Frequently Asked Questions

iMyFone D-Back

With iMyFone D-back, you can easily get back lost Notes, Photos, Videos, Messages, Contacts, Call
History, Safari History, Voice Memos, WhatsApp
, and other important files from your iOS device
in minutes
You may want to recover your iOS data when you are in the following situation:

  1. Accidental Deletion:Mistakenly deleted your photos, videos, messages, notes, call
    history, etc.
  2. Damaged/Bricked Device: Accidentally dropped your iPhone in water; or got your
    iPhone bricked; or stuck on a black screen, or it has suffered from a malware attack unexpectedly.
  3. Lost/Stolen Device: Unfortunately got your iPhone/iPad/iPod touch lost or stolen.
  4. Locked/Disabled Device: Locked out of your iPhone, or iPhone disabled for no
    explicit reason.
  5. Factory Reset: All data has disappeared when you did a factory reset on your
    iPhone? No problem, iMyFone D-Back can retrieve your lost data from iTunes and iCloud backup files.
The main difference between the free trial version and the full version is the free trial version will only
allow you to scan the iOS device to preview the lost data. It's a good chance to see whether our program
suits your needs. While in the full version, you can fully use all features of iMyFone D-back. With it, you
can preview all your deleted data and recover it selectively.
Download the free trial version of iMyFone D-back and launch it on your PC or Mac.
After connecting your device to it, choose the mode that you need.
If your device is supported, you can continue the process by clicking "Start".
If your device is not supported, you will see the message 鈥淵our Device Is Not Supported鈥.

*You can also go to Tech Specifications Page of iMyFone LockWiper to check the newest supported devices and iOS versions.

No, iMyFone D-Back is a desktop app running on PC or Mac, so it cannot be installed on an iPhone or iPad.
Our suggestion is that you can download D-Back to see if it recovers the deleted data you need before
purchasing it.

Yes, iMyFone is a company that has served around 2 million customers from over 100 countries. iMyFone D-back
is safe enough and can be downloaded without any concerns. It is recommended not only because of its
powerful function, but it also allows you to recover data from iOS in a manner that is 100% safe and secure.

Yes, iMyFone D-back supports to extract data from your broken device directly. If the computer can still
recognize your iPhone, you can recover data directly from iOS device. Besides, what sets this program apart
is that if the first mode fails you, it allows you to recover data from iTunes/iCloud backup in addition to
restoring your data from the iOS device itself.
If you have trusted the computer on which iMyFone D-Back is working, from the iOS device, and the iOS device
hasn't been restarted since that, iMyFone D-Back can probably connect with the device and recover data from
it. Even if the program cannot connect with the locked iOS device, it can help recover data from
iTunes/iCloud backups.
Only under the circumstances that you have the password to decrypt the software can iPhone Data Recovery

For now, in order to keep the data on iOS devices safe, iMyFone D-back won鈥檛 transfer data back to iOS
devices to avoid any data overwriting.

If you want to play the audio files of WeChat, you need to download and install the
application "妤兼湀寰俊璇煶鎾斁鍣" on your computer. Then use this player to play the audio files.
If you want to play the audio files of WhatsApp , you need to download and install the
corresponding player according to the file extension, or convert the file into the format that most players
can open. For example, if the audio message is an opus file, you can play it using the player foobar2000.
It is certainly because you have continued to use the device after data loss, which caused new data to
overwrite the old one. Please do not use your iPhone continuously after data is deleted. Therefore, iMyFone
D-back allows you to free download and preview the data before purchasing.
Unlock your iPhone, and you will see "Trust This Computer" dialog appears on your iPhone, please click the
"Trust" option. Or Re-connect your iPhone via the right USB.
Are you sure the password you entered was totally right? Have you tried to log into your iCloud account on And have you set two-factor authentication for Apple ID? If you have, you鈥檒l be required to turn off the two-factor authentication for Apple ID.
If your network speed is good and you cannot log into iCloud account, it may be caused by two-step
verification you set up for your Apple ID. Apple changed the encryption methods for iCloud backups and for
users who set up two-step verification, iMyFone D-Back cannot access their data in iCloud. That's why your
attempts always fail when you enter the correct login details. Actually, for now, there is no data recovery
tool that can access iCloud data backed up with Apple ID which has set up two-step verification.
This occurs when all the message string and contacts were deleted at the same time, and in the process of
recovering text messages, the contact information and date may not match perfectly especially when the
contacts were not restored before SMS. However, all the messages can be found, under "Unknown" section or
other phone number strings.
The text content in your conversations might be incompatible with your system environment, and then you will
see messy codes. You can change the encoded mode of the file. Just operate the opened HTML file with the
following steps: click the Menu option, and then click More Tools 鈫 Encoding to view the current encoding.
Switch from Unicode (UTF-8) to an appropriate encoding you need. Reopen the HTML file and it will show
content normally.
This can happen if you double click the software after saving it on your Mac instead of installing iMyFone
D-Back in your Applications folder. To solve this problem, you need to duplicate the software in the
Applications folder and run the program after installation.

iMyFone Umate Pro

To disable the "Find my iPhone" feature, please go to Settings>iCloud>Find My iPhone, and turn it off. You will need your iCloud password to do this. If you have forgotten it, then reset your password.

Note: This is only for iOS 7.0.0-iOS 7.0.6.

Step 1. Go to the Settings>iCloud>Account. Here, click on delete password and then input any new password on the iCloud Account Information window, and then click on Done. If the browser prompts any warning, then click on Ok and then on Cancel to exit.

Step 2. Go to Settings>iCloud>Account again, if the Description bar is not iCloud, please input iCloud and then delete it. Click Done. If the Description bar is iCloud, please delete iCould and click Done to exit.

After you successfully reset your password, you can now go back to your iCloud settings and disable Find my iPhone.

Even after you disable Find my iPhone, if the popup continues to appear, then follow the steps listed below to ensure that Find my iPhone is disabled.

1. First double tap on the Home button, and then from the multitasking screen, end the Settings process. Restart your iPhone.

2. Now go to the iCloud options under Settings, and then ensure that Find my iPhone is turned off / disabled.

3. Check if your iPhone is connected to the internet by opening Safari and visiting any webpage. You can also switch to another network connection by going to Settings>WiFi to test this.

iMyFone Umate Pro is one of the most effective software to clear out all your personal data- including SMS, images, call logs. The data deleted by Umate Pro cannot be recovered. It also supports jailbreaked devices. Many other apps for such purposes do not have such features.


The option - Reset All Settings will make all the settings of the device back to the default factory settings, but it does not delete Contacts, Calendar and Documents.

The option - Erase All Settings and Contents will format all contents including the system settings, but data deleted by this way may be recoverable. Performing "Restore" on your iPhone will not delete the personal data. To know more about it, you can check out for more information.

At present, file erasing cannot be done remotely. IMyfone Umate Pro is mainly for those who want to transfer devices at the moment. This feature has been considered for insertion in future updates.

When the system deletes any files, it only marks them as "Available". If these files are not overwritten, then they can be recovered. With the function of 鈥淓rase Deleted Files鈥, you can overwrite the files that are system deleted, which makes them unrecoverable. This erases only the deleted pictures, SMS and call logs. The exiting files on the device are not affected.

For resolving this error, use the following procedure:

  • Connect your device to your PC/Laptop and open iTunes.
  • Select the iPod/iPhone/iPad icon and go on your device.
  • Disable the option that says "Encrypt iPhone Backup" in the backup settings.
  • Unlock the device backup by entering your password.
  • You can now go ahead and use iMyFone Umate Pro.

To resolve this, first go to the Menu-About page and check the version of iMyFone Umate Pro that you are using. If you are not on the latest version, then go to the Check for Update options under Menu to ensure that you are always on the latest version, or update manually by going to:

If you are still unable to erase on the latest version, then check out the following tips for help:

  1. If your iOS device is locked during the process, then try again after unlocking the device.
  2. If the backup file created by iTunes is encrypted, then open iTunes and plug in your phone to the computer. Uncheck the option that says encrypt backups and then try again.
  3. Check if there is sufficient free storage in your device. You can check this under the Settings->General->Storage option. The amount of free space should be more than the size of photos in your iPhone.
  4. If you are using the Find My iPhone setting, then disable it firstly by going to Settings >Privacy >Location > Find My iPhone.
  5. Ensure that no other application is running or updating when you are running iMyFone Umate Pro.
  6. Follow the steps highlighted ahead for backing up and restoring your device with the help of iTunes. If iTunes is able to do it without any problems, then try to erase again with using iMyFone Umate Pro.
    • Connect the device to your PC and open iTunes.
    • Select the iPod/iPhone/iPad option in iTunes and go to the device page.
    • Click on the option of Back Up Now to back up your iOS device.
    • Once the backup completes, restore device by clicking on the "Restore Backup" option.
    • Before using iMyFone Umate Pro, ensure that you are able to backup & restore the device without any issues.

If the camera app stops working on iOS 7 after you discontinued the erasing process, and/or you are not able to view photos either, then it could be because you have not restarted the device. Once you restart your iOS device, Camera app should start working as normal.

After you have erased data, please don鈥檛 log in your Apple ID account and password. Otherwise, part of the erased data might be recovered from your iCloud backup or iTunes backup.

iMyFone Umate

iMyFone Umate will apply the almost lossless compression technique 鈥 JPEG to compress the photos and reclaim more space on your iOS Devices.

"JPEG" is the so-called Joint Photographic Expert Group 鈥 the first international standard of image compression. JPEG image compression algorithm does not merely provide good compression performance, but at the same time, has a better reconstruction quality, thus, it makes the lossless compression available. All in all, "JPEG" typically achieves 10:1 compression with little perceptible loss in image quality, which is widely and popularly used in image processing field

In conclusion, by virtue of JPEG technique, iMyFone Umate can safely compress your photos to release up to 75% of your photos' capacity for your iDevice.

Absolutely not! By default, this program will automatically create backups for your photos on your computer. Therefore, you can still get the original photos back if needed.

After Compression, you can back to the Compression interface of iMyFone Umate, in the bottom left corner, click "Open Backup Folder", you can find all your original photos.

  1. Make sure your iOS is supported. iMyFone Umate can support iOS 7.0 and later.
  2. Reconnect your device or use another workable USB cable (the originally USB cable is the best if available to use); then close and restart iMyFone Umate.
  3. Ensure that the latest version of iTunes is installed successfully and it can detect the device. If not, you can go to the link to download and reinstall it.

Yes, you can. One license is available to be used on multiple computers.

If you encounter an error for the first time, please restart the program and try again.
If you encounter the error for several times, please contact us via support form:, describing your case in details. More information will be greatly helpful for troubleshooting.

Both Basic License and Family License are life-time license and they can have life-time free support and upgrades. The only difference is that the Basic License can only support one iOS device, the Family License support 2-5 iOS devices. If you have more than one iDevice, we suggest you to choose the Family License.

Yes, of course! If you need volume license, please get in touch for more details via iMyFone Support Form:, our sales team will get back to you within 48 hours in weekdays.

Yes, we do. iMyFone provides free support for both the trial users and the registered users for any products. If you meet any technical problems when using the trial versions of iMyFone Umate, or you have any difficulty in using or purchasing it, please contact us to submit your queries. Our support team will answer you within 24 hours (working days).
Note: Free (Giveaway) item does not support free lifetime upgrades and lifetime customer service.

Although there are many excellent agents under iMyFone, we still can't promise that they are running secure servers like we are. If our product iMyFone Umate on other site is not secure enough to you, please let us know immediately, and we will double check it accordingly. If true, we will work with our agents and take appropriate action to improve their security. At the meantime, we will often review our agents to make sure that they are following our strict standards on selling.

Contacting iMyFone via the support form: is the quickest way to get support. To reply you without delay, please try to submit your case as much detailed and clear as possible, so that we can handle the issue quicker and solve it by one reply to let you get the point.
iMyFone will not ignore any question that submitted to us. We will try our best to solve all technical issues or other problems that you encounter when using our products. Sometimes, we may deal with many questions at one time, so please kindly wait for our reply. We promise that the earliest response will be provided to you!

Third-party apps Junk File Clean-up is only available for iOS 8.2 and below versions for now. And we are trying our best to apply this function to the latest iOS system.

Apple blocked the app sandbox access since iOS 8.3 to improve the security, which means all the third-party file management programs aren鈥檛 able to access the directories since iOS 8.3.

Please click the Tools icon (three short lines on the upper right corner) and then click Register. And then fill in your email and the license code. Note: make sure there is no space copied before and after your email and license code.

iMyFone defines the videos whose sizes are over 5MB on your iPhone as large files.

The amount of released space by temporary files clearance is estimated by the used storage on your iPhone when scan your device and the accurate space can only be known after clearance. The estimated figure will be relatively accurate for the first time of using use the program, but after that, it might be not so accurate.

After deleting large files, go back to the Delete Large Files interface of iMyFone Umate, and click "Open Backup Folder" on the bottom left corner, you can find all your selected videos.


If the available storage space on your iPhone is large, the software might occur abnormity during the process of clearing. And if the available storage reduce after clearing, you can restart the software and reconnect your iPhone to clear the temporary files one more time.

Recently, our website and sever were upgrading for a safer environment and some users got false prompt. We are sorry for the system bug and are working on fix it. To update iMyFone Umate, please go to our product page and click the download button to get the latest version.

The cleaning time iMyFone Umate takes depends on the junk/temporary files and the storage on your iPhone. Generally, the more junk/temporary files on your iPhone, the longer time it will take, especially when iMyFone Umate cleans your iPhone for the first time.

For iDevices with iOS 8.2 and below version, iMyFone Umate can remove temporary files created by both the iOS system itself and the third-party apps.
For iDevices with iOS 8.3 and above, iMyFone Umate can also remove temporary files created by iOS system itself. But for third-party apps' temporary files, we couldn't remove them directly, we free up this part of space by clearing up trash debris.

The popups is from iMyFone Helper. And if you want to delete it, you can go to: C:\Program Files(x86)\iMyFone to delete the whole iMyFone folder and the popups will never show.

iMyFone TunesMate

Step 1: Please install and run iMyFone TunesMate on your computer.
Step 2: Click the tool icon (it is the icon with three lines) at the top right corner and choose 鈥淩egister鈥. A window will pop up and ask you to register.
Step 3: Copy and paste your license email address and registration code. Click 鈥淩egister鈥 to activate it.
Note: Make sure that there is no space copied at the beginning and the end of your email address and registration code.

Yes, please keep iTunes installed on your computer when using iMyFone TunesMate. If you do not install the iTunes, it cannot transfer files between iPhone/iPad/iPod and iTunes library. And your device may not be recognized by our program either.
Note: To avoid iTunes erasing the data from your device automatically, you can follow the steps below to set it properly in advance.

  • Launch iTunes, and go to 鈥淓dit > Preferences > Devices鈥.
  • Tick 鈥淧revent iPods, iPhones, and iPads from syncing automatically鈥, and click 鈥淥K鈥 to save the settings.

If your iPhone/iPad/iPod touch is connected and recognized by computer, but not recognized by TunesMate, please confirm the following things.

  • Your iDevice needs to have iOS 7.0 or later. Please go to 鈥淪ettings > General > About > Version鈥 on your device to check it.
  • Ensure the latest version of iTunes is installed and your device can be detected by iTunes. If iTunes cannot detect your device either, please uninstall and reinstall iTunes to have a try.
  • Use the original USB cable that comes with your device.
  • If all is fine, unplug and re-plug your device. Or reboot your device and reconnect it.

When you connect your iDevice to computer, it will pop up a window and ask you to trust this computer on your device. It is designed to prevent unauthorized computers to access your device鈥檚 data.
Here is how to unlock your iDevice and trust the computer:
Step 1: Connect your iDevice to computer and launch iMyFone TunesMate.
Step 1: Once you see the 鈥淭rust鈥 notice on TunesMate, please turn to your iDevice. Tap the
Home button to open your iDevice and slide your finger from left to right over 鈥渟lide to unlock鈥. Enter your passcode to unlock your device.
Step 3: Tap 鈥淭rust鈥 when you see the 鈥淭rust This Computer鈥 notice on your device.
If it still shows the window and ask you trust this computer, please disconnect and reconnect your device and give it a try again.

You can enjoy the limited functions on the trial version of iMyFone TunesMate. However, you can enjoy all the functions on the full version.
Here are the limitations of the trial version:

  • Music Transfer: Transfer 5 music files between iOS device and iTunes/computer
  • Edit Music Tags: Directly edit 5 music tags and albums arts on your devices.
  • Video Transfer: Transfer 5 videos between iOS device and iTunes/computer
  • Photo Transfer: Transfer 10 photos & albums between iOS device and computer
  • App Manager: Uninstall 3 apps


For Windows
Step 1: Launch iMyFone TunesMate on your computer.
Step 2: Check the Version - Click on the tool icon (it is the icon with three lines) at the top right corner and click 鈥淎bout鈥. You can find the version of TunesMate there.
Make Update - Click on the tool icon again and tap 鈥淐heck for updates鈥. If it shows a new version, you can click 鈥淯pdate鈥 button to make it.

Yes, you can.
Suggestion 1: Transfer your media to iTunes library, and then transfer the media from iTunes library to your friend鈥檚 device.
Step 1: Connect your iDevice to computer and launch TunesMate.
Step 2: Click 鈥淭ransfer iDevice Media to iTunes鈥 on the home interface. Follow the instructions to transfer your media files to your iTunes library.
Step 3: Disconnect your device and connect your friend鈥檚 iDevice. Click 鈥淭ransfer iTunes Media to iDevice鈥 from the home interface and follow the instructions to transfer media files from your iTunes library to your friend鈥檚 device.
Note: You don鈥檛 need to worry about your friend鈥檚 device will be erased if the device has already synced to another iTunes library. The 鈥淭ransfer iTunes Media to iDevice鈥 function helps to transfer iTunes media to device without erasing.
Suggestion 2锛欵xport your media to computer, and then import the media from computer to your friend鈥檚 device.
Step 1: Connect your iDevice to computer and launch TunesMate.
Step 2: Choose the tab at the top, like 鈥淢usic鈥. Your songs will be listed there. Select the songs first and hit 鈥淓xport > Export to PC鈥. Follow the instructions to export your media to computer.
Step 3: Disconnect your device and connect your friend鈥檚 device. Go to 鈥淢usic鈥 tab again. Click 鈥淎dd > Add File/Folder鈥. Follow the instructions to add the media files from computer to your friend鈥檚 device.

Yes. iMyFone TunesMate can help you add music and videos to iPhone from different computers without losing music and video.
If your iPhone is synced with an iTunes library, using iTunes to add data from another computer will erase everything on your iPhone. But with TunesMate, you can add media files to your iPhone from different computers/iTunes libraries without losing any data.

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