Support
Write to us
For anything — a question, a problem, an idea, or something that doesn't feel right:
support@heirloom-book.com
Heirloom is made by a two-person team. A human reads every email.
Common questions
How do I cancel my membership?
Your membership is billed by Apple, not by us. To cancel: open Settings on your iPhone → tap your name → Subscriptions → Heirloom → Cancel Subscription. You keep membership features until the end of the paid period.
How do I get a refund?
Refunds for App Store purchases are handled by Apple. Visit reportaproblem.apple.com, sign in with your Apple ID, and choose the Heirloom purchase.
How do I withdraw something I sent?
In the app: You → Shares you've sent → Withdraw. Or use the withdraw link in the confirmation email you received when you sent it. Once withdrawn, the recipient's link stops working and the shared media is deleted from our servers.
How do I delete my account?
In the app: You → Sign out & account → Delete my account. This removes your account record, your sessions, and your Shelf from our servers. Your own memories live on your device and are untouched. You can also email us and we'll do it for you.
How do I get my memories out?
You → Export every entry, photo, and recording produces a single zip file with everything inside — text, audio, photos, in open formats.
Something in a family book doesn't belong there?
Long-press the entry (or open it and tap ⋯) and choose Report entry — reports reach a human at abuse@heirloom-book.com and are reviewed within 24 hours. The book's keeper can remove any entry immediately, and you can block another member across the service. If you wrote it yourself, Remove from the book deletes it for everyone.
Received an email you didn't expect?
Heirloom sends email only when a real person enters your address to share a memory with you. If you don't know the sender, you can simply ignore the email — nothing happens unless you open the link. To report abuse, forward the email to support@heirloom-book.com and we'll withdraw the share and block the sender.
Alma Innovations Ltd.