Support
Email hello@mosaiccam.com and a human will reply. If you're mid-event, say so in the subject line and we'll jump the queue.
Joining an album as a guest
Scan the host's QR code, or open the link they sent you. There's nothing to install: on an iPhone the camera opens straight from the code, and on Android or a laptop it opens in the browser. You'll be asked for a first name so the host knows whose photos are whose.
The code won't open anything
If you see “This album isn't open yet”, your invite is fine — the host hasn't finished setting the event up. Ask them to complete it and try again. If the album says it's full, the host has reached the guest limit on their current plan and can lift it by upgrading. If the code isn't recognised at all, double-check it with your host: codes are tied to one specific function of an event.
Photos aren't uploading
Uploads continue while the camera is open, and retry on their own if the venue's signal drops. Keep the page or camera open until the count settles. If you closed it early, reopen the same link on the same device and anything still queued will finish.
Getting the photos out
Hosts can save every original to their camera roll from the Vault, or export to iCloud Drive, Dropbox or Google Drive. Downloads pick up where they left off rather than saving the same photo twice. Guests can save their own shots, and everyone else's if the host has allowed it.
AI credits
One credit upscales one photo — it roughly doubles resolution, clears noise and restores faces. Credits belong to your account rather than to a single album, so they carry across every event you host. Plans include credits, and you can buy more from the Studio tab. See pricing for what each plan includes.
Plans, purchases and Vault Keeper
Album plans are one-time purchases tied to a single event. Vault Keeper is a monthly subscription that keeps every one of your events' galleries hosted indefinitely; it renews until cancelled, and you can cancel any time from your Apple subscriptions with access continuing to the end of the paid period. All payments are handled by Apple, so refunds follow Apple's refund process. If a purchase was charged but didn't apply, reopen the app — it retries on its own — and email us if it still looks wrong.
Privacy, face matching and deleting your data
Face matching is off unless a host turns it on, and a guest only joins it by giving explicit consent with a selfie. Hosts can delete an event, and anyone can delete their account and its content from Settings in the app. Full detail is on the privacy page.
Still stuck
Email hello@mosaiccam.com with your event name and roughly when it happened, and we'll take it from there. See also our Terms of Service.