Marmalade Support

Getting in touch

Email support@marmalade-memories.com. That one address covers everything, whether it is a bug, a question about your plan, a billing problem or a privacy request.

We aim to reply within 48 hours. Marmalade is made by a very small team, so please allow us the full two days before chasing. If your message is about something broken, telling us your phone model, your app version and what you were doing just before it happened will usually save a round trip.

Your app version is in the app under Settings, at the bottom of the About row.

My sign-in code has not arrived

Marmalade has no passwords. You enter your email address and we send you a short code that signs you in.

If it has not appeared after a minute, check your spam or junk folder first, since a first message from a new sender often lands there. Make sure the address you typed is the one you signed up with, including which mailbox it forwards to. Codes also expire, so if you have been sitting on the screen for a while, ask for a new one rather than typing the old one.

If none of that works, email us from the address you are trying to sign in with and we will look at whether the message actually left our side.

Plans and storage

Marmalade is free to use. The free plan gives you 2 GB of storage and keeps video clips under 90 seconds. Everything else in the app, the timeline, moods, trips and maps, works exactly the same on every plan.

Paid plans only change how much room you have, and whether that room is shared with one other person. Solo plans give you 50 GB or 150 GB. Duo plans pool 100 GB, 250 GB or 500 GB between two accounts.

You can see all of them, and what you are currently on, in the app under Settings and then Manage plan.

Photos and videos upload exactly as your camera made them, at full quality with no shrinking, which is why storage is the thing you eventually pay for rather than features.

Billing, refunds and cancelling

Subscriptions are handled entirely by the App Store or Google Play, depending on where you installed Marmalade. Your card details go to Apple or Google and never reach us, so we cannot see them, charge them or change them.

To cancel, use your store rather than the app. On iPhone that is Settings, your name, Subscriptions. On Android it is the Play Store, your profile picture, Payments and subscriptions. Cancelling stops the next renewal and you keep everything you paid for until the current period ends.

Refunds are also handled by the store, because the store took the payment. Apple handles requests at reportaproblem.apple.com and Google through your Play Store order history. If a store turns you down and you think that is wrong, write to us anyway and we will see what we can do.

If you paid and the app still shows the old plan, give it a minute and reopen the app, since the confirmation travels from the store to us rather than from your phone. If it has not caught up, there is a Restore purchases button on the Manage plan screen. If that does not fix it, email us with the store receipt and we will sort it out.

Sharing with one other person

Duo plans let two accounts share one journal and one pool of storage. You invite the other person from inside the app and they join with the link you send them. There are no followers, no public profiles and no way for a stranger to find your memories.

If either of you leaves the plan, or the plan ends, the journal splits back into separate copies and you each keep everything you could already see. Nobody loses a memory because a subscription lapsed.

I am out of space

When you reach your plan's limit the app stops accepting new uploads. Nothing you have already saved is touched, and everything stays visible and exportable.

You have three ways out, and any one of them is enough. Move to a plan that fits what you have stored, delete enough from inside the app to get back under your limit, or export everything first and then clear space.

The only time we ever remove anything is if an account sits over its limit for 30 days after we have warned you by email. Even then we remove only as much of the oldest media as is needed to bring you back inside your plan, we never delete the memories themselves, and we never touch the other person's copies on a shared journal. You get reminders along the way and a final warning 48 hours before, so it should never be a surprise.

Getting your memories out

You never need our permission or our help to leave with everything.

In the app, go to Settings and then Export all my memories. On a computer, use marmalade-memories.com/export. Either way you get your photos, videos, voice notes and thumbnails at full original quality, plus a file holding your entries, moods, dates, places and coordinates.

Nobody reviews or screens an export. It goes straight to you.

Deleting your account

You can delete your account yourself, from inside the app, without emailing anyone. It erases your files from our storage and hard deletes your private memories rather than just hiding them.

There are a few honest exceptions, mostly about memories you already shared with someone else and about backups that age out. They are all written out on our delete account page.

Export first if you want to keep anything, because deletion is not reversible.

Something is broken

Tell us and we will fix it. The things that help us most are your phone model, your app version from the About row in Settings, roughly when it happened, and what you tapped just before.

If something failed while uploading, it is worth knowing that Marmalade keeps unfinished uploads and resumes them, so a weak signal or closing the app usually is not the end of it. Reopen the app on a better connection and give it a moment before assuming a photo is lost.

If you think a memory has genuinely gone missing, email us before deleting anything else, and say roughly when you saved it. That gives us the best chance of finding it.