MotionKeeper Support
Find answers to common questions or reach out for help.
Frequently Asked Questions
What are Live Photos and Motion Photos?
Live Photos (iPhone) and Motion Photos (Android) capture a short video clip along with each photo. These videos are often lost when photos are backed up or shared. MotionKeeper helps you extract and save these hidden videos.
Why can't I see any motion photos?
Make sure you've granted full photo library access. On iOS, go to Settings > MotionKeeper and select "Full Access." On Android, ensure all permissions are granted. Also note that not all photos have motion — only photos taken with Live Photo (iOS) or Motion Photo (Android) enabled.
Where are extracted videos saved?
Extracted videos are saved directly to your photo library, in the same location as your regular photos and videos. You can find them in your Photos app (iOS) or Gallery (Android).
How many free extractions do I get?
MotionKeeper includes 10 free extractions. After that, you can purchase MotionKeeper Premium for unlimited extractions with a one-time payment.
I purchased Premium but it's not working
Try these steps: (1) Make sure you're signed into the same Apple ID or Google account used for the purchase. (2) Go to Settings in the app and tap "Restore Purchases." (3) If using iOS, open the App Store and tap your profile to check your purchase history. If the issue persists, please contact us.
The app is scanning slowly
Scanning speed depends on your photo library size and device. The first scan may take several minutes for large libraries (10,000+ photos). Keep the app open and the screen on for fastest results. Future scans will be much faster as the app remembers which photos have already been checked.
Are my photos uploaded anywhere?
No. All scanning and extraction happens entirely on your device. Your photos are never uploaded, transmitted, or shared with anyone. See our privacy policy for details.
Some motion photos aren't detected
Detection depends on the photo format. MotionKeeper supports standard Live Photos (iOS) and Motion Photos (Android in JPEG format). Some older devices or third-party camera apps may use non-standard formats. If you believe a motion photo should be detected, please contact us with details.
Troubleshooting Tips
- 1.Restart the app — Close and reopen MotionKeeper if it becomes unresponsive.
- 2.Check permissions — Ensure the app has full access to your photo library in your device settings.
- 3.Free up storage — Extraction requires temporary space. Ensure you have at least 500MB free.
- 4.Update the app — Make sure you're running the latest version from the App Store or Play Store.
- 5.Clear app data — Use Settings > Clear All Data to reset the scan cache if you encounter persistent issues.
Contact Us
Can't find what you're looking for? We're here to help!
When contacting us, please include:
- Your device model (e.g., iPhone 14, Pixel 7)
- Operating system version
- App version (found in Settings)
- A description of the issue