Momento Support

Sign in to create and manage an event. To join as a guest, scan the host’s QR code or open their invitation link, enter your name, and join. Guests do not need to register; Momento uses an anonymous session to associate their participation and photos with the event. If joining is unavailable, ask the host to check the event’s timing, guest limit and your access.

Use the same Apple, Google or email sign-in method you originally used. Check that you entered the correct email and look in your spam folder for an email sign-in code. If you used Apple Hide My Email, your account may use an Apple relay address. Guests should return using the same browser or device session; a new session may not recover their earlier participation. If you still need help, email support with your sign-in method, display name and an event name or invitation code. Never send a sign-in code or password.

Allow camera access in your device or browser settings and check your internet connection. On the web, open the invitation in Safari or Chrome if an embedded browser cannot retain your session. Keep Momento open and check the photo’s upload status. Photos waiting to upload remain on your device until the upload succeeds. Avoid clearing browser storage, clearing app data or uninstalling while uploads are pending. Uploads close when the event ends; if a photo is rejected or the issue persists, contact support with the event name and error message.

The host sets the guest reveal time, shown by the album countdown. The host can view photos before that time. After reveal, active guests can view all available event photos or only their own, according to the host’s visibility setting. Photos from removed participants are hidden from the gallery. Ask the host about an event’s reveal or visibility settings.

The host chooses the shot allowance when creating the event. Available packages and unlimited-shot upgrades are shown before purchase. Deleting a photo does not restore a used shot. Uploading photos also depends on the event still being open.

Events with no successful paid purchase are subject to automatic deletion 15 days after they end. Download photos you want to keep before then. Events with a successful paid purchase are excluded from this automatic 15-day rule, but the host can still delete the event or their account. Keep your own copies of important photos.

Upgrades apply to the selected event and activate after payment verification. Check the event you purchased for and whether payment completed; pending or failed payments do not activate an upgrade. If you were charged but the feature is missing, contact support with the event name, payment channel, order or transaction reference, purchase date and a screenshot with sensitive payment information hidden. Avoid making another purchase to troubleshoot the same charge. Purchases are event upgrades, not auto-renewing subscriptions.

For an App Store purchase, follow Apple’s refund instructions. For a Google Play purchase, follow Google Play’s refund process or contact support. For payOS payments, email us with your order reference. Eligibility follows the payment channel’s rules and applicable law; a request does not guarantee a refund. Account deletion does not automatically request or issue a refund.

Open Settings → Account → Delete Account in Momento and confirm. This permanently removes your account, profile, participation and contributed photos, and every event you host with all photos in those events, including guests’ photos. Download the photos you want to keep first. Payment records remain separately with references to deleted accounts and events removed. If you cannot access the app, request account and data deletion by email. See the full deletion instructions and retained-data information.

Email developer@teasersoftware.com with the event name or invitation code, the photo or account involved, and a description of your concern. Share only the information needed to locate the issue; do not forward sensitive or unlawful images. You can also contact us to request access, correction, export or deletion of personal information. We may need to verify your identity or authority. Read our Privacy Policy for details about data use, sharing and retention.