Common questions
I paid, but the pack is still locked
- Check you are signed in with the same email address you used to buy the pack.
- Wait a minute, then reload the page. Packs usually open a few seconds after paying.
- Still locked? Email us with the date you paid and we will open it or refund you.
My child’s pictures disappeared
Pictures are kept on the device, so they can be lost if the browser’s data is cleared. On iPhone and iPad, Safari clears sites that have not been opened for 7 days. Add Zenvas to the Home Screen to avoid this, and turn on cloud saving to back pictures up to your account.
I can’t sign in
There is no password. Enter your email in the parent area and we send you a sign-in link. If it doesn’t arrive within a few minutes, check your spam or promotions folder. You can ask for a new link after a minute.
I want a refund
Email us within 14 days of buying for a full refund, no questions asked. The refund policy explains how it works.
How do I delete my account or my child’s pictures?
Turning off cloud saving deletes every cloud copy of your pictures. Deleting your account removes your sign-in, cloud pictures and account records. You can do both in the parent area. You can also email us and we will do it for you.