Support

We reply within two business days.

Contact

Email heirloom@nextep.watch. If you're reporting a problem, include your iPhone model and iOS version.

Where are my memories kept?

On your iPhone, inside Heirloom. If iCloud is on for Heirloom, they are also kept in your own iCloud, so a new phone signed in to the same Apple Account gets them back and your other devices stay in step. We can never see that copy; the only other person who can is a parent you share a child with. Settings in Heirloom shows whether iCloud backup is on. They are also included in your normal iPhone backup. Any time, Settings › Export everything makes one .zip file with every memory, photo, video, voice note and growth number as plain files. It is a copy for you to keep; Heirloom can't load it back in. To move to a new iPhone, use iCloud backup.

Sharing a child with the other parent

Open Settings › Both parents, pick the child, and send the invitation (Messages, Mail or a link) to the other parent's Apple ID. The other parent needs Heirloom and iCloud on, and taps the invitation on their iPhone. The child then shows "Shared by" with your name. You both add memories and see each other's, and each memory says who wrote it and who edited it. It all goes through Apple's iCloud, never through us.

What happens when sharing stops?

The parent who shared can stop sharing in Settings › Both parents, and the other parent can remove the child from their iPhone (Settings, swipe the child, Delete). If the parent who shared stops sharing, you each keep a full copy of the journal as it was that day, every memory, photo, letter and measurement whoever added it, and carry on separately. The other parent's copy lives in their own iCloud and uses their iCloud space, photos included. If the other parent removes the child themselves, nothing stays on their iPhone, and the parent who shared keeps everything. If you each started your own copy of the same child before sharing, the two won't merge: share one, and the other parent opens that link.

"iCloud is full"

Heirloom says so in Settings when your iCloud storage has no room left. New memories are then kept only on this iPhone until there is room again. Free up space or add storage in iPhone Settings › [your name] › iCloud, and Heirloom carries on backing up. Nothing on your iPhone is lost.

Bought Heirloom Forever, still locked?

Open Settings in the app and tap Restore purchase. The unlock is tied to your Apple Account and returns on any iPhone signed in with it.

Does the other parent need to buy it too?

Writing together is free for both of you. Heirloom Forever (every child, the keepsake book and its cover, Send to Grandma and the year video) belongs to one Apple Account and isn't shared through Family Sharing, so each parent unlocks on their own iPhone. A child shared with you counts as one of your children, and making that child's book on your iPhone needs your own unlock.

The daily reminder isn't arriving

Check iPhone Settings → Notifications → Heirloom is allowed, and that the reminder toggle in Heirloom's Settings is on. Focus modes can silence it; add Heirloom to the allowed apps.

Printing the book

In Keepsakes › Book, choose Print this book for the printer-ready file. Trim size is 6 × 9 in (15.2 × 22.9 cm), portrait. The file already includes 0.125 in (3 mm) bleed on every side, so choose "bleed included" if the service asks, and print at 100%, not "fit to page". Pages come in a multiple of 4. Any print-on-demand book service or local print shop that accepts PDF will do.

Printing the cover

In Keepsakes › Book › Print this book, choose Save the cover file. It is one page with the back, spine and front, 0.125 in (3 mm) bleed and trim marks. The page shows the spine width for your book's page count; if your printer gives a different spine width for its paper, use theirs, or use your printer's own cover choices. A very thin book leaves the spine plain. Print at 100%.

Dark mode

Heirloom follows your iPhone's Display setting. To choose for yourself, open Settings › Appearance and pick System, Light or Dark. The book, the cover, the Send to Grandma picture and the year video always stay light, like paper.

Face ID lock

Turn it on in Heirloom's Settings. If Face ID fails, you can use your iPhone passcode. The lock uses your iPhone's own Face ID and passcode, nothing of ours, so there is no separate password to forget.

Voice notes don't record

Check iPhone Settings › Heirloom › Microphone is on.

Refunds

Apple handles every purchase and refund. Go to reportaproblem.apple.com, sign in, and choose the Heirloom purchase.