Browse common questions below or reach out directly — we're a small team and we actually read every message.
Email us at support@heirloomify.ai and we'll get back to you within one business day. For billing questions: billing@heirloomify.ai. For privacy concerns: privacy@heirloomify.ai.
Visit heirloomify.ai and click Sign Up, or use Sign In with Google for a one-click setup. Once verified, you'll be prompted to create your first family vault.
A vault is a shared space where all your family's photos, videos, and documents live. Think of it as a private photo library that only the people you invite can see. You can have separate vaults for different families or branches of a family — for example, one for your immediate family and one for your extended family reunion archive.
From the main vault view, click Upload and select files from your computer or mobile device. You can also drag and drop directly into the browser window. For large collections, consider linking your existing cloud storage (Dropbox, Google Drive, OneDrive, or Amazon S3) from the Settings → Cloud Connectors page — no upload required.
Yes. The Heirloomify app is available for iOS (iPhone and iPad) and Android. Search for "Heirloomify" in the App Store or Google Play. The app gives you full access to browse, upload, and manage face tags on the go.
Select photos in the grid view and use the Add to Album option in the toolbar. You can create albums for events, time periods, or any grouping that makes sense for your family. Photos can belong to multiple albums without being duplicated.
Heirloomify supports all common image formats (JPEG, PNG, HEIC, TIFF, RAW) and video formats (MP4, MOV, AVI, MKV). Documents such as PDFs and scanned documents are also supported. If you have a format not listed here, contact us and we'll let you know.
Yes. Heirloomify stores your originals exactly as uploaded — no compression, no quality reduction. We may generate smaller preview versions for faster browsing, but your original file is always available for download.
Select the item in the grid and choose Delete from the options menu. Deleted items are moved to a trash bin and permanently removed after 30 days, giving you time to recover anything removed by mistake.
Go to Settings → Family Members and click Invite. Enter the person's email address and choose their role. They'll receive an email with a link to join your vault. They'll need to create a free Heirloomify account if they don't have one.
There are three roles:
Yes. Go to Settings → Family Members, find the member, and click Remove. They will immediately lose access to the vault. Content they previously uploaded remains in the vault.
Send2Heirloom lets you authorize a digitization vendor (a company that scans physical photos, slides, or film) to upload directly to your vault. Instead of receiving a USB drive or a download link, the vendor delivers the files straight into your Heirloomify vault. Contact support@heirloomify.ai to learn which vendors are currently supported or to register your own vendor account.
When enabled, Heirloomify's AI scans your uploaded photos to detect faces and groups similar ones together. You then tag a name to a group, and future uploads are automatically matched to known people. All processing happens on secure cloud infrastructure — no third-party AI service receives your photos.
No. It is completely optional. You can use Heirloomify for storage and sharing without ever enabling face recognition. To enable or disable it, go to Settings → Face Recognition. Disabling it will delete all stored facial data from your account.
Never. Facial recognition data — the mathematical embeddings used to identify people — are stored privately in your vault and are never sold, shared with third parties, or used for any purpose outside of helping you tag and search your own family photos.
Heirloomify currently supports Dropbox, Google Drive, Microsoft OneDrive, and Amazon S3. We're actively working to add more. If you use a service not listed here, let us know at support@heirloomify.ai.
Not unless you ask it to. By default, linking a cloud account creates an index — Heirloomify reads your file names and metadata so you can browse and search them from one place, but the files remain in your existing cloud account. You can optionally trigger a migration to move files into your Heirloomify vault on Google Cloud Storage.
Go to Settings → Cloud Connectors, find the connection, and click Disconnect. This removes our stored access tokens and stops all future access. The index entries in Heirloomify are also removed. Your files in the connected account are not affected.
Go to Settings → Billing to view your current plan and upgrade or downgrade at any time. Changes to a higher plan take effect immediately. Downgrades take effect at the end of your current billing period.
You can cancel anytime from Settings → Billing → Cancel Subscription. You'll retain full access through the end of your paid period. After that, your vault will shift to a read-only state. Your data is retained for 90 days after cancellation, giving you time to download your files before they are removed.
Go to Settings → Export and request a full archive of your vault. We'll package your files and email you a download link when it's ready. Large vaults may take several hours to prepare.
Go to Settings → Billing → Manage Payment. This opens a secure Stripe-hosted portal where you can update your card or billing details. We never store your full card number — all payment processing is handled by Stripe.
A beneficiary is someone you designate to receive access to your vault if you are no longer able to manage it yourself. You can specify the level of access they receive and the conditions under which they gain access. This ensures your family's memories are never lost.
Heirloomify periodically sends you a check-in email asking you to confirm you're still active. If you don't respond within a configurable grace period, your designated beneficiaries are notified and granted the level of access you specified. You can configure the frequency and grace period in Settings → Legacy Planning.
Yes. From Settings → Legacy Planning you can send a test notification to your beneficiaries so they know what to expect. This doesn't grant them any access — it just lets them see the email they'll eventually receive.
Only you and the family members you explicitly invite. Heirloomify staff do not access your content except in rare cases needed to resolve a technical support issue you've reported — and only with your permission.
You can delete your account from Settings → Account → Delete Account. This permanently removes your personal data and all uploaded content within 90 days. Alternatively, email privacy@heirloomify.ai to request deletion directly.
Immediately change your password from Settings → Account → Change Password and review active sessions to sign out any unrecognized devices. Then email support@heirloomify.ai so we can investigate and help secure your account.
First, try refreshing the page. Large files (especially RAW or high-resolution video) can take a few minutes to process before they appear. If the issue persists after 10 minutes, check that the upload completed without a browser error. If you're uploading from mobile, make sure the app has permission to access your photo library. Still stuck? Email us the file name and format.
Browser video playback depends on the format. Most MP4 (H.264) files play in all modern browsers. Older formats like AVI or MOV may need to be transcoded. Try downloading the video and playing it locally. If you'd like the video converted for better browser compatibility, contact us.
Check your spam or junk folder first — invitation emails from noreply@heirloomify.ai are occasionally filtered by aggressive spam filters. If it's not there, ask the family member who invited you to resend the invitation. If the problem continues, contact support@heirloomify.ai.
First, make sure you're running the latest version of the app from the App Store or Google Play. If the problem persists, try logging out and back in. For iOS: go to Settings → General → iPhone Storage, find Heirloomify, and tap Offload App, then reinstall. For persistent crashes, please email us a description of what you were doing when it happened — screenshots or screen recordings are very helpful.
We're a small team and we read every email. Don't hesitate to reach out.
