Support
Something not working
Write to us and a person answers. Most things below are quicker.
Contact
- [Support-E-Mail-Adresse]
- Answered within
- Two working days, in English or German.
If it is about one film, send its name and roughly when it was shot. That is usually enough to find it.
Guests cannot get in
A film stops taking new people when the host's shooting window closes, or when it is full. A code is six characters, digits and consonants only, so it never spells anything. Case does not matter and the app corrects the usual look-alike characters on its own.
If the link opens a web page instead of the app, the guest is on Android or a computer. Roll needs an iPhone.
The roll has not developed
It develops at the time the host set, not when the last frame lands. The host can develop it early: open the film, then Settings.
A payment did not raise the guest limit
The limit moves once Apple confirms the payment, which is usually seconds but can take longer on a bad connection. Close the film and open it again. If it is still on the old limit after a few minutes, write to us with the film name and we will look at the transaction.
Payments are per film. Buying room for one film does not change another one, and moving a film to a larger tier is a new payment at that tier's price.
Refunds
Apple is the seller for everything bought inside Roll, so refunds go through Apple at reportaproblem.apple.com. We are told when one is granted, and the film returns to the guest limit it had before the payment.
Removing things
The host can remove any frame, remove any guest, and delete the whole film. Deleting a film erases its photos for everyone who was in it, including the host, and cannot be undone.
If a frame needs to come down and the host is unreachable, write to us.
Your account and your data
Hosting a film needs an account; joining one does not. You can delete the account yourself: open Roll, tap Account at the top of your films, then Delete account. The films you host are erased for everyone in them, the frames you shot in other people's films go with you, and the account is gone. It cannot be undone.
For a copy of your data, or anything else the GDPR gives you, write to us from the address you signed in with and we answer within a month.
What we store, why, and for how long is set out in the privacy policy.
What Roll needs
An iPhone on iOS 17 or later, and a camera. Guests can shoot from the App Clip without installing anything.