Support

Frequently asked

Why can't I see the photographs?

This is Momento's one rule: frames are shown to nobody until the reveal time: not to the person who took them, and not to the person running the event. Seeing them blurred in the album is the correct behaviour; at the reveal time they all come into focus at once.

When is the reveal time?

The person who created the event decides, and has three options: during the event (no wait; frames appear as they are taken), when the event ends, or a chosen delay after it ends. The countdown on the album screen shows exactly how long is left; with the first option there is no countdown at all and the album is open from the start.

Can I join without installing the app?

Yes. Opening the invitation link in your browser is enough: you do not even need an account, you just type your name. On Android this is the only way; on iPhone, if you would rather install the app, you can use the “Open in app” link on the invitation screen.

How do I open the album later?

Open the same invitation link again on the phone and in the same browser you used at the event. It remembers you and takes you straight to the album. If you have cleared your browser data, or you open it on a different device, we cannot recognise you; the album is open only to the event's participants.

My frames didn't upload. Are they lost?

No. A frame is written to your device first, then queued, and sent by itself once a connection is there. If the signal is weak at the venue the upload can lag; keeping the app open is enough.

There is an objectionable photograph

You can tap the frame in the album and choose report. Who filed the report is not shown to anybody, the event's host included. The decision belongs to the host: they delete the frame or leave it, and can remove the person from the event if needed.

In an urgent case, write directly to support@capturemomento.com.

The package I bought isn't showing

Try Settings → Restore purchases in the app. One-time purchases cannot be restored by the App Store, so we keep the records ourselves; this step reapplies the package to your event. If that does not fix it, write to us with the name of the event.

Refunds

Refunds for in-app purchases are handled by Apple: reportaproblem.apple.com. We can help if you get stuck in the process.

How do I delete my account?

Settings → Delete account, in the app. Your account, every event you host and every photograph in them are permanently deleted. You do not need to write to us for this.

How long are photographs kept?

Everything is permanently deleted 60 days after the event ends or the album opens, whichever is later. Download what you want to keep to your device within that period.