Mademory Support
Keep the app installed and preserve the originals while you investigate. The steps below are designed to avoid turning a small problem into lost data.
support@mademory.comBefore contacting support
- Do not erase the app or its data.
- Open Settings → Data Safety and check Local Integrity, Backup and iCloud separately.
- If capture is unfinished, choose Keep Draft rather than discarding originals.
- If the archive is readable, create and verify a protected `.mademory` backup.
- For purchase access, use Plans → Restore Purchases with the Apple Account used for purchase.
Questions, answered
Is iCloud sync my backup?
No. Sync keeps participating devices aligned and can propagate deletions. Keep a verified `.mademory` backup separately.
What happens when a plan ends?
Existing local content stays visible. Playback, OCR search, export and restoration of your own backup remain available; new paid creation or cloud-write actions may pause.
Where is a deleted work or Voice Story?
Open Settings → Data Safety → Recently Deleted. Eligible items remain recoverable for 30 days unless permanently deleted sooner.
How do I move the archive to another device?
Create a protected `.mademory` backup, store it somewhere you control, then choose Restore Existing Archive on the other installation. Keep the passphrase separately.
The camera did not find the paper edges.
Keep the original and correct the four corners manually in Review. Automatic detection is advisory, not the only way to save a work.
How do I export everything?
Use Human-readable Export in Data Safety. It prepares original files with portable metadata and stops visibly if a required original is missing or corrupt.
Safe diagnostics
Mademory can prepare a redacted report with operation categories, coarse count or duration ranges, result, device class, major iOS version and plan state. It excludes names, artwork, recognized text, notes, tags, audio, filenames and iCloud identifiers, and it is never sent automatically.
Contact support
Include the app and iOS version, device model, exact screen and action, what you expected, what happened, and whether the archive is local, iCloud-owned or shared. Never send a backup passphrase.
Expected response: within 3 business days. Support is available in English and Russian.
MademoryClear the pile. Keep their story.
Turn drawings, paintings and schoolwork into a beautiful archive you can actually revisit - with the child, date and story still attached.