Frequently Asked Questions

If you do not receive confirmation email with license code from us, please check the spam folder to see if the auto-generated email is marked as spam. Otherwise please contact us directly for further assistance.

Method 1: Simply submit a support request to MyCommerce, asking him to help you cancel the subscription.

Method 2: Log in your MyCommerce account here. You can then find the order "Reference number" to click, then use "Cancel subscription" button under the selected order to confirm your cancellation. Once it's successful, you can get a notification email.

Different products have different limitations in the free trial versions. Once you use it, one pop-up window will appear in the program to tell you specific restrictions. Specifically, in the free trial, iOS utilities allow no completion for the last step, including "Recover", "Unlock" and "Repair" (iPhone Data Recovery, iPasscode Unlocker and UltFix); Screen Recorder adds watermarks to recorded video and only records the first 1 minute for audio recording; Media Cutter and Video Joiner only allow you to use the product free for 5 times while Audio Recorder allows 10 times to try free; Video Converter only converts the first 1/3 content of your imported files. To unlock the limits, you should purchase the registered version of Joyoshare products.

We don't provide CD copies of Joyoshare products but only online digital copies. You don't need to buy CDs as the products will be upgraded constantly and you can download the latest versions of the product from our website without any limitation.

The "Extended Download Service" you see in the order page is provided by our payment platform RegNow for backing up your purchase and download info. It will be added to the shopping list by default. But you can remove it as you like.

We are offering different customer payment options including: PayPal, Swreg, Visa, MasterCard, Eurocard, Alipay, Bank/Wire transfer, American Express, Diners Club, JCB, Credit/Debit card (Payment information by Fax), Discover/Novus, etc.

If you accidentally purchased the wrong product from us, don't worry. In this case, you can simply contact us to ask us switch the code to the right product for you. Or you can go ahead to purchase the right product and then contact us for the refund of the wrong product.

Please be well noted that we only charge the price as listed on the website. The extra part of the price is tax fee that varies due to different country policies which we can't control on our side.

No, basically our program's license code is one license for one computer only. If you need to use the program on multiple machines at the same time, you should buy extra licenses.

If you were accidentally charged more than the price you should pay, usually due the duplicated order submissions, please email us with order details. We will then refund the duplicated payment to you ASAP.

If you misplaced your license and failed to retreive your license, please contact us at support@joyoshare.com to request your license info. In this case, please provide us with detailed information of your oder, including the email address, user name, order number, etc. Or you can Retrieve License by yourself here.

If you want to switch the license code from Windows to Mac computer or vice versa, you can contact our support team to do it for free within one week after you make the purchase. Otherwise, you have to buy a new license key for your computer.

To keep 100% original high quality, you should cut the video under "High-Speed Mode", which runs fast at up to 60X, and outputs lossless quality.

Joyoshare Media Cutter is developed mainly for single file processing. It therefore only supports importing a file at a time.

The main differences are output quality, running speed and editing capabilities.

Under High-Speed Mode, you can only cut and merge video clips. The speed is 60X and the quality is lossless.

Under Encoding Mode, you can customize quality and edit videos, including crop, rotate, watermark, subtitle, add effects and change parameters. However, the speed to output file will be relatively slow due to the recoding and decoding process.

Please confirm which mode you use to cut videos.

Based on the principle of coding, the High-Speed Mode requires that you find key frames to cut losslessly. You need to use "Previous Key Frame" and "Next Key Frame" buttons to find each trimming point. If not, the exported file will be slightly different.

The Encoding Mode freely cuts wherever you want exactly because it recodes your video file.

If the video format you choose is incompatible or the audio format does not match the original video, the exported file is likely to be empty bytes.

Actually, this program includes full support to almost all mainstream formats, such as AVI, WMV, MKV, MOV, MP4, M4V, AAC, MP3, AC3, etc. If your imported file cannot be loaded into this media cutter successfully, you can send the original file source to our support team to test.

Yes. Joyoshare Media Cutter has an in-built video editor that enables you to crop, trim, rotate, watermark, subtitle, adjust and apply effects.

No, you can't. Different media files are encoded with different formats. Merging them into one file must be re-encoded and quality loss can't be avoided during the re-encoding process. Without quality loss, you have to make sure that files to be merged are in the same format and same codec.

To achieve the lossless join, your files must be in the identical format. Then, you need to use the "High-speed mode" as the merging mode as well as specify the original format as the output format.

Of course. Joyoshare Video Joiner is built with an audio & video editor, which enables you to add any audio file or music track to any video.

Yes. The program is compatible with many output format. You can select any desired one as the format of the merged video.

No. You are allowed to batch import an unlimited number files without size limits to it. But if you have a particularly large collection to import, you will need to exercise patience as upload could be a bit slow.

With strong compatibility, the merging software gives full support to various types of multimedia formats and device-supported formats, including MP4, MP3, OGG, M4V, M4A, MPEG, MOV, WMV, WMA, AVI, 4K, ASF, AAC, HD videos, iPhone, iPad, Galaxy, Xbox 360, LGTV, Android Generic, etc.

Joyoshare Video Joiner is equipped with Pentium III 800 MHz or higher processor on Windows and 1G Hz Intel processor or above on Mac. The processing speed is up to 60X or quicker. Generally, the whole merging process can be completed within 3 minutes at the most.

Joyoshare Video Joiner is designed with user-friendly interface. Whether you are experienced or inexperienced, you manage to handle it without much effort.

The high-speed mode only works with media files of the same format. If the file you're uploading is of a different type, you can only use the "Encoding mode" to merge them.

Of course. Joyoshare Video Joiner provides you with "Subtitle" option to attach various types of subtitle files, like SRT, ASS, SUB, SUP, SMI, SSA, SAMI, LRC, etc., to any video file.

On the main interface of Joyoshare Video Joiner, locate a "Menu" icon and then to "Preferences" > "Convert" to reset the output destination.

Yes, you can. Joyoshare Video Joiner allows uon-registered users to use 5 times for free without limited functions. But there will be an official watermark on the output video.

The program will automatically adjust and match various parameters to achieve the best recording quality. If you're professional, you can also specify configuration for output format on your own.

Select the camera-shaped "Record video and audio" mode next to the red REC button on Joyoshare Screen Recorder. Choose capture area and turn "System Audio"/ "Microphone Audio" on.

Some applications are specially designed. In order to prevent copyright theft, it is impossible to record content.

You can record whatever on your computer with no time limit.

Recording process will not be detected when using Joyoshare Screen Recorder. Thinks could be different if you use the built-in screen recorder of some programs.

You could open the program, and click the "speaker" icon on the right side of the screen to select "Record audio" mode to capture sound only.

You could run the software and choose either "Record video and audio" or "Record audio" mode. Please remember to enable System Audio. Then you can open any web page and play whatever you want. The program will help record your audios from website.

To do so, you are supposed to turn on both "System Audio" and "Microphone Audio".

There is a gear icon at the lower-right corner of the screen. You could click it to unfold the window to change a series of recording settings.

You could press the "Format" button under "Basic record options" and choose MP4 as your output format.

You are able to hit on the gear icon near the format icon, then you can begin to customize the frame rate, bitrate, codec, resolution, and quality of your video.

Joyoshare Screen Recorder will save your videos to a folder that designated by you. You can press the "Save to" button under "Basic record options" to change it.

After clicking the "+" button, you can drag the red frame or set the specific width and height of your recording area to capture a particular wanted part of your screen.

A Joyoshare watermark will only be added to videos produced during the free trial of Joyoshare Screen Recorder.

You can click the "Watermark" button under "Basic record options" to add your personal image logo. You are also free to change its forms such as position, margin, transparency, scale, etc.

Joyoshare Screen Recorder enables you to schedule your recording tasks by setting the start/end time manually. To achieve that, you could go to the "Record time options" and adjust the recording duration as you wish.

You can enable the "Highlight Cursor" under "Cursor options", and then you can customize the pattern of the pointer as well.

Find the "Highlight Cursor" under "Cursor options" in the settings window. Click it and your mouse cursor will be highlighted during recording.

Your cursor might be hidden. Under such circumstances, you could check the "Show Cursor" box under "Cursor options".

There is a "Menu" button at the top of the screen. Go to Preference > General > Automatic updates, and then select "Close automatic updates".

Go to Menu > Preference > Convert > Location of Screenshots. You can also change the save path of your screenshot files as you wish.

You can turn off "System Audio" and turn on "Microphone Audio". After that, you are able to adjust the volume.

When you start recording, the toolbar will be minimized automatically. If you choose to record the entire screen, Joyoshare Screen Recorder will capture your screen in the background without impacting your recordings.

It depends. You could customize the shortcut keys for "Start/Stop Capture", "Pause/Resume Capture", "Take A Screenshot", or "Start A New File" in the way you like. To do so, you can go to the "Basic record options".

After recording, you can check your files in the History Library. Hit on the Edit icon to edit the ID3 tags, including title, album, artist, composer, cover, copyright, etc.

When it gets to a commercial, you could click the "Pause" button at the toolbar to stop recording temporarily so that you could skip unwanted parts.

Yes. Joyoshare Video Converter is able to get rid of various possible limitations, like CSS, from all types of DVDs. It extracts videos and audios to convert for you.

Joyoshare Video Converter currently doesn't support Blu-ray.

It mainly depends on your hard disk space.

There is no limit on it. You could batch convert files according to your needs.

Converted files will be saved in the History library. You can press the "Converted" button to play your converted files. Alternatively, you are allowed to get the wanted files in your designated storage folder.

You can choose the high-speed mode to compress your video file.

You need to press the "Merge all into one file" button at the bottom of the screen before conversion.

Joyoshare Video Converter will perform batch conversion automatically to save your time and energy.

You are ought to run the program on your computer. Press the "Menu" button at the top of the screen and select "Register". Then you need to enter your licensed e-mail and registration code to register.

In general, the high-speed mode enables you to convert videos and audios losslessly, and the encoding mode allows you to customize your video and audio files freely.

You can move to the "Effect" option and move the slider to adjust the brightness and contrast, as well as the saturation and hue, of a video.

You are supposed to open the editing window and tap the "Effect" option. You are able to adjust effects and frames of your videos. You can also go to the "Audio" option to apply some sound effects.

You can use the trim markers and the "scissor" button to trim a section from the video.

To reduce the file size of an output file, you need to lower the bitrate and video resolution at the same time. But notice that you may lose some quality.

The trial version can only convert the first 1/3 content for each video.

Some file formats do not support certain video encoding. Whether the lossless conversion can be successful depends on whether the output file format can pack the audio and video encoding format of the source file. So sometimes it may occur that you cannot use the high-speed mode. But you can still choose the encoding mode.

In this case, there are few things you need to check:

a. Whether the format is supported by the software;

b. Whether the file is encrypted;

c. Whether the file has been damaged.

If everything is normal, but the program still cannot load files, please contact our support team for further help.

Yes, it can. It is capable of converting audios in any kind of format.

Yes, you can. This program supports 4K videos as well as HD videos perfectly.

Similarly, choose the "Watermark" option in the editing window. You are free to insert image and/or text watermark and change it forms.

To do so, you are supposed to move the trim markers and then hit on the "scissor" icon to split your video.

Select the "Audio" option in the editing window. You are allowed to adjust the volume and weight of your video without damaging any quality.

You are allowed to choose the "Adjust" option in the editing window to crop video screen so as to remove the black board.

You can open the editing window and choose the "Subtitle" option. Then you are able to import your local subtitle file to your video.

Yes, you can. If you connect a DVD drive to computer, Joyoshare Video Converter will detect your DVD titles and chapters automatically. You are able to convert DVDs to over 150 formats.

You can always download the latest version of Joyoshare Video Converter on its main interface. Go to Menu > Check for Updates to update your program.

There is no time limit so you can record audio as long as you want.

Joyoshare Audio Recorder is mainly used to music recording. The ID3 tags info from a complete song is easier to be recognized.

You can right click the title of the recording and select "rename".

Your recordings will be available in the Library. You can right click the recorded file and choose "Open File Location" to check your recordings. Alternatively, you are also allowed to go to Menu > Preferences > Convert > Location of Output Files to reset and change the save path of your audio files.

Joyoshare Audio Recorder enables you to trim a voice recording in three ways. You can use the trim marker, the slider, or the timer to cut your file precisely.

You can right click the recording and choose "Delete" to delete or move your selected files.

Joyoshare Audio Recorder supports a wide range of audio formats, including MP3, AAC, AC3, AIFF, FLAC, M4A, WMA, M4B, WAV, OGG, etc.

In fact, passcode and password refer to different things on iPhone, iPad and iPod. "Passcode" simply stands for the screen lock used to authorize access to the device while "Password" stands for the Apple ID and iCloud account used to activate the device, log in to iTunes or App Store.

After 10 incorrect passcode attempts, you'll be informed "iPhone is disabled, connect to iTunes". In this case, you have to unlock iPhone by restoring it.

No. Please note that Joyoshare iPasscode Unlocker is not able to remove iCloud lock/activation lock from your iOS devices.

Frankly, there is no software in the current market, including iTunes, can unlock an iPhone screen lock without losing data. You are suggested to restore data from iTunes/iCloud backups after the unlocking. Otherwise, all your data will be erased.

4 Kinds of locks are supported, including iOS screen (4-digital/6-digital passcode/Face ID/Touch ID), Apple ID, MDM and screen time passcode.

Yes, you have to download and install iTunes on your computer. By doing this, your iOS device can be recognized by our program without problem. You're suggested to get a iTunes with latest version from its official website.

Yes. It's available to update your iPhone, iPad or iPod touch wirelessly to the latest iOS version. Nevertheless, you might not directly update the firmware via your PC/Mac.

Joyoshare iPasscode Unlocker will automatically detect and display the appropriate firmware package for you. You can directly download it. Or choose any available one from the drop-down menu if our program fails to show it for you.

1. Operate the same process again, ensuring you have a strong and stable network connection, sufficient disk space, turn off your VPN, and choose a matchable firmware to download.

2. Ask Joyoshare Support Team here for help: support@joyoshare.com. Note to attach your log file and related screenshots for better problem-checking.

* You suddenly forgot the screen passcode;

* You get a second-hand iOS device but don't know the screen passcode;

* Your iDevice is disabled because you reach the limit to enter passcode;

* Your iPhone is broken and the screen cannot be used anymore;

* There is a passcode set by others, like your children, but you don't know it.

Actually this depends on your situation. If you're going to unlock the activation lock of your own iOS device, it's legal. However, if the device is stolen from others, it's illegal.

Generally speaking, you can ask Apple's official support team for help if you got into the activation lock screen and forgot your iCloud account. Or simply get account information from the previous owner if you have a used device. Under any complicated situations where you failed to bypass the activation lock, Joyoshare Activation Unlocker can be considered, which is professional enough.

Yes. Joyoshare Activation Unlocker is qualified to help unlock activation lock. It is 100% safe by offering professional iCloud removal service and always puts the user's needs first.

Yes. If your used iOS device was legally acquired, but the previous owner forgot to log out of his account, you can easily remove the activation lock by making full use of Joyoshare Activation Unlocker.

You can directly check supported devices and iOS versions here. Besides, in the free trial version of our program, you can know this information in the main interface.

As the name suggests, Joyoshare Activation Unlocker is designed to remove iCloud activation lock while Joyoshare iPasscode Unlocker is used for unlocking screen passcode, Apple ID, Screen Time, and MDM.

No. Joyoshare WhatsApp Transfer currently doesn't support managing WhatsApp data on Android devices. But our R&D team is working on this and will support WhatsApp data transfer between iPhone and Android, and even from Android to Android, in the near future.

Yes. It's absolutely safe to use Joyoshare WhatsApp Transfer. This software saves your WhatsApp data on your computer and ensures that only you have access to it. No data will be stored on our server, so no data leaks. In addition, the entire process of transferring, backing up, restoring and exporting WhatsApp data is secure and does not pose a risk of data loss.

No. Joyoshare WhatsApp Transfer restores WhatsApp data from backups to your mobile devices. If there is no backup file, you can use Joyoshare iPhone Data Recovery to recover your desired messages.

Frankly speaking, the time depends on how much WhatsApp data you need to transfer to another device. The more data, the longer it takes.

No. Joyoshare WhatsApp Transfer keeps data safe and intact on the source device. Meanwhile, it allows you to back up WhatsApp data on the target device before data transfer to avoid data loss.

Yes. You can restore WhatsApp data from a backup without uninstalling and reinstalling it. Joyoshare WhatsApp Transfer can easily get your data restored.

Joyoshare UltFix offers two modes, and the main difference between them is whether there is data loss.

Under Standard Repair, your device can be repaired without data loss. It's often used to help fix common issues.

Under Deep Repair, your phone will be restored to factory settings and all your data will be erased. It can be applied when your iOS issues fail to be fixed under Standard Mode or you'd like to remove screen lock.

There is no data loss under this free mode. You can quickly go into or out of recovery mode with a simple click.

To download the firmware package, you need to request to Apple server. If you cannot "Download" it using Joyoshare UltFix, please click "Copy" in the program to manually download it through browser. Or you can select a downloaded one from your computer's local folder.

First try to manually put your iPhone into DFU mode and then connect it to Joyoshare UltFix to repair under Advanced Mode. Or you can boot iPhone to DFU mode and then connect to iTunes to "Restore" or "Update". If it still doesn't work, please contact our Support Team.

iTunes restoration can help factory restore your iOS devices and at the same time repair iOS, which however will cause data loss and with high failure rate. Joyoshare UltFix iOS system recovery is well designed to fix all software-related errors and issues. It offers free recovery mode, standard mode and advanced mode to guarantee higher success rate. It comes with strong compatibility and more stable than iTunes. Importantly, for common iOS issues repair, there is no data loss.

This program is absolutely secure and legit to download. It doesn't record any private information from you. Also, only you can access the device and backups.

No. This iOS data recovery guarantees high success rate, but it's not 100%. It depends on whether your data is overwritten or not. You can try to find and recover from your iDevice, iTunes and iCloud backups.

If you're asked to enter a passcode, it means that you have encrypted your backups while synchronizing and backing up the data. You have to unlock the file to extract data off.

Joyoshare iPhone Data Recovery can only support to recover data to computer rather than the device itself. It can avoid unnecessary data overwriting in the process of transferring data.

Joyoshare iPhone Data Recovery offers a free trial version to free scan, analyze and preview data in real-time. Any files shown in the results page can be recoverable. You can then get a full version to recover.

Case 1: When it can open normally:

* Click "Trust This Computer" when you connect your iPhone to the computer.

* Make sure iTunes comes with the latest version.

* Check USB port and re-connect it.

* Restart iPhone, disconnect and re-plug in it.

Case 2: When it cannot turn on:

* Check and repair iOS system.

* For a broken device, use "Recover from iTunes" or "Recover from iCloud" mode.

Frankly, restoring your iPhone to factory settings will erase all content and settings, making your device a new one. Therefore, you cannot directly find and recover data from iPhone. However, Joyoshare iPhone Data Recovery gives you more chances to retrieve data from iCloud or iTunes backups.

If you still use your iOS device after data loss, your new data will overwrite the old one especially that you deleted or lost. In this case, our program cannot find the overwritten data for you.

If you have connected iPhone, previously trusted your computer, and not reboot the device, you can use Joyoshare iPhone Data Recovery to recover data. Otherwise, you can only restore data from your iTunes or iCloud backups.

When your iPhone is disabled, you can only recover data from iTunes backups rather than the device itself.

If you've enabled two-factor authentication and the iOS version is higher than iOS 11, you will fail to log in your iCloud account. It's necessary to turn off this Apple two-factor authentication.

Do check your registration info carefully and make sure that no space is copied when you enter. If you have registered successfully but cannot use the program properly, please check whether the license you purchased has reached the limit.

Directly play it with a compatible player on your computer. Or you can check the file format first, change the extension name and open it with a media player. If there is still a problem, you are suggested to download and install our free JoyoPlayer to play.

The supported recovered data formats are CSV and HTML. You can check and change it by going to "Menu" option in the upper right corner > "Preferences" > "Recover" > "Recover Data Format".

Suppose you have synced and backed up your lost data to iTunes or iCloud, you can firstly using Joyoshare iPhone Data Recovery to "Recover from iTunes" or "Recover from iCloud". However, if you need to straightly recover data from iOS device itself, you should repair the system before data recovery. It's advised to ask our Joyoshare UltFix for help.

As an all-purpose media player, JoyoPlayer supports playing a wide range of media files. Besides all standard audio and video formats, like MP4, MOV, WMV, AVI, M4A, MP3, AAC, OGG, M4R, etc, it also accepts HD videos, 4K UHD, various web videos, like HD TS, HD TRP, F4V, SWF, FLV, and many. There are few audio and video files that fail to play in it.

Sure. The professional media player is developed with innovative options. It enables you to adjust brightness, contrast, saturation, hue, aspect ratio, rotation degree, add special sound effects, set up audio parameters with equalizer, insert subtitles and custom subtitle settings, sync subtitle and audio with video, etc.

Of course, you can. If you would like to listen or watch a collection of audio or video files, you have the ability to import all of them to JoyoPlayer at a time. More conveniently, you manage to directly drag and drop to upload files in bulk.

The freeware is designed with CC subtitles display. Generally speaking, that's not going to happen if there is nothing wrong with subtitle file in your video. Faced with such a case, you can try checking if the "Track" option under "Subtitle" is set to "Disable" or check if the type of your video subtitle file is compatible with the software.

No. JoyoPlayer comes with no video playback speed controller. Thus, you can not speed up or slow down the play with it.

Yes. Joyoshare HEIC Converter provides you the flexible option to convert multiple HEIC images. Based on your own requirements, you can choose to convert HEIC images individually or in bulk.

Yes. Joyoshare HEIC to JPG Converter provides an option for the customization of the output photo's quality. Depending on your needs, you can change the image resolution, adjust photo ratio, keep Exif information, and more.

Besides JPEG, it also converts HEIC photos to PNG, BPM, GIF, TIFF, and WEBP in one click.

The software comes with an intuitive and clean interface, which makes it extremely simple to operate. Without any help, you can complete the conversion by yourself.

Known as High Efficiency Image Format, HEIC is a new container format for individual images and image sequences introduced by Apple with iOS 11/12 and macOS High Sierra. That means you can't share and view HEIC photos on Windows and older iOS.

To transfer HEIC photos to computer, you just use a USB cable to connect your iDevice to computer. Alternatively, email HEIC photos to your computer. On Mac, you can also simply sync the HEIC photos to iTunes on computer.

No. Joyoshare HEIC Converter is not built with a photo editor. Therefore, photo editing is not supported by it.

In the official website of Joyoshare HEIC Converter, click on "Get License" and then share it to your Facebook, Twitter or Linkedin as instructed. Next, in a pop-up window, type your name and email address. Joyoshare will send you the license.

It supports converting Live Photo to Still as JPG, BMP, PNG, TIFF, and WEBP.

The live photo converting software is light-weight, occupying few resources, requiring no highly-configured computer, and causing no negative effects on CPU of your computer.

The program is developed with 1 GHz or above processor, which makes the whole conversion finished within minutes.

Based on your chosen output photo format, Joyoshare LivePhoto Converter will automatically adjust the format parameters to reach the finest output quality. Actually, the program delivers a customizable option. If you are a professional, you can freely configure the quality, resolution, etc at your own will.

Joyoshare LivePhoto Converter is a desktop program, available for Windows and Mac. If you want to convert live photos on your iPhone, you should draw support from iPhone Photo Editing to turn off "LIVE".

Yes. Such a professional tool enables you to preview all related frames intuitively and choose whatever you need selectively before conversion.

You just share it with your friends in Facebook, Twitter or Linkedin to get Joyoshare LivePhoto Converter license free of charge.