Poofora Support

Need help? Write to support@poofora.com. Please tell us your iPhone model, your iOS version and the Poofora version. You can find the version in Poofora → Settings. Please do not send photos or contacts. If you tap Contact support in Poofora → Settings, the mail draft contains only these three facts. If you use Report a problem or Report a translation problem, the draft also contains the app language and the text that you type. You can read and change the draft, and nothing is sent unless you send it.

How does deleting work?

You mark photos in Poofora. They wait on the Review screen. Nothing is deleted yet. When you tap Delete, Poofora may ask you to confirm. Then iOS asks you to confirm. Deleted photos move to Recently Deleted.

Why did I not get space back?

iOS keeps deleted photos in Recently Deleted for up to 30 days. Space is freed when they leave. To free it now, open Photos → Albums → Recently Deleted → Select → Delete All.

How do I get a deleted photo back?

Open Photos → Albums → Recently Deleted. Select the photo and tap Recover. Poofora cannot restore it for you. After 30 days it is gone.

What is the album "Poofora: to delete"?

It is a Photos album with the photos you marked. It appears when you mark your first photo. It uses no extra space. You can turn it off in Poofora → Settings. The album stays until you delete it in Photos.

How many free deletions do I have?

The free plan includes 100 welcome deletions, one time. When they are used up, you get 15 free deletions every day, for as long as you like. A new day starts at midnight on your iPhone, and deletions you did not use do not carry over. Only items that really leave your library count. Scanning the last 12 months, browsing and reviewing are not limited. Some features, such as scanning older photos, are part of Poofora Premium. While you are on the free plan, you can see how many are left in Poofora → Settings → Plan. Poofora Premium removes the limit. The numbers are kept on your iPhone only. Reinstalling the app may or may not bring back your free deletions, and the amounts may change in a future version. If you used Poofora before the welcome allowance was introduced, your earlier deletions count toward the 100.

How do I restore my purchase?

Open Poofora → Settings and tap Restore Purchases. You can also tap it at the bottom of the plans screen. Use the same Apple Account that you bought with. If a family member shares Family Premium with you, use the same button.

How do I cancel my subscription?

Open Settings on your iPhone → your name → Subscriptions → Poofora. In Poofora → Settings you can also tap Manage subscription. Cancel at least 24 hours before the period ends, or it renews. You keep Premium until the end of the period you have paid for. Deleting the app does not cancel the subscription. Lifetime Premium has nothing to cancel. For a refund, see the next question.

How do I get a refund?

Apple sells and bills Poofora Premium, and only Apple can refund it. Go to reportaproblem.apple.com, sign in with the Apple Account you bought with, choose the purchase and tap Report a Problem. You can also contact Apple Support. Apple decides each request. We cannot see or change your payment.

What is Family Premium?

Family Premium is a yearly subscription that Apple Family Sharing can share with up to six members of your family group. Sharing is set up in your Apple Family Sharing settings. Family Sharing applies only to Family Premium, not to Weekly Premium, Yearly Premium or Lifetime Premium.

What does Lifetime Premium include?

Lifetime Premium is a one-time purchase that does not renew. It lasts for as long as we offer and support Poofora Premium on the App Store, not for your lifetime or ours. It covers the features of Poofora Premium. It does not include other apps or separate products that we may release in the future.

Where is my contacts backup?

Before every merge, Poofora saves a .vcf file in its Documents folder. Open the Files app → On My iPhone → Poofora → ContactBackups. You can share the file, open it to import the contacts again, or restore it in Poofora. The file is included in the backups of your iPhone and is never uploaded by Poofora. Poofora does not delete backups automatically. You can delete them in the Files app. Deleting the app also removes them.

How do I remove all my Poofora data?

Delete the contact backup files in the Files app. In Poofora → Settings, tap Clear scan cache to clear the scan cache, the screenshot search index and the country counts. Use the Screenshot Brain screen to erase the screenshot text and your recent searches. To stop notifications, turn them off in Poofora → Settings or in iOS Settings; this cancels all pending notifications. Then delete the app, which also removes the counters stored for notifications. One number stays: Poofora keeps how many free deletions you have used in the iOS Keychain too, and iOS may keep it after you delete the app. It holds no personal data. Erasing the iPhone removes it. Saved copies and the "Poofora: to delete" album stay in Photos until you delete them there.

How do I contact you?

Write to support@poofora.com. We read every message.