Support

Email support@pristine-app.store. Include your macOS version and, if it helps, the relevant lines from Settings › About › Operation log.

Common questions

“Some locations could not be read”

macOS keeps Mail, Safari and browser profiles, the Photos library and the Trash behind Full Disk Access. Open System Settings › Privacy & Security › Full Disk Access, enable Pristine, then scan again. The toolbar's Permissions button opens the right pane.

Finder says an item “is in use” when emptying the Trash

A running process still has a file in that item open – usually a cache of a background service. Pristine's own Trash module can delete it directly once Full Disk Access is granted; otherwise it clears after you log out and back in. Caches owned by running processes are no longer preselected by the scan.

Restoring something I removed

Open the Trash in Finder, select the item and choose File › Put Back. Pristine moves items to the Trash by default unless you switched to permanent deletion in Settings › General.

Subscriptions, trials and refunds

Manage or cancel in System Settings › Apple Account › Media & Purchases › Subscriptions, or at apps.apple.com/account/subscriptions. Refunds are issued by Apple at reportaproblem.apple.com. If Pro isn't showing after a purchase, use Restore Purchases in Settings › General.

Reporting a false positive

If the Malware Scanner flags a file you know to be safe, use Ignore and email us the finding's evidence lines. Heuristic findings are labelled “Suspicious” precisely because they need a human decision.