Support

Need a hand with Paperful AI? Start with the answers below. If you are still stuck, email us — a real person reads every message.

Applies to: Paperful AI for macOS & Windows Typical reply time: within 2 business days

Contact support

Email paperfulai@protonmail.com

To help us solve your issue faster, please include your operating system, the Paperful AI version, and the steps that led to the problem. Please do not send confidential or personal documents — we do not need them, and we do not want to receive them.

Getting started

Install the app from the Microsoft Store. The macOS release is coming soon.
Set up the local AI engine. On first use, the app installs the local AI engine and downloads the required models. Keep the app open and stay online until it finishes.
Add a folder. Drag a folder of PDF, Word or text files into the window. Paperful AI indexes it locally.
Search or ask. Use the search bar for exact passages, or ask a question in the panel to get source-aware answers with links to the page behind them.

Frequently asked questions

Do my documents leave my computer?

No. Paperful AI reads, indexes and searches your documents entirely on your device. Your files and their contents are never uploaded to us. See the Privacy Policy for details.

Does Paperful AI need an internet connection?

Only for the initial setup, when the app downloads the local AI engine and its models. After that you can disconnect and indexing, search and questions keep working.

Which file types are supported?

Paperful AI indexes PDF, Word (DOCX) and plain text files. Scanned PDFs that contain only images and no text layer cannot be searched until they are OCR’ed by another tool.

Is there a mobile or web version?

Paperful AI is a native desktop app for macOS and Windows only. There is no browser or mobile version, because the AI runs locally on your machine.

How do I remove my data?

Uninstall the app and delete its application data folder. On macOS this is typically ~/Library/Application Support/com.paperful.ai/; on Windows it is typically %APPDATA%\com.paperful.ai\. This removes the local index, settings and counters.

Can I get a refund?

Refunds are handled by the store you bought the app from — the Microsoft Store or the Apple App Store — under that store’s policy.

How do I request a feature or report a bug?

Email paperfulai@protonmail.com with a short description. Feature requests and bug reports are always welcome.

Troubleshooting

The local AI setup did not finish

Keep the app open and make sure you have a stable internet connection, then use the retry button in the setup panel. The download can take several minutes on a slow connection. Very restrictive corporate networks or VPNs may block the download.

Search returns no results

Confirm that the folder was indexed successfully and appears in the source list. If a PDF returns nothing, it may be a scanned image without a text layer. Try a distinctive word that you can see in the document.

The first index is slow

Building the initial index is computationally intensive and can take a few minutes for large folders. Searches afterwards are fast because the index is stored locally.

System requirements

macOS 12 or later, or Windows 10 / 11.
Enough free disk space for the local AI models (several gigabytes).
A reasonably modern CPU; 8 GB of RAM or more is recommended for larger folders.
Internet access for the one-time AI engine and model download (optional afterwards).

Privacy and security

Paperful AI is built so that your documents never leave your device. Read the Privacy Policy, or review the Impressum for the operator details.

Reporting a security issue. If you believe you have found a security vulnerability, please email paperfulai@protonmail.com with the subject line “Security”. We appreciate responsible disclosure and will respond as quickly as we can.