Contact & Support
Get help with background removal or a failed download. Find what to include in an email, report a guide error, or ask about your account and privacy.
If a photo will not open, an edit stalls, or a downloaded file looks wrong, the checks below can help narrow down the problem. You can also email suport@aibgremoverfree.com with the page address and what happened. You do not need to send your original photo in the first message.
suport@aibgremoverfree.comEmail support
Email is our only support channel. If an image fails to open, a download does not trigger, or an editing step behaves unexpectedly, you can write directly to suport@aibgremoverfree.com from any desktop or mobile email client.
Check the address carefully before sending your message. The inbox uses a single letter p in suport. Confirming that spelling helps prevent delivery errors or bounce messages.
The same address handles editing questions, guide corrections, and account or privacy requests. A short subject line helps explain the reason for your message: for example, PNG download issue or Correction to the white-background guide. Describe what you need help with in the email itself.
You do not need to attach your photo in your first message. Simply tell us which page you used, what button you clicked, and what happened on your screen.
If the first edit seems slow
In the free homepage editor, the first background removal downloads a processing model. That first download needs an internet connection. Your browser may cache the model for later edits.
- Keep the originalYour source file
- Work in the tabTemporary editing state
- Save and reopenCheck the downloaded file
Your browser may need to download the model again after a cache change, in a private window, or on a different device. If loading stops, check whether other websites open and whether the page shows an error. Mention whether this was the first attempt on that device when you contact us.
For local homepage edits, other open tabs or heavy programs can slow down your browser. Close unused windows to free memory. For Image Background Remover, White Photo, or AI backgrounds, also check the task status and your connection: processing happens through our AI service.
Avoid refreshing or closing the browser tab while working on an image. There is no background recovery or saved editing history for ordinary edits. If you reload the page before downloading your picture, your brush strokes and adjustments are lost.
Check file size and dimensions
The homepage editor accepts one JPG, PNG, or WebP at a time. Its input limits are listed below. When using another tool, check the limits beside that tool’s upload control.
- 15 MiBMaximum file size
- 12 megapixelsWidth × height
- 6,000 pixelsMaximum longest edge
Every uploaded file must meet three limits together. The file size cannot exceed 15 MiB, the total image area cannot exceed 12 megapixels, and the longest edge cannot exceed 6,000 pixels. If an upload exceeds any single limit, the editor cannot open it.
A 4,000 by 3,000 pixel photo has 12 megapixels and a longest edge of 4,000 pixels. If it is 15 MiB or less, it meets all three input limits. That does not guarantee every edit will succeed: the file still needs to be readable, and your device needs enough resources to process it.
By comparison, a 6,000 by 4,000 pixel photo meets the 6,000-pixel edge limit, but totals 24 megapixels. Because 24 megapixels is double the 12-megapixel ceiling, you need to resize the image before uploading.
When the download looks different
Your choice of download format determines whether your background stays transparent. PNG and WebP files preserve transparent areas, making them ideal for product photos, stickers, and graphic design projects.
Standard JPG files cannot store transparency. Choose your desired solid background color in the editor before downloading as a JPG. If you save an image as a JPG without picking a background color, it cannot retain transparent areas.
Standard photo viewers on computers and phones often display cutouts against gray, white, or black backdrops, which can make it look like the background was not removed. Opening your download in graphic software or placing it over a colored card shows the real cutout edges.
When hair or low-contrast borders need attention, use the Erase and Restore brushes along with brush size adjustments. The editor also provides undo and redo controls, cropping, solid colors, and the ability to upload a custom background.
Details that help us investigate
Tell us which tool you used, your browser version, and the exact step that failed. For an AI request, include the model tier and request ID if shown. These details help us distinguish a local editing issue from a processing or credit issue.
- Where it happenedPage URL and device
- What you triedSteps and file details
- What happened nextExact error or visible result
You do not need to attach your photo to report a problem. If you share a screenshot later, crop out or cover any private pictures, open tabs, or personal information first.
Never send passwords, payment cards, or government identity numbers. We do not need sensitive personal data to help troubleshoot an image issue.
- The exact page address where the problem occurred, such as /image-background-remover/.
- Your operating system and browser version, such as Windows 11 with Firefox 130 or macOS with Chrome.
- Your input image details, including format, file size in MiB, and exact pixel dimensions.
- The specific step where the issue appeared, such as while using a brush or clicking export.
- The exact wording of any error notification displayed on your screen.
A message you can adapt
The following example illustrates how to organize a support message for our inbox. This single example uses fictional numbers to show the practical details that make browser troubleshooting straightforward.
You can copy this layout, fill in the placeholders with your own system details, and adjust the steps to describe your experience.
Describing the exact step where things went wrong helps us pinpoint whether a button was unresponsive or a file exceeded limits, without back-and-forth messages.
- Subject: Export unresponsive on WebP portrait
- Page address: / on [browser name and version] on [operating system]
- Image details: WebP format, 7.5 MiB file size, 3800 by 2400 pixels
- Action taken: Used Restore brush on hair, selected PNG, and clicked download
- Observed behavior: The browser tab stopped responding during export and no download started
Account and privacy requests
Google is our only sign-in method. The free homepage editor and Model V1 can be used without an account; Model V2 requires sign-in. When you sign in, AI BG Remover receives your Google account identifier, name, email, verification status, and avatar. We do not request your Google password, Gmail messages, or Drive files.
Login sessions last up to 30 days and refresh with use. Signing out ends the current session but does not delete the account. If you are reporting a sign-in problem, describe whether it occurred before choosing a Google account, after returning to the site, or when reopening the page. Do not send your password or sign-in codes.
Photos edited in the free homepage editor stay in your browser. Image Background Remover and White Photo upload the selected image for AI processing. Text-only AI background requests send the prompt and settings without the source photo. Generated images and task records are kept for retrieval and credit accounting. Only send a photo you are comfortable processing through the selected tool.
To request access to, correction of, or deletion of account information, email from the address linked to that account and explain what you want us to check. We may ask you to confirm account ownership. Clearing cookies or signing out is separate from asking us to delete stored account records. See the privacy policy for the information handled by each feature.
Guide corrections and pricing questions
If you notice an inaccurate instruction, a broken link, or a typo in our guides, send the page address and the specific text to suport@aibgremoverfree.com.
Our editorial reviews focus on verifying page titles, descriptions, and button steps so that guides reflect the current editor layout. Reader feedback helps us spot outdated walkthroughs after browser updates.
Subscription plans and credit packages on our pricing page are display-only previews without active checkout. You cannot purchase credits or enter billing information at this time.
If paid plans become available, all pricing details, renewal terms, and cancellation policies will be presented before any payment takes place.