Android iOS

Frequently asked questions

Why can't I find my photos?

Don't worry! The problem is fixed in the latest version, please update to the latest version:)

My picture turns blurry when it's saved

Don't worry, please make sure whether your picture is from iCloud. If so, download it into your camera roll and edit again.

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!

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 check if you've turned off the watermark auto-settings. 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 you'll be able to turn off the auto-settings of the watermark. Once you turn it off, the watermark will not show up when you enter the edit mode:)

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.

Quality adjustment

For iPhone users, please tap 'More' on the upper left of PhotoGrid's main page to go to PhotoGrid settings, and click on 'Video quality' / 'Save quality' to make adjustments as per your needs.

For iPad users, please tap 'More' on the upper right of PhotoGrid's main page to go to PhotoGrid settings, and click on 'Video quality' / 'Save 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! Please note that your subscription is tied to your Apple ID, so please:

  1. Go to the main page of PhotoGrid
  2. Click 'Store' on the lower left
  3. Select 'Purchased' on the upper right
  4. Tap 'Restore' on the upper right

If the problem continues, here are the steps for you to make sure whether you’re in a membership:

  1. Go to App Store and click on your profile photo
  2. Select 'Subscriptions' to see if PhotoGrid is in it

  1. Reinstall your app

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

I bought the Premium membership on my iPhone, can I enjoy the same membership on my iPad?

Yes, you are able to enjoy the Premium membership on your iPad as long as you're logged in to the same Apple ID. Please follow the steps below:

  1. Make sure your iPad's Apple ID is the same as that of your iPhone (the one that has your PhotoGrid subscription)
  2. Go to the main page on PhotoGrid and click 'More' on the upper right
  3. Select 'Join Premium Plan'
  4. Select 'Restore' on the upper right

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 iPhone to Android?

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 leave us your feedback.

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 App Store.

Subscription issues

Why am I being charged unknowingly after a 3-day free trial?

The subscription will be auto-renewed after free trial via iTunes within 24 hours before it runs out. To cancel this, you'll have to be 24 hours or more in advance, and please click on the link to process the cancelation, and to avoid a nonrefundable auto-renewal.

Please note that since all the transactions in PhotoGrid are handled directly through the App Store, and deleting the PhotoGrid app doesn't cancel your free trial.

Why am I still being charged after deleting the app?

Please note that deleting your app doesn't cancel your subscription. If you need to cancel your subscription, please click on the link to go to App Store.

How can I avoid being charged unknowingly or the unexpected charges caused by my child?

If you or your family members clicked on the subscription accidentally and were charged unknowingly, you can click on the link to set up your screen time to prevent this from happening again in the future. If you need to cancel your subscription, you can cancel it by clicking me.

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.

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

Terms of Use:

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