Help starts here.

Standalone iPhone / iPad edition · 2 October 2026

Protect your photos first

Do not delete the app, reset data, re-pair devices or erase originals to troubleshoot. Record the time and steps. After saving, try closing and reopening the app; if it remains unavailable, preserve the situation and contact support.

Common questions

Why are another device's photos missing?: Standalone does not exchange new photos or records. Old remote entries without usable local media are hidden. Available previews, playable videos and authorized system Photos can remain visible. Different local counts do not mean history was deleted.
Why can standalone still use networks?: System iCloud, place lookup, weather, speech recognition and casting or sharing you request can use networks. These are not MO Photos device synchronization. See the privacy policy.
Why does a video cover appear but playback fail?: A cover is not the original video. Check system Photos permissions and resource availability; a preview is not proof of an original backup.
Does a database backup contain every photo?: No. A database backup mainly stores catalogue facts. Complete recovery packages include only declared managed media, not every PhotoKit, iCloud-only or desktop original. Do not delete originals to test backups.
Should I send the whole library?: No. Start with minimal reproduction steps. Only send a previewed diagnostic package if necessary and voluntary; complete recovery packages, all system logs and private photos are not routine support attachments.

A useful report

Device / iOS or iPadOS version:
App version (Profile → Settings → About):
Time and steps:
Expected / actual result:
Did waiting or reopening help?
Attachments: none / redacted screenshot / voluntary diagnostics

Do not provide Apple ID passwords, verification codes, device passwords or pairing keys. Redact faces, places or private text from screenshots where appropriate. Diagnostics are optional.

Diagnostic and privacy requests

Open Profile → Settings → Database and Diagnostics → Diagnostics and Logs to view or export app diagnostics. Cancelling sharing does not send them to us. The recipient is your choice. See diagnostic rules. Use the same email to request access, correction or deletion of materials you sent; identify the original request without unrelated identity documents. This site cannot access or erase device-local data.