Support
The DataLift team answers every message. Open a ticket below, chat with us on WhatsApp, or use Help in the app to attach a screenshot and log file.
Open a support ticket
You'll get a ticket number by email straight away. We reply within one working day (Monday-Saturday), usually much sooner.
Thanks - we've got it
Your ticket number is
A copy is on its way to your inbox (check spam if you can't see it). Reply to that email to add anything.
Common questions
DataLift doesn't see my iPhone
- Unlock the iPhone and tap Trust on the "Trust this computer?" message, then enter your passcode.
- Use a good Apple or MFi cable plugged straight into the Mac - not through a hub.
- Still nothing? Restart the iPhone and plug it in again.
My photo count is lower than on my iPhone
With iCloud Photos and "Optimise iPhone Storage" on, most full-size photos live in iCloud and only small previews are on the phone. DataLift shows how many are iCloud-only, and Pro can download the originals from iCloud.
The backup says there isn't enough space
iPhones need much more free space than the storage they show as used. Free some space on your Mac, or choose an external drive in Save to at the top of the app.
What can and can't be recovered?
Recently deleted photos and videos (up to 30 days), recently deleted messages on iOS 16 and later, deleted notes, voicemail and reminders still marked deleted, fragments of older messages, and everything in older backups. Fully deleted files that are in no backup can't be recovered by any tool.
How do I move WhatsApp to a new phone?
Open WhatsApp Transfer, choose iPhone or Android and follow the steps. DataLift counts the chats on the old phone first and checks the new phone afterwards, so you know nothing was lost.
How do I activate my Pro licence?
- Open DataLift and click Upgrade to Pro at the top right.
- If you paid with the email you signed up with, press I've bought Pro - activate it.
- Otherwise paste the key from your order email into Enter a licence key.
I replaced my Mac - can I move my licence?
Yes. Each key works on one computer, but if you replace or reset yours, email us your licence key and we'll release it so you can activate it on the new Mac.
The app says my iPhone limit is reached
Each plan covers a number of different iPhones (1 Month 5, 1 Year 10, Lifetime 15). iPhones you've already used keep working. For more, buy another licence.
How do I scan my iPhone?
- Plug the iPhone in, unlock it and tap Trust.
- On the Home screen press the big Scan iPhone button.
- Apps and the photo count appear first. Messages, WhatsApp, notes, calls, Safari and more fill in when the scan finishes - click a category on the left to see it.
The first scan copies the whole phone, so it takes about as long as a backup. Later scans only copy what changed.
Refunds
If you haven't activated your licence, you can cancel within 14 days for a full refund. If DataLift doesn't work with your iPhone and we can't fix it, we'll refund you. Read the full refund policy, then open a ticket with the topic Refund request.