Support

Last updated: 26 October 2026

Contact us

Email support@prunelyapp.com. A real person reads every message, and we reply within **2 working days**.

To help us answer quickly, please include:

• your Prunely version (Prunely → Settings, at the bottom),
• your iOS version and iPhone model,
• what you expected to happen and what happened instead.

In the app, Settings → Contact support fills in these details for you. Please never send us your photos or videos. We don't need them to help you.

Privacy questions: privacy@prunelyapp.com. See also our Privacy Policy and Terms of Use.

Frequently asked questions

Why didn't my storage change?

When you delete photos, iOS moves them to Recently Deleted and keeps them there for 30 days, so the space isn't freed right away. To free it now:

1. Open the Photos app.
2. Go to Utilities → Recently Deleted. On iOS 26 and later, it's under Collections.
3. Tap Select, then Delete All.

Items with a cloud icon are stored only in iCloud. Deleting them frees iCloud space, not iPhone space. iOS can also take a few minutes to update the number in Settings → General → iPhone Storage.

How do I cancel?

Open Settings → Apple Account → Subscriptions → Prunely Pro → Cancel Subscription on your iPhone, or tap Manage subscription in Prunely → Settings → Subscription.

Deleting the app does not cancel a subscription. To avoid a charge after the free trial, cancel at least 24 hours before it ends. You keep Pro until the end of the period you paid for. If the trial reminder is on, we remind you 2 days before your trial ends.

Is anything uploaded?

No. Prunely scans and compares your photos on this iPhone. Your photos and videos never leave it.

If you agree, Prunely sends usage counts, like “scan finished”, and short crash summaries to TelemetryDeck so we can see whether the app works well. They contain no photos or names and aren't linked to you. Nothing is sent until you choose, and you can change it in Settings → Privacy.

What counts as similar?

Photos taken within a few minutes of each other that look alike, such as bursts or several tries of the same shot. Prunely compares them on your iPhone and suggests the best one to keep, usually the sharpest with the clearest faces.

To change how strict this is, go to Settings → Scanning → Similar photos. Tap Not similar on a group and Prunely won't suggest it again.

How do I get a refund?

Purchases are made through Apple, so Apple handles refunds and decides on them, usually within 48 hours. If you bought Prunely Pro yourself, use Settings → Help & FAQ → Request a refund in Prunely, or visit <https://reportaproblem.apple.com>;.

We can't issue refunds ourselves, but if something didn't work, please tell us.

What's free and what's Pro?

Scanning, reviewing, swiping and marking photos are free and unlimited. Free users can delete up to 50 items a day; the count starts again at midnight. Pro removes the limit.

If you reach the limit, everything you marked stays in Prunely's Trash for the next day.

In Tools, Pro is needed to compress videos, merge or delete contacts and set up the private vault. Contacts backups and restoring, Live Photos → still (within the daily limit), the widgets and opening an existing vault are free.

How does Prunely work with iCloud Photos?

With iCloud Photos on, your iPhone and iCloud share one library. Deleting a photo removes it everywhere: on this iPhone, in iCloud and on your other devices. It goes to Recently Deleted first, where you can recover it for 30 days.

Items with a cloud icon are stored only in iCloud, so deleting them frees iCloud space, not iPhone space. To compare them, iOS may download small previews from your own iCloud account; nothing is sent to us. You can choose whether to include them in Settings → Scanning.

I deleted something by mistake.

If it's still in Prunely's Trash, nothing has been deleted yet: restore it from there.

If you already deleted it, open the Photos app, go to Utilities → Recently Deleted, select it and tap Recover. Items stay there for 30 days unless the album is emptied. After that they can't be brought back, because Prunely never keeps a copy of your photos.

Why does Prunely need full photo access?

To find duplicates and similar shots, Prunely compares photos with each other. With limited access it only sees the photos you picked, so it finds less. Either way, your photos never leave your iPhone.

You can change access in the Settings app → Apps → Prunely → Photos.

How do I restore my purchase?

Open Settings → Subscription in Prunely and tap Restore purchases, signed in with the Apple Account you used to buy Pro. If a family member shares Pro with you through Family Sharing, it appears on its own.

Does Family Sharing work?

Yes. When the family organizer buys Prunely Pro, up to five other family members can use it at no extra cost. It appears on their iPhones on its own.

Where did my original video go?

Prunely saves the compressed video to Photos as a new item with the same date and place, so it sits next to the original.

If “Delete originals after” was on, iOS asked you to confirm and the originals went to Recently Deleted. You can recover them there for 30 days; empty Recently Deleted in the Photos app to get the space back now. If it was off, or you didn't confirm, the original is still in your library and you have both versions.

Why did compressing an iCloud video not free space on my iPhone?

With Optimize iPhone Storage on, a video with a cloud icon is stored in iCloud and your iPhone keeps only a small preview. To compress it, Prunely first downloads it from your own iCloud account; nothing is sent to us.

The smaller copy is saved to your library, and deleting the original frees iCloud space. Your iPhone only held the preview, so its free space barely changes, and it can even drop for a while until iOS optimizes the new copy too. To free space on this iPhone, compress videos that are stored on it.

Does turning off Live in Photos save space?

No. Turning off Live in the Photos app only hides the motion: the video part stays stored with the photo, and you can turn Live back on at any time.

Live Photos → still in Tools saves a new still photo, then deletes the original Live Photo with its motion, after you confirm in Prunely and in the iOS prompt. The original goes to Recently Deleted for 30 days, so the space is freed once Recently Deleted is emptied.

How do I undo a contacts merge?

Before every merge or delete, Prunely saves an encrypted backup of your contacts on this iPhone. To undo a change:

1. Open Tools → Contacts → Backups.
2. Choose the backup from before the change.
3. Tap Restore.

Contacts Prunely removed are added back and contacts it changed are reset. Nothing is deleted, and a backup of your current contacts is saved first. Restored cards are new cards, so other apps may see them as new. Backups and restoring are free.

Why weren't contact notes merged?

iOS doesn't let apps read the notes on contact cards; only Apple's apps and a few apps with a special permission from Apple can. So Prunely can't combine notes, and they aren't in its backups.

When Prunely merges cards, the card that stays keeps its own note. A note on a card that was removed is lost, and restoring a backup brings the card back without it. Before merging, copy any note you need onto the card that stays, in the Contacts app.

How do I open my vault?

The vault opens with your iPhone's Face ID or Touch ID, or with your iPhone passcode, like the Hidden album in Photos. It locks as soon as you leave Prunely.

Anyone who knows your iPhone passcode can open the vault, so keep your passcode to yourself.

The vault needs a passcode on your iPhone. If you turn the passcode off, the vault stays on your iPhone but can't open until you set a passcode again in Settings.

What happens to my vault if I delete Prunely or change phones?

Vault items are stored only in Prunely on this iPhone, encrypted. Prunely never uploads them, and they're included in your iPhone backup, still encrypted, like the rest of your app data.

On a new iPhone, restoring an iCloud backup or an encrypted computer backup brings the vault back. An unencrypted computer backup can't bring it back, because it doesn't include the vault's key.

Deleting Prunely deletes the vault and everything in it, and that can't be undone. Before you delete the app, open the vault and save what you want to keep to Photos.