SUPPORT
How can we help?
Email us at support@scientsolutions.ca — we answer within one business day. To delete your account, see Delete your Unframed account.
Why does Unframed ask if I'm 13 or older?
Unframed is for people 13 and older. The app asks you to confirm this once, after you sign in, and your account remembers the answer, so you won't be asked again on another phone. On the web, it's the checkbox on the sign-in screen. We never ask for your date of birth. Tapped "I'm under 13" by mistake? Tap "Go back" and answer again. Questions? Contact support@scientsolutions.ca.
I can't see the album's photos yet
That's the seal doing its job — while an album is sealed, nobody can see anyone else's photos until the reveal moment. You can still look back at and delete the ones you added yourself, under Your uploads, in the app or on the web; to save a copy of them before the reveal, use Your uploads in the web app on a computer. Check the countdown at the top of the album. Admins can move the reveal time, or turn the seal off entirely.
How far ahead can the reveal be?
Up to 10 years after the album is created, so an album can be a time capsule. On the free plan, a sealed album takes new photos and videos until 14 days after its reveal or 365 days after it was created, whichever comes first; after that everything waits, sealed, for the reveal. An upgraded album, or one covered by Unframed Plus or Max, keeps taking new photos and videos for as long as it stays upgraded or covered, before and after the reveal, unless an admin sets an end date or stops new uploads. When an album opens, members are notified by push, and by email if they turned reveal emails on (every reveal email has a one-click unsubscribe link). If Unframed ever shuts down, we will give at least 90 days' notice and a way to download your albums first — see the Terms.
How do I download my photos?
In the app: open the Library tab and tap "Save album" (or select individual shots). On the web: sign in, open the album, and choose "Save all" to download everything in it, or hit Select, tick the photos you want and choose "Download selected". They come down one after another, so a big batch takes a moment. In Chrome and Edge, a selection of two or more lets you choose the folder they land in; a single photo, and every download in Safari and Firefox, goes to your usual downloads folder — and if your browser asks whether this site may download several files, say yes, or only the first one arrives. A single photo can still be downloaded from the viewer. Saves are great quality and fast on every plan — photos up to 2,048 pixels on the long edge, videos as a 720p copy. An album on the free plan is kept forever: 30If a Plus or Max subscription ends, you have 30 days to renew, or to upgrade the albums you want to keep; after that, albums and photos beyond the free plan are deleted. We send reminders roughly a week and a day before.
What happens to my album after 30 days?
An album on the free plan is kept forever: 30If a Plus or Max subscription ends, you have 30 days to renew, or to upgrade the albums you want to keep; after that, albums and photos beyond the free plan are deleted. An album within the free plan is never deleted for not paying: its comments and members stay too, and you can browse and download it at standard quality for as long as we run the service.
An album I'm in says it will be deleted
That album is no longer covered by a plan, so on the date shown, either the whole album or its newest photos and videos beyond the free limits will be deleted — the notice on the album says which. Nothing is deleted before that date. To keep your own copy, save it: in the app, open the Library tab and tap "Save album"; on the web, sign in on a computer, open the album and choose "Save all". To keep the album for everyone, any member can buy Upgrade this album in the app (a one-time purchase, kept for good), a member with Unframed Plus or Max can cover it, or the plan that covered it can be renewed. We will tell you if the album is saved. An album that was still sealed when its plan ended is not touched until 30 days after its reveal.
What happens when I leave an album?
Leaving (tap "Leave album" in the album's members list) permanently deletes the photos and videos you added to it, for everyone. Before you confirm, the app shows how many that is, and once the album is revealed, "Save my photos first" downloads them to your device. While the album is still sealed, save them first from the web app on a computer, where "Save my photos first" works before the reveal too. The face-match tags that mark you in its other photos are removed too; your comments and reactions stay. If you're the album's last admin, its longest-standing member becomes an admin. You can rejoin with a new invite, but the deleted photos do not come back. When an admin removes someone, that person's photos and videos stay unless the admin also chooses to delete them.
Why did AI matching stop finding people?
Free albums include face matching for 50 photos, shared by everyone in the album, so you can see it work before you pay. That allowance is per album and one-time: a second free album gets its own, and neither of them comes back once it is spent. An album that Unframed Plus or Max covers, or that is upgraded, is matched from those allowances instead, and they are scoped differently. Unframed Plus gives your ACCOUNT 440 matched photos a month (Unframed Max: 1,000), shared across every album you cover, and that one does refresh — at the start of each month. Upgrading an album instead gives THAT ALBUM face matching for 2,000 photos per upgrade, for its lifetime, counting the photos it already matched for free, and does not refresh. So the "matched" number on an album is that album's whole history, while a Plus or Max figure counts your account's current month — the two are not meant to agree. When an allowance runs out, further matching pauses; existing matches stay, and photos added before an upgrade can also be matched within the available allowance. Photos and videos keep uploading either way — running out never stops an upload. And matching only runs for people who have enrolled and have face matching on: in an album where nobody has, photos are not scanned (and use none of the allowance) until someone enrolls.
How does face matching work, and who gets identified?
Face matching is opt-in: only people who enroll a selfie can ever be identified, and only in albums they are a member of, with face matching on. When a photo is added to an album where someone uses face matching, the faces in it are compared with the face signatures of people who use face matching on Unframed. Only matches with members of that album who have it turned on are kept. No one else is identified, and nothing about other faces is stored. (The whole photo is analyzed and every face in it is detected to make that comparison.) When you turn face matching off, you aren't tagged in any album, and your existing tags are removed; turn it back on and new photos, and the photos already in your albums, can tag you again. Deleting your face signature also removes the tags it made. The details are in our Privacy Policy.
What do the plans cost?
Joining an album is always free, up to 80 people per album. Free accounts host 2 albums, each with 250 photos, 5 videos, 2GB and 8 people uploading, plus face matching for 50 photos in each free album. Unframed Plus is $4.99/month, or $39.99/year to save 33%: host as many albums as you want, each with up to 4,000 photos, 200 videos and 20 people uploading, with full-quality originals kept while covered. Its storage and AI allowance are per account, not per album: a 25GB originals library and 440 matched photos a month, shared across every album you cover and refreshing at the start of each month — and one tap also covers an album you already joined. Unframed Max is $9.99/month, or $99.99/year to save 17%: everything in Plus, with a 300GB library (albums of up to 30GB each) and 1,000 matched photos a month. Upgrade this album is $29.99, paid once and kept forever: room for 2,000 photos, 100 videos, 15GB and 25 people uploading, AI matching for 2,000 of that album's photos, and its full-quality originals kept forever. It stacks: buy it again to add more room, up to 10 upgrades per album — each further upgrade adds another 2,000 photos, 100 videos, 15GB, 2,000 AI matches and 25 more people uploading (up to 80), and on an album Plus or Max covers each upgrade adds to the plan's limits — the plan's share lasts while it covers the album, the upgrades' is kept for good. Prices in USD; everything is bought in the Unframed app, through the App Store or Google Play. See the full lineup.
Can I upgrade an album more than once, or on top of Plus or Max?
Yes — Upgrade this album stacks. Buy it again for the same album to add more room — up to 10 upgrades per album — and each upgrade adds another 2,000 photos, 100 videos, 15GB and 2,000 AI matches, and 25 more people who can add photos (up to 80 per album). It works on an album that is already upgraded, and on one covered by Unframed Plus or Max: there each upgrade adds to the plan's limits — for example 4,000 + 2,000 = 6,000 photos. The plan's share lasts while it covers the album; the upgrades are kept for good. Anyone in the album can buy it, in the Unframed app.
How many people can join an album?
Joining is always free, up to 80 people per album. That limit is the same on every plan — no subscription or upgrade raises it. How many of them can add photos is a separate limit, which upgrades and plans do raise. If an album is full, an admin can remove someone who doesn't need to be in it, or you can start a new album.
The album won't take new photos anymore
Three different things can cause that. If the album is out of room, upgrade it in the app: the room applies to the whole group instantly, and an album can be upgraded again whenever it fills, up to 10 upgrades per album, each upgrade adding another 2,000 photos and 100 videos — on the web you'll be pointed at the app, since the website takes no payment. If the album is at its limit for how many people can add photos, an upgrade raises that too: an upgraded album allows 25 people and each further upgrade makes room for 25 more, while an album covered by Unframed Plus or Max allows 20, plus 25 for each upgrade on top — up to 80 per album either way. If the album has ended, one of these happened. An admin set an end date or stopped new uploads: an admin can turn them back on at any time (a free album still closes when the free plan's window passes). Or the free plan's window passed, 14 days after the reveal (or 365 days after the album was created, if that comes first), or for an album without a seal, 14 days after the 90-day mark it was created with: upgrading the album, or covering it with Unframed Plus or Max, reopens it, unless an admin has also ended or stopped its uploads. Or the Plus or Max cover that kept it open ended, which puts it back under the free plan's window: upgrading it, or covering it again, reopens it, unless an admin has also ended or stopped its uploads. Whatever the reason, closing to new photos deletes nothing, and the album stays browsable and downloadable; if a Plus or Max cover ended, though, anything beyond the free plan can still be deleted on the date the album's notice shows (see "An album I'm in says it will be deleted").
How do I delete a photo, my face data, or my whole account?
You can delete any photo you uploaded from the photo viewer (app or web) — even while the album is sealed, under Your uploads — and an album's admins can delete any photo in it. Your face signature can be deleted in the app under Profile → Face recognition, or on the web under Account settings → Face signature. To delete your entire account — including all your uploads and face data — go to Profile → Delete account in the app, or sign in on a computer and open Account settings. Deletion is permanent. What it removes, and what we keep, is under Delete your Unframed account below.
How do I turn reveal emails on or off?
Reveal emails are off unless you turn them on. Turn on "Email me when an album opens" in the app's settings (or Account, Emails on the web) and we email your verified address when an album you're in is revealed. Every reveal email has a one-click unsubscribe link, and you can turn them off again in the same place. Notices about your data — such as an album that is going to be deleted — are still sent, because they are about your albums and photos.
A purchase didn't apply to my album
Purchases happen in the Unframed app, are processed by the App Store or Google Play (whichever your phone uses), and can take a moment to sync. Pull to refresh the album, or open the paywall again and tap "Restore purchases". The website never charges you, so nothing bought there can be missing. Still stuck? Email us with the album name and we'll sort it.
Someone uploaded something they shouldn't have
Report it from the photo's menu — an album's admins can remove media and members, and reports also reach us. For urgent issues email support@scientsolutions.ca with "URGENT" in the subject.
Delete your Unframed account
How to delete your account in Unframed by 14923626 Canada Inc., and what happens to your data when you do. You can delete it at any time, three ways:
- In the app (iPhone or Android): Profile → Delete account.
- On the web: sign in on a computer, then open Account settings → Delete account.
- Without the app: email support@scientsolutions.ca from the email address on your account and ask us to delete it. We answer within one business day.
Deleting your account does not cancel an App Store or Google Play subscription. Cancel it in the store's subscription settings (on iPhone: Settings → Apple Account → Subscriptions; on Android: Play Store → Payments & subscriptions → Subscriptions), or it keeps renewing. If you sign up again later, Restore purchases moves an active subscription to the new account.
What is deleted
- Your account and profile: your name, profile photo, email address and sign-in details.
- Every photo and video you uploaded, in every album.
- Your comments and reactions, the reports you made, and the face-match tags that marked you in other people's photos.
- Your face template (face signature). It is destroyed first, and it is never kept in backups.
- Your device tokens, which we use to send you notifications.
- The crash reports, in-app activity events and usage records linked to your account, including the copy our analytics provider, PostHog, holds: it deletes that copy in the background, typically within a week.
- Albums you are the only member of. Albums you share with other people stay with them, without anything you added; if you were an album's only admin, another member becomes its admin.
What we keep, and for how long
- Purchase records. The record of each App Store or Google Play purchase (what was bought, when, the store's transaction reference and the account it was applied to) is kept for as long as we operate the service, so the same purchase can't be redeemed again on another account, a store refund can still be matched to what it paid for, and for our financial records. It holds no photos and no payment details.
- Backups. Deleted accounts age out of our rolling backups within 35 days, and deleted photos, videos and profile photos can remain in encrypted storage backups for up to 30 days before they are permanently purged.
- A deletion marker. Kept for 400 days after the deletion completes, and then removed, usually within a few days. It holds only the code our analytics used for your account (never your name or email address) and the day the deletion happened (not the time), so that a late analytics record for that code is thrown away instead of being sent to PostHog.
- Other members' records. Records of other members joining an album you created, or through an invite you made, before your deletion began name your code as that album's host or as the person who invited them. They belong to those members, so they stay until those members delete their own accounts. A join recorded once your deletion has begun never names you.
- A note with no identifier. One analytics record with no identifier at all, dated only to the day (not the time): that an account was deleted, how long it existed, whether it was paying, how many albums it hosted, and whether you or we deleted it.
The full detail is in our Privacy Policy.
Unframed