Hello,

Thanks for contacting us and sorry we missed your previous question! The albums on your 'Photos' app should match the albums you see when you connect via our Mac app. Are you using our mac app from here?:

https://itunes.apple.com/us/app/photo-transfer-app/id509182449?mt=12&uo=4&at=10l6cN

It would be great if you can send us an screenshot of what you see on the Mac app so we can understand the problem, normally the app should match exactly what you see under the 'Albums' tab in the 'Photos' app of your iPhone.

Sorry again for the delay. Please send us this information to: support@phototransferapp.com we will try our best to help.

Kind regards,

Enrique

Hi Elspeth,

Thanks for contacting us. No, there is no size limit on video transfers. You should be able to send a video of 500mb from one iPad to another. Are you getting an error or experiencing a problem? One important suggestion is to place the devices as close as possible to the wifi router to improve transfer speed and to reduce network errors.

I hope this helps! Please let me know if you have other questions or comments.
Kind regards,

Enrique
Photo Transfer App

Hello Bob,

Thanks for contacting us and sorry you are having issues with the app. Did you try using the 'Backup' feature inside of our Windows app? After you connect to your device using the Windows app click on the 'Backup' button and then choose the albums you want to transfer. Then start the process and that should transfer all the photos in the albums you selected to your computer.

I hope this helps! Please let me know if you have other questions or comments.

Kind regards,

Enrique
Photo Transfer App

Hello Alan,

Thanks for contacting us. After you delete photos with our app they go to the 'Recently deleted' folder on the Photos app on your iPhone, they stay there for 30 days to give you a chance to recover them if necessary. If you want to empty that folder you can go to it, touch the 'select' button on the right top corner and then touch on 'Delete All', at that point they will be completely erased from the device. Just make sure you have them all on your computer!

I hope this helps! Please let us know if you have other questions or comments.

Kind regards,

Enrique

Hello Maureen,

Thanks for contacting us and sorry you are having issues with the app. We have a solution thanks to another user who was having the same issue and he actually figured out that he needed to delete some files and re-install adobe air:
 
"I fixed it...I uninstalled Adobe Air again and looked at where it stored files (C:\Users\Gary\AppData\Adobe\Air) ...under the “ELS” folder there were several items which I deleted as well as in the CRLCache....I was able to do this since I wasn’t using any other programs that used Air.  After deleting all that, I re-installed PhotoTransferApp and it installed Air and then itself and now everything works again! "

Can you try looking under "C:\Users\<YOUR USER>\AppData\Adobe\Air and delete the 'CRLCache' folder and the ELS folder? (It can also be under "C:\Users\<YOUR USER>\AppData\Roaming\Adobe\Air") Then try again installing our app and hopefully that works!
 
Let me know if this helps.
 
Kind regards,
 
Enrique

Hi Marie,

Thanks for contacting us. The app should be able to transfer all your photos. Are they in different albums or in one single album? What I recommend is to try using the 'Backup' button in our Mac app. You can download our mac app from here:

https://itunes.apple.com/us/app/photo-transfer-app/id509182449?mt=12&uo=4&at=10l6cN

Let me know what method you are using to transfer your photos. I will try to help.

Kind regards,

Enrique

Hi. Unfortunately not :( the minimum iOS version we support now is iOS 7.0.

Kind regards,

Enrique

Hi Jim,

Sorry you are having issues with the app. That message can appear for 2 reasons. Either your iPad does not have enough free space to save new photos or the files that you are trying to transfer are in a format that is not compatible with iOS. Please check how much free space you have on your iPad and if you have space free then let me know what type of photos you are trying to transfer and if you know the format.

I hope this helps! Please let us know if you have other questions or comments.

Kind regards,

Enrique
Photo Transfer App

Hi Amy,

Thanks for your post. Not sure if I understand the problem you are having. Are you transferring from iPad to computer or vice versa? Please send us some details to: support@phototransferapp.com and we will be happy to help.

Regards,

Enrique

Hello Gina,

Thanks for contacting us and sorry you are having issues with the app. Do you know if your device has 'iCloud Photo Library' enabled?

If you are using iCloud Photo Library then it means that most of your photos are stored on Apple's servers (iCloud) and only a thumbnail is stored on your device. This means that you can access them via iCloud.com and they get synchronized with your other iOS devices. However this also means that our app needs to download the full resolution version from iCloud before it is transferred to another device. This process sometimes is slow or it takes a while causing this issue. If you hit re-try after this error happens usually the app will be able to re-download the file from iCloud.

Let me know if you have iCloud Photo Library enabled and if you have other questions or comments.

Kind regards,

Enrique
Photo Transfer App