Common Questions

Here are answers to the questions we hear most often. If yours isn't listed, check our other guides or reach out to support.

"Why can't I upload more photos or videos?"

The Free plan includes unlimited memories but caps media storage at 1 GB. Once your uploads add up to 1 GB, new media uploads are paused until you free up space or upgrade. Text-only memories (title and notes, no attached files) keep working regardless.

Fix: Either delete old photos/videos from the Media Library, or go to Account > Plan and choose Monthly ($12.99/mo) or Annual ($99.99/yr) to unlock 25 GB.

"Where did my trial go?"

Your 7-day free trial starts the moment you create your account, not when you first use a Premium feature. If it's been more than 7 days since you signed up, your trial has expired and your account has moved to the Free plan.

Check your status: Go to Account > Plan to see your current tier and when your trial started.

Nothing Is Lost

When your trial ends, all your memories, photos, Legacy answers, and files remain intact. You just can't add new content beyond the Free plan limits until you upgrade.

"Can I delete my account?"

Yes. Go to Account, scroll to the very bottom, and tap Delete Account. This permanently removes:

All your memories and notes
All uploaded photos, videos, and files
Your Legacy answers
Your family member roster
Your profile and account information

This Cannot Be Undone

Account deletion is permanent. There is no way to recover your data after deletion. Make sure you truly want to remove everything before proceeding.

"Is my data private?"

Yes, completely. All your memories, photos, voice recordings, and Legacy answers are private to your account. No one else can see them unless you explicitly share access.

Memories are stored in your personal, secured Firestore database
Uploaded files live in your private cloud storage
Legacy answers are visible only to you
Even our support team cannot browse your content

Memory Murals is designed for privacy from the ground up. Your stories belong to you.

"Can my family see my memories?"

Only if you choose to share. By default, everything you create is private. The Family feature lets you tag family members in memories, but they need their own account and your permission to see shared content.

"What happens if I stop paying?"

If your Premium subscription ends (cancelled or payment fails):

Your account moves to the Free plan
All existing content is preserved — nothing is deleted
You can view and edit everything you've already created
Memories stay unlimited, but new media uploads pause once you exceed the 1 GB Free storage cap
AI features become unavailable

You can resubscribe anytime to restore full access instantly.

"How do I change my email or password?"

Email: Currently, your email is tied to your sign-in method. If you signed up with Google, your email is managed through Google. For email/password accounts, contact support for help changing your email.
Password: Use the "Forgot password" link on the login page to reset your password via email.

Still Have Questions?

Go to Account > Help & Support to chat with our Guide Bot (instant answers) or email our team at support@memorymurals.com. We typically respond within 24 hours.