Hi Ellie,

Thanks for contacting us and sorry you are having issues with the app. Please open the app on your iPad, touch the Settings button (the little gear icon on the top left corner of the screen) and then tap on "Restore purchases", that will give you access to the full functionality of the app on that device. Also just make sure that you are running the latest update of our app (6.2), if not you can update the app from here:

https://itunes.apple.com/app/photo-transfer-app/id365152940?mt=8&uo=4&at=1010lmEn

Then re-open the app on the Mac and it should recognize the upgrade.

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

Kind regards,

Enrique

No, the PC app does not need to be upgraded. It will simply detect if the device you are connecting to has the upgrade or not. So, simply upgrade on your iPad and then re-connect from the PC app and you should be all set. 

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

Enrique
Photo Transfer App

The upgrade is good for all devices that use the same Apple account. To restore a purchase on another device simply open the app on the other device, touch the Settings button (the little gear icon on the top left corner of the screen) and then tap on "Restore purchases", that will give you access to the full functionality of the app on that device.

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

Kind regards,

Enrique

Dear Ralph,

Thanks for contacting us. Sorry that is not clear. To upgrade simply open the app on your iPad (without connecting to the computer at first) and then tap the 'Upgrade' button on the main screen of the app (the one with the 'Send/Receive' buttons). That will show you the Upgrade screen from which you can upgrade.

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

Kind regards,

Enrique

Dear Tom,

Thanks for contacting us. Sorry about that, we assumed people would want the MOV version of their live photos along with the JPG. Currently we didn't incorporate a setting to avoid downloading the video version but seems like a few people would prefer that so we will add a new setting on the upcoming update of the app to stop the MOV version of the live photo to transfer. We will try to get an update out in the next couple of weeks.

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

Kind regards,

Enrique
Photo Transfer App

Dear Lorraine,

Thanks for contacting us and sorry you are having issues with the app. We had another customer who was having the same issue with a black screen 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\Dave\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

Hello Rex,

Thanks for contacting us and sorry you are having issues with the app. What version of the app did your purchase? Did you purchase the upgrade inside of the free app or did you buy the paid app directly. If you paid the app directly then make sure you installed that version on your device. Here  is the link to the pro version:

https://itunes.apple.com/us/app/photo-transfer-app-vpp/id1141869760?mt=8

If you paid for the upgrade inside of the app then you need to use this app:

https://itunes.apple.com/app/photo-transfer-app/id365152940?mt=8&uo=4&at=1010lmEn

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

Kind regards,

Enrique
Photo Transfer App

Hi Christian,

If you've verified that both iPhones are using the same iTunes account then you definitely not need to pay again. Do you know if perhaps the app was purchased with another account on the 4 or 4S originally? If that is the case then the app would either have to be purchased again or you would have to log in with the same account in order to re-download.

I hope this helps. Let me know if you have other questions or comments.

Best,

Enrique

Hi.

Unfortunately USB transfers are currently not supported by our app, only via Wi-Fi. If you are using a Mac computer then you could use an ad-hoc network to improve the connection speed between device and computer:

http://phototransferapp.com/help/mac/adhoc-connection-mac/

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

Enrique
Photo Transfer App

Hi. For now Live Photos are exported as single photos in JPG format. However, we are working as we speak on exporting a video format as well. If you are interested in joining our beta program we can send you an early release of this feature. Email us: support@phototransferapp.com

Best,

Enrique