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Telephone contact for Macroplant

Jim Martinez Dec 17, 2015 01:24PM CST

Are there any human beings that work at Macroplant? Why is there not a phone number to reach this outfit? I've tried to find a telephone number on this website to no avail. Disgusting that the same exists in other providers today.

I am operating from IOS X El Capitan and have had iExplorer for 2 years and suddenly not able to load iExplorer. I've found the app in Finder with associated bytes and not able to download or open from there. Now wondering where all my files disappeared to?

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Mike Dec 17, 2015 05:06PM CST Macroplant Agent

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.

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Suzanne Fortune Jan 20, 2016 06:07PM CST
My text messages are only backing up to Dec 23rd! Do I have to do a back up from my itunes in order to have a complete list to date of my text messages?

And if so, how do I do that?

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Mike Jan 20, 2016 06:09PM CST Macroplant Agent

@Suzanne: You most likely just need to create a newer iTunes backup. Here’s a help article for how to do it in iExplorer or directly in iTunes:

The Backups section isn’t showing the most recent data. How do I access it?

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Georgie Feb 02, 2016 10:48AM CST
I'm trying to copy my messages (SMS) in I explorer but a message comes up that my backup is encrypted or broken. What do I do?
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Josh Feb 02, 2016 10:53AM CST Macroplant Agent

@Georgie Please refer to this support article:

What do I enter for encryption password?

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Diana Ehlert Feb 15, 2016 11:41AM CST
I had issues with my passcode now my phone is forever disabled. Can this program help me to find my photos even if they were not backed up to iTunes or ICloud?
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Josh Feb 15, 2016 11:46AM CST Macroplant Agent

@Diana Unfortunately, if your iPhone has been disabled, iExplorer won’t be able to connect to your iPhone. The only way to still use iExplorer to recover your photos, is if you have backed up your iPhone to iTunes.

You can check for any recent iTunes backups by opening iTunes Preferences and view the list on the Devices tab. If you do see a recent backup that may contain the missing photos, you can open iExplorer, click on Browse iTunes Backups on the connect device screen, or if your device is connected, look for the Browse iTunes Backups section in the left panel.

Backed up Camera Roll is located in Backup Explorer > CameraRollDomain/Media/DCIM. We plan to even add a specific Camera Roll section to the Backups section soon.

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Maria Apr 20, 2016 11:42AM CDT
Hi, I want to know how do I transfer new songs on my ipod touch using iexplorer. In other words, how do I make sure that I don't back up the complete iTunes library all over again.


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Mike Apr 20, 2016 11:44AM CDT Macroplant Agent

@Maria: for iTunes transfers, iExplorer has duplicate detection where it will only transfer tracks to iTunes that are on your device but not in iTunes yet. The article below has more info:

Is iExplorer safe to use?

iExplorer does not have any duplicate detection when transfer to a folder, but you can always just bounce through iTunes and then go into your iTunes Media folder for the tracks (by default it Home/Music/iTunes/iTunes Media.

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