We don’t currently offer phone support, but we do provide email support 7 days a week and are here to assist you with anything. We also have this forum that we moderate and respond to all questions.
As for not being able to open iExplorer, please try uninstalling iExplorer (Move to the Trash) and then re-download, reinstall it and try again. Here are tutorials for uninstalling and installing:
Tutorial: How to uninstall iExplorer
Tutorial: How to install iExplorer on a Mac or PC
If you still can’t open iExplorer after that, please submit a support ticket and let us know the exact text of any error messages and as many details as possible that help describe the situation. Thanks!
As for any of your files, iExplorer, the app itself, does not retain any of your data inside the app or online. It acts more as a window showing the data on your device or what’s in an iTunes backup. We also don’t collect or store any of your information online for privacy reasons. So, any of your files will either be in a folder on your computer, in an iTunes backup, or on an iPhone, iPad, or iPod of yours.