If you don't see your question below, or you'd rather just talk to a person, email hello@keepmoments.app with your iPhone model and iOS version. We answer.
Where to download
Moments is on the App Store. Open the App Store link on your iPhone and tap Get. Requires iPhone running iOS 18 or later.
The on-device model is taking forever to download
The first time you save an entry, the app downloads roughly 1.6 GB of language model weights. On a fast Wi-Fi connection that's 2 to 5 minutes. On cellular it can take much longer.
If the progress bar appears stuck, use the Restart download affordance in onboarding. Make sure your iPhone has 3+ GB of free storage during the download. Speech-to-text works immediately because that model ships inside the app, no separate download needed.
My entry looks shorter than what I said
In rare cases the AI's cleanup step can be over-aggressive. You always have two safety nets:
- Tap the audio play button to hear the original recording, verbatim.
- Look for the Full transcript · verbatim toggle in the entry view. It expands to show exactly what was transcribed before any cleanup.
Newer app versions guard against this automatically. If you see a discrepancy, screenshot the entry and email it over.
How do I move my moments to a new iPhone?
On the old phone: Profile → Back up & transfer → Full backup. Save the file somewhere you can access from the new phone (Files app, AirDrop, your own iCloud Drive).
On the new phone: during onboarding choose "I have a backup". Or later, Profile → Restore from a backup. The model re-downloads on the new device; your entries, audio, and photos restore as-is.
How do I cancel my subscription?
Subscriptions are managed by Apple, not by us. Open the iOS Settings app → tap your name at the top → Subscriptions → Moments Premium → Cancel Subscription. You'll keep access until the end of the current billing period.
How do refunds work?
Apple handles all refund requests directly. Go to reportaproblem.apple.com, sign in with your Apple ID, find the Moments subscription, and request a refund. We don't process refunds on our end and have no visibility into your billing.
Does the app work offline?
Yes. After the one-time AI model download on first launch, the entire app (voice recording, transcription, structuring, Ask Your Journal, lookback) runs without any network. You can journal in airplane mode for as long as you want.
Will my data sync to other devices?
No. By design, Moments is a single-device experience. Your moments live on the phone you recorded them on. Use the backup feature to move them deliberately when you want.
Why no sync? Syncing requires a server in the middle holding a copy of your data. That breaks the core promise of the app. If you want your moments on two devices, generate a backup and restore on the second device.
I deleted an entry by accident
Entries deleted from inside the app are gone immediately. If you have a recent backup file (Profile → Back up), restoring it will bring the entry back. Otherwise, sorry, no recovery is possible. This is the tradeoff of having no cloud.
The app crashed
If it happens repeatedly, email hello@keepmoments.app with a quick description of what you were doing. iOS automatically captures crash logs and shares them with us via App Store Connect when you opt in to share analytics with developers, so we may already know about it. Faster: tell us anyway.
Still stuck?
Email hello@keepmoments.app. Include your iPhone model and iOS version if it's a technical issue. We'll get back to you, usually same day.