Support Center

Order FAQs
Technical FAQs
Registration Code

Get answers about product related technical questions. If you do not find your answers here, please feel free to contact us , we will respond within 48 hours (usually 24 hours) on weekdays.
>> Click here to contact us by submiting online form!

Express Lane
UltData (iPhone Data Recovery)
iCareFone (iPhone Care Pro)
Android Data Recovery
iPhone Backup Unlocker
Windows Boot Genius
WhatsApp Recovery
Windows Password Recovery Tool
Any Data Recovery Pro
Other Products

UltData (iPhone Data Recovery)

Q1: What are the limitations of trial version?
There are no functional differences between the trial version and full version except that the trial version only allows scanning and previewing data, but not allows recovering data to computer.
After you purchase a license and register the trial version successfully, you will be able to recover the data without limitation.
Q2: What to do when UltData cannot detect my device?
-Unlock your iPhone/iPad/iPod firstly if you set a passcode.
-If you see “Trust This Computer” dialog appears on your iPhone, please click Trust option.
-iTunes should detect your iPhone without any warning message.
Q3: Why does UltData find no data in my device?
Please check whether you encrypted the iTunes backup so that the software failed to access data in your iPhone. Click here to check how to disable iTunes backup password.
Q4: Why does the software not find all the lost data by scanning iPhone directly?
Generally the program should find all lost data without time frame; whereas, if you continue to use the device after data loss, the new data will overwrite the deleted data gradually to free disk space. The longer time the data were deleted, the more possible they've been overwritten. It is recommended not to use the device when you lost important data. If you have backed up the data in iTunes or iCloud before, please switch to Recover Data from iTunes/iCloud Backup File mode to retrieve your data from backup.
Q5: How to fix "Failed! Please eject iOS device. Then connect it to your PC and scan it again!"
Try following steps:
1. Check whether you turned on the Find My iPhone on the device, if so, turn it off and try again.
2. Check and make sure there is enough available space on local hard disk.
3. Change a different USB cable to connect the device.
Q6: Can I still recover the data after iPhone restore/factory reset?
The restore or factory reset will erase all data in iPhone and make iPhone a new device. In this case, you cannot recover the lost data from iPhone directly. Good news that iPhone Data Recovery can retrieve data from iTunes and iCloud backup file.
Q7: Why cannot I find my lost data from iTunes Backup file?
Two circumstances will cause this:
1. You've synchronized the iOS device with iTunes after the data loss, and thus the iTunes has updated the backup file by erasing the former data.
2. You've not backed up the data with iTunes before data lost.
If you deleted the data not long ago, please try Recover Data from iOS Devices.
Q8: How to import iPhone Backup File manually?
When you do not save the backup file in the specified path, you can click Import Backup File option to import the backup file manually.

The specified path to save the iTunes Backup File:
Windows Vista, Windows 7, and Windows 8: \Users\(username)\AppData\Roaming\Apple Computer\MobileSync\Backup\

Windows XP: \Documents and Settings\(username)\Application Data\Apple Computer\MobileSync\Backup\

MAC OS X computers: ~Library/Application Support/MobileSync/Backup

The "~" represents your Home folder. If you don't see Library in your Home folder, hold Option and click the Go menu.
Q9: What should I do when I forgot my iCloud password?
1. Go to the My Apple ID website and follow the instructions to reset your Apple ID password.

For more information, see the Apple Support article Apple ID: Changing your password.

2. After changing your iCloud password, make sure you update it on all your devices and in any email apps you use to get your iCloud email.

On your iPhone, iPad, or iPod touch: Go to Settings > iCloud, then tap your iCloud account.

On a Mac: choose Apple menu > System Preferences, then click iCloud.

On a Windows computer: Open the iCloud Control Panel.

In your email apps: Check the help provided for the email apps you're using.

If you set up iCloud on your iPhone, iPad, or iPod touch, make sure to set up a passcode lock on your device (Settings > General > Passcode Lock) for added security. Important Note: If you use the same Apple ID for iCloud as you do with other Apple services such as the Apple Online Store, iTunes Store, Mac App Store, or to purchase products in iPhoto or Aperture, changing your iCloud password also changes your password for these services. Make sure you sign in to those locations using your new password.
Q10: Why do I get message "app name can't be opened because it is from an unidentified developer”?
This is Gatekeeper messages, and you can fix this by changing the Security&Privacy settings on your Mac OS X. Click here to read more.
Q11: What is UltData superior to iTunes?
iPhone Data Recovery scans iTunes backup and allows previewing data in details. Moreover, you can restore data selectively from iTunes backup to local computer.

iCareFone (iPhone Care Pro)

Q1: What are the limitations of trial version?
Only the Files Manager is free for trial users. Other features like Speedup & Clean, Backup & Restore, Ads Remove, Fix iOS Stuck, Repair Operating System are not available in trial version. You need to purchase Tenorshare iCareFone to enjoy all the benefits of the software.
Q2: Why does Tenorshare iCareFone need register again even when I registered it already?
You should run this program with Administrator.
Q3: How to fix when the software cannot detect my iOS device?
1. If your device is in normal condition, you should unlock your iPhone/iPad/iPod firstly if you set a passcode. If you see “Trust This Computer” dialog appears on your iPhone, please click Trust option.

Ensure that you have the latest version of iTunes, if iTunes can’t recognize the device, uninstall and re-install iTunes.
Use the USB cable that comes with the iDevice, plug the USB cable into any available port on your computer.
Unplug and re-plug in the device, reboot the device and plug in again.

2. If your device is stuck in recovery mode, you can select “Fix iOS Stuck” function and click “Exit Recovery Mode” to exit recovery mode.
3. If your device performs abnormally like stuck at Apple logo, boot loop, black screen and so on, you need to repair the operating system with “Repair Operating System” function.
Q4: How to fix when Tenorshare iCareFone cannot scan my Contact/Note/Calendar?
Please check whether you turned on these file types in iCloud of Settings. Open Settings on your iOS device>iCloud>Contacts>move the switch to OFF.

Click Refresh button on Tenorshare iCareFone to scan again.
Q5: Can Tenorshare iCareFone help when I forgot my iPhone password?
Tenorshare iCareFone cannot recover the forgotten passcode. You can restore the iPhone to unlock it. Learn more.

Learn More >>
Q6: Where does the backup from Tenorshare iCareFone store on computer?
Tenorshare iCareFone stores all backups separately on computer. We store the backup file to the same location where iTunes backup file locates.

Windows Vista, Windows 7, Windows 8, Windows 8.1 and Windows 10: \Users\(username)\AppData\Roaming\Apple Computer\MobileSync\Backup\

Windows XP: \Documents and Settings\(username)\Application Data\AppleComputer\MobileSync\Backup\

MAC OS X computers: ~Library/Application Support/MobileSync/Backup

The "~" represents your Home folder. If you don't see Library in your Home folder, hold Option and click the Go menu.
Q7: How to repair operating system to fix iOS crashes, stuck, error and other severe system issues?
The “Repair Operating System” feature in Tenorshare iCareFone offers an ultimate solution to fix iOS issues like random crashes due to system file loss, iTunes errors, and 50+ iOS stuck issues (apple logo, endless reboot, connect to iTunes screen, etc.). No data will be lost.
Learn how to repair operating system with Tenorshare iCareFone>>
Q8: What to do when repairing operating system failed?
If you receive error message during operating system repairing, here are some suggestions for your reference.

Please make sure that your iTunes is the newest version.

If you import the firmware manually, verify if the firmware package matches the device model. If you download firmware online, this option will download the latest firmware package from Apple website.

We recommend you to use Standard Repair, which will not cause data loss. If the problem persists, we recommend you to try 3-5 times to increase the success rate. Whereas, if your device is in worse circumstance unfortunately and cannot be fixed with Standard Repair, please switch to Deep Repair. All data will be wiped using Deep Repair, therefore, you’d better make a backup of your data before start deep repairing.
Q9: When I click Exit Recovery Mode, the screen keeps frozen for a long time, what shall I do?
Normally, the program will make your device exit recovery mode successfully after waiting for around 20 seconds. If the screen keeps frozen for a long time, please close the program and restart it to have a try. If Fix iOS stuck cannot resolve the issue, please go to Repair Operating System to fix your iOS issue without data loss.
Q 10: Why failed to export photos using Tenorshare iCareFone?
It might be because My Photo Stream or iCloud Photo Library in your device is turned on and you selected Optimize iPhone Storage. Click here to read more.

Android Data Recovery

Q1: What are the limitations of trial version?
The trial version works the same exactly with the purchase version except that the trial version does not allow you to recover the data to computer.
Q2: What to do when the software cannot connect the Android device?
Please enable USB Debugging on the phone following the onscreen instructions.
Q3: What is Superuser Request and how to allow it?
Superuser, is also known as root, can access all files in your phone and have administrative permission.
In order to get Superuser permission, you need to root the device first.
Q4: How to download Tenorshare Android Data Recovery service (APK file) to my device?
Download Tenorshare Android Data Recovery APK and Tenorshare Android Data Recovery for Mac APK, and check how to install APK file to your Android device.

iPhone Backup Unlocker

Q1: What are the limitations of trial version?
The trial version allows you to search for iTunes backup password.When the search completes, the trial version only displays the characters of the password in asterisk. You have to purchase a license and the program will continue helping you crack the password.
Q2: How long does it take to search for a password?
The scanning time depends on many factors including password length, password complexity, attack settings you set, as well as computer configurations. Generally the longer and more complicated the password is, the longer time the search requires. To speed up the process, you’d better use the second or third attack method and give as much info about the password as you can recall.

Windows Boot Genius

Q1: How to create a bootable disk?
You can create a bootable CD/DVD or USB Flash Drive for all Windows OS. Click here for detail instructions.
Q2: How to Boot Computer from Burned CD/DVD?
Here is an article to give guide on how to boot computers from different supplier and runs different Windows versions.
Q3: How to create Windows 7 repair disk?
There are two ways to create a Windows 7 boot disk. Read more from this article:

WhatsApp Recovery

Q1: What are the limitations of trial version?
Recover of WhatsApp messages is totally free in WhatsApp Recovery. Contacts can be scanned and previewed only in trial version. If you want to export the Contacts to computer, please purchase a license.
Q2: How to connect Android device?
Please enable USB Debugging on your phone firstly. If this software warns install drive failed, please try to manually download and install the latest drive for your device from the phone official website.

Windows Password Recovery Tool

Q1: Does this program support Windows 10?
Yes, it supports all Windows versions. Read this post to reset password on Windows 10:
Q2: How to Disable UEFI Secure Boot in Windows 10/8.1/8?
Secure Boot, a feature designed to prevent malicious software and unauthorized media from loading during the system start-up process, is enabled by default. We need to disable UEFI secure boot when we want to install an older version of Windows, or run system-repair CDs or utilities. Check here how to disable secure boot.
Q3. How to Boot Computer from USB in UEFI BIOS?
UEFI BIOS is a new type of BIOS for most new Windows 10 and Windows 8 computer. To learn how to boot computer from USB in UEFI BIOS, please refer to this guide.
Q4: How to know what BIOS Vendor of my computer?
The easiest way is to download everest.exe to check it. You can also find that info in Registry Editor.
1.Start your PC.
2.Search for Regedit

Q5: What BIOS Setup Utility of different computer manufactures?
The chart below lists some main BIOS vendor for general computer brand. Due to huge computer models, the chart may be not that accurate, it displays the most popular ones.

BIOS Computer Brand
Aptio Setup Utility DELL
Hewlett-Packard Setup Utility HP
Lenovo/ThinkPad Setup Lenovo/ThinkPad
Asus/Gigabyte UEFI BIOS Utility Asus
Q6. What is the difference between basic BIOS and UEFI?
To know the difference, you can refer to BIOS and UEFI in Wikipedia.
Q7: What is the difference between Microsoft Account and Local Account in win8/8.1/10?
A Microsoft account is a new feature for Windows 8/8.1/10. It is a new name for Microsoft’s online account system, which was previously known as Windows Live ID, Microsoft Passport, and Microsoft Wallet, among other names. If you’ve ever registered for a Hotmail account or Windows Live ID, that’s a Microsoft account. Microsoft accounts are now also used for other Microsoft services, including Xbox Live, Windows Phone, and Zune. While most Microsoft accounts will probably be associated with an,, or email address, you can create a Microsoft account linked to any email address. For example, you could have a Microsoft account linked to your email address.

A local account is the account you have run an older version before Windows 8. With that account, you can log in and change your settings, install software and keep your area separate from other users on the system.

Any Data Recovery Pro

Q1: What are the limitations of trial version?
You can scan data and preview files freely with trial version; while it recovers 500MB data for free. For data that exceeds this size limit, you need to buy a license.
Q2: Why some of the files cannot be opened after recovery?
This happens because the original files have been corrupted. Once you realize you lost the files, please do not add any new info to the hard drive or card to avoid data overwrite or corruption.
Q3: Why cannot I find all my lost files?
When we deleted files, there are still segments store in the hard drive or memory card, so that the recovery software can retrieve the lost files back; whereas, if the deleted files have been overwritten, they are unrecoverable.

Other Products

Q1: What are the limitations of the trial version of iTunes Data Recovery?
1. Scan all the data without any limitation.

2. Preview the first three items in each category. The other data shows only the first three characters with other characters covered with asterisks.

3. Recover the first three files in each category in trial version.

The limitations will be removed after the software is registered.
Q2: How to fix "Initiate drive failed" error in iGetting Audio?
This message appears because you did not install the Virtual Audio successfully. Please follow the steps below to install the drive manually.
Q3: What are the differences between PDF user password and owner password?
The user password, also called open password, is used to prevent people opening or viewing your PDF.

The owner password is set to keep other people from printing, copying or modifying text, adding to deleting pages in your PDF files.