Find help with setting up your frame, purchases and privacy. Momenter works on iPad with iPadOS 26 or later.
Contact
Email [email protected] with a description of the problem, your iPad model, app version and iPadOS version. If something goes wrong, include the steps that led to it and the exact error message.
Please do not send private photos, location data, passwords or payment details. Read how support messages are handled.
What is free?
Playing All photos is always free, using the photographs you have allowed Momenter to access. Playing Favourites or a chosen album requires an active trial or Complete Unlock. Marking photos as favourites does not require a purchase.
How does the 14-day trial work?
Open Momenter’s Settings → Trial and purchases → Start 14-day free trial, then confirm with Apple. The trial starts only when you activate it. The screen shows the local Complete Unlock price before you start.
There is no subscription or automatic charge. When the trial ends, All photos stays free. Starting a frame from Favourites or a chosen album requires the one-time Complete Unlock purchase. A frame already running continues, and your settings and favourites are preserved.
The trial runs for 14 days from its original activation. Restoring purchases or reinstalling the app does not restart it.
How do I restore Complete Unlock?
Use the Apple Account that made the purchase for Media & Purchases on your iPad. Then open Momenter’s Settings → Trial and purchases → Restore Purchases. Apple may ask you to sign in. An active trial can also be restored, keeping its original end date.
If the purchase is missing, check the Apple Account used on your receipt and try again with an internet connection. You do not need to buy Complete Unlock again to restore an existing purchase.
Prices or purchases are unavailable
Check your internet connection and open Trial and purchases → Reload prices when that option appears. If Apple is waiting for purchase approval, access becomes available after approval and verification. If a purchase succeeded but access has not updated, try Restore Purchases.
If the problem continues, email us the exact message. You can still use All photos without a trial or purchase.
Refunds and billing
Apple handles App Store billing. To request a refund, visit reportaproblem.apple.com using the Apple Account that made the purchase. Eligibility depends on the purchase and your country or region; see Apple’s refund instructions. Your statutory consumer rights are unaffected.
Photos are missing
Check Settings → Privacy & Security → Photos → Momenter on your iPad. With limited access, only the photos you have allowed are available. Full access is needed for album browsing. Favourites includes only the photos you have allowed. Also check that your selected album still exists and contains photographs.
Favourites in Apple Photos
Tap a displayed photo to show its controls, then use its heart to mark or unmark it as a favourite in Apple Photos. Tap the heart again to reverse the change. Each photo in a portrait pair has its own heart. This changes the photo’s favourite status; it does not alter the image, capture date or recorded location, and it does not delete the photo. Apple Photos may sync favourite changes through iCloud according to your settings.
The heart is available when Apple Photos allows that photo to be edited. If an earlier version created a “Momenter — Saved Photos” album, it remains in Apple Photos and can be selected through Album.
Using the frame offline
Photos already available on the iPad can be shown without downloading them. Images stored only in iCloud need a connection. An entire album may not be available offline, and Apple Maps location-name lookup also needs access to Apple’s service.
Date and location captions
“Show photo metadata” displays the capture date and recorded coordinates when available. “Use Apple Maps for location names” is a separate optional setting. Enabling it asks permission to send photo coordinates to Apple Maps; it does not send the photograph. You can turn it off while keeping local metadata captions.
Changing privacy choices
Turn off location names in Momenter’s Settings to stop new lookups. Change Photos access in the iPad’s system Settings. Deleting the app does not delete your original photos or albums, or undo changes to Favourites in Apple Photos. See the app privacy policy for details.