Contact & Support

About Our Support Services

At TikTop, we believe that providing a tool for social media downloading is only half the job. The other half is ensuring that our users have a seamless, frustration-free experience every time they visit our site. Whether you are a content creator looking to backup your own work, a digital archivist, or simply someone who wants to save a funny video to watch offline later, we are here to support you. This page serves not only as a direct line to our technical team but also as a comprehensive resource for understanding how we operate, how we handle your data during support requests, and how we can collaborate.

We receive hundreds of inquiries weekly, ranging from simple "how-to" questions to complex technical bug reports. To manage this effectively and ensure that you get a timely response, we have outlined our support philosophy, common troubleshooting steps, and partnership guidelines below. Please take a moment to read through these sections before submitting a ticket, as you might find that your question has already been answered.

Before You Contact Us: Troubleshooting Guide

Many of the issues users face when trying to download videos from TikTok, Instagram, or Facebook are temporary or related to local device settings rather than our servers. Before you spend time writing an email and waiting for a response, we recommend trying these quick fixes which resolve about 90% of reported issues:

• Check the Link Format: This is the most common error. Ensure you are copying the full share link directly from the app. Sometimes, links copied from a mobile browser look different than links copied from the app. Our system is designed to recognize standard URL patterns. If a link doesn't work, try opening the video in a desktop browser, copying that URL, and pasting it.
• Clear Your Browser Cache: If you use TikTop frequently, your browser might be holding onto an old version of the site script. Clearing your cache or trying to download via an Incognito/Private window often solves "stuck" loading bars.
• Private Accounts: Please remember that TikTop respects user privacy settings on social platforms. We cannot and will not download videos from private accounts. If the creator has set their profile to private, our tool will not be able to access the video source. This is a deliberate feature, not a bug.
• Server Load: Occasionally, during peak hours (usually evenings in US/Europe time zones), the connection between our servers and the social media CDNs might slow down. If a download fails, wait two minutes and try again.

What We Can Help You With

Our support team is trained to assist with specific categories of inquiries. To help us route your email to the right person, please be specific in your subject line. Here is what we handle:

• Technical Bug Reports: If you notice that the downloader is consistently failing for a specific type of link (e.g., "Carousel posts on Instagram aren't working"), this is vital information for us. Please include the specific URL that failed, your device type (iPhone, Android, Desktop), and which browser you are using.
• Feature Suggestions: TikTop is built for you. Many of our best features, such as the "No Watermark" toggle or the MP3 extraction tool, came from user suggestions. If you have an idea for a tool that would make your life easier, let us know. We read every suggestion, even if we can't reply to all of them.
• Advertising and Partnerships: We are open to collaborating with ad networks, tech blogs, and software reviewers. If you are interested in placing ads on TikTop or writing a review about our service, please select "Business Inquiry" in your subject line. Note that we do not accept intrusive pop-up ads or crypto-mining scripts.
• DMCA & Legal Issues: While we have a dedicated DMCA page, you can also use this contact form for urgent legal matters. Please ensure you attach all necessary documentation so our legal compliance team can review it immediately.

Response Time and Availability

We are a small but dedicated team of developers and support staff. Unlike massive corporations with automated chatbots, when you email TikTop, you are reaching a real human being. Because of this, our response times can vary based on the volume of emails we receive.

Standard Support Hours: Monday through Friday, 9:00 AM to 6:00 PM (GMT).
Weekend Availability: We monitor for critical site-wide outages on weekends, but general inquiries sent on Saturday or Sunday will typically be answered on the following Monday.

Please do not send multiple emails regarding the same issue within a 24-hour period. This pushes your ticket to the bottom of the queue and actually delays your response. We appreciate your patience and promise to get back to every legitimate inquiry.

Privacy and Data Security in Communications

Your privacy is paramount. When you contact us using the form above, your email address and name are used solely for the purpose of communicating with you regarding your inquiry. We do not sell your contact information to third-party marketing lists. Once a support ticket is resolved and closed, we archive the conversation for quality assurance for a period of 6 months, after which it is permanently deleted.

We strictly advise against sending sensitive personal information via this contact form. Please do not include passwords, credit card numbers, or physical home addresses in your message body. Our support team will never ask you for your password or payment information. If you receive an email claiming to be from TikTop asking for these details, please report it to us immediately as it is likely a phishing attempt.

Feedback and Community

TikTop has grown because of the community that uses it. We are constantly tweaking our algorithms to stay ahead of updates from TikTok, Instagram, and YouTube. Sometimes, these platforms change their code overnight, breaking our downloader temporarily. In these instances, you—the users—are often the first to know. By using this contact page to report issues promptly, you are helping the entire community continue to enjoy free, high-quality downloads.

We value constructive criticism. If you feel something on the site is clunky, slow, or confusing, tell us. We have redesigned our interface three times in the last two years based entirely on user feedback saying that buttons were too small or the color scheme was hard to read. Your voice matters here.

Thank you for using TikTop. We look forward to hearing from you and helping you get the most out of your social media experience.