01 Contact us
Write to us. You don't need an account, and you don't need to work out what went wrong first. Tell us what you saw.
We usually reply within 1 to 2 business days. If there's a delivery date coming up, say so in the subject line so we see it in time.
02 Someone sent you a message
It arrives as an email with a private link. Open the link and the message plays in your browser. No app, no account, nothing to install.
- Keep the link to yourself. Anyone who has it can watch.
- If the sender allowed downloads, there's a button under the video.
- If the link has stopped working, the sender switched it off. Ask them, or write to us and we'll try to reach them for you.
03 A video won't play
Reload the page first. A connection that drops while the video is loading is the usual cause.
Still stuck? Try a different browser. If it works in one and not the other, tell us which two. That narrows it down quickly.
On a slow connection the video starts before it has fully loaded, so give it a few seconds before pressing play.
Plays but stutters on an older computer? That's the machine struggling with a high quality recording, not a fault in the file. Download it and play it from your own computer.
04 Recording and scheduling
Record in the app, or pick a video you already have. A Moment can run up to 5 minutes.
There are two ways to send one:
Nothing is sent while a Moment is still a draft. Seal it when you're ready. Until then you can change it or delete it.
05 Delivery and recipients
- You add each recipient by email address. Check the spelling. A typo sends your Moment to nobody.
- Delivery mail can land in spam. Worth warning your recipient to look there.
- Your library shows you whether a Moment has been opened.
- Notes are private. You write them for yourself, and the recipient never sees them.
06 Account and sign-in
Forgot your password. Use Forgot password on the sign-in screen and we'll email you a reset link.
No verification email. Check your spam folder. The link lasts 24 hours; if yours has expired, write to us and we'll send another.
Signed in with Apple. Use the same Apple ID next time. We never see your Apple password.
07 Privacy and deletion
Your recordings are private. We don't sell your data, and we don't train anything on your Moments.
- Privacy Policy. What we collect, and why.
- Terms of Service. The agreement itself.
- Data Deletion. How to remove a Moment or your whole account, and what happens when you do.
08 Telling us about a problem
Include what you can:
- What you were doing, and what happened instead.
- Your device and which version of iOS it runs.
- For delivery or playback trouble, the title you saw and roughly when it was sent.
- A screenshot, if you have one.
Send less if that's all you have. We'll ask.