Help & Support

Most problems are solved by one of the steps below. Still stuck? Write to us.

Contact Email support@example.com with your app version, both devices and their OS versions, and what you were doing. A diagnostic report from the app (below) helps the most.

Troubleshooting

My phone can’t find the receiver
  • Put both devices on the same Wi-Fi network. Guest networks usually keep devices apart.
  • iPhone: Settings → Privacy & Security → Local Network → turn on PixLaundry.
  • If your router isolates devices from each other, choose Connect by IP on your phone and type the address shown on the receiver.
  • Windows: when Windows asks, allow PixLaundry on Private networks, and make sure your Wi-Fi is set to Private.
  • Mac: if the macOS firewall asks, allow incoming connections.
The PIN doesn’t work

A PIN is valid for 5 minutes. After 5 wrong tries the receiver shows a new one and briefly locks pairing (from 30 seconds, longer if it keeps happening) to stop guessing. Use the PIN currently on the receiver’s screen.

Some photos weren’t sent
  • Allow Full Access to Photos. With limited access, the app only sees the photos you selected.
  • Check your starting point: only items taken after it are sent. Move it earlier to include older photos.
  • With iCloud “Optimize iPhone Storage”, originals are downloaded from iCloud during the transfer, so your iPhone needs an internet connection and it can take longer.
  • Free plan: up to 50 items a day and files up to 100 MB. Larger files are skipped and the rest continue on the next run.
  • Files over 10 GB are always skipped with a warning.
The transfer stopped or is slow
  • Just run it again — it continues with whatever is still missing.
  • iPhone limits apps in the background. For a long first transfer, keep PixLaundry open and the phone plugged in.
  • If the receiver says it’s out of space, free some up: on an Android receiver use Google Photos → Free up space; on a Mac or PC, pick a folder on a drive with more room.
  • For speed, keep both devices close to the router, ideally on 5 GHz Wi-Fi.
The Android receiver stops when the screen is off

Turn off battery optimization for PixLaundry (the app offers this when you turn receiving on). Some manufacturers add their own battery savers — allow PixLaundry there too. If receiving was on, it starts again after a reboot.

Restore my Pro purchase

Open the Pro screen in the app and tap Restore purchase, signed in to the same Apple ID or Google account you bought with. Purchases belong to each store, so Pro bought on iPhone doesn’t unlock Android.

Send a diagnostic report

In the app, open Contact & report. It shares a diagnostic log — file names, sizes, transfer steps and errors, without photo contents, PINs or tokens — to an app you choose, such as Mail. Nothing is sent automatically.

Unpair a device or delete my data

Unpair senders from the receiver’s settings. Deleting the app removes its history and settings; photos you received stay in your gallery or folder. See the privacy policy for details.

Guides