MemVault Support

Creating your MemVault account is simple and takes just a few minutes:

1. Download the MemVault app from the App Store or Google Play
2. Tap "Sign Up" and enter your email address
3. Create a strong password for your account
4. Verify your email address through the confirmation link
5. Complete your profile with your name and family information

Your account starts with 1GB of free storage, perfect for getting started with your family memory collection.

Uploading your first family memory is easy:

1. Open the MemVault app and tap the "+" button
2. Choose "Upload Photo" or "Upload Video"
3. Select the memory from your device's photo library
4. Add a title and description for context
5. Tag family members who appear in the memory
6. Choose or create an album to organize the memory
7. Tap "Save" to securely store your memory

Pro tip: Add voice memos to photos to preserve the stories behind each moment!

Building your family tree helps organize memories by family relationships:

1. Go to the "Family Tree" tab in your MemVault app
2. Tap "Add Family Member" to start building your tree
3. Enter basic information: name, relationship, birth date
4. Add a profile photo if available
5. Connect family members by defining their relationships
6. Link existing memories to each family member
7. Invite family members to join and contribute their memories

Your family tree becomes more valuable as you add memories and connect generations together.

Sharing your family vault with loved ones creates a collaborative memory space:

1. Go to Settings > Family Sharing
2. Tap "Invite Family Member"
3. Enter their email address or phone number
4. Choose their relationship to you (parent, sibling, child, etc.)
5. Set their permission level (view only or contribute)
6. Add a personal message to the invitation
7. Send the invitation

Family members will receive an email or text with instructions to join your MemVault family.

MemVault's AI automatically organizes your memories to make them easy to find:

• Face Recognition: Identifies family members in photos and groups them together
• Smart Tagging: Automatically adds tags based on image content (birthdays, holidays, locations)
• Date Organization: Chronologically organizes memories by when they were taken
• Event Detection: Groups related photos from the same event or occasion
• Location Mapping: Identifies where photos were taken using GPS data

The AI learns from your family patterns and becomes more accurate over time, making memory discovery effortless.

MemVault's powerful search helps you find any memory instantly:

• People Search: Type a family member's name to see all their photos
• Date Search: Search by year, month, or specific dates
• Location Search: Find memories by city, state, or landmark
• Event Search: Search for "birthday," "wedding," "graduation," etc.
• Description Search: Find memories by words in their descriptions
• Voice Search: Use voice commands to search hands-free

Pro tip: Use natural language like "Christmas photos with grandma from 2020" for best results.

Voice narrations preserve the stories behind your photos for future generations:

1. Open any photo in your MemVault collection
2. Tap the microphone icon at the bottom
3. Hold down the record button and start speaking
4. Share the story: who's in the photo, when it was taken, why it's special
5. Release the button when finished
6. Preview your recording and re-record if needed
7. Tap "Save" to attach the voice memo to the photo

Voice narrations are especially valuable for preserving grandparents' voices and family stories.

Albums help you organize memories by theme, event, or time period:

1. Go to the "Albums" tab in your MemVault app
2. Tap "Create New Album"
3. Choose an album name (e.g., "Summer Vacation 2024")
4. Add a description and cover photo
5. Select memories to add to the album
6. Arrange photos in your preferred order
7. Choose album privacy settings (family only or specific members)

You can export albums as PDF photo books or share them digitally with family members.

If MemVault is running slowly or crashing, try these solutions:

1. Force close and restart: Double-tap home button (iOS) or use recent apps (Android), swipe up on MemVault to close, then reopen
2. Check device storage: Ensure you have at least 1GB of free space on your device
3. Update the app: Check App Store or Google Play for MemVault updates
4. Restart your device: Turn your phone or tablet completely off and back on
5. Check internet connection: Ensure you have a stable WiFi or cellular connection
6. Clear app cache: Go to device Settings > Apps > MemVault > Storage > Clear Cache (Android only)

If problems persist, the issue may be temporary server maintenance. Try again in a few hours.

If your memories aren't uploading successfully:

1. Check storage space: Verify you haven't exceeded your plan's storage limit
2. Verify internet connection: Upload requires stable WiFi or cellular data
3. Check file size: Individual files must be under 100MB
4. Supported formats: Ensure files are JPEG, PNG, MP4, or MOV format
5. Try smaller batches: Upload 5-10 photos at a time instead of large batches
6. Use WiFi for large uploads: Switch to WiFi for faster, more reliable uploads

Uploads automatically resume if interrupted, so you won't lose progress on partially uploaded memories.

If you can't locate a specific memory in your vault:

• Use specific search terms: Try the person's name, location, or event type
• Check all albums: The photo might be organized in a specific album
• Browse by date: Use the calendar view to browse by month and year
• Check family member's contributions: The photo might have been uploaded by another family member
• Look in recently uploaded: Check if the photo is still being processed after upload
• Use face search: If someone is in the photo, search by their name

Remember that AI tagging may take a few minutes to process new uploads, so newly uploaded photos might not appear in searches immediately.

If family members can't access shared memories:

1. Check invitation status: Ensure family members accepted their invitations
2. Verify email addresses: Make sure invitations were sent to correct email addresses
3. Check sharing permissions: Confirm family members have appropriate access levels
4. Update the app: All family members should have the latest MemVault version
5. Re-send invitations: Try sending a new invitation if the original expired
6. Check plan limits: Ensure you haven't exceeded your plan's family member limit

Family sharing requires the Pro plan or higher. Free and Basic plans don't include sharing features.

Upgrading your MemVault plan gives you more storage and premium features:

1. Open MemVault and go to Settings > Subscription
2. Tap "Upgrade Plan" to see available options
3. Choose Basic ($4.99), Pro ($9.99), or Unlimited ($19.99)
4. Review plan features and pricing
5. Tap "Subscribe" and confirm with your App Store or Google Play account
6. Your new features activate immediately

You can upgrade or downgrade anytime. Changes take effect at your next billing cycle.

Monitor your storage to ensure you have space for new memories:

1. Go to Settings > Storage in your MemVault app
2. View your current usage and total allowance
3. See breakdown by photos, videos, and voice memos
4. Check which albums or family members use the most space
5. Get storage recommendations and cleanup suggestions

You'll receive notifications when you're approaching your storage limit, with options to upgrade your plan.

You can cancel your subscription anytime through your device's app store:

For iOS (iPhone/iPad):

1. Go to Settings > Apple ID > Subscriptions
2. Find and tap MemVault
3. Tap "Cancel Subscription"
4. Confirm cancellation

For Android (Google Play):

1. Open Google Play Store
2. Tap Menu > Subscriptions
3. Find MemVault and tap "Cancel"
4. Follow on-screen instructions

Your subscription remains active until the end of your current billing period. All your memories stay safe even after cancellation.

Control what family members can see and do in your shared vault:

1. Go to Settings > Family Sharing
2. Tap on a family member's name
3. Choose their permission level:
• View Only: Can see shared memories but not add or edit
• Contribute: Can add memories and create albums
• Manage: Can invite others and manage family tree
4. Set album-specific permissions if needed
5. Save changes

You can change permissions anytime or remove family members if needed.

MemVault uses bank-level security to protect your precious memories:

• 256-bit encryption: All files encrypted during upload and storage
• Secure data centers: Memories stored in SOC 2 certified facilities
• Two-factor authentication: Optional extra security for your account
• Private by default: Only invited family members can see your memories
• Regular security audits: Continuous monitoring and testing
• No third-party sharing: We never sell or share your personal data

Your memories are safer in MemVault than on your device or other cloud services.

You have complete control over who can access your family memories:

• Private by default: Only you can see memories you upload
• Invitation only: Family members must be invited and accepted
• Granular permissions: Control what each family member can see and do
• Album-level privacy: Set different sharing rules for different albums
• Easy removal: Remove family members' access anytime
• No public sharing: Memories are never visible to the general public

MemVault employees cannot see your content - we can only access encrypted data for technical support.

Two-factor authentication adds an extra layer of security to your account:

1. Go to Settings > Security in your MemVault app
2. Tap "Enable Two-Factor Authentication"
3. Choose your method: text message or authenticator app
4. Follow setup instructions for your chosen method
5. Enter the verification code to confirm setup
6. Save your backup codes in a secure location

With 2FA enabled, you'll need both your password and a verification code to sign in, keeping your family memories extra secure.

We want you to understand exactly what happens when you delete your MemVault account:

• 30-day grace period: Account marked for deletion but recoverable for 30 days
• Family notification: Family members notified that shared memories will be removed
• Download option: Export all your memories before deletion
• Permanent deletion: After 30 days, all data is permanently and irreversibly deleted
• Backup removal: Data removed from all backups and systems
• Family impact: Memories you contributed to family albums will be removed

Before deleting, consider downgrading to the free plan instead to preserve your family legacy.

MemVault supports all common photo and video formats:

• Photos: JPEG, PNG, HEIC, GIF, BMP, TIFF
• Videos: MP4, MOV, AVI, MKV, WMV
• Maximum file size: 100MB per file
• Voice memos: MP3, M4A, WAV (up to 10 minutes each)

The app automatically optimizes files for storage while preserving quality.

MemVault offers limited offline functionality:

• View recently accessed memories: Photos and videos cached on your device
• Create albums: Organize memories offline, sync when connected
• Add voice memos: Record narrations offline, upload later
• Browse family tree: View family relationships and basic info

Uploading new memories, searching, and family sharing require an internet connection.

You can export your memories in several formats:

1. Go to Settings > Export Data
2. Choose what to export: all memories, specific albums, or date ranges
3. Select export format:
• ZIP Archive: All original files with metadata
• PDF Photo Book: Album formatted as a printable book
• Video Slideshow: Memories compiled into a video
4. Tap "Start Export" and wait for processing
5. Download the export file when ready

Exports include voice memos and family tree data. Large exports may take several hours to process.

Family member limits depend on your subscription plan:

• Free: No family sharing available
• Basic: No family sharing available
• Pro: Up to 5 family members
• Unlimited: Up to 10 family members

Each invited family member gets their own account and can contribute memories according to their permissions.