Question 1

Billing -- Web

Accepted Answer

Billing Questions - Web

Managing your subscription through web

Log in to memoryweaver.app
Go to Settings
Click "Subscription"
Manage or cancel from here

Billing

Charges appear as "MemoryWeaver" on your credit card statement
Billing happens through Stripe
Contact support@memoryweaver.app for payment or account issues

Refunds

Contact support@memoryweaver.app
Include your account email and reason for refund
Refund requests reviewed within 24 hours

Common billing issues

Charged twice: Contact support@memoryweaver.app. We'll investigate and process refunds within 24 hours. Subscription not activating: Check that payment completed, then log out and log back in to MemoryWeaver. Wrong amount charged: Verify your plan tier in Settings > Subscription. Contact support if the charge doesn't match.

Payment methods

Web subscriptions accept:

Credit cards (Visa, Mastercard, American Express)
Debit cards
Other payment methods supported by Stripe

Sync Issues Between Devices

If your stories don't appear on another device

Pull down to refresh on both devices
Log out and log back in
Check that you're using the same email on both devices
Wait 2-3 minutes for sync to complete Web and mobile sync automatically when online. Changes appear within 1-2 minutes.

Common sync issues

Wrong account:

Verify you're logged into the same account
Check email address in Settings
Log out and log back in with correct email No internet:
Both devices need internet connection
Check WiFi or cellular data
Sync happens automatically when connected App needs update:
Update to latest version on App Store
Older versions may have sync issues
Update both iOS and web if using both

Force sync

To force an immediate sync:

Pull down on your story list
Wait for refresh to complete
Changes should appear within 30 seconds

What syncs automatically

All stories
All recordings
All collections
All edits
Account settings
Subscription status

What doesn't sync

Draft recordings in progress
Unsaved edits
Local cache Finish and save work before switching devices.

Troubleshooting steps

Verify same account on both devices
Check internet connection
Update app to latest version
Pull down to refresh
Log out and back in
Wait 3 minutes
Contact support if still not syncing

Recordings Not Saving

Check these first

Do you have internet connection? (required for upload)
Is your storage full?
Did you tap "Save" after recording?

If recordings disappear

Check "Drafts" in your story list
Recordings save automatically every 30 seconds
Lost recordings older than 7 days cannot be recovered
Contact support with the approximate date/time

Common issues

No internet connection:

Recordings need internet to upload
Connect to WiFi or cellular data
Wait for upload to complete before closing app Storage full:
Check available storage on your phone
Free up space by deleting old photos or apps
At least 500MB recommended App closed during recording:
Recordings save every 30 seconds
Check Drafts for partial recordings
Complete recordings from where they stopped

Finding draft recordings

Open the app
Go to Stories
Look for "Drafts" section
Tap a draft to continue

Preventing lost recordings

Keep internet connected
Maintain storage space
Let uploads complete
Don't force close during recording

If recording is truly lost

Recordings older than 7 days in drafts are automatically cleaned up and cannot be recovered. For recent recordings:

Check Drafts thoroughly
Pull down to refresh
Log out and log back in
Contact support if still missing

Sharing Links Not Working

If recipients can't open your link

Check that the link copied completely
Resend the link
Try sharing through a different method (email vs text)
Check if the recipient needs to create a free account first

If collaborators can't access collections

Verify they accepted the invitation
Check that they're using the email address you invited
Resend the invitation
Confirm you're on the Family Plan

Common issues

Link truncated:

Some messaging apps cut long links
Copy and paste carefully
Use email for most reliable sharing
Shorten links can sometimes help Recipient needs account:
View-only links work without account
Asking questions requires free account
Collaboration requires invitation
They must sign up first Wrong email for collaboration:
Collaborators must use invited email
Check the email you sent invitation to
Have them check spam for invitation
Resend to correct email Link expired or revoked:
Generate new link if old one revoked
Share links don't expire
Collaboration invitations don't expire
Double-check you didn't delete the story

For story sharing

View-only access:

Open story
Tap share
Copy link
Send via email or text
Recipient opens in browser If link doesn't work:

Verify story still exists
Generate new link
Check recipient has internet
Try different browser

For collection collaboration

Family Plan only:

Open collection
Tap Collab

Question 5

Collaborator Account

Accepted Answer

I'm a Collaborator on a Family Plan

When someone invites you to contribute to their collection, you get a free account with special access.

What you get

Free MemoryWeaver account
Full access to shared collections (recording, AI questions, entity recognition)
Your own personal space for Individual plan features

What you don't get

You don't pay anything
You don't manage the Family Plan subscription
Advanced features only work within shared collections
Your personal stories outside collections have Individual plan limits

If the plan owner cancels

You keep your free account
Shared collections become view-only
You lose access to advanced features in those collections
Your personal stories remain unaffected

Using your free account

When invited as a collaborator:

Check your email for the invitation
Click the invitation link
Create your free account
Start contributing to the shared collection You get full Storyteller+ features when working in shared collections, but Individual plan features for your personal stories.

Sharing Stories

Individual plan sharing

Shared via a link
Anyone with the link sees the story
Viewers read but cannot add content
Free viewers can ask questions

To share a story

Open the story
Tap the share icon
Copy the link or send directly
Recipients open the link in any browser

Storyteller+ plan sharing

Same sharing as Individual
You get more AI questions on your own stories

Family Plan sharing

Share collections with collaborators
Collaborators add their own stories
Everyone sees all stories in the collection
Full collaborative features

Privacy

Stories are private by default
Only people with the link see shared stories
Revoke access anytime by generating a new link
Deleted stories become inaccessible immediately

Who can see shared stories

With the link:

Anyone with the link
No account required to read
Must create account to ask questions Without the link:
No one
Stories are completely private
Not searchable or discoverable

Revoking access

To stop sharing a story:

Open the story
Tap share settings
Generate a new link
Old link stops working immediately

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