Shared memory capsule

Capsoul Support

Support information · July 31, 2026

Seal the moment. Let time give it meaning. If something interrupts that shared wait, we are here to help.

Contact

Email support@capsoul.chat. Include the email address on your Capsoul account, the approximate time of the issue, your app version, and a capsule or transaction reference when relevant.

Protect your account: never email a password, verification code, Apple password, App Store receipt containing sensitive account data, APNs key, or other private credential.

Purchases and Memory Credits

If a completed App Store purchase does not appear, keep Capsoul signed into the account that made the purchase, reopen Profile → Memory Credits, and allow automatic unfinished-transaction recovery and server verification to complete. Consumables do not have a normal Restore Purchases button. If the balance still does not update, contact Support with the approximate purchase time and a non-sensitive App Store transaction reference. Apple controls billing and refund decisions.

Before sealing, review the server-provided Memory Month requirement. One through five recipients use the same sender-only amount, and withdrawal does not return used Memory Months. See the Paid Preservation Policy for full details.

Opening and local documents

Confirm the scheduled opening time, internet access, notification permission, and that you are signed into the invited account. In a group capsule, content follows the shared opening rules and participants may see opening-progress notifications.

After opening and the cloud release period, the memory may exist only as a local document. Back up your device before deleting Capsoul, clearing app data, or moving to a new device.

Reports and blocks

Eligible received Shared capsules can be reported from the capsule actions. Choose the closest category and add only details needed for review. Reporting and blocking are separate: you may also block during a report, block from a contact, or manage blocked accounts from Profile. Unblocking does not recreate unavailable content.

Account access and deletion

For sign-in trouble, verify the email or phone number and use the supported recovery flow. Account deletion is available from Profile. If you cannot access the app, email Support from the account address so we can provide verification steps.

Policies

Review our Privacy Policy, Terms of Service, and Paid Preservation Policy. These pages are also available in Simplified Chinese.