AOMEI MBackupper FAQ

Frequently Asked Questions about purchase or the use of AOMEI MBackupper.

Sales FAQs

Absolutely yes! It is a freeware for you to use AOMEI MBackupper to back up or transfer photos, music, videos, contacts, and messages from iPhone to PC.
Real-time delivery. Usually, once your order is processed successfully, the download link, license code and an electronic invoice of the software will be immediately sent to your email.
Of course! We provide technical support for every user of our products, including paid products, trial versions and freeware.
Minor updates are free. For the major upgrades, you only need to pay a small amount of upgrade fee to enjoy the full set of advantages of later new versions. If you have already purchased "Lifetime Upgrades" before, you can upgrade to the latest version without extra pay in the future.
If you haven’t pay yet, you can go to your cart and remove our product. If you already paid, you need to contact us and you can get a refund. For more information, please refer to the Refund Policy.
We offer 90-Day Unconditional Money Back Guarantee. If you are not completely satisfied with the product you purchased from us, you should notify us within 90 days from the date of the purchase and we will provide you with a full refund. When you request a refund, our customer service representatives may inquire the reason for your refund so we can improve our products and our customer experience.

Technical FAQs

AOMEI MBackupper transfers data from iPhone to PC with the following three steps: Firstly, connect your iPhone to PC. Secondly, choose the files you want to transfer and select the destination. Finally, one-click to finish the process. All three steps can be completed without Internet.
AOMEI MBackupper uses Apple’s official device support components. Official production guarantees the stability and compatibility of new equipment. As for data security, transferred data is stored on the computer locally. Thus, there is no need to worry about data loss.

If you backed up music or videos from iTunes Store and find it cannot play anymore, please check the following items:

  • 1. Make sure your Apple ID purchases the Apple Music service.
  • 2. Open Settings on your device, find iTunes & App Store and login to iTunes & App Store with your Apple ID.
  • 3. Restore the Music and Music Videos downloaded from iTunes Store to the device and then you can play them normally

If you backed up movies or TV shows from iTunes Store and find it cannot play anymore, please check the following items:

  • 1. Make sure your Apple ID purchases the Movies or TV Shows service.
  • 2. Open Settings on your device, find iTunes & App Store and login to iTunes & App Store with your Apple ID.
  • 3. Restore the Movies and TV Shows downloaded from iTunes Store to the device and then you can play them normally.
Apple has brought us two new media formats "HEVC and HEIF" in iOS 11. In video aspect, HEVC (H.265) is used to replace HEVC (H.264), while HEIF is used to replace JPEG for pictures. Therefore, photos and videos in media format "HEVC and HEIF" are not supported for devices under iOS 11.
During the backup/restore/browse operation of the device, if the current operation is interrupted abnormally for many times and AOMEI MBackupper has not yet closed the connection with the device, you may encounter the "AMdeviceSecureStartService failed" error when a new operation is performed. To solve the problem, please try restarting AOMEI MBackupper or the device, and then operate again.

Generally, photos shoot via iPhone/iPad/iPod will be saved to Camera Roll of Photos app, which can be deleted directly via the iPhone. However, when syncing photos from computer to iPhone via iTunes or third-party tools(such as AOMEI MBackupper), they will be saved to Photo Library, which can’t be deleted directly on the iPhone.

If you want to delete photos from Photo Library, you can sync an empty folder from computer to the device via iTunes, so it will overwrite Photo Library with the empty folder to indirectly delete all photos.

The current version does not support backup or restore of photos, videos, animoji and other attachments in SMS.

If you connect iPhone, iPad, or iPod Touch to computer through USB cable, please try the following methods to solve the problem:

  • 1. Try to reconnect the device using the USB cable.
  • 2. Confirm that the USB cable is intact, or try to connect the device with another USB cable.
  • 3. Confirm that the USB port of the PC can be connected normally, or try to connect the device to another USB port.
  • 4. If the device connected to the PC is in locked screen state, please keep the device in unlocked state during the operation.
  • 5. If the connection between the device and PC is normal but the device is still unrecognized, it may because the AOMEI MBackupper service doesn't detect the device in time, please try to restart AOMEI MBackupper.

    After the device is connected to the PC via a USB cable, please check whether the driver of the device is installed on the PC. If the device cannot be recognized .

  • 6. Normally after connecting, you can try to manually reinstall or update the device driver.

  • 7. If the device is connected normally but AOMEI MBackupper still cannot recognize the device, please try AOMEI MBackupper's repair driver function to check whether there is a problem with AOMEI MBackupper's driver.

  • 8. If the device is connected normally and there is no problem with AOMEI MBackupper driver, but the device is still unrecognized, please check if the Security Protection or Anti-virus software blocks the program. You can add mBackup.exe to the whitelist of Protection or Anti-virus software.
  • 9. Check whether AOMEI MBackupper is the latest version. The previous AOMEI MBackupper version may not support the new iOS system.

With the upgrade of hardware, the resolution of video has reached 4K. If you restore a high-resolution video to an earlier phone model, such as restoring a 4K video taken by iPhone 11 to iPhone 6, the video cannot be restored successfully or the restored video cannot be played.

The old version AOMEI MBackupper can't operation backups created by the new version, such as importing and restoring the backup created by the new version of AOMEI MBackupper.