Undupe

Support

Undupe for iPhone · iOS 18 or later

Email us

A person reads every message. We aim to reply within two working days.

support@ripeseed.io

It helps if you can tell us your iPhone model, your iOS version (Settings → General → About), the Undupe version (Settings, at the bottom of the app), and what you were doing when it went wrong. If a scan produced a group that looks wrong to you, a screenshot of that group tells us more than any description can.

I deleted a photo I wanted. Can I get it back?

Very probably yes, and the sooner you look the better. Undupe does not erase anything itself — it asks iOS to delete, and iOS puts deleted photographs somewhere they can be recovered from. Work through this in order.

  1. Open the Photos app and go to Recently Deleted. It is in the Utilities section of the Collections tab. Everything Undupe removed is there, and iOS keeps it for about 30 days from the moment it was deleted.
  2. Find the photo and tap Recover. It goes straight back to your library, with its date and location intact. You can select several at once.
  3. If Recently Deleted is empty, check whether you emptied it yourself after the clean-up. Emptying that album is immediate and permanent — there is no second bin behind it.
  4. If you use iCloud Photos, check your other devices. Recently Deleted syncs across them, so a Mac or an iPad signed into the same Apple ID shows the same album. Try iCloud.com → Photos → Recently Deleted as well.
  5. If you have a device backup from before the clean-up, restoring it will bring the photograph back — but it also rolls the whole phone back to that date, so weigh that carefully before you do it.
  6. After 30 days, or after the album has been emptied, it is gone. Neither we nor Apple can retrieve it. We are sorry — that is genuinely the end of the road, and it is why the app asks twice.

Undupe suggests which photograph to keep, but it cannot know which one matters to you — it measures sharpness, not meaning. Section 7 of the Terms sets out exactly what the app can and cannot judge, and the ways a group can be wrong. If Undupe grouped photographs that were not duplicates, please send us the screenshot: that is a bug in our grouping and we want to see it.

My storage has not gone down. What happened?

This is the question we get most, and the answer is almost always the same: Recently Deleted still counts against your storage. iOS holds deleted photographs for around 30 days before removing them for real, and until it does, the space is still occupied.

To get the space back immediately:

  1. Open Photos → Collections → Utilities → Recently Deleted.
  2. Tap Select, then Delete All.
  3. Confirm. The storage figure updates within a few minutes.

Check what you are actually looking at, too. Settings → General → iPhone Storage is the real number and can take a while to recalculate. If you use iCloud Photos with Optimise iPhone Storage turned on, your phone may only be holding smaller versions of your photos anyway, so deleting them frees less space on the device than you expect — though it does free the full amount in iCloud.

How do I…

Restore a purchase on a new phone
Open Undupe, go to Settings and tap Restore purchases. Sign in with the same Apple ID that bought it and your plan comes back. Purchases are tied to the Apple ID, not to the device, so there is nothing to transfer manually. If a restore does not find it, check you are signed into the right Apple ID in Settings → your name.
Cancel the yearly subscription
Settings → your name → Subscriptions → Undupe → Cancel Subscription. We cannot cancel it for you — Apple takes the payment and only your Apple account can stop it. Note that deleting the app does not cancel it; it keeps renewing until you cancel it in that screen. The one-month pass and the lifetime purchase never renew, so there is nothing to cancel for either.
Get a refund
Refunds are handled entirely by Apple, at reportaproblem.apple.com, signed in with the Apple ID that made the purchase. We never receive the money, so we cannot refund it — but if something in the app was misleading, tell us anyway, because that is a problem we can fix.
Change how aggressively it groups photos
Settings → Sensitivity. A higher setting groups more photographs together, which finds more duplicates and gets it wrong more often; a lower setting is more cautious and leaves more behind. Undupe defaults to the balanced middle deliberately. If you change it, run a scan again — the setting applies to the next scan, not to results already on screen.
Clear the analysis cache
Settings → Clear cache. The cache is a small database of the numerical fingerprints Undupe computed for your photos, so that a repeat scan does not have to redo the work. It holds no images. Clearing it is completely safe — it never touches a photograph — and the only consequence is that the next scan takes as long as the first one did.
Give Undupe access to only some of my photos
When iOS asks for photo access, choose Select Photos rather than Allow Access to All Photos. Undupe will only ever see the ones you picked. You can change this later in Settings → Apps → Undupe → Photos, and add more photos to the selection at any time. Bear in mind that Undupe can only find duplicates among the photos it can actually see.
Stop Undupe sending usage and crash data
Email support@ripeseed.io and we will action it. The data is anonymous usage and crash diagnostics — which screens were opened, whether a scan finished, the details of a crash — and it never contains your photographs or anything derived from them. The privacy policy sets out every field. You can also turn off Allow Apps to Request to Track and Share iPhone Analytics in iOS Settings, though neither of those is what Undupe uses.
Delete my account and my data
There is no account. Undupe has no sign-up, no password, no profile and no server holding anything of yours — so there is nothing to close. Deleting the app removes everything it stored: the analysis cache, your settings, and the daily deletion counter. Your photographs are not Undupe's to delete and stay in your library untouched. If you also want the anonymous diagnostics described in the privacy policy erased, email support@ripeseed.io and we will do it.
Scan a library that is very large
Just start it. Undupe is built for libraries in the tens of thousands, and groups appear while the scan is still running, so you can begin reviewing before it finishes. Keep the app in the foreground for the fastest run, and if the phone gets warm the scan will slow itself rather than push through. Later scans only analyse the photographs added since the last one.
Report a group that was wrong
Please do — this is the most useful email we get. Screenshot the group, note roughly what the photographs were of and what sensitivity you were using, and send it to support@ripeseed.io. A grouping that is visibly wrong is a bug in the comparison, and seeing real examples is how it gets fixed. You do not need to send the photographs themselves.

Still stuck

Write to support@ripeseed.io. We read everything, including the messages that turn out to be our fault.

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