Phone not appearing?
Use a data-capable USB cable. Unlock your iPhone, tap Trust, and keep it unlocked. Check that Apple Devices or iTunes can see it, and try a port directly on the PC.
Step-by-step guide
Support
Let’s get you sorted.
Answers to the questions we hear most. If yours isn’t here, email us and we’ll help.
PixelBeam help
Missing photos or videos?
iCloud-only originals aren’t exposed by your phone over USB. Download the originals to the phone, then scan again.
The iCloud checkTransfer interrupted?
Reconnect and use the same destination and options. PixelBeam picks up where it stopped. Check Activity and Needs attention in the app for details.
License help
Use Manage license in the app to activate, refresh or deactivate a PC. Internet access is needed to reach the activation service.
Lost your key? Recover it with the email you bought with. Never send your full license key by email.
Recover your license key
Candidra help
Visual search not finding a photo?
Set up visual search in Settings. Candidra downloads its model (about 605 MB) from Hugging Face once, then analyzes your photos on your PC. The first pass takes longer on a CPU.
A folder is missing?
Choose Add a folder to include it. Your originals stay where they are: Candidra builds its own index and previews without changing them.
Using PixelBeam too?
Candidra finds your PixelBeam backup folder and offers to add it, so new phone photos appear in your library on their own.
Is there a license?
No. Candidra is free, so there’s nothing to activate or recover.
Still stuck?
Email us with your Windows version, the app and version, and what you see on screen. For purchase questions, include your Stripe receipt.