Support


Starting on June 23rd 2008, we do not offer support anymore on the DownloadHelper extension.

If you have a registered version of the DownloadHelper video converter, you will have full support from this page.

The reason for this is that it takes a lot of our resources answering either questions that have been discussed many times in previous support threads or that are specific to a particular user configuration (with more than 2 million daily active users, that's a lot of problems). For the welfare of our users, we think it is better to spend our time and energy developing new features.

However, you can still send us a message from this page. We commit to read it and do our best to fix or improve things. We just do not commit to answer to you personally.


So you are looking for help.

Please check first the FAQ, the answer to your problem is probably there.

If you didn't find an answer to your problem in the FAQ, you may want to have a look at either our DownloadHelper User Guide or, if this is a problem related to video conversion, to the Video Conversion User Guide.

Still no luck ? Have a look at our Support Knowledge Base. This is a searchable database of thousands user requests and responses. Chances are that your question has been already asked and answered.

If you found a site that does not work with DownloadHelper, you may want to check here whether we know of an alternate solution that may work for you. Please, do not report a site not working with DownloadHelper (unless this site is listed here). We do not support sites specifically. Instead we use generic methods to discover videos. If it does not work, this is because the streaming technology is not compatible and we cannot do anything against that.

There are a lot of problems that disappear by themselves after you restart the browser. Have you done so ?

If your problem persists after restarting the browser, chances are that something got corrupted in your browser configuration. One efficient method to solve this is to create a new Firefox user profile and reinstall DownloadHelper. You can get more details from this page. The bad thing is that you will loose your bookmarks and saved cookies, but you will still be able to come back to your previous profile.

If you couldn't solve your problem using the recipes above, or have some suggestions, or you want to tell you love us, or hate us. Please, use the form below for doing so. Just remember that we do not commit to answer you (but we commit not to answer if you don't provide your email).


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Address of a page where we can see the problem (if relevant)



Please, be accurate when describing your problem.