What you'll learn: When credits come back on their own, when to ask, and what we can't refund.
Automatically
If a Keepsake fails, we tell you why and put your credits back. You don't need to do anything.
When you ask us
Write to us within 30 days and we'll put your credits back if:
- You were charged by mistake
- Something broke on our side partway through
- Your video came out with no voice
- The file won't play
What we can't refund
These are matters of taste, so we can't give credits back for them:
- The face isn't quite right
- You don't like the voice or the music
- The mood or color isn't what you pictured
Tip: Email support@myfamilystory.com with the name of the Keepsake and what went wrong.