Support
How can we help?
Write to us about anything: a purchase, a portrait that didn’t turn out right, or a question about your photos. A person reads every message.
In the app
Open Settings › Contact Support. Your message includes your recent portrait IDs automatically, so we can see what happened without asking you for details.
By e-mail
Write to turhan@teddyapplabs.com. For a purchase question, include your Apple or Google Play receipt or its order ID.
A portrait failed
If a portrait can’t be finished, for example because of an error on our side or at one of our providers, the credit is returned to your balance automatically. You don’t need to ask. You can check it in Settings › Credit History, where it shows as a refund.
It doesn’t look like them
Open the portrait and tap Something off?. You can ask for one free retry per portrait for likeness, placement or lighting problems, and you can add more photos of your loved one at the same time. The things that help most:
- A clear, sharp photo where they face the camera, without sunglasses.
- More than one photo, from about the same time in their life.
- The original photo from your camera roll rather than a screenshot.
I paid but don’t see my credits
Check Settings › Credit History. Every purchase appears there with the credits it added. If it isn’t there after a few minutes, tap Settings › Restore Purchases. If it still doesn’t appear, contact us with your store receipt and we will sort it out.
Restoring purchases on a new device
On Android, sign in with the same Google Account in Reunily to recover unused credits. For an active Google Play subscription, also use Settings › Restore Purchases. Memories remain on the original device; save or share portraits before switching devices.
- If you signed in with Apple in Reunily, sign in with the same Apple ID on the new iPhone. Your unused credit balance follows you. Memories stay on the original device.
- The monthly plan comes back with Settings › Restore Purchases.
- If you didn’t sign in, your unused pack credits stay with the old iPhone. Apple doesn’t restore used-up purchases like credit packs. Contact us with your Apple receipts, and we will move your balance by hand.
Reinstalling Reunily on the same iPhone keeps your balance.
Cancel the monthly plan
Subscriptions are managed by Apple. On your iPhone, open the Settings app, tap your name, then Subscriptions, then Reunily, and tap Cancel Subscription. The plan stays active until the end of the period you have paid for. Deleting the app does not cancel the subscription.
On Android, open Google Play › Payments & subscriptions › Subscriptions › Reunily to manage or cancel your plan.
Refunds
For Google Play purchases, use Google Play’s refund process or contact support with your Google Play order ID.
On iOS, purchases are made through Apple, so refunds are handled by Apple. We cannot refund App Store purchases ourselves.
- Go to reportaproblem.apple.com and sign in with your Apple ID.
- Choose Request a refund, select the reason, and pick the Reunily purchase.
- Apple usually replies within a few days.
If a portrait fails, the credit is returned to your balance automatically, so you never need a refund for that. If a portrait finished but went wrong, try Something off? first: the retry is free.
Your photos and data
Read how we handle your photos in the privacy policy, or delete your data in the app or by e-mail.
Other questions
Does Reunily work offline?
No. Portraits are made on our servers, so you need an internet connection to create one. Portraits you have saved to Photos are on your phone and work offline like any other picture.
Which languages does the app support?
English at launch. More languages will follow.
Is there a web version or an Android app?
Yes. Reunily is now available on Android through Google Play.
I found a result that shouldn’t exist. How do I report it?
Open the portrait and use Report in the menu, or write to turhan@teddyapplabs.com. We review every report.