Support & FAQs

General FAQs

Before you buy

What is your Money Back Guarantee and Refund Policy?

Enigma Recovery offers a Money Back Guarantee on all our paid solutions and is available to all customers who have purchased directly from

We want to make sure you are completely satisfied with Enigma Recovery. Our free version is available to provide an overview of the data that you recover and retrieve before you purchase our full solution.

If you are struggling to recover or retrieve data using our software, our support team is on hand to help. Simply email [email protected] and they will help you use Enigma Recovery to retrieve and recover your much-needed data.

Circumstances where we may offer a refund

Please contact us within 30 days of purchasing Enigma Recovery to request a refund. We handle each request on an individual basis and reserve the right to withhold a refund at our discretion.

1. Technical failure

We understand that as with all software, there may be some technical issues with Enigma Recovery. In cases where customers experience technical difficulties with their software, please contact our support team at [email protected] who will work with you to resolve your issue. If your issue cannot be resolved we may offer you a refund. Refunds requested due to technical failure with the software will be handled on an individual basis.

2. Accidental purchase of multiple licenses

If you have accidentally purchased multiple licenses for the same product in error, please contact our support team at [email protected], who will be able to refund you for the additional licenses purchased in error. Please note that if you receive a refund for accidental purchases, you will not be refunded the cost to process your payment via Paypal or our credit card payment merchant. This processing fee will be deducted from your reimbursement (this cost is typically 3% or 4% of the order value).

Circumstances where we are unable to refund

There are a few circumstances where we are unable to offer a refund. These include:

1. Failure to check compatibility requirements before purchase or failure in your OS system.

We regularly update our software to ensure compatibility with operating systems (OS). You can find this information within our Release Notes. Before purchasing Enigma Recovery customers are also required to ensure that their iOS apple device and computer operating system meets our minimum system requirements. Please note that we are unable to offer a refund in circumstances where the software is not compatible with your operating system, or where there are firewall settings or anti-virus installed on your computer, which is preventing the software from functioning.

2. Failure to activate software due to internet connection

To activate and run the Enigma Recovery software, please ensure that you have a working internet connection, as an intermittent or failing internet connection can result in failure to activate the software. We are unable to offer refunds where your internet connection is not fully working and is causing issues with the software.

3. Operating system upgrades/changes after purchase

If you are using Enigma Recovery with one iOS apple device and computer and then upgrade either of these to one that is no longer compatible with our software, we are unable to offer a refund. In cases such as this we would advise that customers continue to check for updates to their software for enhancements to match later OS versions.

4. Customer changes their mind after purchase

If after purchasing the software you decide you no longer want the product we cannot offer a refund. We offer a free solution which will enable you to decide if the software is suitable for your needs. It is your responsibility to ensure our software will meet your needs.

5. Customer does not update Enigma Recovery when an update is available

We regularly update our software to include compatibility with new OS releases. If a customer does not update their software when there is an update available we are unable to offer a refund.

Please note, as per the terms of our license agreement, if you receive a refund you are required to uninstall the software from your computer. You may not reinstall or use the software without purchasing another activation code.

6. Failure to recover a specific data item

We advise that your device remains connected whilst the program is running to ensure a smooth recovery process. Whilst our software has been developed to recover as much data as possible, the amount of data that can be recovered may vary by individual device. Data recovery success will be affected by several factors, including device usage, conditions, and the method of data loss.

Enigma Recovery is compatible with a range of data types. Please note that recovery on iOS 12 or later is more difficult for some data types. If you are having trouble finding the data you need, it may have been overwritten. For this reason, we are unable to offer a refund to users who have recovered some data from their device but have not been able to recover a specific data item. In this circumstance, please contact our Support Team who will be happy to assist you.

Installing your software

How do I download and install your software?

Whether you have the free version or our full solutions of Enigma Recovery you can download and install our software by:

  1. Either:
    1. Clicking Free trial from our website (make sure to select Windows or Mac depending on your operating system)
    2. Purchasing our full solution for either Windows or Mac
    3. Your chosen version of Enigma Recovery will automatically start downloading (if you have purchased our full solution you will also receive a link within your email receipt to download as well)

Installing Enigma Recovery on Windows

If you are on a Windows operating system the installation process is different depending on your browser:

  1. In Internet Explorer a pop-up at the bottom of your screen will appear, click “Run” and Enigma Recovery will download.
  2. In Google Chrome a pop-up window will appear, click “Run” and Enigma Recovery will download.
  3. In Firefox find the file and double click to begin the installation process (usually in your Downloads folder)

Enigma Recovery will now go through a series of screens that will allow you to view and agree to the terms and conditions and also choose where the software is installed on your computer.

Installing Enigma Recovery on a Mac

If you would like to run Enigma Recovery on a Mac you will need to:

  1. Find the file and double click to open the contents of the folder, you can now drag Enigma Recovery into your applications.

Launching Enigma Recovery on Windows or Mac

Once the software has installed you can choose to either launch Enigma Recovery at the end of the process or you can access the software through a shortcut on your desktop (in Windows) or through your applications (on a Mac).

The first thing you will see on the initial launch is a license screen. Here you can either continue with the free trial version of Enigma Recovery or you can upgrade to one of our full versions of the software.

If you choose to upgrade you will need to purchase the full version and then enter your activation code.

Our Recovery and Retrieval support section has further information on how to recover and retrieve data from your iPhone, iPad or iPod after you have installed.

If you are still struggling to install our software please email [email protected] and get in touch with our support team. They are available to help you with any questions or concerns that you might have.

I am receiving a message from the software that I my code is locked out?

This can happen for security reasons if there are too many reactivation attempts or incorrect password attempts in a short space of time. If you are seeing this message please contact us at [email protected], with your name and order number and we will be able to reset your activation code for you.

How do I uninstall your software?

How do I know if I have the latest version of the software?

Activating your software

I’ve purchased Enigma Recovery but I haven’t received my license key yet?

After you have purchased Enigma Recovery, either through or through the free version of the software, you will be emailed an activation code.

Please check your spam or junk mail folder first to see if your activation email is in there.

If your activation email is not in your spam or junk folder and it has been 4 hours since you completed your purchase, please contact [email protected] and we will be able to re-send your code to you.

Where will my activation code be sent?

You will receive an email with your activation code shortly after your order has been processed.

This will be sent to the email address that you entered during the check-out process.

Please make sure to check your spam or junk mail as your activation email may go directly into this folder.

For any other questions or concerns regarding the activation process please contact [email protected], we’re here for you.

Why haven’t I received a download link for my software?

The software can be downloaded from our Features page. Please ensure that you download the correct version for your operating system.

Our support team are available if you have any further problems downloading Enigma Recovery please email [email protected] and a member of our team will be in touch shortly.

Why is Enigma Recovery still showing as the free version when I’ve paid for the full version?

If your software is still showing as the free trial version when you have the full version of Enigma Recovery please make sure that you have correctly activated your software. Please note that if you have clicked to buy the full version of the Enigma Recovery from within the software, you will need to close the software and relaunch it to activate.

To activate the software, enter your activation code on the license screen.

Once you have activated your software it will show as the full version of Enigma Recovery.

Our support team are available to help if you have any further questions or concerns. Please contact us at [email protected], we’re here for you.

Why do I need to enter an email address and password to unlock the software?

We need you to enter a password when activating Enigma Recovery to protect your license and ensure our software is only used by you.

It also means that you can easily reactivate your software using your password if you have reinstalled Enigma Recovery.

Providing us with your email address means that if you ever forget your password we can easily send your password to you. We will also keep you posted on the latest enhancements to Enigma Recovery so that you know you are using the most up-to-date version of our software.

Our support team are available to help if you have any further questions or concerns, contact us at [email protected]. We’re here for you.

Why isn’t my activation code working?

If you are experiencing difficulties in activating the full version of Enigma Recovery please firstly make sure you are entering the right activation code. Secondly please check that you have purchased the right software for your operating system (Mac or Windows).

We’re here to help if you are still experiencing problems despite using the right activation code.

Contact our support team at [email protected] and let us know your email address and operating system and we will be in touch shortly to help you activate Enigma Recovery.

I can’t remember my password to reactivate my software?

You might need to reactivate Enigma Recovery if you have had to reinstall the software.

If you need to reactivate but can’t remember your password you can request a password reminder through Enigma Recovery. This will be sent to the email address that used to activate and register the software. You can also contact our support team at [email protected] or submit a support ticket directly on our site.

We will need you to supply the email address that you purchased the software with, which we can then use to check our system and find your password.

How do I activate my Enigma Recovery software?

To activate your Enigma Recovery software, follow this simple process:

  1. Download and install the software to your computer or laptop
  2. Launch Enigma Recovery
  3. On the initial screen, enter the code you have received via email after completing your purchase, and click “Activate”