Support
DocMate Support
Get help with using DocMate, purchases and subscriptions, document workflows, and technical issues.
What we can help with
- Importing and scanning documents
- OCR and searchable text
- PDF tools, signing, and redaction
- Workspace organization and document workflows
- Purchases, subscriptions, and Restore Purchases
- iCloud and document sync, where applicable
- Privacy questions
Contact
Email us for billing or technical help. Do not send passwords, identity documents, confidential PDFs, or other sensitive document contents. Share confidential information only when necessary and appropriate for resolving your request, and redact it wherever possible.
Before you contact support
Include the details below when relevant. If you attach screenshots, review and redact private information first.
- App version and build
DocMate → Settings → About - iOS or iPadOS version
Settings → General → About - Device model
Settings → General → About → Model Name - Problem summary
A brief description of what went wrong - Reproduction steps
The steps that reliably show the issue - Expected and actual result
What you expected and what happened - Screenshots, if appropriate
Redact private or confidential content first - iCloud status, for sync issues
DocMate → Settings → iCloud status
Frequently asked questions
Scanning
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Why do my scans look uneven?
Run Smart Clean on the document after capture. Smart Clean straightens, crops, and normalises every page so they look uniform. For folded or unevenly lit originals, try Remove Shadow on the affected pages.
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How do I scan a long document?
Keep capturing pages until you have everything you need, then tap Done. You can reorder or delete pages from the review screen before saving.
OCR
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Which languages does OCR support?
The app offers English, Traditional Chinese, Simplified Chinese, Japanese, Korean, Vietnamese and Spanish OCR options. Availability and recognition quality depend on Apple Vision, the iOS version and the document.
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OCR missed some characters — what can I do?
Re-scan the page in good, even lighting, or rotate the page so the text is upright. If a page is handwritten or low contrast, the accuracy will be limited; you can edit the recognised text manually.
iCloud
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How do I turn on iCloud sync?
In DocMate Settings, find the iCloud section and turn on Sync Automatically. Your device must have iCloud available. Select the documents or other items you want to sync.
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Does DocMate count against my iCloud storage?
Synced files use your Apple iCloud storage. Check your iCloud storage in the device’s Settings app.
Privacy
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Does DocMate upload my documents?
Scanning, OCR and Document Intelligence processing run on your device. iCloud sync transfers selected files and metadata to Apple; sharing sends them to destinations you choose. The system Translate action may send selected text to Apple. The app has no DocMate-hosted document storage service.
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Does DocMate include analytics?
The app has no third-party analytics or tracking SDKs. Its Analytics and Diagnostics screens display information computed locally from your library and device.
PDF tools
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Can I merge two PDFs?
Yes. Open one of the documents, choose Merge PDF, and pick the other document or PDF file from your library.
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How do I reduce the size of a PDF?
Apply Compress from the PDF tools menu. You will be shown the new file size before you save the result.
Subscription & Restore Purchases
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How do I get DocMate Pro?
Download DocMate Suite from the App Store, then choose a monthly or annual DocMate Pro subscription in the app.
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How do I restore my purchases?
Choose Restore Purchases in DocMate Settings or on the Pro purchase screen. The app asks the App Store to sync purchase information and refreshes verified entitlements; this does not restore document files.