Support
Write to us and a person answers
Email is the only support channel, and it reaches the people who build Sanary. Everything that arrives gets read, and we answer as quickly as we can.
- Support
- support@sanaryapp.com
- Privacy and data requests
- privacy@sanaryapp.com
- Publisher
- MARQUER DIGITAL, MB
Naugarduko g. 15-28,
Vilnius, LT-03226, Lithuania - App
- Sanary AI Cleaner for iPhone
View on the App Store
What to include so the first reply is useful
- Your iPhone model and iOS version — Settings → General → About.
- The screen you were on, and what you tapped just before the problem.
- For anything about billing: which plan you bought and roughly when. Do not send us card numbers — we never need them and we cannot see them.
Subscription and billing
Money questions first, because they are the urgent ones
How do I cancel my subscription?
On your iPhone: open Settings, tap your name at the top, tap Subscriptions, select Sanary AI Cleaner, then Cancel Subscription. Do it at least 24 hours before the current period ends, otherwise the next period is charged. Cancelling does not remove access straight away — you keep it until the period you have paid for runs out.
I deleted the app. Am I still being charged?
Yes, if you have not cancelled. The subscription lives in your Apple Account, not in the app, so removing the app from your iPhone does not stop the renewals. Cancel it in Settings → your name → Subscriptions, as above. This holds for every App Store subscription, not just ours.
I am on the free trial. When am I charged?
The weekly plan comes with a 3-day free trial. If you do nothing, the first weekly payment is taken when the trial ends. Cancel more than 24 hours before that and you pay nothing. One thing to watch: if you buy a subscription while the trial is still running, the remaining trial days are forfeited and do not come back.
Can I get a refund?
Refunds for App Store purchases are decided by Apple, not by us — we never receive your payment directly and we cannot reverse a charge. Request one at reportaproblem.apple.com, sign in with the Apple Account that made the purchase, and choose the charge. If you tell us at support@sanaryapp.com what happened, we can confirm the purchase details you need for the request and, where Apple asks us, confirm the circumstances.
I paid, but the tools are still locked.
Open the paywall screen and tap Restore in the top right. That re-checks your purchases with Apple. Two common reasons it fails: you are signed into a different Apple Account than the one that paid, or Family Sharing is in play and the purchase sits with another family member. If Restore still does not unlock it, email us with the date of the charge and we will look into it.
Which plan should I pick?
If you want to clear a backlog once, the weekly plan with the trial is enough — do your passes, then cancel. The monthly plan makes sense if you intend to do a short pass every few weeks and would rather not think about it. We would rather tell you that than sell you the longer plan.
Deleting and storage
Where the files went, and why the number did not move
I deleted photos. Where are they?
In Photos → Albums → Recently Deleted. When you confirm a deletion in Sanary, iOS moves the items there instead of erasing them, and the system keeps them for around 30 days before removing them permanently. Anything you regret can be recovered from that album until then.
I deleted a lot and my free storage barely changed.
That is the same 30-day window. Items in Recently Deleted still take up space. To get the space back immediately, open Photos → Albums → Recently Deleted, tap Select, then Delete All. Only you can empty that album — no third-party app is allowed to do it for you, so Sanary cannot.
Can I undo a deletion I regret?
For photos and videos, yes, from Recently Deleted, for about 30 days. For contacts there is no equivalent album, so a removed contact entry is gone as far as Sanary is concerned. That is why the contacts screen shows you what each duplicate entry holds before you select anything.
What happens when I delete a Live Photo?
The whole thing goes: the still and the short video that comes with it are one item in your library, so they are deleted together. Like any other photo, it lands in Recently Deleted for around 30 days first.
A group shows photos that are not identical.
The similar-shots grouping is a suggestion based on how close the frames look, not a verdict. Sometimes it puts three genuinely different photos of the same scene in one group. Deselect anything you want to keep, or use Deselect All and pick by hand. Nothing in a group is deleted because it was grouped — only because it was selected when you tapped the delete button.
What happens to photos I move into the private vault?
They move into a separate area inside Sanary. Moving items in or out is always something you do — Sanary never puts anything in the vault by itself. Before you delete the app, take anything you still want out of the vault first.
Permissions, features, privacy
Access, and what leaves your phone
Sanary cannot see my photos or contacts.
Check Settings → Privacy & Security → Photos (and Contacts) and find Sanary AI Cleaner. For photos, choose Full Access: with Limited Access, Sanary only sees the handful of items you picked, so duplicate detection has almost nothing to compare. You can revoke either permission at any time, and the cleaning features simply stop working rather than misbehaving.
Does Sanary upload my photos anywhere?
No. Comparing photos, grouping similar frames, listing screenshots and videos, checking contacts and holding vault items all happen on your iPhone. The two exceptions are the Online Safety checks described below, which send the address or password you type on that screen. The Privacy Policy lists this in full, including the analytics and subscription services we use.
What exactly does Email Check send?
The email address you type into that screen is sent to Have I Been Pwned, an external service that indexes publicly known data breaches, and the result comes back to the app. Password Check works the same way against the same breach data. If you would rather not send an address or a password to an outside service, skip the Online Safety tab — every cleaning feature works without it.
Does Sanary speed up my iPhone or free up system storage?
No, and no app on iOS can. iOS does not let third-party apps clear system caches, manage memory or touch other apps' data. Sanary works on one thing: the photos, videos and contacts in your own library, which on most phones is where the space actually went.
How do I get my data deleted?
Write to privacy@sanaryapp.com from the address you want us to act on, and say what you are asking for — access, deletion, or a copy. Your library content is not something we hold, so in practice a request covers analytics and purchase records held by our providers. Details and your rights under the GDPR are in the Privacy Policy.
I want to report a bug or ask for a feature.
Same address: support@sanaryapp.com. Feature requests are read, and the ones that come up repeatedly get built first. If you are reporting something that went wrong, the device model, iOS version and the screen it happened on save a round trip.