Support
Let’s get it sorted.
Quick answers to the most common questions. If you do not find yours, write to OgreClean support.
Scans and folder access
Why is a folder or file missing from the results?
OgreClean scans only what you allow. Smart Scan covers your home folder; other drives and devices are scanned only when you add them. Online-only cloud placeholders are never listed, and folders macOS protects (Mail, Messages, the Trash) need Full Disk Access. Approve access with the system folder picker when your system asks.
Why do some folders show a lock?
macOS protects certain folders. Turn on Full Disk Access for OgreClean in System Settings if you want them included. The app works without it.
Why does a size differ from what another app shows?
OgreClean shows the space actually used on disk, counting hard links once and not overstating sparse files. Other tools may report logical file size instead.
Cleaning and the Vault
Can I undo a cleanup?
Yes. Right after cleaning, choose Undo in the result banner to restore the whole cleanup. Later, open the Vault, select an item and choose Restore. Restores never overwrite a path that has been recreated since.
I cleaned items, but my disk still looks full.
Items in the Vault still use space on the same device until they are deleted. Choose Free now for the Safe part, or wait: Safe items are deleted automatically 7 days after cleaning. Review and Risky items stay in the Vault until you delete them.
Where are items from an external drive kept?
In a hidden .OgreCleanVault folder on that drive, so nothing is copied between drives.
Purchases
How do I restore Pro?
Open Upgrade and choose Restore Purchases while signed in to the store account that bought Pro.
How do I manage or cancel a subscription?
Use Manage subscription in the app, or the subscription settings of your Apple or Microsoft account. Deleting the app does not cancel a subscription.
More detail is in the user guide. Publisher details are on the Impressum.
Still need a hand?
Write to OgreClean support.
Say which app you use, your device and operating-system version, and what you were trying to do. Please leave out passwords, payment details, health records, client information and private files.