A real person, usually within a day.
Everything below is what we’d tell you over email anyway, so you can skip the wait if you want. If your answer isn’t here, write to us and we’ll sort it out.
1. Getting help
Email hello@remembr.dk. Tell us your name and, if it’s about a book, roughly when it arrived, that’s usually enough for us to find your order.
- Most emails get a reply within 1 business day.
- Damage claims are prioritised and usually answered the same day.
- We work weekdays. Weekend emails get picked up Monday morning.
It’s a small team of humans reading these. No bots, no ticket numbers, no phone tree.
2. How a book gets made
Every photo on your phone gets a quality score on-device, and the keepers float to the top. We lay them out, design a cover, and send you a preview a few days before printing, where you can swap anything you don’t like. Once the preview locks, the book is printed by our print partner and posted to you. You don’t have to design anything, most people just tap “looks great.”
3. What happens to my photos
Almost everything stays on your phone. We never upload your library, the scoring runs on-device, and only a small shortlist of likely keepers is sent through our backend to our AI partner (Anthropic) to fine-tune the order, layout and captions. The finished, flattened PDF then goes to our print partner so it can be printed. We don’t sell your photos or your data, ever, and the full detail is on our privacy page.
4. Turning AI photo analysis off
Open the app and go to Profile → Privacy, then switch off the AI layout pass. From then on nothing leaves your phone for analysis, and your books are laid out entirely on-device.
You still get a book. The layout is a little less tailored and captions fall back to simple dates and places, which some people prefer anyway. You can turn it back on at any time in the same place.
5. How long delivery takes, and tracking an order
Your book goes to press a few days after the preview locks, and printing plus delivery typically takes 5–10 business days. You don’t have to guess, the app shows the estimate for your specific order before you pay, because our print partner quotes it per order from the facility nearest you.
You’ll get an email with a tracking link the moment your book leaves the press, and the same link lives in the app under your order. If tracking hasn’t moved in five days, email us and we’ll chase the carrier for you.
6. The book arrived damaged or misprinted
Email hello@remembr.dkwith a photo of the problem. A photo means we don’t have to ask questions, we just reprint, and it also tells our print partner what went wrong at their end.
We’ll send a fresh copy within about 7 days at no charge, and you keep the original, there’s nothing to post back. Please open a claim within 14 days of delivery so we can still raise it with the printer.
7. Refunds and cancelling an order
Up until the preview locks you can swap photos, change the cover, update your address, or skip the book entirely from the preview screen. Once it’s at the press we can’t pull it back, but you’re not stuck with it.
If you don’t love a book, email us within 30 days of it arriving and we’ll refund that book in full, no questions and nothing to return. Refunds go back to the original payment method within 3 business days. The returns page has the full policy.
8. Cancelling your subscription
In the app, go to Profile → Subscription. That opens your billing page at Stripe, where you can change plan, update your card, or cancel outright. Your subscription is billed by Stripe rather than through Apple, so it won’t appear under Subscriptions in your iPhone settings, this is the place instead.
If you’d rather we just did it, email hello@remembr.dkand we’ll cancel it for you the same business day.
Cancelling stops all future billing and all future books. A book already at the press will still arrive, and every book you’ve already received stays yours. We won’t ask you why or send a save-me email.
9. Deleting your account
In the app, go to Profile → Delete account. It wipes everything remembr has stored on your phone, your books and drafts, your settings, your shortlists and cached previews, and if you signed in with Apple it revokes that sign-in too. There isn’t a separate account record on our servers to remove. It’s permanent, and we can’t rebuild a past book afterwards.
Two things it deliberately doesn’t do. It doesn’t touch your phone’s photo library, those are your photos and we never held a copy. And it does not cancel your subscription: billing runs through Stripe, independently of the app, so cancel first (section 8) or you’ll keep being charged with no app left to manage it from. Stripe keeps the payment records that tax law requires.
10. Still stuck
We’re on Instagram and X, and DMs are open. They’re slower than email and we can’t look up an order there, so for anything about a specific book, write to hello@remembr.dk instead.
11. Privacy and terms
What we collect and who we share it with is on the privacy page. The agreement between you and remembr, including billing and the $1 reservation, is on the terms page. Both are written to be read, not skimmed past.