How can we help?

General help

support@preserveforever.photos

Anything about using the app — uploads, the Archive, shared albums, share links, sign-in problems, or billing. Email us from the address on your account where you can, so we can find it.

Your data and privacy

privacy@preserveforever.photos

Data access, export, correction, or deletion requests, and any question about what we hold. We respond to data subject requests within 30 days.

Security

security@preserveforever.photos

Suspected vulnerabilities or security incidents. See our Security Policy for scope and disclosure guidance.

Report abuse

abuse@preserveforever.photos

Content or behaviour that breaks our Acceptable Use Policy. Reports are treated confidentially.

Legal

legal@preserveforever.photos

Legal notices and enquiries about our Terms of Service.

What is Preserve Forever?

A private home for your family photos and videos. Recent photos stay in your album and load instantly. Older ones move into the Archive — long-term storage that costs a fraction as much — and can be brought back whenever you want them. You can also create shared albums so relatives on any phone contribute to the same collection, and share individual photos with expiring links.

What are the plans and how much storage do I get?

Basic is free and gives you 2 GB with one shared album, and does not include the Archive. Standard is $2.99 a month for 400 GB and up to five shared albums. Plus is $5.99 a month for 1 TB with unlimited shared albums. Pro is $11.99 a month for 3 TB with unlimited shared albums. Paying yearly saves 15%. The table below has the full comparison.

What is the Archive, and why does restoring take hours?

The Archive is deep, long-term cold storage. It is dramatically cheaper than instant storage, which is what lets us keep your whole library affordably — but cold storage has to be thawed before it can be read, so an archived photo is not available the moment you ask for it. A Standard restore typically takes 3–5 hours and a Bulk restore 5–12 hours. Pro accounts can also use Expedited restores, which usually complete in 1–5 minutes. You get a notification when your photos are back. Retrieval times are estimates and can vary with infrastructure conditions.

How many photos can I restore at once?

One restore can cover up to 100 files on Standard, 200 on Plus, or 500 on Pro, with a batch size cap of 8 GB, 15 GB and 30 GB respectively. You can have up to 10 restores running at the same time. Each plan also has a monthly restore allowance: 5 on Standard, 10 on Plus, 30 on Pro. The Archive is not part of the Basic plan.

Why did some of my photos move into the Archive on their own?

On paid plans, a daily sweep moves photos into the Archive once they are at least 120 days old and have not been opened for 120 days. Nothing is ever deleted by this, and anything you have shown attachment to is skipped: favourites, photos with any tag of your own, and photos pinned into a shared album all stay put. Tagging a photo pinned, important, milestone, always-keep or do-not-archive keeps it out of the Archive permanently.

What can I upload?

Images as JPEG, PNG, WebP, GIF or HEIC/HEIF, RAW files (DNG, CR2, CR3, NEF, ARW, ORF, RW2, RAF, PEF, SRW), and video as MP4, MOV, AVI or WebM. The size limits are 50 MB per image, 200 MB per RAW file and 5 GB per video.

How do shared albums work?

Create a shared album and invite whoever you like. Everyone can view the album and add their own photos and videos from their own phone, on iPhone or Android, and a shared photo is not stored twice so it does not cost anyone extra quota. How many albums you can own depends on your plan: one on Basic, five on Standard, unlimited on Plus and Pro. You can remove your own contribution from an album at any time without touching your personal library.

How do share links work?

You can create a link to specific photos that expires after 1 hour, 24 hours, 7 days or 30 days. You choose who can open it — anyone with the link, people who verify a one-time code sent to their email, or only accounts you have approved — and you can see who viewed it and when. You can revoke any link immediately from the app.

I deleted a photo by mistake. Can I get it back?

Yes. Deleted photos sit in your trash for 30 days, and you can restore them from there before they are permanently removed.

Can I get a copy of everything?

Yes. Open Account Settings and choose Export Data. We pack your photos and metadata into ZIP parts and email you download links, which stay valid for 7 days.

What happens to my photos if I delete my account?

Your profile, share links, shared album memberships and storage pool membership are removed immediately, and your subscription is cancelled. Your photos and videos are deleted from hot storage within 30 days and from cold Archive storage within 90 days. A few records are kept because the law requires it: NCMEC CyberTipline reports (18 U.S.C. § 2258A) and anonymised transaction records for up to 7 years. Account deletion cannot be undone.

How do I sign in, or fix a sign-in problem?

You can sign in with your email address and password, or with Google, Microsoft or Apple. If you first signed up with one of those providers, use the same one — it is tied to the same email address. If you cannot get into your account at all, email us from the address on the account and tell us what happens when you try.

How is my data protected?

Everything is encrypted in transit with TLS. Photos at rest in the Archive are additionally encrypted with AES-256-GCM using a per-account key. Those keys are wrapped with a key we hold, so that we can serve your restore requests and run the content scanning the law requires of us — which means this is close to, but not the same as, end-to-end encryption. Our Privacy Policy sets out the detail.

Can I change or cancel my plan?

Yes, at any time. Access continues to the end of the period you have already paid for, and we do not refund partial months. If you are using more space than a cheaper plan allows, we will ask you to free up room first — we will not silently delete anything. Because Basic does not include the Archive, moving down to Basic may mean removing archived content first.

Bought inside the iPhone or iPad app

Apple handles the billing. Open Settings → your name → Subscriptions on your device to change or cancel it. We cannot cancel or refund an App Store subscription for you — Apple has to do that. Refund requests go to Apple via reportaproblem.apple.com.

Bought inside the Android app

Google handles the billing. Open the Google Play Store app → your profile icon → Payments and subscriptions → Subscriptions to change or cancel it. Refund requests go to Google Play.

Subscribed on the web

Sign in at preserveforever.photos, open your dashboard and choose Manage Subscription. That opens our Stripe billing portal, where you can change your plan, update your card, download invoices, or cancel.