Support

Email hello@rawroom.app for help with anything. We are in Toronto, on Eastern time. Expect a reply within two business days.

What to include

• 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.

Please do not send your photographs. The camera model and the file extension tell us what we need.

Restoring a purchase on a new device

Open the editor at rawroom.app/app, choose Sign in at the top, and enter the email address you used at checkout. Your purchase is attached to that address, and signing in restores it. There is no device limit and no key to type.

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 is a plain email from the RawRoom address with one link in it.
• Links expire after 30 minutes and work once. If you already opened one, ask for a new one.
• We allow five link requests per email address per hour. If you have asked several times, wait an hour and try again.
• Check the address for a typo, then request another link 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 JPEG, PNG and WebP. Raw support comes from LibRaw, so most current bodies work, but a very new camera can arrive before its decoder does.

• Try desktop Chrome or Edge. They decode fastest. Safari and Firefox work, run slower, and reach their limit sooner on very large files.
• Very large files are scaled down, not refused. Above the limit for your device, RawRoom decodes at a smaller size and tells you the size it rendered. A phone has a much lower limit 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 can be fixed.

Why exporting asked for an email

Exporting needs a free account, and creating one starts your trial: 30 days and 50 exports, with no card. Editing needs no account. Every export counts against the same pool, and the editor shows how many you have left. After that, exporting needs a purchase, and the rest of the editor keeps working, including the five free film stocks. Prices are on the pricing page.

What an export contains

A JPEG or PNG, at full size or resized. The export sheet can also write the camera and lens, ISO, shutter, aperture, focal length, the date the photograph was taken, and the artist and copyright lines you type. Nothing else from the original file is carried across, location included.

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 helps 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 editor. A key activates on up to three devices, and a device you have already activated never uses a second slot. If you need more than three, ask and we will raise it.

Keys are not emailed automatically. If you want yours, email us and we will send it.

Refunds and billing

All sales are final. We still refund a duplicate charge, a purchase that never delivered a licence, or a build that is broken for you and that we cannot fix. Buyers in the UK or EU keep their statutory 14-day cancellation right. The full policy is on the refunds page.

What we cannot do

We cannot recover a photograph or an export. Your images never reach us, so there is no copy on our side. If you close the tab before exporting, the picture is gone from RawRoom, though your slider settings stay in that browser. Keep your originals and your own backups. The privacy page lists what uses the network.

RawRoom in Photos

RawRoom is coming to Apple Photos on Mac, iPhone and iPad as an editing extension. It is not released yet. Once it is, open a photo in Photos, choose Edit, then choose RawRoom from the extensions menu. You get Develop, Film stock and Crop, and the edit stays non-destructive. Reopen the photo in Photos and choose RawRoom, and every slider is where you left it.

The five free stocks work for everyone. Saving an edit from Photos needs Develop. Sign in once in the RawRoom app and the extension picks it up. Packs you own unlock in Photos too.

If the extension asks you to refresh your licence, open the RawRoom app once while online.

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. We read every one.