Retrio support

Help us answer quickly

Tell us your Windows version, your Retrio version and the steps that trigger the issue. You may attach a screenshot, but never send personal documents, passwords or banking information.

Frequently asked questions

The download does not start

Go back to the download page and click the green button. Then check your Windows Downloads folder.

Windows displays a protection screen

Make sure the installer came from retrio.eu. Then choose “More info”, followed by “Run anyway”.

Retrio Pro will not activate

In the Pro tab of the app, enter exactly the same email address you used for the Stripe payment. Also check your Internet connection. If the issue continues, send us that email address — never your card details.

Are my files uploaded?

No. Analysis, indexing and search remain on your computer. Only the address entered for Pro is sent to the licence service to verify your subscription.

Cancellation and refunds

You can cancel your subscription from the Stripe management link received after payment. To request a refund, email retrio.pro@gmail.com with the address used for payment, the approximate date and the reason. Never send your card number.

We verify the payment in Stripe, confirm the request by email and, when approved, issue the refund to the original payment method. The time it takes to appear then depends on your bank.

Report a bug

Describe what you were doing, what you expected and what happened. Tell us whether the issue returns after a restart. A screenshot with private information hidden is helpful.