Why can't I see my memories in the Legacybox app?Updated 2 hours ago

If you don’t see your memories in the Legacybox app, it’s usually one of the reasons below.

You see your order status instead

Your memories aren’t ready yet. Until they are, the app shows where your order is: Preparing, Shipped, Received and Getting Ready, or Digitization in Progress. When digitizing is done, your memories appear automatically. You don’t need to sign in again.

You see a message about your membership

Your membership is inactive. Tap Reactivate Membership to reactivate it on our website. When you come back to the app, your memories will appear.

Some memories are missing

Memories you’ve hidden on the website don’t appear in the app. To unhide them, see How do I hide or unhide a memory?

If memories are missing on the website too, see Why are some of my digital files missing?

You see no memories and no order

You may be signed in with a different email address than the one on your order. In the app, open Settings to check which email you’re using. If it’s wrong, tap Sign Out and sign in with the email you used to place your order.

You can’t install the app

The app needs iOS 26 or later, which runs on iPhone 11 or newer and iPhone SE (2nd generation or newer). Older iPhones, like the iPhone XR and XS, can’t install it. You can still view everything at my.legacybox.com in your web browser.

Videos won’t play

Check that you’re connected to Wi-Fi or cellular data. Videos stream from our servers, so a weak connection can slow them down. If a video still won’t play, close and reopen the app.

Still stuck?

Email us at [email protected] or call 423-375-0000. We're available Monday through Friday, 9:00am-5:00pm EST. Let us know the email address you’re signing in with.