AI tribute videos for the moments that matter. Need help? We’re here.
Switched devices or reinstalled? Open Restore Purchases in the in-app store or Profile. It can restore an eligible Pro subscription using the Apple ID that bought it. The app also tries to recover unfinished credit-pack transactions. Completed consumable packs are not restored by Apple like subscriptions: your credit balance belongs to the persistent device identifier. Contact us if a balance is missing; cross-device recovery is not guaranteed.
Describe the occasion, approximate time, expected result and what happened. Attach photos only if you want us to review them. The Library cannot regenerate a reel; start a new tribute from Create for another result, using a credit or available Pro allowance. If narration is missing, the app warns you. Closing the screen or cancelling local waiting does not guarantee that an accepted generation stops.
Credit packs are one-time purchases and credits do not expire. Pro Monthly auto-renews and allows 2 reels per UTC calendar month, at most 1 per UTC day; these limits do not follow the billing date. Cancel Pro in iOS Settings, Apple ID, Subscriptions. Request App Store purchase refunds through Apple Report a Problem. A failed-generation credit return is separate from an Apple cash refund.
Photos and optional typed narration go to our backend and AI providers with your consent. Contact us to request access or deletion. We may need information that identifies the relevant device or request; deletion from every provider is not guaranteed. Contact Us Read the Privacy Policy
MemoryReel needs no account or sign-in. A persistent device identifier links credits, purchases and generation records; it is not an anonymous, unlinked identity. Contact us from an address where we can reply. Do not send your Apple ID password or other sign-in credentials. Contact Us
| Request | What happens |
|---|---|
| Restore a purchase | Restore Purchases can recover eligible Pro subscriptions and unfinished credit transactions. A completed consumable pack is not restored like a subscription. Credits are linked to the persistent device identifier; contact us about a missing balance. |
| Refund a purchase | Apple decides App Store purchase refunds through Report a Problem. We cannot issue that cash refund. On a failed generation, the backend attempts to return a deducted credit; contact us if that return did not happen. |
| Recover a lost reel | The Library keeps the latest 30 records on the device and is not a cloud backup. Server generation records may still exist, but we cannot promise that a missing local reel can be restored or downloaded again. |
| Look at your content | We cannot inspect your device Library. Uploaded photos, optional narration text, generated media and processing records pass through our backend and providers. Attach content to a support message only if you want us to review it. |
| Investigate a generation | Send the occasion, approximate time and what went wrong. Generation can take several minutes. We can investigate available records, but cannot promise a specific outcome or a free new generation. |
Name MemoryReel, describe what you expected and what happened, and give the approximate time and occasion. Use an address where we can reply. We may ask for a request or device identifier to find the relevant records. Do not send Apple ID credentials, and only attach photos you want us to review.
Use Restore Purchases with the Apple ID that made the purchase. This can restore eligible Pro subscriptions and recover unfinished credit-pack transactions. Finished consumable packs are different: the credit balance is linked to the persistent device identifier, not automatically transferable through Apple restore. Contact us about a missing credit balance after reinstalling or switching devices.
The Library keeps the latest 30 local records, with no scheduled 90-day expiry or individual delete action. It is not a cloud backup, and recovery is not guaranteed. Reset device data in Settings removes local Library and pending-job records and resets app preferences when it completes. The app reports an error if reset cannot complete. Reset does not erase the persistent device identifier, backend credits, Apple subscriptions or copies saved or shared elsewhere. It does not delete server or provider records. Contact us about server records or deletion; job records have no automatic expiry, upload cleanup is best effort, and provider retention is not a fixed period we can promise.
We cannot issue an Apple cash refund, promise a particular AI result, recover every lost local reel, or guarantee deletion from every provider. Revoking AI consent prevents new requests from the app; it does not recall photos or text already sent, cancel an accepted job, or erase stored records. If narration is missing, another tribute uses another credit or available Pro allowance.
Tell us the app name, approximate time, occasion, expected result and what happened. Include a reachable reply address rather than Apple ID credentials. We aim to reply on the next working day; that is not a promised resolution time. The product and privacy pages explain features and data handling, and you can contact us if they do not answer your question.
