Help Center

Private Album Support

Use this page when something in Private Album - PRAM needs attention on iPhone or iPad.

For direct help, email support with your iOS version, device model, app version, and a short description of what happened.

Email support Open App Store

Contact support

  • Email: hi@codemxm.com
  • Include the album or import step where the issue happens.
  • Never send private photos or videos unless you intentionally choose to share a redacted example.

Photos permission and the + button

  • Open iOS Settings, find Private Album, then allow Photos access.
  • If you selected limited access, add the specific photos or videos you want to import.
  • After granting permission, return to the app and tap + again if the picker did not reopen automatically.

Import stuck or iCloud password prompt

  • If a selected item only exists in iCloud, iOS may need to download the original before import.
  • Sign in to iCloud when iOS asks, or choose media already stored on the device.
  • Keep the app open while large videos are being imported.

Face ID, Touch ID, and passcode

  • Biometric unlock depends on the Face ID or Touch ID settings configured in iOS.
  • If biometric unlock fails, use the app passcode and check iOS biometric permissions.
  • The app locks again when it loses focus, so switching apps can require a fresh unlock.

Camouflage mode and intrusion reports

  • Camouflage mode is intended for moments when someone else is nearby or borrowing your phone.
  • Intrusion reports help you review failed unlock attempts.
  • If the app is reinstalled, local-only reports and vault data may be removed with app data.

Purchases and Pro restore

  • Purchases are handled by Apple through the App Store.
  • Use the restore purchase option in the app when reinstalling or moving to a new device.
  • Make sure you are signed in with the Apple ID that originally bought the app or in-app purchase.

Local backup and transfer

  • Use backup tools before deleting the app or changing devices.
  • Local network transfer requires both devices to be on the same network and may need iOS Local Network permission.
  • Keep backup files private, because they may contain private album data.

Supported devices

  • Private Album supports iPhone and iPad.
  • If a layout bug appears on iPad, include a screenshot and orientation in your support email.
  • iOS 15.0 or later is required.