Support
Write to hello@lookbackai.app and a person will answer. The answers to the questions people ask most are below.
01Contact
Questions, problems and requests: hello@lookbackai.app. Tell us the email you sign in with and, for a look or a film, the place and the year, so we can find it.
Security reports: security@lookbackai.app.
02Your first journey
Your first journey is free and needs no account: pick one of eight cities, open its look, and watch its fifteen-second film. Sign in when you are ready to keep them; they move to your library, on the web and in the app.
03Credits
- New accounts start with 100 credits.
- A look costs 20 credits, a film from 200, and a question about a moment 1. Every price is shown before you confirm.
- If a look or a film cannot be finished, the credits it reserved come back to your balance on their own.
04Purchases
In the iPhone and iPad app, credits are bought through the App Store and billed by Apple, who send the receipt. To ask for a refund of an App Store purchase, use reportaproblem.apple.com. If a purchase went through but the credits did not appear, open the app again: purchases are credited when it starts. If they still do not appear, write to us.
On the website, credits are paid for by card, and the receipt is sent to your email. For anything about a website payment, write to us.
05Journey reminders
If you turn them on, the app sends one journey every three days, at nine in the morning where you are, and sends fewer if you have not opened the last few. Turn them off under You in the app, or in the iPhone or iPad Settings app.
06Your account and data
You can delete your account, with everything in it, from the app (You, then Privacy & data) or from your account on the website, which can also download a copy of everything. You can delete a single look or film from its own page. Or write to us and we will do it for you. The privacy policy sets out what we keep and why.
07What a look is
A look is a reconstruction of a place at a moment in the past, not a photograph. The note beside it says what is documented and what is imagined, and every numbered detail links the source it was read from. If a look gets something wrong, tell us the place, the year and what you saw.