Help for families, contributors, and gift buyers.
Find answers quickly, understand what to expect, and reach a real person by email when you need help.
What people usually need help with.
Start with your child's name and birthday, set your password, and invite the people you want in your circle. Standard milestone openings are calculated from the date of birth on file, and any custom openings use the exact dates parents choose.
You can invite grandparents, relatives, close friends, godparents, neighbors, and other people who matter to your child. Each person gets their own link and their own writing-question flow, so they can contribute without creating an account.
Gift purchases and gift-code questions are handled through the dedicated gift flow. If you are buying for a family or trying to activate a gift, start there first so you have the right path and terms.
Voluntary cancellation makes the archive read-only but does not automatically trigger guardian takeover or deletion. A failed automatic annual renewal follows the separate 90-day billing-continuity process: Day 14 read-only, primary guardian contact on Day 37, backup guardian contact on Day 51, deletion queue on Day 60, and active-system deletion on Day 90 unless payment is restored. A parent-requested deletion separately uses a 30-day active-system retention window. Residual encrypted backup copies may remain for the short backup-rotation window described in our Privacy Policy.
Archive Guardians are limited continuity contacts. Parents get the 30-day and day-of milestone notices first, and the child's email can get the milestone-day email if parents have configured it. Guardians only step in later if a delivery milestone goes unattended, or if the family needs continuity or billing help.
Support can help with exports, privacy requests, and deletion questions, but the safest path is to export all media and written content you want to keep before asking us to deactivate or delete anything.
Private archive access should come from a trusted device, passkey, or another authorized parent. Legacy recovery codes remain available only for older accounts that already use them. Parents can also enable two-factor authentication. The Archive Guardian role does not itself grant encrypted recovery or sealed-content access; a parent must separately and explicitly grant that access through an authorized flow.
Include a little context so we can help faster.
A short, specific email is usually enough. These details help us avoid back-and-forth, especially for account access, billing, or gift questions.
The email address on the account, or the email used to buy a gift
Your child or family name if you already created an archive
A short description of what happened and what you expected
Any error message you saw, plus screenshots if helpful
Whether this is time-sensitive, such as access or billing trouble
Clear support when the content is irreplaceable.
For newly created families, sealed memories are encrypted on the writer's device before upload, and passwords are verified with OPAQUE without being sent to Our Fable. Account, billing, recipient, timing, and other operational metadata remain server-readable. When an authorized parent starts a one-click delivery, end-to-end encryption ends for the selected items: Our Fable briefly handles the fresh delivery key to send or retry the email and erases the secret-bearing body after acceptance, terminal failure, or within 15 minutes. Content not selected for delivery remains sealed.
Support is handled by email so there's a written record for account, privacy, export, and billing requests. Before any cancellation, deactivation, or deletion request, export the media and written content you want to keep. Reply time: within 1–2 business days.
Start their archive.
Set up in minutes. Invite the circle, and we’ll gather the rest.