Technical FAQs

Get answers about product related technical questions. If you can't find your answer here, please feel free to contact us, our awesome support people will reply to you within 48 hours on weekdays.

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 “Erase Deleted Files”, 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’t 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 – JPEG to compress the photos and reclaim more space on your iOS Devices.

"JPEG" is the so-called Joint Photographic Expert Group – 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 Forum:, 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’t 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 D-Back & iMyFone Recovery Products

The trial version and registered version are almost with the same functions. But there are still very few functional differences between the trial version and registered version. The trial version only supports scanning the iOS device to preview the lost data; while the registered one, not only can preview lost data, but most importantly, it can recover all the lost data.
Operating System:
Microsoft Windows 10(64&32 bits)/ 8.1(64&32 bits)/8 (64&32 bits)/7 (64&32 bits)/Vista (64&32 bits)/XP (32 bit).
iOS: iOS 7.0 and iOS 7.0 later including the latest iOS 9
Hardware Requirements:
CPU: 1GHz (32 bit or 64 bit).
RAM: at least 256 MB RAM (1028MB Recommended).
Hard Disk: free storage space of more than 200 MB.
Unlock your iPhone; you will see "Trust This Computer" dialog appears on your iPhone, please click Trust option.
Re-connect your iPhone via the right USB.
The restore or factory reset will erase all data in iPhone and make iPhone a new device. In this case, you cannot recover the lost data from iPhone directly. Good news is that iMyFone D-Back can retrieve your lost data from iTunes and iCloud backup files.
Certainly it is because that you continue to use the device after data loss, which caused new data to overwrite the old one.
Do remember: not to use your phone continuously after data being deleted.
iPhone Data Recovery can only run on a computer, so it cannot be installed on iPhone or iPad. This is a design attribute.
One reason might be: Your device is not working properly and iTunes can't recognize it when connected to your computer.
If this is not the case, here are other reasons and the solutions after the iTunes identify your device.

  1. USB ports or the cable is not functioning. You can try other USB ports and cables for connection.
  2. Bad connection between the device and computer. Disconnect all other USB connections aside from mouse and keyboard or restart both your iPhone and computer.
  3. Low computer compatibility. Try another computer.
  4. Anti-virus software restricts its functioning. Change the anti-virus settings or disable it in the recovery process.
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.
Only under the circumstance that you have the password to decrypt the software can iPhone Data Recovery work. Encrypted iTunes backup file is not available for recovery since the iTunes protect the data for security concern.
It's not suggested to do so because new data will overwrite the previous one after you sync your device with iTunes on the computer. If you have lost all the data on your device, data on the iTunes will all be overwritten and this will result in the entire backup loss. iPhone Data Recovery can't help you recover the previous data under this circumstance.
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 the program cannot connect with the locked iOS device, it can help recover data from iTunes/iCloud backups.
It can only restore data from iTunes backups instead of the device if iOS is disabled.
iMyFone data recovery tools scrape together deleted or lost data from your iOS devices, however, the deleted or lost data is easily to be overwritten by turning off iOS devices or filling new data on iOS devices. And once the data is overwritten, no data recovery tools can recover it from iOS devices.
This happens if one of the following occurs.

  1. A password was applied to the iTunes backup before.
  2. The iOS device screen is locked.
  3. Restore WhatsApp's chat history in DFU Mode.
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.

There might be something wrong when you copy and paste your email and license code. Please copy and paste the license code onto .txt and remove any wrong text before registering, and make sure there is no space copied before and after your email and license code to make your email and license code copied correctly.

To connect your iPhone with the program, iPhone need to trust the computer firstly. So we suggest users download the free trial version on a computer trusted from the iPhone before to figure out whether the program can connect your iPhone. And even the program cannot recover data from iOS device, it can help recover data from iTunes/iCloud backups.
Recently, our website and sever were upgrading for a safer environment and some users got false prompt. In fact, we still haven't released any new version for iMyFone D-Back to update. We are sorry for the system bug and are working on fix it. You can just ignore and close the prompt.
For now, in order to keep the data on iOS devices safe, iMyFone data recovery tools don’t transfer data back to iOS devices to avoid any data overwriting.
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.
If your network speed is good and you cannot log in 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 can access iCloud data backed up with Apple ID which have set up two-step verification.
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 → 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.
Your iPhone might be turned off after failed fixing. You can enter DFU mode manually to let the program recognize your iPhone by the following steps:
1. press Home and Power button simultaneously for 10 seconds.
2. release Power button and keep holding Home button for about 15 seconds.
After entering DFU mode, the program will show the fixing interface and you can just click Start to fix your iPhone again.
When you run the program on your Mac, a popup will show and you can just click "You've received the license code, please register now" And then fill in the license info we sent and click "Register".
Still need help? Contact iMyFone Support Team.

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