Talk to a person
Reco is made by one independent developer, and every email is read by the person who wrote the app. Write to [email protected]. You’ll usually hear back within [one or two business days].
It helps to include:
- your Reco version (Reco ▸ About Reco) and macOS version (Apple menu ▸ About This Mac);
- the kind of drive (SD card, USB stick, external disk, your Mac’s own disk) and roughly how the files were lost (deleted, formatted, card error);
- what you expected to happen, and what happened instead;
- a diagnostics file, if it’s about a scan or a recovery (see below).
Before you write: protect your files
Stop using the drive the files were on. Don’t save, copy or install anything on it, and always recover files to a different drive. That one step does more for your chances than anything else.
Export diagnostics
A diagnostics file lets us see what Reco saw, without guessing.
- Open Reco and, if you can, go to the screen where the problem happens.
- Choose Help ▸ Export Diagnostics… in the menu bar.
- Save the file somewhere easy to find, such as your Desktop.
- Attach it to your email.
The file contains technical details: Reco and macOS versions, the drive’s model, size and format, your scan settings and progress, and any errors. It doesn’t contain your files. It’s readable text, so you can look through it before sending. It never leaves your Mac unless you send it.
Questions
Reco asks for my password or Full Disk Access. Why?
Reading a whole drive, including its deleted areas, is something macOS rightly protects. Depending on the drive, macOS asks for your administrator password or for Full Disk Access in System Settings ▸ Privacy & Security. Reco explains which one it needs before it asks, uses it only to read, and never sees your password.
My drive doesn’t appear in Reco.
Check that it shows up in Disk Utility. If macOS can’t see the drive at all, Reco can’t either: try another cable, port or card reader. If Disk Utility sees it but Reco doesn’t, please email us with a diagnostics file. If you have a disk image (.dmg, .img or .iso), use Open disk image….
Why does scanning my Mac’s built-in disk find so little?
Modern Mac SSDs use TRIM: soon after a file is deleted, the SSD erases its space for good. No app can recover it after that. Reco tells you when a drive works this way. SD cards, USB sticks and most external hard drives don’t, which is why recovery from them works so much better.
The scan is slow. Is that normal?
A deep scan reads every part of the drive, so it runs at the drive’s own speed: minutes for a small card, hours for a large hard drive. The time Reco shows is measured from how fast your drive is really reading. You can pause, quit or unplug, and continue later from where it stopped.
Where does Reco keep its saved scan?
In ~/Library/Application Support/Reco/Saved Scan. It’s a list of what was found, usually a few megabytes, not copies of your files. Choosing Discard in the app deletes it.
I lost my license key.
Email us from the address you used to buy it, or include your order number, and we’ll send it again.
How do I uninstall Reco?
Quit Reco and drag it from Applications to the Trash. To remove its saved scan and settings too, delete ~/Library/Application Support/Reco. If you gave it Full Disk Access, you can remove it from the list in System Settings.
Can I get a refund?
Yes. See the Refund Policy.