The Basics Navigation Subscription Information: Login Trouble

1. What is HoldMyMemories.com?

HoldMyMemories.com is the place to hold, organize, and share your family memories.

2. What is the difference between HoldMyMememories.com and other social networking sites?

There are many social networking sites out there; Facebook, Twitter, and LinkedIn to name a few. These sites are great for connecting and "sharing the moment" letting your friends know what you are doing now.
We are a little different; HoldMyMemories.com is about holding your memories.
HoldMyMemories.com is also unique in that our network of HoldMyMemories.com licensed studios can post images from you professional portrait session to your family website. Other sites can't do that!

At HoldMyMemories.com we don't compete with the other social networking sites, we integrate with them. Your photos, videos, and other memories can be easily shared with your Facebook, Twitter and other accounts.

3. How do I upload pictures, video, and audio?

To upload new media content:
1. Click on “Add ” in the upper left-hand corner of your HoldMyMemories.com site.
2. Choose the name of the album you wish to upload into or create a new album.
3. Click on "Add Files"
4. Browse to the image(s) you would like to upload.
5. Click on "Upload"

4. Can I put professional studio photographs on my page?

You must own the copyright for any image you upload to HoldMyMemories.com. We currently have a network of HoldMyMemories.com licensed studios. If you visit a Holdmymemories.com studio, that studio will post your images to your account, allowing you to share those special photo sessions with family and friends, post your images to Facebook, and share in ways that were previously not possible with images taken at a professional studio!

5. How do I share my images on other social networking sites like Facebook and Twitter?

To share from the Timeline view, click on the image you wish to share. From the menu bar at the top, select the share icon (looks like a sideways “V”). Simply click on the site you wish to post to, and you will be redirected to a screen prompting you for your login information. Once you log in, you will be able to share content from HoldMyMemories.com on that site.

You can share both individual images and albums from the Album view. To share from the album view, hover your mouse over either the album or image that you wish to share. Select the share icon from the menu that appears. Simply click on the site you wish to post to, and you will be redirected to a screen prompting you for your login information. Once you log in, you will be able to share content from HoldMyMemories.com on that site.

6. Does HoldMyMemories.com resize my image files?

HoldMyMemories.com keeps the original full resolution image file of all personal uploaded images. The resolution of your uploaded studio images will vary by location.

7. How do I move pictures to a different album?

To move albums:
1. Select the “My Albums” view
2. Click on the album you wish to move, and drag it over the album you wish to move it into.
3. When you see a yellow border around the album you are moving into, release.

4. You can also move an album by hovering your mouse over the album you wish to move, selecting the Settings icon (looks like a gear), and then selecting the move icon from the menu bar at the top.

To move an individual image:
1. Open the album that contains the image you wish to move.
2. Hover your mouse over the image you wish to move, and select the move icon (looks like a cross).
3. Select the album you wish to move the image to from the list that appears. To move the image out of all albums, select “Root”.

Note: You cannot move or rearrange images stored in the “Studio Sessions” chapter.

8. Why can't I see the pictures from my studio session?

There are a few reasons that you may not be able to see the images from your studio session. One is that the studio may not have uploaded your images yet. In this case, please contact the studio where you had your session.

The second reason may be that you are not a premium member and your 30 day premium trial has expired. Unless you sign up for a premium (or family) membership, your studio sessions are only visible for 30 days after your account was created by the studio. If you choose to activate your premium (or family) membership in the future, your images will become visible again.

The third reason that you might not be able to see your images is if your chapters are set to "private."

9. How do I change the privacy settings on my albums?

To change your album’s privacy setting:
1. Go to the “My Albums” view.
2. Hover your mouse over the album you would like to change, and select the Settings icon (gear).
3. Select the privacy icon from the menu bar (lock), and select the privacy setting you prefer.

Take note - you can also change the privacy settings on individual images. To do so, follow the same steps as above, however from the individual image level, not album level.

10. How do I change my family icon?

To change your family icon:
1. Click on the settings icon (gear) on the right-hand side of the main menu bar.
2. Select “edit Profile”, and then click on Upload Profile Image. Select the image you want to set, and click on Save.

11. How do I enter a contest?

To enter a contest:
1. Log into your account
2. Click on "Contests" to the left
3. Click on contest you wish to enter
4. Read the rules for the contest you wish to enter, and click on "Enter Contest"
5. After agreeing to the rules and regulations, you will be prompted to select the image or video you wish to enter.
OR
1. Log into your account
2. Select the image you wish to enter, and click on the contest icon from the menu bar.
3. Click on the contest you wish to enter.
4. Read the rules for the contest you wish to enter, and click on “Enter Contest”.
5. You must agree to the rules and regulations before the image will be entered.

12. How do I vote for my contest entry?

All contest entries must first be approved before they are posted to the contest page. You will receive an email with this confirmation that provides a button you can click to view and vote for your entry. You can also send this link to friends and family.
View the contest rules for contest specific voting periods and any limitations for voting.

13. How do I order images online?

1. Log into your account.
2. Select the image you wish to order.
3. Click on the “Add to Cart” icon (Shopping Cart) in the menu.
4. Indicate the quantity next to the size(s) you wish to order.

a. Take note at this point you can edit the image if you choose by clicking on “Edit Image”.

5. Review the shipping information, and click on Checkout.
6. Complete the prompts to enter your payment information.

Take note: If you order digital images, you will receive an emailed receipt after placing your order. The link to download your purchase is located beneath the thumbnail of the image on this receipt.

14. How much is a HoldMyMemories.com account?

There are three different types of accounts that HoldMyMemories.com users can have. The first account is completely free! It easily allows users to post up their personal memories to share with friends and families. Free accounts are limited to 2 GB of storage.
Our family account provides 40 GB of storage space and allows users to view images from their studio sessions.
Our premium account, in addition to everything from the other two accounts, provides 100 GB of storage and as well as studio benefits to users such as free sessions, free products, discounts, and studio credits. Click Here to see a side by side comparison! (Benefits vary by location.)

15. What are studio credits?

Studio credits are one of the many great studio benefits of your HoldMyMemories account. A percentage of your subscription fee, up to 100%, is applied as a credit at your HoldMyMemories.com studio. Studio credits accrual will cap at one year. If credits are not redeemed for a period of one year, credit accrual will stop until credits have been redeemed. Your current studio credit amount is displayed along the bottom of the screen and also on the initial page of the “ Manage My Site” tab. Please note that only premium memberships accrue studio credits. Studio credits are only available on active accounts. Studio credits may vary by location.

16. How do I use my studio credit?

Studio credits can be used towards your purchase at your local HoldMyMemories.com studio. You can either tell the studio what your credit is, or you can have them look it up for you. They will then apply it towards your purchase.

Studio credits can also be redeemed online (at select studios). To redeem online, on the checkout page, click on the button on the right hand side to apply credits. This must be selected before completing the order or the total amount will be charged to the payment method.

17. Why am I seeing a $9.95 charge on my account every month?

Your premium membership can be paid for in one month, six months, or one year increments. Regardless of which method you initially paid for, at the end of that time period, your membership will begin to automatically renew on a monthly basis at $9.95/month. If you would prefer, at any time you can upgrade to a six month membership for a savings of $10 or a one year membership for a $20 savings.

18. How do I upgrade my account?

To upgrade your account:
1. Click on the settings icon (Gear) on the right-hand side of the main menu bar.
2. Click on "Account Settings".
3. Click on "Upgrade My Account".
4. Select which type of membership you would prefer (note: only premium memberships give studio benefits and allow you to view your studio sessions online)
5. Enter your billing and credit card information, as well as the duration of membership you would like to purchase.

Note: Once you enter you submit your new credit card information, your card will be billed immediately so it is best to wait until your previous billing period is about to expire before doing this. However, do not wait until 24 hours before your membership is about to renew as this can result in a double billing.

19. How do I change the credit card that my account is charged to?

To change your credit card:
1. Click on the settings icon (Gear) on the right-hand side of the main menu bar.
2. Click on "Account Settings"
3. Click on "Upgrade My Account"
4. Select which type of membership you would prefer (note: only premium memberships provide studio benefits)
5. Enter your billing and credit card information, as well as the duration of membership you would like to purchase
Note: Once you enter you submit your new credit card information, your card will be billed immediately so it is best to wait until your previous billing period is about to expire before doing this. However, do not wait until 24 hours before your membership is about to renew as this can result in a double billing.

20. How do I cancel my site?

To cancel your Premium Membership:
1. Log in to your account at HoldMyMemories.com
2. Click on the settings icon (Gear) on the right-hand side of the main menu bar.
3. Click on "Account Settings"
4. Click on "Cancel My Account".
If you cancel you will still have access to the admin portion of your site and can still upload and share personal images and videos; however you will lose your family website address, access to your studio images, and your studio benefits including studio credits. Access to your studio images and studio benefits will be restored if you reactive your account in the future. Take note that it is up to the studio’s discretion if they choose to honor studio credits accrued prior to an account being canceled and reactivated.

21. What do I do if I have forgotten my login information?

To obtain your login information simply click “Forgot Password" underneath the login boxes. Enter the e-mail address that the account is registered to in the next box then click "Submit". You will receive an e-mail with your login information within the next business day.

22. What if I no longer have access to the email address that my account is registered under?

If you can no longer access the email your account was registered to, or the email that was registered was incorrect, please feel free to contact us. Please provide us with as much of the following as possible:

1. The first and last name(s) on the account

2. Any e-mail addresses associated with the account

3. The studio name and location where the account was opened

4. The last 4 numbers of the Credit Card associated with the account (premium accounts only).

23. How do I change my password?

To reset your password:
1. Click on the Settings icon (gear) on the right-hand side of the main menu bar.
2. Click on "Change Password"
3. Enter your previous password and the new password you want to change it to.

24. How do I password protect my family site?

Unless you request so when your site is created by the studio, your site will be publically accessible to those who know your family site url. All of your public images and videos will be visible even if they are not logged in.
To password protect your site:
1. Click on the Settings icon (gear) on the right-hand side of the main menu bar.
2. Click on "Public / Private"
3. Select "Yes" and then enter the password you would like to use.

For further questions, please feel free to contact us.