Support
How can we help?
Find answers below, or email us. A real person reads every message.
Contact us
Email support@jaymomaya.com. We usually reply within two working days.
It helps if you tell us your iPhone model, your iOS version and what happened. Please don’t send photos unless we ask, and you never need to share your Apple Account password.
Getting started
How does LoveLapse work?
Keep hearting photos and videos in Apple Photos as you normally would. LoveLapse groups your favourites into Moments, such as a weekend away or a birthday, and turns them into Reels, Stories and collages. All of it is made on your iPhone.
It says “Heart a few photos to begin”
LoveLapse needs at least 3 favourites to make your first Moment. Open Photos, tap the heart on a few photos or videos you love, then come back to LoveLapse.
Which iPhones are supported?
Any iPhone running iOS 17 or later.
Photos access
LoveLapse can’t see my favourites
Photos access is probably off. Go to Settings › Apps › LoveLapse › Photos (on iOS 17: Settings › LoveLapse › Photos) and choose Full Access or Limited Access.
With Limited Access, LoveLapse only sees the photos you picked. To add more, open the same setting and tap Edit Selected Photos.
A photo I favourited isn’t showing up
- Check that Favourite Mode is on in the You tab. While it’s paused, new favourites wait until you turn it back on.
- Pull down on Today to check for new favourites.
- With Limited Access, make sure the photo is one of the ones you allowed.
Can I change how my Moments are grouped?
Yes. Open a Moment and use Rename, Merge or Split. LoveLapse remembers your changes and won’t regroup Moments you’ve edited.
Where do place names come from?
From location info that’s already saved in your photos. LoveLapse matches it to the nearest town using a list built into the app, so it works offline. If a photo has no location, or was taken far from any town, its Moment has no place name. You can rename it.
Making, saving and sharing
“A Reel needs at least 3 clips”
A Reel needs 3 or more photos or videos. Open the Moment and tap Edit media to add more of its favourites, or make a Reel from a Moment with more favourites.
I can’t save to Photos
LoveLapse needs permission to add to your library. Go to Settings › Apps › LoveLapse › Photos (on iOS 17: Settings › LoveLapse › Photos) and allow Add Photos Only or Full Access. You can also tap Share…, which doesn’t need this permission.
If you see “Not enough space”, free up the amount shown and try again.
My Reel stopped when I left the app
iOS gives apps only a short time to finish work in the background. If it runs out, LoveLapse stops cleanly and nothing is lost. Open LoveLapse and tap Export to try again.
Some photos take a while to load
If you use iCloud Photos with Optimise iPhone Storage turned on, the full-size originals may be stored in iCloud. Photos downloads them from Apple when LoveLapse needs them, which takes a moment and needs an internet connection. Everything else in LoveLapse works offline.
Can I add music to my Reels?
Reels use the original sound from your videos, and photos are silent. LoveLapse doesn’t include music, so your Reels are free of licensing problems. You can add music afterwards with the tools in the app you share to.
How do I free up space?
Open the Made tab. Tap Clear to remove temporary previews, or touch and hold a creation and tap Delete. Deleting in LoveLapse never removes anything from your Photos library.
How do I turn off the Sunday reminder?
Turn off Sunday Drop in the You tab, or turn off notifications for LoveLapse in Settings.
Cost
Is LoveLapse free?
Yes. Every template and feature is free, with no ads, no in-app purchases and no account.
Privacy
Your photos, videos, favourites and memories are processed on your iPhone and are not uploaded to LoveLapse. There’s no account, no ads and no tracking. Read the full privacy policy.