How can we help?

How do I create my first timeline?

Open the app, tap the + button on the home screen, and follow the steps to name your timeline, choose a color, and invite the people you'd like to share it with. Every timeline can be tied to a piece of Siempre jewelry — your bracelet, pendant, or keepsake — so you can scan it anytime to jump straight in.

How do I add a memory?

Inside any timeline, tap the camera or pencil icon. You can add a photo, video, voice note, or text — along with a date, location, and the people who were part of the moment. Memories appear in chronological order on the shared timeline for everyone you've invited.

How do I invite someone to a timeline?

Open the timeline, tap the members icon at the top, then tap Invite. We'll generate a private link or QR code you can share. They'll need the 4siempre app installed to join.

I forgot my password.

On the sign-in screen, tap Forgot password and enter the email associated with your account. We'll send you a reset link. Check your spam folder if it doesn't arrive within a few minutes.

My account is locked.

For your security, we lock accounts after several failed sign-in attempts. We'll send an unlock link to your email — open it on the same device to restore access. If you don't receive it, email us at support@4siempre.com.

How do I delete my account?

Open the app, tap your profile photo, then Edit Profile, and scroll to the bottom. Tap Delete Account and confirm. This permanently removes your account, your timelines, and all the content you've uploaded. This action cannot be undone.

Can I change my email or phone number?

Yes — open Edit Profile from your profile screen and update either field. We'll send a verification link to your new email to confirm the change.

How do I activate a new piece of jewelry?

Open the 4siempre app and tap the QR scan icon. Hold your phone's camera over the QR code on your jewelry — you'll be guided through linking it to a new or existing timeline.

My QR code isn't scanning.

Make sure the code is well-lit, your camera lens is clean, and you're holding the phone steady about 4–6 inches away. If it still won't scan, email us a photo of the code and we'll help you link it manually.

Where's my order?

You'll receive an email confirmation with shipping details once your jewelry has shipped. For order status, please email us at support@4siempre.com with your order number.

What's your return policy?

Custom-engraved jewelry is final sale. Non-customized pieces can be returned within 30 days in original condition. Reach out and we'll send you a return label.

My photo or video won't upload.

Uploads pause if your connection drops and resume automatically when you're back online. If a memory has been stuck for more than a few minutes, force-quit the app and reopen it. Still stuck? Email us and we'll take a look.

How long are voice notes?

Voice notes can be up to 5 minutes long. Tap and hold the microphone icon to record, release to send. You can also save voice notes from chats into your timeline as a memory.

Can I import messages from WhatsApp?

Yes — go to your timeline settings and choose Import your love story. Export a WhatsApp chat (Settings → Chats → Export Chat) and select the zip file in the app. We'll convert your messages and media into timeline memories. Imports can take a few minutes for large chats. WhatsApp is the only source available today; iMessage, Telegram, Messenger and Android SMS are marked Soon in the app.

Is my imported chat data secure?

Yes, and it's worth knowing exactly how:

• The export file never leaves your phone. Your zip is opened and read on your own device. We don't receive the archive — only the messages and the individual photos, videos and voice notes you chose to bring over.
• Everything travels encrypted. Uploads go straight to our private cloud storage over an encrypted connection (TLS), using single-use signed links that expire after an hour. Nothing is ever placed at a public URL.
• Only your timeline's members can see it. Imported memories follow the same access rules as anything else you post — there's no public feed, and non-members can't reach them.
• It's never used to train AI models. When Sussy organizes an import into memories, the messages go to Anthropic's API under commercial terms that prohibit training on them.
• We delete what you didn't keep. If you cancel an import or it fails, everything it uploaded is deleted within 7 days. After a completed import, the uploaded message file is deleted within 30 days. The photos and voice notes you did import stay in your timeline until you delete them.

Siempre is not end-to-end encrypted: our servers do read your import in order to turn it into memories. Any product that organizes, searches or summarizes your content has to. See our Privacy Policy for the full detail.

Who can see my timelines?

Only the members you've invited. Timelines are private by default — there's no public feed, no algorithm, no recommendations. The people you share with are the only people who see what's there.

How is my data protected?

Everything between your device and our servers travels over an encrypted connection (TLS), your photos and videos are served through short-lived signed links rather than public URLs, passwords are stored only as hashes, and each device you sign in on gets its own revocable token. We run on AWS in the United States and we never sell your information. For full details, see our Privacy Policy.

Can I download a copy of my data?

Yes — email us at support@4siempre.com from the email address on your account and we'll prepare an export of your timelines, memories, and media. We aim to deliver exports within 30 days.