How can we help?

I forgot my passphrase. What can I do?

If the app still opens on your phone

Don’t delete or reinstall it. Your data is fine. Do these now, so you can get back in on a new phone later:

1. Set up recovery questions. In the app, go to: Settings → Privacy → Your security → Set up recovery You don’t need your old passphrase for this. Once it’s set up, your answers can restore your backup on a new phone instead of your passphrase.
2. Optionally, export a copy (see Getting your data out) as an extra backup you keep yourself. An export is a readable archive. It can’t be loaded back into the app.

If you’re setting up a new or reinstalled phone

You can still get your data back if you set up recovery earlier:

1. Sign in with the same Apple or Google account you used before.
2. After three wrong passphrase attempts, the app offers recovery.
3. Answer your three security questions. Your library restores from your cloud backup.

Recovery doesn’t reveal your old passphrase. Your answers unlock your backup instead.

You need both your sign-in account and the correct answers. Either one alone won’t work.

If you get the answers wrong 5 times, wait 24 hours and try again.

Didn’t set up recovery? If you didn’t set up recovery, or you’ve lost access to your sign-in account or forgotten your answers, no one can decrypt the backup, including us. We’re sorry. This is the trade-off that keeps your data private from us too.

I got a new phone. How do I move my data?

You have two ways:

Switching between iPhone and Android? Use device-to-device transfer before you reset or give away your old phone. Cloud restore doesn’t fully support moving between platforms.

Moving just a few memories? Use Send a copy, one memory at a time. It works between iPhone and Android, just like sharing with another person. Reminders come across only for dates still in the future, and the new phone needs an active subscription or trial to accept a shared memory.

I restored my backup, but some documents show “not on this device”

That’s expected, and your data isn’t lost.

Your memories, notes, tags, and reminders live in the encrypted backup. The actual files (photos, PDFs, audio) are stored separately:

• If you connected Google Drive, those files are in your own Drive and can come back with it.
• If you didn’t, the files were only ever on your old phone. Use device-to-device transfer to bring them across, or add them again.

Why does the app ask for Google Drive access?

Only to store your document files in your own Drive.

We ask for the drive.file permission, which lets the app see only the files it created. It can’t see the rest of your Drive.

For each document, you choose whether its file is stored encrypted (the default) or readable in your Drive. Readable files can be opened by anyone with access to your Drive, including Google.

Connecting Drive is optional.

My reminders aren’t arriving

Check that notifications are turned ON for Remember4Me in your phone’s Settings.

Reminders are scheduled on your phone, so they also won’t go off if the app was uninstalled or the phone was off at the scheduled time.

The microphone button isn’t showing

Voice dictation runs entirely on your phone. It needs microphone and speech-recognition permission.

It’s currently available in English only, so the mic button is hidden for other languages.

How do I share a memory with someone?

Use Send a copy. The whole memory, with its documents, notes, and reminders, is encrypted on your phone. The other person opens it in their own Remember4Me app with the QR code or share code you give them.

• Reminders are set on their phone only for dates that are still in the future.
• Memories marked as sensitive (PII) also need a passcode, which you choose and give them separately.

Things to know

• Treat the code like a key. Anyone who has it can open the copy until it’s collected or expires. Send it straight to the person, not in a group chat or public post.
• For anything sensitive, mark the memory as sensitive so a passcode is needed too. Send the passcode a different way (for example, tell them by phone), not in the same message as the code.
• You can’t un-send it. Once someone has opened it, they can keep that copy.
• The other person needs an active subscription or trial to accept it.
• Once they’ve opened it, the copy is removed from our relay. If it isn’t collected, it expires after 14 days.

Getting your data out

In the app, go to: Settings → Download my data This builds a portable archive (a zip file) of your data, including your documents, that you can save or send elsewhere. You confirm it’s you with Face ID, Touch ID, or your device passcode first.

• The archive isn’t encrypted. Anyone who gets the file can open it. Save it somewhere private, not a shared folder or an email you might forward.
• It’s a copy for you to keep. It can’t be loaded back into the app.
• Each export can be up to about 200 MB. If your library is larger, the app asks you to download it in smaller batches, for example one memory at a time.

Export works even if your subscription has ended. We keep it available so that stopping a subscription never traps your data.

Subscriptions and billing

Prices Prices and billing periods are shown in the app and on the store listing before you buy.

Cancel or manage your subscription Use your Apple or Google account settings; the app links you straight there. Cancelling through your store account is the only way to stop renewal.

Refunds Refunds are handled by Apple and Google, not by us. Ask for one on Apple’s refund page or in your Google Play order history. We generally can’t issue refunds for store purchases.

Charged incorrectly? Contact us anyway, and we’ll help you work it out with the store.

What happens if my subscription ends?

You don’t lose your data. After a 14-day grace period, your library becomes read-only:

Resubscribing restores everything immediately.

Want a readable copy of everything? Files in your own Google Drive are stored encrypted by default and can’t be opened outside the app, unless you chose to keep a file readable. For a readable copy, use: Settings → Download my data

Deleting your account

You can delete your account at any time in the app: Settings → Delete account This deletes your encrypted backup from our servers and erases the app’s data on your phone.

Two things it doesn’t do:

• It doesn’t cancel your subscription. Cancel it first in your Apple or Google account settings, or you’ll keep being charged.
• It doesn’t delete files in your own Google Drive, or copies you’ve already shared with other people. It disconnects the app from your Drive. To remove those files, delete the Remember4Me folder in Drive yourself.

No longer have the app? Delete your account on the web at remember4me.gramjee.com/account/delete. Sign in with the same Apple or Google account and type DELETE. It deletes what we hold on our servers.

If the app is still installed and signed in on a device, that device keeps its data and may back it up again. Delete the app from every device first.

Can’t sign in at all? For example, you no longer have access to the Apple or Google account you used. Email support@gramjee.com with your Account ID, and we can delete what we hold on our servers. We can’t erase the data on your device or disconnect Google Drive for you, so deleting in the app is the best way whenever you can sign in.

Where to find your Account ID Open the app and go to: Settings → Privacy → Your security → Your account ID It looks like 7K3M-9QXA-B2RT. You can only see it while signed in, so copy it somewhere safe now. Without it, we can’t find your account from an email address alone.

Deletion is permanent. Export anything you want to keep first.

For full details, see Delete your account.

Reporting a bug or asking for a feature

Use feedback in the app. It’s the fastest way and gives us the version details we need: Settings → Share feedback You can include your email if you’d like a reply. If you don’t, your message is sent without it, so we can’t reply.

When reporting a bug, it helps a lot if you can tell us:

• what you were doing when it happened
• what you expected, and what happened instead
• whether it happens every time

Please don’t send us screenshots of sensitive personal documents. We don’t need them, and we’d rather you kept them private.

Privacy and security

• Privacy Policy: what data the app handles and where it goes.
• Terms of Service
• Legal notices and arbitration opt-outs: email legal@gramjee.com. See Section 18 of the Terms of Service.

The short version Your memories, documents, and notes are encrypted before they’re backed up. We don’t have the key to read them, we don’t sell your data, and this version of the app doesn’t send your content to any AI service.

One exception to know Tag names are sent to our server to suggest popular tags, so please don’t put personal details in tags. Use notes instead, which are encrypted.

Found a security problem? Please email security@gramjee.com with the details rather than posting publicly. Please don’t access other people’s data, run tests that disrupt the service, or keep any data you come across. We’ll respond as quickly as we can.