Support

What is ink?

Ink is what reading a page costs. A plan grants ink on a schedule; packs are bought outright when you have a long afternoon of scanning ahead of you.

Plan ink expires three months after it is granted. Pack ink never expires. When you scan, the oldest ink is spent first, so the ink that is about to expire is always used before the ink that will keep.

I moved to a new iPhone. What comes with me?

Open Settings in Heirloom, then Your ink, and tap Restore purchases. Sign in with the same Apple Account you bought with, and your plan comes back.

Ink already in your well does not travel yet. Ink is counted against the install that earned it, so a new iPhone — or deleting and reinstalling on the same one — starts with an empty well even though your plan is restored. We are building sign-in so ink follows you instead; until then, write to support@heirloom.page and we will put your ink back by hand.

Your archive does not travel this way either — it comes from your device backup.

The transcription got a word wrong.

It will, sometimes. Nineteenth-century hands are hard, ink bleeds through paper, and names were spelled differently by the same person on different days. Every transcription is editable — open the document, tap the passage, and correct it. Your correction is what the Archivist reads afterwards.

Rescanning helps more than you would think. Flat light, no shadow across the page, and the whole sheet in frame.

Where are my documents kept, and who can see them?

Your archive is stored on your iPhone. To read handwriting, the pages are sent to Anthropic — that is how the reading happens, and it is written out in full in the Privacy Policy. There is no Heirloom account, and we do not hold a copy of your archive.

How do I delete something — or everything?

Deleting a document takes its pages out of your archive, and Undo brings them back for the next thirty days. To remove the whole archive at once, use Settings → Erase All Data — it offers you an export first — or delete the Heirloom app from your iPhone.

If your iPhone is backed up, the archive is in that backup too, until you remove the backup.

I want a refund.

Refunds are handled by Apple, not by us — request one at reportaproblem.apple.com. Tell us as well, though, if something went wrong. We would rather fix it.

What do you need from me to look into a problem?

Your iPhone model and iOS version, the Heirloom version from Settings → About, and what you were doing when it went wrong. Please do not send us the document itself unless we ask — we would rather not have a copy of your family’s papers in an inbox.