Support
Need help with PrimoRec? Check the most common questions or write to us.
Talk to us
A problem, a question or an idea, just send an email. We answer in English or Portuguese.
In the app, Settings › Talk to us › Idea and Problem open the public board.
Ideas, problems and votes
Want a feature or found a problem? Post it on the public board, or vote for what you most want solved. It shapes what comes next.
Requirements
- iPhone with iOS 18 or later. There is no iPad or Mac version for now.
- Cinematic: iOS 26 or later, on supported iPhones.
- Apple Log, ProRes, Open Gate and Dual depend on what your iPhone model offers. When it doesn’t, the option is hidden or tells you so.
- Free space: 4K video, and ProRes above all, takes a lot of room. The viewfinder shows how much space is left.
Common questions
How do I restore my Pro purchase?
Open Settings in PrimoRec and tap About › Restore purchase, signed in with the Apple ID you bought it with. The Restore purchase button is also on the Pro screen. With Family Sharing, Pro works for your family too.
The purchase didn’t go through. Was I charged?
If the app said the purchase didn’t go through, nothing was charged. If it says "Waiting for approval", the purchase needs a family organizer to approve it through Family Sharing.
How do I get a refund?
Purchases are handled by Apple, so refunds are requested from Apple too, at reportaproblem.apple.com. We never see your payment details.
The app doesn’t open the camera.
Check that camera and microphone access are on in iOS Settings › PrimoRec. If another app is using the camera, close it and try again.
I can’t save to Photos.
Allow PrimoRec to add to Photos in iOS Settings › PrimoRec › Photos. The app only asks to add videos, never to read your library.
The vertical video wasn’t created.
Your original is safe. Open the recordings list and tap Make the videos again. If it keeps failing, write to us with your iPhone model and the recording format.
How do I change the app’s language?
In Settings › About › Language, pick English or Portuguese. Then close and reopen PrimoRec.