Contact us
Email support@insanerabbit.com. Include your iPhone model, iOS version, Clean Slate version (shown in Settings), and the steps that led to the problem. Tell us if it affects a photo, a video or a batch, and include the exact error message if there is one.
A screenshot or a non-sensitive sample can help. Please don't send private original media, passwords, payment card details or Apple Account credentials. Read our privacy policy for how we handle support messages.
Clean and save your first file
- Open Clean Slate on an iPhone running iOS 26 or later.
- Tap the central plus button and choose a photo or video from Apple's picker.
- Tap Remove metadata and allow Clean Slate to add the new copy to Photos when asked.
- Wait for Saved to Photos, then open Photos and share the new copy. The original is still there.
The free allowance covers five successfully saved items per calendar month, one at a time. Pro provides unlimited cleaning and batches of up to 10 photos and videos, including mixed batches. Only a successfully saved item uses the free allowance.
The copy won't save
Check Clean Slate's Photos permission in iPhone Settings and allow it to add photos. The app doesn't need full access to your library. Check that your iPhone has enough free storage for a new copy, particularly for a long video. Try one short, locally available file first.
If the original is stored only in iCloud, open it in Photos while online and let it download before trying again. Cleaning runs on your iPhone, but downloading an iCloud original needs a connection. Your own iCloud settings may also sync the saved copy afterwards.
A video is taking a long time
Video export depends on the clip's duration, size and your iPhone. Keep the app open while it processes the file and leave space for the export. If a clip fails, try a shorter clip or a smaller batch. Send us the clip's format, approximate length and error message if it continues to fail.
What changes in the cleaned copy?
Photos are exported as JPEGs and videos as new MOV files. Conversion can change compression, colour, transparency or other format-specific features. A Live Photo's motion component isn't retained in the JPEG. Video export keeps picture and audio tracks, but embedded subtitles, timed metadata and other auxiliary tracks aren't retained. Check the result before sharing and keep your original if those features matter.
The default clean omits source metadata. If you have Pro and choose Keep for a supported metadata group in a single photo, that information can remain in the result. Choose Remove for location if you want embedded GPS data removed.
A valid image or video still has technical properties, such as dimensions and encoding information. Photos and sharing platforms can also maintain their own dates, records or labels. Those are separate from copied source metadata.
Does cleaning remove everything that identifies me?
No. Faces, signs, reflections, voices and other visible or audible details remain. Clean Slate doesn't remove visible watermarks or guarantee that a platform will change an AI label. Removing embedded tags doesn't change how a file was made or replace any disclosure required by law or a platform's rules.
For examples, see our location guide, video guide and guide to AI-related tags.
Restore Clean Slate Pro
Open the Pro purchase screen and tap Restore purchases. Use the Apple Account that made the original purchase and make sure your iPhone is online. Monthly and annual subscriptions must still be active; a lifetime purchase is a one-time purchase. A pending purchase may need Apple's or a family organiser's approval.
If Apple shows an active purchase but Pro is still unavailable, restart the app, try Restore purchases and contact us with the product name and error message. Do not send your Apple Account password. We can't access or change your Apple billing account.
Cancel a subscription or request a refund
On your iPhone, open Settings, tap your name, then Subscriptions and choose Clean Slate. You can also open Apple's subscription management page. Deleting the app doesn't cancel a subscription. Monthly and annual plans renew automatically unless cancelled; lifetime access doesn't renew.
Apple handles refund requests through Report a Problem. Current prices and billing terms are shown in the app before purchase. See the terms of use for more detail.
Remove copies or make a privacy request
Delete saved copies in Photos and check Recently Deleted if you want to remove them permanently. Uninstalling the app doesn't delete copies saved to Photos. Clean Slate has no account to delete and we don't have a server copy of media processed by the app.
For support-message deletion or another privacy request, email support@insanerabbit.com. Your privacy policy explains local storage, website requests and Apple services.