Email us at support@thefamilyarchive.app.
The Family Archive · United States of America.
1. Account and product support
For sign-in problems, a feature question, an unavailable export or an error, email support@thefamilyarchive.app. Include your account email if you have one, a brief description, the relevant page link and the steps that produced the problem. A screenshot may help if it contains no private family information.
Do not send passwords, recovery codes, full card numbers, card security codes or unnecessary sensitive documents. We may verify account ownership before changing access or discussing private records. Support cannot grant access to another family’s archive simply on request.
2. Membership, cancellation and refunds
Use the billing controls in Account Settings when available. For help, email support@thefamilyarchive.app with “Billing question,” “Cancel membership” or “Refund request” in the subject. Include the charge date and an invoice reference when relevant. Our Billing, Cancellation & Refunds explains the announced prices, seven-day trial and 14-day refund-request window.
3. Privacy, copyright and safety
Use “Privacy request” or “Privacy concern” for personal-information issues; see Your Privacy Choices. Use “Copyright notice” for infringement reports; see Copyright. For a suspected account compromise or other security problem, use “Security concern” and include only the details needed to investigate.
Email is not an emergency service. If someone is in immediate danger, contact the appropriate local emergency service. Please report suspected exposure of private information promptly rather than reposting it publicly.
4. Family administration and succession
For invitations, editing rights or family sharing, begin with an authorized workspace owner or editor. If an owner has died, is incapacitated or cannot be reached, contact support and explain the situation. We may need evidence of lawful authority and will consider other members’ privacy and contribution rights before taking action. We do not provide another person’s password.
5. What to expect
We aim to respond within a reasonable time; no particular response time or round-the-clock support is guaranteed. Legal requests follow the deadlines required by applicable law. If you follow up, include the earlier subject or reference so the conversation can be located.
Our Terms of Service, Privacy Policy and Cookies & Settings answer many common questions about using the archive and managing your information.