Support

There is one way to get help and it is an email address: hello@rawroom.app. No ticket portal, no chat widget, no form that disappears into a queue.

What to include

The more of this you send, the faster the answer:

• What you were doing when it went wrong.
• Your browser and operating system, or which app you were using.
• The camera and file extension if a file will not open, for example "Nikon Z8, NEF".
• The email address you signed in or checked out with, if the problem is about an account or a purchase.

Never send us your photographs. We cannot use them, RawRoom is built so that we never receive them, and a camera model tells us more than the picture would.

How fast you will hear back

RawRoom is built and run by one person, Andrew Ayres, in Toronto on Eastern time. Support is answered by him and not by anyone else.

Expect a reply within two business days. Most of the time it is faster than that. Occasionally, if you write on a Friday night or over a holiday, it is slower. That is the honest number rather than a one-hour promise nobody could keep.

Restoring a purchase on a new device

Go to rawroom.app/login and sign in with the email address you used at checkout. Your purchase is attached to that address, and signing in restores it. There is no device limit on this route and no key to type.

This is also how the Mac and iPhone apps work. They sell nothing. You buy once on the web, then sign in wherever you want to use it.

If you signed in with a different address from the one on your receipt, email us and we will move the purchase across.

The sign-in link did not arrive

• Check the spam folder first. It arrives from the RawRoom address and it is a plain email with one link in it.
• Links expire after 30 minutes and work once. If you opened it, went back and clicked it again, it will not work a second time. Ask for a new one.
• To stop the form being used to spam an inbox, we allow five link requests per email address per hour. If you have been hammering the button, wait a bit and try again.
• Check the address for a typo. A link sent to the wrong address cannot be recovered, but you can just request another to the right one.

If none of that works, email us and we will sort out the account by hand.

A raw file will not open

RawRoom reads NEF (Nikon), RAF (Fujifilm), CR3 (Canon), ARW (Sony) and DNG, plus ordinary JPEG, PNG and WebP. Raw support comes from LibRaw, so most current bodies work, but a very new camera can land before its decoder does.

• Try desktop Chrome or Edge. RawRoom needs a browser feature called cross-origin isolation to run the decoder across threads. Safari and Firefox work and are slower, and they give up sooner on very large files.
• Very large files get scaled down rather than refused. Above the ceiling for your device, RawRoom decodes at a smaller size and tells you the size it actually rendered. A phone has a much lower ceiling than a desktop.
• Compressed and unusual raw variants vary. If a file fails, send us the camera model and the extension and we will tell you whether it is fixable.

Why exporting asked for an email

Editing needs no account. Exporting does, whatever the format. That is deliberate rather than a bug.

Creating the account gives you 30 days and 50 exports, free, with no card. Every export counts against the same pool, so a JPEG and a full-size render from a raw file each use one. The editor shows how many you have left. After that, exporting needs a purchase, and everything else in the editor keeps working, including the five starter film looks.

Prices and what each purchase covers are on the pricing page.

Licence keys

Most people never need one. A purchase attaches to your checkout email, so signing in is the normal way to get your licence back.

A key matters in two cases: you want RawRoom working offline, or the address on your receipt is not the address you want to sign in with. Keys look like RWRM-XXXXX-XXXXX-XXXXX-XXXXX and are entered in the account panel in the app. A key activates on up to three devices; a device you have already activated never uses a second slot. If you need more than three, ask and we will raise it.

If you bought something and did not receive a key, sign in with your checkout email and you should already be licensed. If you specifically want the key, email us and we will send it.

Refunds and billing

Every purchase has a 30-day money-back guarantee. How to ask, how long it takes and what happens to your licence are all on the refunds page.

What we cannot do

We cannot recover a photograph, an export or an edit. RawRoom never sends your images anywhere, so there is no copy on our side to restore from. If you close the tab before exporting, the edit is gone. Keep your originals and your own backups. The privacy page sets out exactly what does and does not leave your machine.

Reporting a security problem

Email hello@rawroom.app with what you found and how to reproduce it. Please give us a chance to fix it before publishing. We will confirm we received it and tell you when it is closed.

Feature requests

Send them to the same address. RawRoom is small enough that one person reads every one of them, and the roadmap on the home page is partly built out of them.