Landmark & location
Enable precise location while using the app, move into the Landmark area, and retry outdoors when possible.
Unlocked support
Let’s get you back out there.
Find the fastest answer below, or send us a note. Include the email on your account and what you were trying to do—never send a password or payment details.
Email supportStart here
Quick help
Photos & Memories
Use a clear, well-lit reference with one visible person. A Memory can take a few moments to finish.
Credits & purchases
Stay signed into the same app and store accounts. Failed Memories should return their credit automatically.
Privacy & deletion
Remove references from Profile or permanently delete your account and private content in the app.
Common questions
Answers before the next stop.
Why won’t a Landmark unlock?
Make sure Location is enabled, move closer to the Landmark, and try again with a clear view of the sky. Unlocked checks that the sample is current, reasonably accurate, and inside the supported unlock area.
Can I create a Memory after leaving?
Yes. A successful Landmark unlock stays on your account. You can choose an Experience and create its Memory later from anywhere.
Why does a Memory need a reference photo?
A clear reference helps the requested Memory resemble its approved subject. You can add up to three references and remove any or all of them in Profile.
My Memory failed. Did I lose a credit?
A permanently failed generation is designed to return its credit automatically. Refresh your balance. If it still looks wrong, contact support with the email on your account and the approximate time of the request.
How do I restore a purchase?
Open the Credits screen while signed into the same Apple or Google account used for the purchase. Unlocked reconciles eligible store transactions. Contact support if the balance still does not update.
How do I delete my data?
Open Profile and choose Delete account and all data. You can also remove individual reference photos or open a Memory and choose Delete Memory from its menu. Deleting a Memory keeps its Landmark unlocked and does not refund credits. Our public deletion page has full instructions.
Still stuck?
Tell us what happened.
For account-specific help, write from the email connected to Unlocked. Share the Landmark or Experience name, your device type, and the approximate time of the issue.