Before emailing
Include information that helps reproduce the issue:
- device model and operating-system version;
- Remem app version;
- whether the device was online or offline;
- the action you selected and the exact safe error message;
- whether the issue concerns local saving, sign-in, purchase linking, address lookup or deletion.
Do not send your Clerk token, payment details, full recordings or private note text. If a screenshot is useful, remove unrelated personal content first.
Local recording or pin saving
Offline use
Local recording and pin saving are designed to remain usable offline. Keep the app open if it says a recording or note is retained, then use its Retry or Discard action before starting another capture.
Permissions
Check microphone permission for recording and foreground location permission for location features. A missing address should not prevent a local pin from saving.
Sign-in and Premium
Make sure you are using the intended Clerk account and sign-in method. A signed-in account can link an eligible purchase identity. Encrypted cloud backup and restore are not enabled in this version.
Purchases and subscription billing are handled by Google Play or Apple’s App Store on the relevant platform. Remem does not receive card or bank details. Use the app’s Restore purchases action with the eligible store account if Premium is missing. Android and iOS purchases do not automatically transfer between stores.
Manage recurring billing or cancel a subscription in the relevant app store. Refund requests and decisions are also controlled by that store. After a store decision, reopen Remem while online so it can refresh the entitlement. Restore purchases works only while the store still reports an eligible purchase; it cannot reverse a refund or revocation. Deleting a Remem account does not cancel a store subscription.
Encrypted backup and restore
Signing in or linking a purchase does not create a remote backup. Do not assume an operating-system backup includes Remem data; Android device backup is disabled for Remem. CSV and GPX exports do not include recordings and are not a complete backup.
If encrypted backup is enabled in a future release, the app and these support pages will show its availability, requirements and safe instructions before it can be used. Local data remains on the device.
Address lookup
Remem first tries the phone’s native address service. If it cannot resolve a useful address, Remem can show a local Plus Code or rounded coordinates.
Remote OpenCage lookup is limited to a signed-in, purchase-linked Premium user. The app sends a Clerk bearer token and a coordinate rounded to 4 decimal places through Remem’s Vercel service, which verifies the live entitlement first. That coordinate remains precise location data. If offline or verification fails, the local/native fallback remains available.
Delete an account
While signed in, use Delete account in the app. Remem first asks its deletion service to prepare a durable, account-bound cleanup job. It then asks Clerk to delete the sign-in account and attempts to reset the on-device RevenueCat purchase identity before completing the prepared cleanup. If the app closes, the deletion service can independently confirm Clerk account absence, fence new writes and resume cloud and RevenueCat erasure. The cloud fence uses a one-way pseudonymous key. A separate RevenueCat retry guard retains the opaque Clerk user identifier previously used as the RevenueCat app-user identifier, plus expiry and retry metadata, so a purchase profile recreated by a stale device can be re-deleted. These safeguards are renewed while deletion is incomplete, retained for 30 days after completion, and then automatically deleted. They contain no note content, locations or recordings. The production deletion service is not currently configured, so online account deletion cannot yet complete. This version creates no Remem encrypted cloud backup. Local pins and recordings remain on the device. The separate Delete account and all local memories choice also removes local pins and retained recordings from that device after account deletion completes.
RevenueCat customer deletion does not cancel an active app-store subscription or delete the store’s transaction records. Cancel the subscription separately in the relevant store settings. If Remem reports that an online deletion step could not be confirmed, email support with the safe status message so the concern can be investigated.
If you cannot access the app, use the dedicated Remem account-deletion request page. It provides a Remem-specific email request that works without reinstalling the app. Support verifies ownership before changing provider data and will not claim deletion has completed until the relevant provider outcomes are confirmed. Never send a password, sign-in code, access token, store receipt, payment details, private note text, location history or a recording. An external request cannot erase local-only pins or recordings from a device.
Privacy or security concern
Read the privacy notice for details about local data, Clerk, RevenueCat, Supabase, Vercel and OpenCage. For a privacy or security concern, email support@tryremem.com and include only the information needed to investigate it.
Ideas and product feedback
For suggestions about how Remem could be clearer or more useful, email feedback@tryremem.com. Use support@tryremem.com when you need help with the app or your account.