How to get fast help: what to include in your support request

We close tickets that don’t include enough detail. Follow this checklist to get help faster.

Required information

1. Describe the problem in one sentence
   • Example: "My lifetime Pro purchase didn’t restore after I switched phones."
2. Device and OS
   • Example: "iPhone 13, iOS 16.3" or "Pixel 6, Android 13".
3. App version
   • Find this in Moments > Settings > About.
4. What you tried already
   • Example: "I tapped Restore purchase in Settings and signed into my Apple ID." or "I reinstalled the app and restored backup."
5. Relevant account or purchase info
   • If applicable, include the email you used to sign in and a store receipt or screenshot showing the transaction ID and date for purchases.
6. Screenshots or short video
   • Show the issue (errors, blank screens, widget behavior). A photo of the receipt is fine for purchases.

Optional but helpful

• Approximate time (with timezone) when the problem happened.
• Whether you have backup enabled and the last backup timestamp.

Example message

Subject: Pro purchase did not restore after phone switch Body:

• Device: iPhone 12 / iOS 16.4
• App version: 2.1.0
• Problem: Bought lifetime on 2024-07-11; on new phone Pro is locked.
• What I tried: Tapped Settings > Purchases > Restore purchase. Signed into same Apple ID.
• Attached: App Store receipt screenshot.

Why this matters

• Tickets with only a signature line, a name, or a short number cannot be acted on and will be marked invalid. Providing the details above lets support verify and resolve your issue quickly.