How can we help?
Most answers are in the list below. For other problems, send an email to support@jpgtopdfapp.com. Tell us the model of your phone, the Android or iOS version and the steps that cause the problem.
What should you include in your message?
- The model of your phone, for example Pixel 9a, Galaxy A55 or iPhone 16.
- The Android or iOS version. On Android, find it in the Android settings, under About phone. On iPhone, open Settings, then General, About.
- The app version. Find it in the settings of PDFriend.
- The steps that cause the problem, and what you see on the screen.
Do not send a private document or a password in the email. We do not need them to find a problem.
What does PDFriend need?
| Android version | Android 9 or later, on phones and tablets |
|---|---|
| iPhone | iOS 26 or later |
| Internet | For a web address in Web to PDF. One time for the download of a Chinese, Japanese or Korean text model, and of a Chinese, Japanese, Korean or emoji font. The other tools work offline. |
| Smart Scan and ID Card | On Android, Google Play services on the phone. The first scan can need an internet connection to download the scanner. On iPhone, the Apple document camera, with no download. |
| Account | None |
Common problems and answers
Where are my PDF files?
On Android 10 and later, PDFriend saves new PDF files in the Documents/ImageToPDF folder on your phone. Images from PDF to JPG go to Pictures/ImageToPDF. On Android 9, the files go to the private folder of the app (Android/data/com.itdeveapps.imagetopdf/files). On Android 9, an uninstall deletes this folder. On iPhone, open the Files app, then On My iPhone > PDFriend. The Files tab in the app lists your PDF files.
Why does the Files tab not show all the PDF files on my phone?
On Android, without All files access, the Files tab shows the PDF files that PDFriend made. To see every PDF on the phone, give All files access when the app asks. The app works without this permission.
Why can I not merge a file?
Merge PDF needs at least two files. A file with a password cannot be merged. Remove the password with the Unlock tool first, then merge the files.
Why can I not lock a PDF?
The PDF already has a password. Lock adds a password only to a file that has no password.
I forgot the password of a PDF. Can you open it?
No. The password protects the file with AES-256 encryption. Nobody can open the file without the password, and we do not keep a copy of it.
Why does Web to PDF not work?
A web address needs an internet connection. Check the web address and the network, then try again. Some web pages block printing or load their content late. To print a file from your phone, tap Open an HTML file. The app does not run the scripts of an HTML file, and images and styles in other files do not load.
Why does a Word, Excel or PowerPoint file not open?
PDFriend opens .docx, .xlsx and .pptx files (version 1.0.4 and later). The old .doc, .xls and .ppt formats do not open: save the file as .docx, .xlsx or .pptx, then try again. A file with a password does not open either: remove the password, then try again. Word, PowerPoint and PDF files that the app makes go to Documents/ImageToPDF.
Why does Extract text not read my language?
Extract text has 4 text languages: Latin (ABC), 中文, 日本語 and 한국어. Latin reads English, German, French, Spanish and the other languages with the Latin alphabet. Select the correct Text language in the Text on the page window. On Android, the first use of Chinese, Japanese or Korean needs an internet connection, because Google Play services downloads the model one time. On iPhone, the text recognition needs no download. Arabic works only on iPhone. The app does not read Hebrew, Cyrillic, Greek or Hindi text, or handwriting.
What does the PRO badge on a tool mean?
Extract text, Searchable text and the Size limit in Compress are Pro tools. When you tap one without PDFriend Pro, you can select Get PDFriend Pro or Watch a short ad. After the ad, you can use text recognition for the current document, or make one compression with a size limit. To get Pro on a new phone, use the same Google account (Android) or the same Apple Account (iPhone). In Settings, tap PDFriend Pro, then tap Restore. Pro does not move between Android and iPhone.
Why does Fill form say that the PDF has no form fields?
The PDF has no fields that an app can fill, for example because it is a scan. The app shows "This PDF has no form fields. Use Annotate and sign to write on the page." Open Annotate and sign and use the Text tool to type on the page. A dynamic XFA form that only Adobe Acrobat can show also cannot be filled.
Why is my PDF so large?
Phone photos are large. At the Original quality, each photo keeps its full size. Choose Medium or Low quality when you create the PDF, or use the Compress tool on the finished file. With PDFriend Pro, Compress can also make the file fit a size limit, for example 500 kB.
How do I change the language of the app?
PDFriend uses the language of your phone. On Android 13 and later, you can also set a language for one app: open the Android settings, then Apps, PDFriend, Language. On iPhone, open the Settings app, then Apps, PDFriend, Language.
Where can you learn more?
The guides show each task step by step. The privacy policy tells you which data the app uses.