Contact
Email zzsoftservice@outlook.com. Include your FrameTales version, iOS or iPadOS version, device model, and the steps that led to the issue. Please do not attach private photos unless they are essential and you are comfortable sharing them.
Common questions
Why is an iCloud photo taking time to import?
The original may need to download from iCloud before FrameTales can create a local working copy. Keep the app open and the network available. You can cancel the import without changing the source in Photos, then try again later.
Why does a project ask me to reconnect a source photo?
FrameTales keeps a local source reference and a working copy whenever the system makes one available. A moved file, revoked file access, or an unavailable cloud original can break that reference. Choose Reconnect Source and select the same image; existing template and metadata edits are preserved.
Why is a camera field blank?
Some images do not contain EXIF data, and messaging or social apps may remove it. You can enter a value manually or create a reusable device profile.
Why does FrameTales ask before including GPS?
Coordinates can reveal where a photo was taken. GPS export is off by default and is controlled separately from other metadata.
What happens to RAW, Live Photo, HDR, or wide-color sources?
The current release recognizes RAW files but requires conversion to JPEG, HEIF, or PNG before import. Live Photos export as still images. HDR and wide-color sources are clearly identified before an SDR/sRGB export.
Why did an export fail or switch destinations?
Check the export report for the affected item. Free storage, reconnect unavailable sources, or retry at a lower output size. If saving to Photos is unavailable or denied, choose Files or Share; FrameTales does not silently discard a completed export.
Why does FrameTales not request full Photos access?
FrameTales uses Apple’s system photo picker, which lets you choose specific photos without granting access to the whole library. Saving to Photos uses Apple’s add-only permission. Files and Share remain available as alternatives.
How do I restore FrameTales Pro?
Open FrameTales Settings and choose Restore Purchases. Use the same Apple Account that made the original subscription or lifetime purchase. Subscription changes are managed by Apple.
What if a purchase is pending, cancelled, refunded, or temporarily offline?
A cancelled purchase makes no change. A pending purchase completes only after Apple approves it. Refunds and revoked access are reflected after StoreKit refreshes the entitlement. Previously verified access may remain available from the local receipt while offline; use Restore Purchases after reconnecting if the status is stale.
How do I recover an interrupted batch?
Open the same project and resume its remaining items. Completed outputs are retained; failed items can be retried, retried at a lower resolution, skipped, or described in a shareable export report.
What does Clear Cache remove?
Clear Cache removes rebuildable network and unreferenced brand-asset caches. It does not delete active project source copies, referenced logos or signatures, projects, exports, or Photos-library originals. Delete projects or empty Recently Deleted separately when you intend to remove that content.
How can I protect location privacy?
GPS inclusion is off by default and has its own export control. Review the export preflight before sharing. Turning off GPS does not remove unrelated camera settings such as focal length or ISO.