Android iOS

Frequently asked questions

When editing / saving my videos / video grids / photos, my app crashes

Don't worry! Try out the steps below:

  1. Delete the app and then reinstall it
  2. Check if you have enough storage on your phone

If the app keeps crashing, please send a screenshot of the issue to help us locate the problem faster. Thank you for your patience!

Text

Why can’t I change my text color, font, etc.?

Don't panic! You can go to the settings on your phone and check whether you've turned on the high contrast settings. If it's enabled, you won't be able to change the text color when using PhotoGrid. After you turn it off, select 'DONE' on the upper right of PhotoGrid to enter the text editing page.

Why does my text wrap to the next line automatically?

Don't worry! We have already fixed this problem, please update to the latest version:)

Watermark

Why is my watermark not showing up?

Tap 'More' on the upper left of PhotoGrid's main page to go to PhotoGrid settings, and find 'Show watermark on image'. Once you turn it on, the watermark will be shown on your picture every time you enter the edit mode:)

How to turn off the watermark forever?

Tap 'More' on the upper left of PhotoGrid's main page to go to PhotoGrid settings, and find 'Show watermark on image'. Once you turn it off, the watermark will not show up when you enter the edit mode:)

Add music

How can I add my own music?

Here are the steps for you to add your own music:

  1. Make sure that your file is an MP3 file
  2. Move the file to any folders on your phone except the 'download file' and remember where you move it to
  3. Go to the editing page, select 'Music' > 'My Music' on the upper right to add your own favorite music

The materials I exchanged with PG points are gone!

Don't panic! This issue may occur if you have changed your phone or reinstalled the app before. Please make sure you've logged in with the exact PhotoGrid account where you exchanged for materials, and download the materials again.

Where to find my saved photos?

Tap 'More' on the upper left of PhotoGrid's main page to go to PhotoGrid settings, and click on 'Save path' to see where the photos are stored.

Quality adjustment

Tap 'More' on the upper left of PhotoGrid's main page to go to PhotoGrid settings, and click on 'Picture size' / 'Slideshow quality' / 'Video grid quality' to make adjustments as per your needs.

VIP Membership

I just bought a Premium membership, why can't I use it?

Don't worry, just follow the steps below~ Please note that your subscription is tied to your Google Play account, here are the steps for you to restore your membership:

  1. Go to the Google Play Store to check if your subscription shows normally

  1. Remove the accounts that don't have your PhotoGrid subscription (important)

(For Samsung users: go to 'Settings' on your phone > 'Accounts and backups' > Accounts, then delete the ones that you didn't purchase PhotoGrid Premium with)

  1. Exit the app and re-enter for 1 ~ 2 times

If this does not work, please contact us immediately. We will make sure you enjoy our membership as soon as possible!

How to enjoy my membership on another device?

Warm reminder, the membership is tied to you Google Play account, please make sure your another device is logged in to the same Google Play account that you purchased PhotoGrid Premium with, and try to re-enter PhotoGrid for 1 - 2 times, then you'll be able to enjoy your membership on that device!

If you are still facing the problem, please try the steps provided under the question 'I just bought a Premium membership, why can’t I use it'.

Can I still enjoy the membership if I switch from Android to iPhone?

We're sorry to tell you that the restore function only works within the same operating system.

If you still have questions, please feel free to contact us.

Why isn’t my watermark appearing transparent?

Please make sure the file name ends with '.png' and retry. If the problem continues, please send us the file for further testing.

How do I cancel my subscription?

What did you dislike about the membership? We'd appreciate it if you could give us your feedback to help us do better.

If you still wish to cancel your subscription, [please click on the link to go to Google Play Store] (https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en).

Subscription issues

Why am I being charged unknowingly?

The subscription will be auto-renewed after the free trial via the Google Play Store within 48 hours before it runs out. Warm reminder, since the transaction is via Google Play Store, there is no authorization for us to proceed your related requests.

If you need to cancel the subscription and request a refund, [please click on the link to go to Google Play Store] (https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en).

Why am I still being charged after deleting the app?

Please note that deleting your app will not cancel your subscription. If you need to cancel your subscription, [please click on the link to go to Google Play Store] (https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en).

Account issues

Why can't I login to my account?

If you were using Facebook login previously, we are sincerely sorry to inform you that the connection between Facebook and our app has been interrupted recently due to several reasons. To restore your PG points and your photos, please contact us immediately so we can help.

How do I change my username or password?

You can go to your profile page and tap on your profile picture to edit your username:) If you were using social logins, like Instagram, Gmail, etc., you'll have to go to the corresponding app to change your password.

How to delete my posts?

After entering a post, click 'More' on the upper right, then you’ll be able to delete your post:)

Trust and Safety

We reserve the right to change the prices of our products and services in the future. Should any conflict arises between different translations of these terms, the English translation will prevail. Certain support services and related documents may be available in English only.

Privacy Policy:

http://www.cmcm.com/protocol/site/privacy.html

Terms of Use:

http://www.cmcm.com/protocol/site/tos.html