Select Save

    • AOL (version 7.0 or 8.0)

      • Select Mail in the Menu on the top of the screen
      • Select Mail Controls. The Mail Control Screen should then be displayed.
      • Select Next
      • Select Customize Mail Controls for this Screen Name and click Next


    • AOL (version 7.0 or 8.0)

      • Select Mail in the Menu on the top of the screen
      • Select Mail Controls. The Mail Control Screen should then be displayed.
      • Select Next
      • Select Customize Mail Controls for this Screen Name and click Next
      • Select "Allow email from all AOL members, email addresses and domains" (allows all emails).
      • Select Next until the Save button shows up at the bottom
      • Select Save


    • MSN

      • In MSN, to whitelist our mails, you can add our mail addresses to your Safe List. This is how you do that:
      • Select Settings: Email | Junk e-mail (bottom left, just above Calendar)
      • From the E-mail settings screen, select Junk E-mail Guard
      • Select Safe List
      • Enter the convertedfiles@zamzar.com address
      • Select Add


    • Outlook 2003 or higher

      • If you are using Outlook 2003 or higher for your emails, you can whitelist by:
      • Open the email
      • From the list of emails, right click on the sender's email address
      • Select Add sender to Address book
      • Click Save and close


    • Norton AntiSpam

      • AntiSpam works along with Outlook, Outlook Express, Netscape and Yahoo, MSN/Hotmail to block spam mails before it reaches your inbox. To make sure Zamzar Conversion mails reach you, you can add us to your Personal Friends list or Global Friends list. Here is how you can do that:
      • Start Norton AntiSpam, select Status & Settings tab
      • Select AntiSpam
      • Select Configure button - right hand side bottom of the screen
      • Select Allowed List tab - second tab on the list of tabs
      • Select Add
      • Enter convertedfiles@zamzar.com address in the Email address box
      • Select Ok
      • Select Allowed List tab - second tab on the list of tabs


    • McAfee Spamkiller

      • The McAfee Spamkiller works with Outlook, Outlook Express, Outlook 98, MSN/Hotmail to block spams. To whitelist Zamzar Conversion mails :
      • Select Friends tab
      • Select Email Address tab
      • Select the down arrow to view Personal Friends List
      • Select Add a Friend from the right hand side
      • In the address box, add the convertedfiles@zamzar.com address, and select Single e-mail address as type, and Add
      • Select Domains
      • In the address box, enter Zamzar.com, choose "all users at domain" as type and click Add
      • Select Save


    • Spam Assassin

      • In Spam Assassin, you can whitelist Zamzar Conversion mails in the User Preferences. To whitelist :
      • Find the spamassassin folder from your hard drive, and open it
      • There should be a file named user_prefs. Open it with a text editor (for e.g. Notepad). If there is no such file, create it, instructions are available at http://spamassassin.taint.org/doc/Mail_SpamAssassin_Conf.html
      • Make a new line in the file. On that line, enter whitelist_from, followed by the convertedfiles@zamzar.com address that you wish to whitelist. To whitelist the domain, enter @Zamzar.com
      • Save and close the file

    If try to amend these settings and still do not receive an email please report it to our support team support@zamzar.com.
     
  • I received a link to a file that I don't know about - What should I do ?
  • Someone may have raised a request for your email address that you did not know about, you can either remove the file from our records here or email us at abuse@zamzar.com.
     
  • Can I convert the same file twice ?
  • You can convert the same file as many times as you want (although not in the same upload session.)
     
  • I got an "Incorrect Link" message when I tried to retrieve my converted file - What happened ?
  • It could be that your file is no longer available - we currently hold files for a 24 hour period. It could however be that there has been a failure in the conversion process, in this case we would suggest attempting to convert the file again, if this still fails then please email our support team support@zamzar.com
     
  • I got a "File download expired" message when I tried to retrieve my converted file - What happened ?
  • Your file is no longer available - for the free service we currently store converted files for a 24 hour period. (This time period is unlimited if you signup for a Zamzar account)
     
  • What is the "AllConvertedFiles.zip" on my converted files page ?
  • When converting more than one file, we give you the option to download all your files in a compressed zipped format. Once downloaded you can unpack your compressed zip file that contains all your converted files. Generally this file is 25% smaller than downloading all your individual files.
     
  • I'm having problems opening my converted file after downloading - Can you help ?
  • If you find after your conversion that the file will not open, please ensure you have the correct software in order to open your file. If you have the correct software, and the file still does not open then please report the issue to our support team support@zamzar.com , attaching the affected file.
     
  • I deleted a file that I converted through this site - Can I retrieve it from you ?
  • You can use the link that was sent in your email if it is within 24 hours of the conversion, unless you have signed up to one of the conversion plans where you can manage your files as you wish. Within the free service we would suggest re-converting your file as we delete all files after a 24 hour period.
     
  • How many files can I convert at one time ?
  • Currently you can convert a maximum of 10 files in a single session, and up to 50 files in any 24 hour period. However if you signup you can convert up to 100 files at any one time with unlimited daily conversions.
     
  • How can I convert files ?
  • You can convert files from your computer on Zamzar on our main conversion page by clicking the "Browse" button, browsing to your file, selecting the relevant conversion type, entering your email address then clicking the "Convert" button. If you have a Zamzar account once logged in your email address will be pre-filled - As well as being sent to your email address your converted file will also be placed in your inbox.
     
  • How can I convert files held on other websites ?
  • Should you wish to convert files from other websites (including YouTube) then go to Zamzar's download videos page and paste the URL of the video to convert (e.g http://youtube.com/?v=Q9dHML7oadU)
     
    Should you wish to convert a file from another website then use the full URL to the file on that website (e.g. http://www.exinfm.com/excel files/model.xls) and paste this into Zamzar's conversion box.
     
    You can learn more about these features at our overview page.

Uploads / Downloads (Back to top)
  • Why I am having problems uploading or downloading large files ?
  • For free users we have a maximum file upload limit of 100 MB (for those with Zamzar accounts this limit is up to 1 GB). Depending on the amount of activity on the site, you may see slight variations in the timings for uploading and downloading files. If you experience unmanageable response levels please email our support team with details of the problem support@zamzar.com.
     
  • What's the maximum size of files that I can upload ?
  • Currently on the free Zamzar service you can upload a maximum of 100 MB of data split between up to 5 different files. If you signup for an account with Zamzar though you can upload files up to 1 GB in size.
     
  • How many times can I download my converted file ?
  • You can download your converted file as many times as you like. Free users have 24 hours before their converted files are deleted from our systems - Zamzar account holders do not have such limits.
     
  • How long should it take to upload or download my file ?
  • This is completely dependent on the type of internet connection you have - Dial-up users may find the process slow. If you are experiencing slow upload speeds remember that many broadband and ADSL providers allow for fast download speeds but limit users on upload speeds. Check with your provider for more detailed information.
     
  • I can't find my downloaded file - Where did it download to ?
  • You specify where you want to download your file to on your computer, we have no default directory to download converted files to. If you cannot find it, you can download your file from the link in the email we sent you as many times as you like within the 24 hour period from when you received your email.
     

Platforms (Back to top)
  • Does this service work on the Mac OS or Linux platforms ?
  • Yes - Because this service is provided through a web browser interface it is supported on those browsers which run on Mac and Linux.
     
  • What formats are supported on the Apple iPhone and iPad ?
  • Please consult the latest revision of the iPhone user guide for up to date information on supported formats. The following should be supported by your device:
     
    Audio - Both the iPhone and the iPad can play audio attachments, such as .mp3, .aac, .wav, and .aiff
    Documents - Files can be downloaded and viewed in any of the following formats: .doc, .docx, .htm, .html, .key, .numbers, .pages, .pdf, .ppt, .pptx, .rtf, .txt, .vcf, .xls, .xlsx
    Images - Both support the display of image attachments in many commonly used formats (.jpeg, .gif, and .tiff) inline
    Video - Correctly encoded video files can be played back in .m4v, .mp4 and .mov formats
     
  • What formats are supported on Android devices ?
  • Please consult the latest revision of Android supported media formats for up to date information on supported formats. The following should be supported by your device:
     
    Audio - Any of .3gp, .aac, .flac, .imy, .m4a, .mid, .mp3, .mp4, .mxmf, .ota, .xmf, .rtttl, .rtx, .wav
    Images - Any of .bmp, .gif, .jpg, .png and .webp
    Video - Correctly encoded video files can be played back in .3gp, .mkv, .mp4, .ts or .webm formats
     

Email Conversions (Back to top)
  • How do I convert a file by email ?
  • To convert a file via email with Zamzar just:
     
    1. Attach the files you want to convert to a new email, or forward an existing email.
      (You can attach as many files as you want, provided they are each below our size limits).
    2. Send the email to format@zamzar.com
      (Where format is the name of the file format you want to convert to)

    For example to convert a PDF file into a Word Document (doc file) email your PDF file to doc@zamzar.com


     
  • What formats are supported for email conversion ?
  • Any format which is listed as a from format on our Conversion Types page is supported.
     
  • Do you have limits on the size of the file I can send for email conversion ?
  • Yes - Because files take longer to transfer over email these limits are smaller than our website. They are as follows (per file, not per message):
     
        Free Service - up to 1 MB
        Basic Plan - up to 5 MB
        Pro Plan - up to 15 MB
        Business Plan - up to 25 MB
     
  • Can I convert to more than one format via email conversion ?
  • Yes - Just include email addresses for all the formats you want to convert to in the "To:" field of your email.
     
  • Can I convert files from my iPhone or iPad ?
  • Yes - If you receive an email with an attachment that you cannot open just forward the email to Zamzar following the steps below, and request the format you want to convert into (for example pdf@zamzar.com) and we'll take care of converting it for you:

            


     
     

Account Management (Back to top)
  • Why sign up for an account ?
  • There are many reasons why you may want to sign up for an account. You may want complete control over your files, for subscribed users there are no expiry limits on files. You may want to convert larger files, currently with the free service you can only convert 100 MB files, however, when you have signed up for an account you can convert files up to 1 GB in size. Sometimes in busy periods files can take some time to come through to your email address, when signed up users convert a file they are moved straight to the top of any queues meaning they receive there files instantly. You can see our full list of compelling reasons to sign up here.
     
  • How can I sign up for an account ?
  • If you have made the decision to sign up you can follow these easy steps - (1) Select register at the top of the screen next to the login button, alternatively click here. Choose a plan that you think suits your needs, and select the blue signup button. Once you have selected your plan you will be taken to a screen asking for a few details which we need you to fill in, in order to proceed. Once you have filled this information in you will be taken to the payment screen (hosted by PayPal). You can either pay with your existing PayPal account (if you have one) alternatively you can pay by credit/debit card. Once payment has been confirmed you will be taken back to the Zamzar site and will receive an activation email once PayPal has confirmed your payment (this usually arrives within 1 - 2 minutes). Once you have received this email you are signed up and free to start using the Zamzar service.
     
  • How do I login ?
  • As long as you have signed up and we have received payment from PayPal, then you can login. In order to login you will see at the top of each page an email address and password box. You will need to enter your email address and password that you registered for the service with and click the login button. If you have forgotten your password you can go here to reset your password.
     
  • How can I pay ?
  • Our payment module is handled by PayPal, and they accept a variety of payment methods. All major credit cards (MasterCard, Visa, Diners Club, Discover/Novus, Enroute, JCB) also it accepts debit cards such solo.
     
  • How do I view my payment invoices ?
  • You can view all your Zamzar payment invoices by logging into your account and clicking on the invoices link on your My Account page.
     
  • How can I change my payment details ?

  • If you pay for your Zamzar account using PayPal you will need to:
    (Further instructions are available in the PayPal Help Center)
     
    Note: Please be aware that PayPal may automatically cancel your subscription if you change your funding source to a credit card or bank account that has not been verified by PayPal. If this happens, you will need to email the Zamzar support team so that we can set your subscription back up again.
     
    If you pay for your Zamzar account directly you can change your payment details on your account page.
     
  • How can I upgrade my Account ?
  • If you have signed up to a zamzar account and wish to upgrade you can do this easily through by going to the following screens - here or here. If you select the upgrade option you are then taken to PayPal to complete the payment transaction. Once you have completed the transaction you will receive an email prompting you to activate this upgrade, once you have activated the upgrade will take effect from the next billing date. Should you wish to upgrade on the same day, you can choose to pay the pro-rated cost between the date you wish to upgrade and the next billing date.
     
  • How can I cancel my Account ?
  • Should you wish to cancel you zamzar account, you can go to your account page and cancel your package. Your account will remain active until the end of your current billing period, at which point any converted files will be removed - please backup any you wish to keep before cancelling.
     
  • How can I change my password ?
  • Should you have forgotten your password we have a page whereby you can change your password. Should you wish to do this, then just visit our password rest page.
     
  • I have raised a support call when should I expect to hear something ?
  • We will always try to respond to all users as soon as possible, however, at busy periods we will need to prioritise. As a result we will aim to contact users (this may not be a complete resolution, however, we will at least start the dialogue) within 5 working days for the basic plan, 4 working days for the pro package and 2 working days for the business package.
     
  • I haven't received my activation email ?
  • If you have signed up but not yet received your activation email then please check your bulk or spam folders, as on occasion Zamzar emails are placed here. Should you still not be able to find your email, then please attempt to log in with your signup email and password. If this still does not work as expected then please contact our support team at support@zamzar.com
     
  • When upgrading or cancelling do I need to use the same PayPal address I signed up with ?
  • Yes - If you are cancelling or upgrading your plan, you will need to ensure you use the original PayPal address you used on signup. Failure to do this will mean you will not be able to upgrade or cancel. Should you have forgotten your PayPal details, then please contact the zamzar support team at support@zamzar.com.
     
  • My account was cancelled but I didn't cancel it ?
  • If you have received an email from us entitled "Zamzar account cancelled" and you did not cancel your account this could be because:
    • Your credit card within PayPal has expired
    • Your credit card within PayPal has been declined
    • You have changed your credit card within PayPal but have not linked it to your Zamzar subscription

    If this happens please email the Zamzar support team so that we can look into setting your subscription back up again.

Manage Files (Back to top)
  • What is manage files ?
  • Manage files is a personal inbox where you can store all of your converted files. You can use it to rename, delete, re-convert or download any of your files. You can also, if you wish, send your files onto friends using the share functionality.
     
  • How can I search my files ?
  • Within the manage files page we have given you the ability to search for files. The search is based on a wildcard search, therefore any part of the file name you enter will look at all your files and return anything with your search criteria entered. For example if you entered "doc", this would return all files with doc, therefore all of your doc files. Similarly if you entered "fun", and you had three files within your inbox with the letters fun within there filename, then these would be returned.
     
  • Are my files permanently deleted when I delete ?
  • When you choose to delete files from within your inbox these are permanently deleted from our servers, therefore you are requested to proceed with caution when deleting files from your inbox.
     
  • How can I rename my files ?
  • Should you wish to rename any of your files, then we have offered this functionality within the manage files page. Against each file you will see a rename option, once you select this the filename box will become editable and you can change the name. Next to this box you will see cancel and save options should you cancel the box will become uneditable and the filename will revert to what it was previously. Should you save, the filename you have entered within the box will be the new filename.
     
  • How can I share my files with friends ?
  • You can now share your file links with friends by selecting the share option. You can either share by email address (remember to separate each email address with a comma) or you can load in your contacts from your webmail provider using the external plaxo widget. If you choose to load your contacts in, select the plaxo widget this will prompt you to enter your email address and password to authenticate with your webmail provider, and will then offer all the contacts you hold, you can then select these and this will autofill the email address box, thereby enabling you to send this file to all members of your contact address book.
     
  • How can I convert my already converted files into other formats ?
  • If you have already converted a file, however, wish to also convert this into another format, this can be easily be done by pressing the zamzar logo next to each file. This will then open a new window with the file information pre-filled. You can then select your new format and convert in the usual way.
     
  • I can only see 10 files in my inbox but I know I have converted more, how can I see them ?
  • You will see at the bottom of the manage files screen a box containing 10, 20, 30 and 40. You can select this option to display more files on one screen, thereby enabling easy management and viewing of your inbox.

General (Back to top)
  • I don't like the ads, how can I remove these ?
  • Should you signup for a Pro or Business plan you will see an ad-free version of zamzar.
     
  • I have some sensitive files, how can I send these in a more secure manner?
  • All files and data held within Zamzar is held in a very secure manner, however should you be looking for that little bit of extra security within our Business plan we have enabled SSL 128 bit encryption for extra security whilst your sensitive files are being uploaded or downloaded.

Reporting Abuse (Back to top)
  • How do I remove copyrighted / objectionable / pirated material from Zamzar ?
  • We take abuse very seriously. We offer the facility to remove any file you have converted here. Alternatively please email us at abuse@zamzar.com

About Us (Back to top)
  • How can you offer such a great service completely free of charge ?
  • We operate a business model that generates revenue through advertising tie-ups, which we use to provide you with a first-class service for transforming your files.
     
  • "Zamzar" is kind of a weird name - Where does it come from ?
  • The name "Zamzar" is based on a character from the German author Franz Kafka's book "The Metamorphosis". In the novel Kafka describes the extraordinary story of a young man who is transformed whilst sleeping into a gigantic insect. The man's name - Gregor Samsa - was used as the basis for our company name because of its' powerful association with change & transformation.