Question 1

How do I reset my password?

Accepted Answer

Go to the login screen and tap “Forgot password?”.
We’ll send a reset link to your email.

Question 2

How do I change my email address?

Accepted Answer

For security reasons, you'll need to contact our customer service team to update your email. Ensure you use the correct email when registering.

Question 3

Why won’t my memory upload?

Accepted Answer

Check your internet connection. If the issue continues, try closing and reopening the app. If this doesn't solve the issue, contact our customer service for quick support.

Question 4

How do I share a memory with someone?

Accepted Answer

Sharing a Memory within the app:
Create or open a memory, tap Visibility, and choose the people you want to give access to.
You control what they can see and when.

Sharing a Memory outside the app:
Your privacy is important to us. This is why we have designed the app against sharing outside your family. However, if you would still like to share, you can open the memory, download the media to your device or copy the text, then share as intended.

Question 5

How does “Future Date” work?

Accepted Answer

Choose a future date, age, or milestone (e.g., birthday, graduation).
Eirloom keeps the memory safe until that exact moment. The recipient receives a notification at the exact intended moment to view the memory.

Question 6

What happens to my memories if I change phones?

Accepted Answer

Your memories are securely backed up.
 Just log into your account on your new device — everything will be waiting for you.

Question 7

How do I cancel or manage my subscription?

Accepted Answer

Go to More → Account Status.
You can change, pause, or cancel anytime.

Question 8

Is my data secure? Who can see my memories?

Accepted Answer

Your memories are encrypted and protected.
Only you — and those you choose — can access them.

Question 9

Can I delete my memories?

Accepted Answer

Yes. You’re always in control of your memories.
You can delete individual memories at any time directly within the app. Once a memory is deleted, it is permanently removed and cannot be recovered.
If you choose to delete your entire account, all memories associated with your account will also be permanently deleted.

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