Support

Trip detection needs two things from your photos: when they were taken and where. Almost every photo has the date, but location is only there if location services were on for the camera when you took it.

Check, in order:

1. Settings › Privacy & Security › Photos › Rewind is set to Full Access. Limited access lets Rewind see only the handful of photos you picked, which is rarely enough to make a trip.
2. Settings › Privacy & Security › Location Services › Camera is on, for photos taken from now on.
3. Your library actually contains photos taken away from home. Rewind works out roughly where you usually are and treats that as not-a-trip, so a library of only local photos produces no trips.

Photos that came from WhatsApp, screenshots, and most downloads have had their location stripped before they reached you. Rewind cannot place those.

Because it builds your trips from your library rather than asking you to build them. It reads the dates and locations already stored alongside your photos to work out which days were a trip, and it does that reading on your phone.

Nothing is uploaded unless you add it to a trip. The scan's results stay on the device. See the privacy policy for exactly what does and does not leave your phone.

Detection is a guess from timestamps and coordinates, and it gets things wrong when a trip has a long gap in the middle or when two trips are close together. Open the trip and edit its dates and name; you can also remove media that should not be in it.

Uploads resume by themselves, so the usual fix is to leave Rewind open on a good connection for a minute. Large videos upload in resumable chunks and will pick up where they stopped rather than starting again.

If it has not moved after that, check you are not over your storage limit — the plans screen shows what you have used. Uploads are refused while you are over.

Rewind offers you workouts that overlap the dates of a trip, so the trip's dates have to actually cover the day you did the activity. Check those first.

For Apple Health: iOS does not tell an app which health permissions you denied, so a denied permission looks identical to having no workouts. Check Settings › Health › Data Access & Devices › Rewind and confirm Workouts and Workout Routes are both on. Routes are a separate toggle from workouts, and without it you get a workout with no line on the map.

For Strava: reconnect it from your profile. Strava access tokens expire, and a revoked authorisation cannot be detected until we try to use it.

No. From Apple Health it reads workouts and their GPS routes, and nothing else — no heart rate, cadence, steps, weight or sleep. It never writes anything to Apple Health. It only looks at the dates of a trip you choose, and you pick which workouts come in.

Health data is never used for advertising or marketing and is never sold. See the health section of the privacy policy.

A film is either cut on your phone, which takes under a minute and shows its progress, or rendered on our servers, which usually takes a few minutes. If a server render fails, you are not charged for it — the monthly allowance or the credit it used comes back automatically, so you can simply ask again.

If the same trip fails repeatedly, email us with the trip name. That is a bug on our side and we would like to see it.

Saving a film puts it on the edit's own page. Export is what writes it to your Photos, and it needs permission to add to your library — iOS asks the first time. If the export said it could not save, the message names the reason; Settings › Privacy & Security › Photos › Rewind is where to allow it.

Direct sharing needs the Instagram app installed and signed in. If it is not there, save the video to your camera roll and post it from Instagram instead.

That is our end, not yours — it means the app could not reach the store to read current prices. Check your connection and reopen the screen. If it stays empty, email us; there is nothing you can do to fix it from your side.

Tap Restore purchases on the plans screen. A purchase is confirmed by Apple and then verified on our server, and occasionally the second step arrives late; restoring re-checks it.

If it still has not applied after a few minutes, email us the Apple receipt and we will apply it by hand.

Subscriptions are billed by Apple, so you cancel with Apple: Settings › [your name] › Subscriptions › Rewind, then Cancel.

Cancelling stops the next charge and you keep the plan until the period you have paid for ends. Deleting the app does not cancel anything.

Refunds are handled by Apple, not by us — request one at reportaproblem.apple.com. If something is broken, tell us as well: we can grant edits or plan time directly to make up for it, which is often faster.

In the app: open the Profile tab, scroll to the bottom, and tap Delete account. See deleting your account for what goes with it. Cancel any active subscription with Apple first — deleting your account does not stop Apple billing you.

Yes. Email support@example.com from the address on your account and we will send you an export within 30 days.