Troubleshooting

Fixes for the most common problems. If yours isn't here, email [email protected] and we'll help.

License activation errors

• "We couldn't find that license key" or "That doesn't look like a Roomy license key": copy and paste the key from your email or account page. If you type it, remember keys use the digit 0, never the letter O.
• Device limit reached: the license is active on 3 Macs. Deactivate one in Settings → License → Deactivate This Mac on that Mac, or on your account page.
• "This license isn't active": the subscription ended, a payment failed or the purchase was refunded. Check the Billing tab of your account page.
• "Couldn't reach the license server": check your internet connection. Pause any VPN, or allow Roomy in your firewall or network filter, and try again.
• "The license server's response couldn't be verified": install the latest version from the download page.
• "This Mac was deactivated": enter your key again. See Activate your license.

Some items couldn't be removed

After a clean, open couldn't be removed in the results to see each skipped item and why. The usual causes:

• Permission denied: give Roomy Full Disk Access, quit and reopen it, and clean again.
• Owned by root or another user: usually an app installed for all users. Roomy asks macOS to move it to the Trash, and macOS asks for your administrator password.
• The app is open: quit the app that owns the cache, press ⌘ R to scan again, then clean.
• Protected location or exclusion: Roomy deliberately refuses system folders, iCloud Drive, Keychains, Mail, Messages, paths through symbolic links and anything on your exclusion list.

Disk space didn't go up

• The Trash isn't empty. Items moved to the Trash still use space until you empty it.
• Local Time Machine snapshots can hold on to deleted files for a while. Run Thin Time Machine snapshots in Optimize.
• Finder's figure can lag. Wait a minute or restart, then check Apple menu → System Settings → General → Storage.
• Apps rebuild caches as you use them, so some space returns over time. That's normal.

macOS asks for your password

Apps installed with an installer package often belong to the system, so moving them needs an administrator. The password prompt comes from macOS itself; Roomy never sees or stores your password. Click Cancel to skip those items. Some Optimize tools, such as Free up memory, need your password too.

The scan seems incomplete

• If the Overview says Some locations couldn't be read, turn on Full Disk Access.
• No old downloads? Allow access in System Settings → Privacy & Security → Files & Folders → Roomy → Downloads Folder, or check Settings → General → Show downloads older than.

Check what happened in the Activity Log

Click Activity Log in the sidebar under Tools to see every clean, with its date, item count, space freed and whether anything was skipped. To get something back, see Undo a clean.

Still stuck?

Email [email protected] with your macOS version, your Roomy version (Roomy → About Roomy), what you did, and the exact message or a screenshot. Please don't send your password.