Support
Need a hand with Private Play? Start with the questions below — and if you don't find your answer, we're an email away.
Frequently asked questions
How do I get my photos back out of the vault?
Open the vault, select the items you want, and choose to release them to your photo library. The originals are decrypted and saved back to Photos, and removed from the vault. You can do this at any time, including after a free trial ends.
I forgot my passcode. Can you recover my vault?
No — and this is by design. Your vault is encrypted on your device and we hold no copy of it or your passcode. That means no one, including us, can unlock it for you. Please keep independent backups of anything important.
What happens when the free trial ends?
Your photos always stay yours. When the 7-day trial ends without a purchase, you can still export items from the vault back to your photo library at any time. Adding new items and viewing inside the vault require unlocking Pro with the Monthly or Lifetime option.
Are my photos uploaded to your servers?
No. We operate no server that receives your media, and the app has no account system. Everything is stored in an encrypted vault on your device. See our Privacy Policy for the full detail.
How does NAS & WebDAV sync work?
Sync is optional. When you enable it, you enter the address and credentials of your own NAS, SMB, or WebDAV server, and the app communicates directly with that server. Your media and credentials go only to the server you configure — never to us.
How do I cancel my subscription?
Subscriptions are managed by Apple. On your iPhone, open Settings, tap your name, tap Subscriptions, choose Private Play, and cancel. Cancellation takes effect at the end of the current billing period. The Lifetime option is a one-time purchase and has nothing to cancel.
Does one purchase cover my family?
Eligible purchases support Family Sharing, so one Lifetime purchase can cover everyone in your Family Sharing group. Set up Family Sharing in iOS Settings to share access.
I bought Pro but it's not showing. How do I restore it?
On the paywall screen, tap "Restore Purchases." Make sure you're signed in with the same Apple Account you used to buy. If it still doesn't appear, email us and we'll help.
Which devices are supported?
Private Play is built for iPhone and requires iOS 17 or later. It runs in portrait orientation.
How do I delete everything?
Deleting the app removes its on-device data, including the encrypted vault. If you want to keep any photos, export them back to your photo library first. Because we store none of your data, there's nothing to delete on our side.