FAQ

You will find the answer from the lists below for most of the common issues you might encounter. We will provide additional answers if you let us know of any unsolved issues that are not addressed below.

1. Are all Webtopdf.com services free?

Yes. It's free. This service is available free of charge to both groups and individuals, including companies and public institutions. All users do not need to purchase a separate license to use Webtopdf.com.

2. Do you keep a copy of my processed files?

Absolutely not. We won’t check, copy or analyze your files in any way. While your files are in our servers, they are strictly secured and no one can access them. All file processing is done by machine and there is no human interaction with your files. We just keep them for a maximum of 1 hours so you can download them. Right after, they are completely removed forever from our servers. You can also delete the document by yourself at the end of each conversion.

For more information, please read our privacy policy.

3. Are company files safe with your service?

Yes. All uploads use https/SSL and include our end-to-end encryption for further privacy. These additional steps increase security and satisfy most corporate data privacy policies. Put simply, your data is processed as safely as possible. We comply with EU Data Protection Regulation, which is one of the strictest safety standards in the world (GDPR).

4. The conversion failed. It takes too long.

It occurs most often for three reasons.

a. When the program can’t complete the process, usually browser extensions are the problem. Make sure you have all browser extensions disabled when using our service. If that doesn’t work try to use a different browser. In almost all cases this will solve the problem.

b. User data has an unsupported file type or abnormal data states.

c. Processing speed depends on many factors, so the time that will take you to get your files converted will depend as well on your own Internet connection speed, the size of the selected files and, mostly, on how busy our servers are. Default server work processing time is 3 minutes. You might get the error because of a heavy workload that exceeds 3 minutes.

5. I'd like to know the supported file formats.

Currently, four types of file formats are supported, as shown in the table below.
ExtensionDescription
PDFPortable Document Format
HTMLHypertext Markup Language with a client-side image map
HTMHypertext Markup Language File
MHTWeb page archive format used to combine in a single document

6. The message "This task has already been deleted." Is displayed.

The system deletes the converted file one hour after file conversion. The above message will be displayed when the deleted file is requested. The same message is displayed when the user deletes the file by clicking the "Delete it now" button.

7. I deleted the converted file by clicking the "Delete it now" button, but I still see the converted file in the "PDF preview" menu.

If the user viewed the document using the "PDF Preview" menu at least once in the browser of the device they are using, the cache data remains in the user's browser. While this browser's cache data remains, it will still be visible even if the converted file is deleted from our server. However, users who have not yet viewed the converted file cannot see the converted file. The validity period of the browser's cache data varies depending on the user device environment.

8. I converted the web page to PDF or image format, but when I open the resulting file, it is blank.

Check the tag (media = "print") of your web page. If there is a tag associated with the print operation, it will affect the conversion process. In this case, uncheck the "Use Print Layout" check box in the conversion options.

9. What are your system requirements?

We have very basic system requirements. To run smoothly our tools, we recommend you to work with the following browsers: Chrome, Firefox, Explorer +10 and Safari. If at any point would you experience issues within the download screen, we recommend you to set your browser to Incognito mode.

10. The result is not the same as the original document.

Occasionally the HTML to PDF converter can produce results that are different than a regular browser. Sometimes your converted file might show lower quality than your original document. Internally Webtopdf.com runs a browser engine based on Google's Chromium project, which is the same browser engine that powers Google Chrome browser. Since different browser can render the same HTML differently, HTML that renders "perfect" in another browser such as IE may not render the same in Google Chrome or Webtopdf.com As such make sure you verify your HTML in Google Chrome browser first. If Google Chrome does not render "correctly", then you will need to adjust your HTML to have it render correctly in Google Chrome first.

11. The page appears to be only half loaded and is missing contents.

The most common reason for this is that your code loads contents with JavaScript and the JavaScript did not finish running before the conversion starts. To resolve this issue, you can try to increase WaitTime.

This problem can also occur if there is an error in JavaScript code.

12. The page layout seems to cramped together instead of neatly laid out as in a browser.

Please try to set "Zoom" to a value smaller than 100. By default the pixel width of a PDF page is much smaller than the pixel width of a typical browser window. As such a page that is optimized to a wider browser window may not display correctly when the window is much narrower. You can verify if this is the problem by loading the page is a regular browser, then reducing the browser window size considerably and see if you observe the same cramped layout in the result PDF file. If this is the case, a smaller zoom value will have the effect of increasing the PDF page's pixel width thus results in the intended layout.

13. The page loads all the contents but seems to be missing CSS styles.

The most common reason is that the CSS requires authentications. The Webtopdf.com service cannot share an authentication session with the document. Or, the page might appear as if the CSS did not load due to a JavaScript error.

14. The result of converting a web page is different from the original web page. The converted file shows a login web page.

The Webtopdf.com service does not support file conversion for web pages that require a login. This is because the Webtopdf.com service cannot share an authentication session with that webpage.

15. Can anyone else see the files I convert?

Absolutely not. All files are private.

16. What security precautions do you take?

All of our hardware runs in world-class, highly secure data centers utilizing state-of-the art electronic surveillance and multi-factor access control systems. All traffic to and from our servers is secured by transport level security using 128 bit SSL to encrypt the data sent between your systems and ours.

17. I have found a security issue, how do I report it?

If you believe you have found a potential security issue or vulnerability with any of Webtopdf.com's services we want to hear from you - please email us at support@webtopdf.com.

18. Does Webtopdf.com offer file conversion REST API services for developers?

No, Webtopdf.com is designed for end-users and does not provide REST API. However, we have recently received lots of inquiries about REST API, and we are currently developing REST API services for commercial use. The service will be notified separately when the development is complete.