Behind Your Wall Support
Need a hand? You're in the right place. Behind Your Wall is built and run by one founder, and every support email is read and answered personally.
Email: support@behindyourwall.com — we aim to reply within 1 business day.
Frequently asked questions
Where are my photos stored?
On your phone, and — if you turn on backup — in a Behind Your Wall folder inside your own cloud account: Google Drive or iCloud, whichever you choose. We never store your photos. The one exception is a paid AI action: that photo passes through our server in memory on its way to Google and is never written down or kept. See our Privacy Policy for the full detail of what goes where.
I bought a home unlock. How do I restore it on a new phone?
Open Behind Your Wall, open the unlock screen for the home, and tap Restore purchase. Your per-home license is tied to your App Store / Google Play account, so it restores for free on any device signed in to the same store account. Any AI credits you have left restore too — they're stored with your account, not just on the phone.
What does the license actually buy?
A one-time license for one home address: unlimited photos, audio and video, before/after pairing, the X-ray view, backup to your own cloud account, and 50 AI credits included. Need more credits later? Top up any time for $4.99 (20) or $9.99 (50) — no subscription, ever.
How do I move my record to the new owner when I sell my house?
A built-in transfer isn't available yet — it's planned as a one-time $10 purchase by the new owner, and we'll say so here the day it ships.
In the meantime you don't need us to hand over the record, because the photos already live in your own cloud account. Share or copy the Behind Your Wall folder to the buyer at closing and they have everything. Email support@behindyourwall.com if you'd like help doing that.
Why does the app need camera, microphone, and location access?
- Camera — to capture pre-drywall photos and video.
- Microphone — to record optional voice notes alongside a photo, and audio with video.
- Location — to tag a capture with the home's address so the record stays anchored to the right house.
You can decline any of these and still use the rest of the app. You can change your mind anytime in your phone's Settings.
How do I delete all my data?
Open Settings → Delete account. It erases our account record — your sign-in email, AI credit balance, purchase and spend history, and contact email — along with everything Behind Your Wall stored on your phone. It happens immediately; you don't need to email anyone or wait on us.
Read this part before you tap it. Deleting also removes the record that you paid, so your purchase and any remaining credits are gone for good and cannot be restored on this or a new phone. If what you actually want is to sign out, or to move to a new phone, use Sign out and Restore purchase instead — those keep everything.
Your photos are not deleted, because we never had them. They live on your phone and in your own Google Drive or iCloud. The app clears the copies on this phone; delete the Behind Your Wall folder from your cloud account yourself if you want those gone too.
One thing we keep: your record of accepting the Terms, with your name and email stripped out of it. It's our proof that the safety warnings were shown and agreed to before any work on a wall, and it no longer identifies you. See the Privacy Policy for the legal basis.
Prefer us to do it, or having trouble signing in? Email support@behindyourwall.com and we'll delete the record within 30 days. If you signed in with Apple using Hide My Email, write from the relay address we have on file or include your Account ID from Settings → Contact support, so we can be sure we're deleting the right record.
My before and after photos don't line up. Help?
When you tap Take finished photo, the original fades in behind the viewfinder — stand roughly where you stood for the first shot and match it by eye before you press the shutter. Framing from the same spot, at the same height, is what makes the X-ray slide read cleanly. If a pair is already off, retake the finished photo from the photo's own screen and it replaces the old one.
Still stuck?
Email support@behindyourwall.com with your phone model, OS version, and a short description (a screenshot helps). We'll get you sorted.