How can we help?
Whether you need help signing in, managing your purchase, adding memories or understanding your privacy options, you can find the most common answers below.
Common questions
Signing in & passwords
If you cannot remember your password, use the password reset option from the app. A reset link will be sent to the email address connected to your My Story account.
If you no longer have access to that email address, contact support and tell us which email was originally used.
Purchases & subscriptions
Creator plans are purchased as one-off upgrades, while Viewer membership is available as a recurring subscription.
Purchase and subscription management can be opened from the app’s Settings area. Store purchases can also be managed through the Apple App Store or Google Play account used to buy them.
Adding memories
Your Story can include written memories, timeline events, achievements, messages, photographs, videos and voice recordings.
If an upload appears to be taking longer than expected, allow it to finish before opening the newly created item.
Storage
Your current storage usage is shown inside My Story. Photos, videos and voice recordings all count towards the storage included with your plan.
If you are approaching your limit, you can review your media or explore available plan upgrades from Settings.
Family, relationships & sharing
My Story lets you connect with people and family groups, while keeping control over who can see your Story.
Another person’s profile remains read-only unless you have permission to edit it. Your own Creator profile remains editable.
Pets, music & galleries
Pets can have their own Story, photographs and galleries, while Music lets you record the songs and artists connected to important memories.
Galleries are designed to keep related photographs and videos together with the story behind them.
Privacy & legacy choices
You decide what stays private, what you share, and how you want your Story treated in the future.
Legacy features are designed to preserve your choices without handing your password to another person.
Deleting your account
Account deletion permanently removes your My Story account and associated archive according to the deletion process described on our Account Deletion page.
Please review that page carefully before requesting deletion, as deleted content may not be recoverable.
Try these first
- Check that your phone or tablet has a working internet connection.
- Close My Story completely and open it again.
- Make sure you are using the latest version available from your app store.
- For photo, video or voice problems, check that My Story has the required device permissions.
- If a new memory or gallery is still saving, allow it to finish before trying to open it.
- If the problem continues, contact support using the details below.
Still need help?
Email us and we will help you investigate the problem. Please give us enough information to understand what happened.
info@mystoryapp.com- The email address used for your My Story account.
- Whether you are using iPhone, iPad or Android.
- A short description of what you were trying to do.
- What happened instead.
- A screenshot of the problem if possible.
Please never send us your password. My Story support does not need your password to investigate a problem.