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Frequently Asked Questions

Common questions about Redactorr

4 min readAuthor: Redactorr Support Team · [email protected]Last reviewed: May 2026

Outcome

Use the FAQ as a routing page, then move to a playbook when you need step-by-step help.

Your progress

Mark each step as you complete it. This is saved only in this browser.

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Before you start

Start with the support console when you are trying to complete a task.
Use FAQ answers for short clarifications, not as the final authority for complex workflows.
If the FAQ and product screen disagree, trust the product screen and report the mismatch safely.

Visual frame

Review asset

FAQ support path storyboard

Synthetic FAQ frame only. It turns common questions into guided routing without collecting private documents by default.

QuestionChoose intent
RouteBest article
SupportSafe summary

Synthetic frame

FAQ question

Pick the closest current intent.

NeedExport issue
QuestionHow do I check output?
UnclearUse support-safe summary
The FAQ works best when it routes to a task, not a broad topic.

FAQ routing frame

A support-routing frame that separates short answers, search, guided playbooks, and safe escalation.

BoundaryWhat the article can and cannot safely claim.
Next routeThe playbook or reference page that should handle the actual task.
Safe contextWhat support can receive without raw originals by default.

Guided steps

Follow the task, then check the result.

Read the boundary before acting

Start with what the article says is available, measured, preview-only, or not a product claim. Do not treat reference material as permission to send raw private content to support or external tools.

Article boundary note followed by the next task route.
Success check: You know whether this article is a task guide, a reference page, or a product-boundary note.

Turn a question into the right playbook

Find the question that matches your issue, then open the linked playbook for the actual steps. Use search when the FAQ does not describe your situation.

FAQ routing frame
Success check: You have either answered a simple question or moved into a guided playbook.

Prepare safe support context if something disagrees

If the article and product screen do not match, describe the route, step, browser, and symptom. Do not paste raw original document text, secrets, restoration material, or private files by default.

Safe support bundle with route, symptom, and consent-only fields separated.
Success check: Any support description avoids raw private content unless you explicitly consent.

Branch questions

Completion check

You know whether this page is instructional, reference-only, or a product-boundary note.
You opened a task playbook when step-by-step guidance was needed.
Any support escalation avoids raw document text, secrets, files, and restoration material by default.

Support boundary

Support can use by default

  • Question text or topic.
  • Article slug and missing route.
  • Product route and symptom after consent.
  • Intent ID
  • Article slug
  • App route
  • Browser and viewport

Requires your consent

  • User-written description
  • Email address
  • Explicit attachment
  • Redacted sample
  • Support bundle previewed to the user

Not collected by default

  • Raw original document text
  • Full local file paths
  • Pasted private content
  • Unmasked screenshots
  • Replay capture

Safe support summary

Copy a scrubbed handoff.

Redactorr KB support summary

Article: /knowledge-base/faq
Selected issue: A common question has no clear route.
Playbook progress: 0/3 steps marked complete

Safe context to include:
- Question text or topic.
- Article slug and missing route.
- Product route and symptom after consent.
- Intent ID
- Article slug
- App route
- Browser and viewport

Requires explicit consent:
- User-written description
- Email address
- Explicit attachment
- Redacted sample
- Support bundle previewed to the user

Do not include by default:
- Raw original document text
- Full local file paths
- Pasted private content
- Unmasked screenshots
- Replay capture

User note:
- Describe the step and symptom without pasting raw document text, secrets, files, or restoration material.

Article details

Frequently Asked Questions

Use this page for short answers. If your question is about completing a task, start from the linked playbook instead of trying to interpret a static FAQ.

General Questions

Q: Where does detection and redaction run?

A: Detection and redaction run in your browser. Original sensitive values stay local during that step. Optional Vault, sharing, and external-AI workflows should use reviewed redacted context when you choose them.

Q: How accurate is the detection?

A: Redactorr uses pattern detection, validation, and review controls to help find sensitive values. You should still review the output before copying, exporting, or sharing it. If a value is missed or too much is marked, use the Smart Detection playbook.

Q: What file formats are supported?

A: Start with the Supported Formats guide. It helps you separate text, PDF, Word, spreadsheet, log, scanned page, photo, and handwriting paths.

Q: Do you support handwritten text or scanned images?

A: Do not assume scanned, photographed, or handwritten input behaves like a text-layer document. Use the scanned/photo/handwriting support guide to choose the safest next step.

Q: What happens to my redaction maps?

A: Treat any mapping between placeholders and original values as sensitive. The redacted output can be safe to share after review; restoration material needs separate handling.

Q: Can I undo a redaction?

A: Some workflows support restoration from controlled restoration material. Use the redacted-items guide before sharing anything that could restore original values.

Q: Can multiple people collaborate on redaction?

A: Use the Secure Package Sharing playbook for current sharing guidance. Do not send recovery material through the same channel as the redacted output unless the workflow explicitly requires it.

Pricing and Plans

Q: Is there a free plan?

A: See the Pricing page for current plan limits and included features.

Q: What is included in the Pro plan?

A: See the Pricing page for the current plan comparison. Avoid using old article text as the source of truth for pricing.

Q: Can I cancel anytime?

A: Use the billing controls shown in your account. If the billing screen does not match this answer, treat the product screen as the current source of truth and contact support.

Security and Privacy

Q: How do you ensure my data is secure?

A: The core boundary is simple: redact before sending sensitive material onward. Detection and redaction run in your browser, and external workflows should receive reviewed redacted context rather than raw original document text.

Q: Does Redactorr help with Australian Privacy Act compliance?

A: Redactorr can support privacy review workflows, but it is not a legal compliance attestation. Use the Security Architecture article for product boundaries and consult your own legal or compliance advisors for obligations.

Q: Can I use Redactorr for regulated data?

A: Redactorr can help prepare sensitive documents for later workflows, but your organisation's policy still controls what you may process, share, export, or retain.

Q: What happens if I lose my encryption key?

A: Recovery depends on the workflow. Treat keys, recovery material, and redaction maps as sensitive. Store them separately from the redacted output.

Features and Functionality

Q: Can I create custom detection patterns?

A: Use the Custom Patterns article when your organisation has an ID format, product code, or internal reference Redactorr does not already detect.

Q: Does Redactorr work offline?

A: Some browser-local behaviour can continue after the app is loaded, while account, sharing, sync, breach-check, and hosted workflows may require a connection. Check the product screen for current availability.

Q: Can I whitelist specific values?

A: The review workflow lets you intentionally keep values that should remain visible. If you are not sure whether a detection should stay or go, use the Smart Detection playbook before sharing.

Q: Can I redact only specific types of data?

A: Use detection filters only when you understand the risk. Turning off a category can leave sensitive values visible.

Troubleshooting

Q: My document did not work. Where should I start?

A: Use Supported Formats first, then open the matching guide for PDF, Word, spreadsheet, log, or scanned/photo/handwriting input.

Q: Redactorr missed something or marked too much. What now?

A: Use the Smart Detection playbook. It walks through missed values, extra marks, wrong categories, and custom-pattern needs.

Q: I am preparing text for another AI tool. What should I check?

A: Use the AI-Safe Content Sharing playbook. Copy only reviewed redacted context into external tools.

Q: What can I safely send to support?

A: Send the article slug, selected symptom, step name, browser metadata, and your own description after consent. Do not send raw original document text or full local file paths by default.

Still Have Questions?

  • Start from the support console: /knowledge-base
  • Email: [email protected]
  • Book a walkthrough: use the Request Demo link

Still stuck?

Copy a safe article handoff.

Start support with the article, the issue, and safe context. Raw document text, files, restoration material, and unredacted screenshots stay out unless you explicitly choose otherwise.

Support can start here
  • Article slug
  • Selected issue
  • Screen name
  • Action name
Redactorr support case

Source: Article playbook: faq
Route: /knowledge-base/faq
Selected issue: A common question has no clear route.

Safe context:
- Question text or topic.
- Article slug and missing route.
- Product route and symptom after consent.
- Article slug
- Selected issue
- Screen name or article section
- Action name
- Browser and viewport

Only include with explicit consent:
- User-written description
- Email address
- Explicit attachment
- Redacted sample
- Support bundle previewed to the user

Do not include by default:
- Raw original document text
- Full local file paths
- Pasted private content
- Unmasked screenshots
- Replay capture
- Hidden diagnostic uploads

User note:
- Describe what you tried and what happened. Do not paste raw document text, secrets, files, restoration material, or unredacted screenshots.

Support case builder

One case format, wherever you start.

This is the same support case shape used by diagnostics and article handoffs.

Safe to include
  • Question text or topic.
  • Article slug and missing route.
  • Product route and symptom after consent.
  • Article slug
  • Selected issue
  • Screen name or article section
Consent boundary

Private material belongs behind an explicit consent step, not in the initial case.

6 default exclusions

Before you copy0/4 ready
Open safe support guide