Support

Need help with Rekonify? Find answers below or reach out to our team.

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Email Support

support@rekonify.org

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Response Time

Within 24 hours on business days

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FAQ

View common questions

Troubleshooting

SD card not detected

Make sure your SD card reader is connected and the card is inserted properly. Rekonify detects removable disks automatically. If the card still doesn't appear:

  1. Open Disk Utility and check if the disk appears there
  2. Try a different SD card reader or USB port
  3. Ensure the SD card is not physically locked (check the write-protect switch)

Full Disk Access required

The Rekonify helper needs Full Disk Access to read raw SD card devices. If you see this prompt:

  1. Click Open System Settings in the app
  2. In Privacy & Security > Full Disk Access, click the + button
  3. Navigate to /Library/PrivilegedHelperTools/ and select com.rekonify.helper
  4. Return to Rekonify and click Continue

Admin authorization failed

Rekonify installs a privileged helper daemon during first launch. If authorization fails:

  1. Make sure you enter your Mac administrator password (not your Apple ID password)
  2. If using Touch ID, try entering the password manually
  3. Check System Settings > General > Login Items to ensure the Rekonify helper is not blocked

Subscription not recognized

If you've subscribed but the app still shows the subscription gate:

  1. Open the Billing section (profile button in the sidebar)
  2. Click Restore Purchases
  3. Make sure you're signed in with the same Apple ID used for the purchase
  4. Check your subscription status in System Settings > Apple ID > Subscriptions

Slow performance or VM not booting

The lightweight VM typically boots in under 2 seconds. If you experience slowness:

  1. Ensure you're running macOS 13 or later on an Apple Silicon Mac
  2. Close other virtualization apps (Parallels, UTM, Docker) that may conflict
  3. Restart Rekonify — the VM will reinitialize
  4. If the issue persists, eject the SD card, quit Rekonify, and re-launch

System Requirements

  • macOS: 13 Ventura or later
  • Processor: Apple Silicon (M1, M2, M3, M4 or later)
  • Memory: 4 GB RAM minimum (256 MB used by the VM)
  • Storage: Under 50 MB for the application
  • Connectivity: Internet required for initial sign-in and subscription verification; works offline after that

Manage Your Subscription

To change or cancel your subscription:

  1. Open System Settings on your Mac
  2. Click your Apple ID at the top
  3. Select Subscriptions
  4. Find Rekonify and choose your desired action

You can also manage subscriptions directly from the App Store or at apps.apple.com/account/subscriptions.

Uninstalling

To completely remove Rekonify:

  1. Quit Rekonify
  2. Drag Rekonify from the Applications folder to the Trash
  3. The privileged helper at /Library/PrivilegedHelperTools/com.rekonify.helper will be automatically deregistered
  4. Cancel your subscription through System Settings if you haven't already

Still Need Help?

If you can't find the answer to your question, email us at support@rekonify.org with:

  • Your macOS version and Mac model
  • A description of the issue
  • Any error messages you see
  • Steps to reproduce the problem