What should I include in a support request?
To help us identify the issue faster, please include:
- Your “My ID” shown on the Help & Feedback screen in the app;
- The app version, iOS version, and device model;
- The steps you took before and after the issue occurred;
- Any error message or screenshot, with private content concealed.
Do not send your Apple ID password, verification codes, payment information, session tokens, App Attest data, or complete transaction receipts. Live Collage will never request this information by email.
Why can’t the app access my photos?
Go to Settings → Live Collage → Photos and allow access to the photos you want to use. With limited access, the app can only read items you explicitly authorize.
Why did export fail?
Make sure your device has enough available storage and that iCloud items have finished downloading. Keep the app in the foreground until exporting and saving to Photos are complete. If a task fails, you can keep your current edits and try again.
Why can’t I find the result in Photos?
The save is complete only when the app displays “Saved to Photos.” Check Recents or the Live Photos album in Photos, and make sure you have granted permission to add photos.
Why do iCloud items take time to load?
Photos or videos that have not been fully downloaded to your device must be retrieved from iCloud by Apple PhotoKit. Stay connected to the internet and wait until the items are ready before editing or exporting.
How are free exports counted?
Free users receive the number of daily exports currently displayed in the app. An export is charged only after the result is successfully saved to Photos. Failed or canceled tasks are not deducted by the client. The allowance resets by calendar day according to server configuration.
How do I purchase, cancel, or view a subscription?
Open Profile → Membership in the app to view and purchase a subscription. Purchases are handled by Apple. To view or cancel your Live Collage membership, go to Settings → Apple Account → Subscriptions.
How do I restore purchases?
Tap “Restore Previous Purchases” in Membership. StoreKit will verify any entitlement that remains active under the current App Store account. Restoring does not create a duplicate charge. Expired or refunded subscriptions cannot be restored as active memberships.
How do I request a refund?
Apple manages purchases, renewals, and refunds. Visit Apple’s Report a Problem page to view your orders and submit a request under Apple’s policies.
Why does the app say integrity verification could not be completed?
Make sure you are using the latest version installed from the App Store or TestFlight, your network is working, and date and time are set automatically. Then fully quit the app and try again. If the problem continues, send us your My ID, app version, iOS version, device model, and the error message so we can check the verification record for that installation.