Support

Questions, problems, or a repair that didn't turn out right: email us and a person will reply.

If a repair didn't go as expected

Every repair writes a Report folder inside the new folder it creates. Attaching changes.csv and couldnt-fix.csv from it helps a lot. They list file names and what changed, never the photos themselves, and you can delete any rows you'd rather not share. Please don't send your photos or your export.

License keys and activations

• Your license key is in your receipt email from Polar, sent on behalf of Farspeak Labs.
• Lost it, or need to free up a Mac? Open the customer portal with your purchase email to see your key and manage the Macs it's active on.
• Each key works on two Macs. To move it, choose PhotoEscape, then License, then Deactivate This Mac on the old Mac first.
• PhotoEscape keeps working offline once activated.

Common fixes

• Add to Photos says it has no permission: open System Settings, then Privacy & Security, then Photos, and turn on PhotoEscape.
• Checking for updates: choose PhotoEscape, then Check for Updates.
• Some photos are listed in couldnt-fix.csv: those had no date anywhere in the export. They're still copied, into Photos/Undated.

Refunds

If PhotoEscape can't repair your export and we can't fix it, you get your money back. See the refund policy.