Remem support

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

Sign-in and Premium

Make sure you are using the intended Clerk account and sign-in method. Premium plans, prices and purchase controls appear only after sign-in. Signing in never starts a charge and does not grant Premium. It automatically reconciles an eligible purchase owned by that exact Remem account, including when the same account is used on Remem Web. Signed-in Free and Premium use the same local-first encrypted Sync on web, Android and iOS. Signing out hides personal content and stops active Sync without silently deleting the retained account collection. Account deletion and local-data removal are separate explicit actions.

Web payments use Stripe Checkout through RevenueCat’s secure hosted purchase flow. For an eligible transaction processed in Managed Payments mode, Stripe’s Link service is shown as merchant of record and handles payment, applicable indirect tax, fraud, disputes and transaction support. If checkout uses standard Stripe Billing instead, Remem is the seller and the checkout terms identify that boundary before confirmation. Phone purchases are handled by Google Play or Apple’s App Store on the relevant platform. Remem does not receive card or bank details.

One eligible Premium purchase works on Remem Web, Android and iOS after it is linked to a Remem account. Use the same Remem sign-in on every device. A web purchase does not become a separate Apple or Google store transaction; the linked Premium entitlement is what unlocks the phone app.

Manage or cancel recurring billing with the provider used for the purchase: Remem’s web subscription-management link for a web purchase, Google Play for Android or Apple’s App Store for iOS. Deleting a Remem account does not cancel a subscription.

Dispute an unauthorised transaction

If you believe a Remem purchase made through our alternative billing system was not authorised by you, email support@tryremem.com with the subject “Unauthorised transaction dispute”.

Please include the email address used for your Remem account, the transaction or receipt reference, and the transaction date, amount and currency. Do not send your full card or bank details, password, access token, recordings or private note text.

We will review the report, identify the payment provider that processed the transaction and explain the appropriate dispute or refund route. Where a third-party payment provider is responsible for the transaction, we will direct or escalate you to that provider’s dispute process. Where Remem is the seller, we will investigate and handle any eligible refund through the original payment provider.

For purchases made through Google Play or Apple’s App Store, use the relevant store’s purchase-support or refund process. Remem can help identify which route applies.

Encrypted Sync

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.

Sync is subject to the service limits in force for the signed-in account; Remem does not promise a fixed storage quota or retention window here. Premium ending preserves and synchronises every existing pin and photo and allows them to be managed. It blocks only another admission at the applicable Free boundary until the count falls below it. Sync is not a guaranteed backup, version-history or recovery service.

On Remem Web, Android and iOS, eligible pins, note text, saved precise locations, recordings, eligible photos, deletions, language, region, date format, time format and week start can synchronise automatically for the signed-in Free or Premium account. Other settings cannot. A deliberate eligible-pin deletion can also synchronise and remove that pin from another connected device after conflict checks. Remem keeps offline changes queued and Sync runs while Remem is open, in the foreground and connected; background delivery is not guaranteed.

If Remem reports a sync conflict, it has not silently overwritten either version. Android and iOS automatically preserve both pin versions as separate pins in the same account collection. On Remem Web, review the conflict and choose Keep this device or Use other device. If sync appears delayed, keep Remem open in the foreground with a working connection.

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 app reports whether online account deletion completes or needs a retry; do not treat an unconfirmed attempt as complete. Associated encrypted cloud data is included in the cleanup. Account deletion and local-data removal are separate explicit actions. The in-app deletion flow states its current scope and warnings before confirmation.

RevenueCat customer deletion does not cancel an active subscription or delete the payment provider’s transaction records. Cancel the subscription separately through the provider used to buy it. 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.