Support
Let’s get your story moving.
Quick answers for finding memories, editing, AI Director, Story Pass and saving your finished video.
Common questions
Start here.
Why don’t I see all my trips or days?
Open iPhone Settings → Privacy & Security → Photos → Memories and choose Full Access. Leave the app open briefly while on-device grouping completes. Very small groups or moments without usable dates may not become a memory.
Why is AI Director unavailable?
Check your connection and try again. AI Director needs explicit permission and at least one eligible selected moment. Your on-device First Cut remains available even if the AI request fails.
What does Story Pass unlock?
Story Pass is a one-time purchase for the memory shown on the purchase screen. It unlocks the full-length 1080p story without a watermark. It is not a subscription.
I purchased Story Pass but the story is still locked.
Wait a moment and reopen that same memory. Make sure you are signed into the same Apple ID used for the purchase. If the charge completed and access still does not appear, keep the Apple receipt for support.
Where is my exported video?
Memories does not save videos automatically. After export, choose Save Video in the share sheet and allow Photos access. Your video should then appear in Recents.
Does Memories change or delete my originals?
No. Editing decisions only affect the story. Your original photos and videos stay unchanged in your Photo Library.
Which devices are supported?
The first release is designed for iPhone running iOS 17 or later. iPad support is planned for a later release.
Still stuck?
Tell us what happened.
Include a screenshot, what you tapped, and what happened next. We’ll help you get your story moving again.