Support

The quickest way to report a problem is from inside the app. Tap the book icon (Organize), open Settings, scroll to the About section at the bottom, and tap Send Feedback. It opens a message to feedback@livoenterprises.com with the build and your phone’s details already filled in. For questions, ideas or anything else, write to support@livoenterprises.com.

When something goes wrong, the most useful thing you can tell us is what you tapped and what happened next. Screenshots help. If a capsule won’t open, the file’s name and what you opened it with are enough for us to start.

The Livo guide walks through the app one topic at a time. The same pages are in the app under Organize › Guide.

Common questions

Where are my Time Capsules?

In Capsules (the shield on the bottom bar), and in the Files app under On My iPhone › Livo › TimeCapsules. They are ordinary files. Copy them anywhere. Under Capsules › Keep a copy you can add folders of your own (iCloud Drive, or another app in Files), and every sealed capsule is copied there too. With Livo Plus (Curator) and a OneDrive sign-in, your OneDrive’s Livo Vault folder is a place as well.

Can someone without Livo open a capsule?

Yes. Unzip it and open the file named “START HERE - open with any web browser.html”. Windows, Mac, Linux or a phone: anything with a browser will do.

What happens to my photos in OneDrive if the Microsoft subscription lapses?

Microsoft’s rules, not Livo’s: the account drops to the free 5 GB, an over-limit OneDrive goes read-only at once, is frozen after three months over the limit, and may be deleted after six. Renewing stops the clock. Keep one copy on a drive you own: mirror the OneDrive folder on a computer to an external drive (mark the photo folders “Always keep on this device” first), and use Livo’s Check a backup drive kit (Organize › Backup & Restore, with Curator) to prove the mirror is complete.

Does Livo upload my photos anywhere?

No. Livo Enterprises has no servers. Livo reads your Camera Roll and iCloud Photos through Apple’s own Photos library, and writes capsules and backups only where you choose in Files. The only other network use is optional and part of Curator (Livo Plus): if you sign in to a Microsoft OneDrive account, Livo reads photos from it, keeps copies of your backups and capsules in your own OneDrive, and shares with your family through a folder there. Everything goes from your phone to Apple or Microsoft and nowhere else.

Is Livo free?

Yes. Livo is free, with no limit on photos, Memories, capsules or gifts: bring in photos, name people, events and places, write stories, search, make Memories and their videos, make gifts, seal capsules, keep copies in iCloud Drive, open anything anyone sends you, and back up. Livo Plus is the one purchase. It adds, for giving: the gift book, the collage poster, print-size photos with the names, Order prints, Give it again, and gift videos without the “with Livo” line; for creating: Edit Segments, Stitch videos and Save Frame as Photo; and for the family’s archive, Curator: Scan Prints, OneDrive, Family Share, Buckets and the deeper tools. It never takes anything away, and nothing you have made is ever locked. The whole list is in the guide: Free, and Livo Plus.

What is a gift?

A Memory with a dedication, made for someone: Livo makes the video for you and seals it with the photos, the story and the names into one file. Send the video alone by Messages or AirDrop, give the whole gift, save the photos for a digital frame, or order prints and a book. On an iPhone with Livo it opens with one tap; on any computer the START HERE page plays the video and shows the photos. See Making a gift.

Do I need OneDrive?

No. Livo works with your photo library alone, and keeps copies in iCloud Drive or any folder in Files. OneDrive is part of Curator, in Livo Plus, for photos stored there, for backups off the phone, for a second copy of your capsules, and for sharing with family through each person’s own OneDrive.

Will it change or delete my photos?

Never. Anything Livo makes (a Memory video, an edited copy, a scanned print) is saved as a new item in your library; the original is untouched. Capsules contain copies.

Where is my backup?

Organize (the book icon) › Backup & Restore. A backup holds everything Livo knows about your photos: names, places, stories, Memories, narration and Livo’s small saved copies. It does not hold the photos themselves, which stay in Photos and OneDrive, or your Time Capsule files. On the phone, backups are in the Files app under On My iPhone › Livo › Livo Backup. Share a backup to iCloud Drive to keep one off the phone. With Livo Plus (Curator), each new backup can also be copied to the Livo Backup folder in your OneDrive, and restored on any phone.

What if I delete the app?

Your photos are still in your photo library. Your capsules are still in any Keep-a-copy folder you chose (iCloud Drive, or OneDrive with Livo Plus), and in Files if you chose to keep them when iOS asked. What you built inside Livo (names, stories, Memories) is removed with the app unless you made a backup first.

I bought Livo Plus on one device. What about my family?

Livo Plus supports Family Sharing. Anyone in your Apple family group can use Restore Purchases in Settings › About.

Can I get a refund?

Purchases are handled by Apple. You can request a refund at reportaproblem.apple.com.

Privacy questions

For anything about your data, write to privacy@livoenterprises.com. Our privacy policy is short and written to be read.