iMemories Customer Service: Phone, Email and Order Help

For a missing parcel, an unexpected charge or a video that will not play, the useful next step depends on where the problem has occurred. This guide helps you choose the right channel and give support enough detail to investigate.

Pixoneye is an independent publication. We cannot access your iMemories account, change an order or process a refund. Send private order information through iMemories’ official contact channels, not the comments on this page.

Official iMemories contact details

The company publishes its hours in Mountain Standard Time (MST, UTC−7). Do not automatically substitute the daylight-saving time used by some other Mountain Time locations. If you are elsewhere, convert from MST for the date of your call. The published schedule does not promise a staffed telephone service around the clock.

The listed number is a US toll-free number. International calling availability and charges depend on your telephone provider. Email is an alternative when you cannot place the call or need to send a written description.

Phone, email or social media?

A call can be useful for a question that needs a back-and-forth explanation. Email gives you a written record and room to include item names, an error message or a relevant screenshot. Neither channel guarantees an immediate answer or a particular resolution time.

If you use a social account, verify that it belongs to iMemories and move account-specific details to an official private support channel. Avoid posting your address, order documents, payment information or family images publicly.

Choose the route that matches the problem

Unresolved stage	Evidence to assemble	Specific question to ask
Inbound parcel	Drop-off receipt, tracking number, delivery scan and order reference	Has the carrier delivered it, and has iMemories matched it to this order?
Quote or processing	Received date, item inventory, approved quote and payment date	Which stage is incomplete, and what is the revised estimate for that stage?
One missing or faulty transfer	Physical item ID, delivered filename, expected content and failure timestamp	Can you check whether the source was fully transferred and explain any unrecordable section?
Originals not yet returned	Digital completion date and the separate return-shipment record	Have the originals shipped, which items are included, and what is the tracking reference?
Cloud charge or cancellation	Receipt date, plan, renewal notice and account email	Which service does this charge cover, and when does the requested change take effect?

A carrier delivery scan and an order appearing in the account are separate events. Likewise, online files becoming available does not establish that the originals or an optional USB drive have shipped. Asking about the exact missing stage makes a response much easier to assess than asking where the whole order is.

The current turnaround page measures digital processing from approval and payment. Intake and return transit add time; estimates also depend on format, quantity and selected work. If different official pages or your confirmation show different timings, ask support which estimate governs your order rather than treating a headline as a promised delivery date.

For damage or a missing original, preserve the packaging, inventory and photographs already available. Do not repeatedly play a suspect tape or manipulate a fragile print to create more evidence. Describe what is missing or damaged and request the appropriate next step in writing. Keep account details and family footage out of public social-media comments.

Choose one family contact and continue the same case thread. End a call by noting the reference, agreed action and expected next update. A useful resolution explains what was done or what remains outstanding; an acknowledgement alone does not close the case.

What to include in a support request

• Your name and the email address attached to the order.
• Your order reference or Customer Care ID, if supplied, plus any existing support-case reference.
• The relevant dates: shipment, carrier delivery, approval, payment or the first appearance of the problem.
• A concise description of the issue and what you want clarified or corrected.
• For a file problem, the item name, timestamp, error message and the device or browser used. For a billing query, identify the charge by date and amount without sending a full card number.

A useful subject line is “Order [reference]: Tape 2 stops at 18:42” or “Order [reference]: please explain the Cloud charge dated [date]”. Keep the first message focused on one order and attach only the records needed to explain it.

Do not include your password. If a screenshot shows a home address, card details or unrelated family material, remove those details from the copy you send unless support specifically needs them through an appropriate secure channel. Keep the original record for yourself.

Shipping, packing and return questions

Check the instructions and label supplied with your actual order. The current main-site FAQ describes a SafeShip Kit with prepaid UPS shipping to iMemories. That inbound label is different from the later shipment returning your originals, or delivery of an optional USB drive or disc.

Before packing, ask about an unusual cassette, damaged film or a special handling need. Photograph and inventory the items, then retain the carrier receipt and tracking number. Do not include cameras, adapters or unrelated personal memorabilia unless the company has specifically asked for them.

The published Scottsdale address identifies the business. Use the shipping address and label confirmed for your order rather than treating an address in an article as a mailing instruction. If you are outside the US or its territories, confirm service eligibility and shipping arrangements before sending originals.

For timing questions, keep the stages separate: inbound transit, intake and quote, approval and payment, digital availability, then physical return. The current turnaround page starts its online-processing estimate from approval and payment. Ask which stage your order has reached rather than counting only from the day you posted it.

Our iMemories process guide explains those stages in more detail. If the digital library is available but the originals have not arrived, ask for the physical-return status rather than reporting the whole digitisation order as missing.

Account access, downloads and Cloud billing

For a login problem, check that the account email matches the order confirmation and use the password-recovery option. For an empty library, check whether the order has actually been completed. For a download problem, check free storage and try a small item before repeating a large download.

A fault in one file needs the item name and a precise description. A problem affecting every file may involve the account, connection, app or device. Testing the same item through the browser can help support narrow the issue without assuming the transfer itself has failed.

The app is free to install, while ongoing Cloud access is a separate subscription. If a charge is unclear, check the plan, trial end date, selected extras and receipt. Ask how cancellation affects future access and obtain confirmation of any change. Do not assume uninstalling the app cancels a subscription.

Before ending Cloud access, download and check the files you want to retain. Keep an independent backup rather than relying on one account or one USB drive. Our iMemories app guide covers viewing, sharing and downloads.

Build a case record without exposing the family archive

Keep a simple timeline with one line for each event: carrier acceptance, delivery scan, order acknowledgement, quote, payment, digital release and return shipment. Record the date and reference number alongside the relevant receipt or message. A parcel delivery scan answers a transit question; it does not establish that the contents have been inventoried or that conversion has started.

Use one case reference for the same unresolved issue. After a phone call, note the date, the agreed action and any promised follow-up. If you send an email afterwards, summarise that agreement rather than opening a different account or describing the same order under a new family email. Ask which team owns the next action and what information is still needed.

Separate a transfer fault from a local playback problem

Choose one affected file and one item that works. Try the affected item in the account on another supported device, then compare a downloaded copy in a compatible local player where available. Record whether the failure follows the file, the account or just one device. Preserve the original delivered file; editing or re-encoding it can make it harder to show what arrived.

For a missing scene, identify the provider filename, the physical tape or reel and the point where the expected material changes or stops. A label saying ‘Christmas’ does not prove that every scene on that tape was recorded at Christmas. If you have a pre-shipping inventory, share the relevant entry rather than sending unrelated family photographs. Ask how any split recordings, blank sections or unprocessable originals were documented.

Follow up on the specific shipment or charge

An order may have separate movements for your originals and optional USB or DVD copies. Ask which parcel a tracking number describes, what it contains and whether it has actually been handed to the carrier. Keep the old packaging until a damaged-delivery case is resolved. Do not ship an irreplaceable original again without written instructions for the return or rework.

For an unexpected payment, identify the date, amount and order or subscription reference. Separate conversion charges, physical copies, shipping and ongoing Cloud access. Ask for an itemised explanation and written confirmation of any authorised cancellation or adjustment. A support enquiry alone is not confirmation that a recurring plan has ended, and a general published policy does not settle a particular refund request.

Know what closes the case

Agree a concrete outcome: a missing file supplied, an explanation of an unprocessable item, a corrected charge, a confirmed subscription change or a return shipment located. Check the actual result before treating a reassuring reply as completion. For replacement digital files, keep the earlier delivery separately, compare the affected section and update your independent backup only after the new file opens correctly.

If you still need escalation, send a short summary of what was agreed and what remains outstanding, including the existing case reference. Keep unaltered originals of receipts and correspondence privately. Send only the relevant copy through the official channel, with unrelated addresses, payment information and family content redacted where appropriate. Never send a password or a full payment-card number to establish that you own an order.

If the first reply does not resolve the issue

Reply in the same case thread where possible. State what remains unanswered, refer to the earlier case number and ask for a specific next step or escalation. Keep a copy of receipts, tracking, the agreed work and the response. Avoid treating an estimate as a guaranteed deadline unless it was expressly agreed for your order.

For a disputed charge or refund request, ask which order term or policy applies and what documentation is needed. A general contact guide cannot determine the outcome of an individual claim. Use the current service terms and the written agreement for your own purchase.

Frequently asked questions

Sources and image credits

Customer-support photograph. Image: iMemories.

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