Help and support
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Most answers are below. If you can't find what you need, write to us. A real person reads every email.
Frequently asked
- How does Privately encrypt photos and videos?
- Each photo and video is sealed on the iPhone with AES-256-GCM. Your PIN wraps the key, and the Secure Enclave holds it. The key never leaves the device.
- What if I forget my PIN?
- If Allow Forgot PIN Reset is on, the lock screen can set a new PIN with Face ID. The encryption key stays in place, so the photos stay. If that setting is off, there is no reset, and Privately cannot open them.
- Are my photos uploaded?
- No. Photos and videos stay on the iPhone. No server stores your library.
- What does Pro cost?
- Most of the app is free to use, and there is no free trial. Pro unlocks Locked Albums, Encrypted Backups, and more for $6.99 a week or $39.99 a year. The price for your region is shown in the app before you buy.
- How do I cancel my subscription?
- Apple bills the subscription. On your iPhone, open Settings, tap your name, then Subscriptions, and select Privately. Cancel at least 24 hours before the period ends to stop the next renewal. Deleting the app does not cancel the subscription.
- How do refunds work?
- Purchases go through Apple, so Apple handles refunds. You can request one at https://support.apple.com/HT204084. If the problem is with the app, email us first.
- What happens if I delete the app?
- Deleting Privately removes the vault from that iPhone. If you already exported an encrypted backup, you can restore it on a device with your PIN. Deleting the app does not cancel a subscription.