Help

Find your way around

On a phone, use the tabs along the bottom. On a computer, use the main navigation. Open Home and choose the gear icon for Settings, including Help, Terms & privacy, Privacy & AI, Account Management and Log out.

• Home: review family activity and photos shared with you, and invite people to contribute.
• Photos: browse your library and open a photograph to see its people and stories. Use Select to choose several photos.
• Add: choose photographs from your phone or computer.
• People: find familiar faces, name people and browse their photos or folders.
• Stories: play saved memories and open a story’s menu for more options.
• Your profile: open You or your account icon to change your name or profile photograph.

Add your first photographs

Choose Add or Add photos, then select photographs from your phone or computer. The uploader accepts JPEG, PNG, WebP, HEIC and HEIF photographs, up to the limit shown on screen.

Keep the upload screen open until uploading finishes and the app returns to Photos. Face matching, if enabled, can take longer. If a photograph shows a retry option, try again when your connection is stable.

You can try Memory Box as a guest with up to 10 photographs. Create an account from You to keep access across devices. A guest session can be lost if you clear your browser data or start again as a new guest. Keep your originals.

Give familiar faces a name

With automatic face matching enabled, open People and review any faces waiting for a name. Follow the prompts to name each person and add a relationship. Manage the feature from Home → gear icon → Privacy & AI.

The suggestions are a starting point. Similar faces can be grouped incorrectly, especially across generations. Check the photographs before confirming an identity.

Choose a person to see their photographs and stories. If a grouping or identity is wrong and you cannot correct it with the available controls, use the contact option at the bottom of this page.

Tell the story behind a photo

Open a photograph and choose Add story. With AI story help enabled, Lily can ask questions and help prepare the story. You can answer by recording or use the typing option shown on screen. Allow microphone access when you choose to record.

Read the prepared wording, correct names and facts, and follow the save steps. Wait for confirmation before closing the screen. A generated narrator is an artificial voice; it is not a recording of the person in the photograph.

For microphone help, open Home → gear icon → Microphone access. The AI & faces tab in Terms & privacy explains which information the AI features use and which providers process it.

Listen and share

Open Stories or a photograph with a story, then press play. Where several people have contributed, choose the person whose story you want to hear.

Use Share on a story, person or folder. A person or folder is shared as an album; the sharing panel shows what is included. Albums can include photos added later. Someone opening an album link may be able to add their own memories.

A people-album invitation link expires 24 hours after creation and can be accepted by one account. Opening a preview does not use it up. Once accepted, that account keeps album access, including photos added later, until access is removed; access does not end after 24 hours. Create a separate invitation for each recipient. Story links have their own sharing settings and do not follow this one-account invitation rule.

Treat album and story links as something that can be forwarded. Only share them with the audience you intend, and remember that people can save independent copies.

Saving a shared photograph keeps a copy in your library. Linked copies help avoid repeated delivery of the same photo. If an author deletes their story or account, their recordings and story text are removed from saved stories inside Memory Box; recipients keep saved photographs and their own stories.

Download a story

In Stories, open the story’s menu and choose Download story. The export combines the photograph with narration in a video. On iPhone, use the system share/save sheet to choose a destination. Photos permission is requested when saving to Photos. Keep the screen open while the video is prepared.

Report or block someone

Open a story’s menu and choose Report to flag a concern. On another person’s story, Block person prevents new invitations or contributions from that person. Manage blocks from Home → gear icon → Blocked people. You can also contact us using the form below.

Privacy and notifications

Open Home → gear icon → Privacy & AI to manage AI story help and automatic face matching separately. Switching a feature off does not delete your photos or existing stories. The Terms & privacy area brings together Terms, Privacy, Cookies, AI & faces and Company information.

Notifications are optional. Where available, use Notifications in Settings for in-app preferences and your device’s settings for permission to show alerts.

Edit your profile and log out

Open You, or your account icon on a phone. Choose Edit name to change your display name, or the profile photo control to select a new picture.

Open Home → gear icon → Log out to end this session. Logging out leaves your saved photographs and stories in your account.

Remove your account

Open Home → gear icon → Account Management → Remove my account. Read the warning carefully and type delete in lowercase. Complete the final removal step only when you are sure.

Removing your account permanently removes the account and Memory Boxes you own. It also removes your recordings and story text from saved stories within Memory Box. Other people keep their saved photographs and their own stories. Files already downloaded outside Memory Box cannot be recalled. Save anything you want to keep first; see the Privacy Policy for more detail.

If something is not working

• No microphone: open Home → gear icon → Microphone access for your device’s instructions. Check permission and whether another app is using the microphone.
• No sound: check your volume, output device and the player’s play button.
• Upload paused: keep the page open, check your connection and use the retry option if offered.
• Cannot find your memories: sign in with the account you used when saving them. A different email address may open a different account.
• Invitation will not open: use the original link and ask the sender to check that access is still available.
• Still stuck: open Contact us below. Include what you were trying to do, the error message and your device/browser. Do not include passwords or sign-in codes.