The software did nothing to solve my issue; all the repairs failed, and they refuse to refund. Here goes my conversation with their support team:
Them:
Frosty
2026-01-26 18:42:04
Dear customer,
Thanks for contacting Tenorshare support team.
Kindly note that I have canceled auto renewal for you in our system, it won't charge you again.
We respect your refund request very much. But in our refund policy, we must locate the reason so that we can know whether it is a problem with our software.
Referring to your case, could you kindly tell me more details about the issue? Could you please tell us which function of the software do you use? If there is any error or warning that popped up, please send us a screenshot, thank you in advance.
May I ask what is the issue exactly with your device and could you please tell us the device model and iOS version?
Sincerely yours,
Tenorshare support team
Me:
2026-01-26 20:01:01
Hello, The issue is that my iPhone was shut off, when I started it, it was stuck on the iPhone logo (the logo was coming on screen and fading away on loop), then the restore screen showed up (I will attach a picture for your reference). I heard about your software, so I tried it. I plugged in my iPhone and used the standard repair. After a long wait, it said that the repair failed (screenshot attached). So I resorted to the deep repair function, after a long wait, it failed too (screenshot attached). So I switched to the upgrading and downgrading functions, I tried them both, and both of them failed. Which function of the software do you use? I tried standard and deep repair, and both failed. I also tried upgrading and downgrading, but both failed as well. The device model and iOS version? My device is an iPhone 11 Pro Max, iOS version 26.2, and I used my Windows 11 laptop to use your software. Thank you.
Them:
Stacey
2026-01-27 20:25:08
Dear customer,
May I know do you want to remove the activation lock or does your iPhone has hardware problem?
Also, could you please provide us with the log files so we can analyze them?
Please check the attached attachment. Please put everything in the log folder and send them to me.
We have received your refund request. If we cannot solve the problem, we will arrange the refund.
Many thanks for your help.
Kind regards
Tenorshare support team
Me:
2026-01-27 20:40:15
Hello, thank you for your reply Stacey. No, my problem is not related to activation lock; I believe it is an issue with corrupted system files or a hardware problem. I have attached the log files. Thank you.
Them:
Stacey
2026-01-28 19:30:32
Dear customer,
The error from the log is 4013, Please Restart the computer and right-click the administrator to open the software to repair it.
We highly suggest you enter DFU mode with deep repair to try. Actually, you can switch back and forth between recovery mode and DFU mode, and then choose standard repair and deep repair to repair the system at your will. In that way, the success rate of repairing will be greatly improved.
When you repair the system in DFU mode, if the device fails to wake up then the repair will fail. After you complete the firmware verification and decompression step, if the repair progress does not occur within three minutes after the repair starts, please press the device power button to wake it up. Could you please try again with these tips?
Also, we highly suggest using the original USB cable or changing to a new cable and changing another USB connection port to repair the system as many times as you can to improve the success rate. If you are using a desktop computer, it is best to use the USB connection port on the back of the Host. If you are using a laptop, please charge the laptop while it is connected to a power source before repairing it.
Thank you so much for your patience and look forward to hearing from you again to share your experience with us.
Best regards
Tenorshare Support Team
Me:
2026-01-28 20:11:52
Hello Stacey, The program was indeed running as administrator, and yes, I was in DFU mode, and the laptop was charging. I made sure of all of these while running the repairs. Could you please go on and process my refund for ticket number 22994164? Thank you.
Them:
Frosty
2026-01-29 16:53:25
Normally, if a device has hardware problems, ReiBoot cannot repair them because our software can only fix problems caused by software, not hardware. I'm really sorry about this.
So it would be great if you could take your device to a repair shop to check if there are any hardware issues. It may help you fix your device and then you can send us the test report by the way if convenient. We generally cannot provide refunds if there is a hardware problem. If not, we will refund you immediately.
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