Support
How can we help?
Most questions are answered below. If yours isn’t, write to us and a person will reply.
Email us at support@hecano.com.
It helps to mention your device, your iOS version, and what you were doing when the problem appeared. Please don’t send photos you would rather keep private.
Write to supportFinding trips
How does Wherelo find my trips?
When you allow photo access, Wherelo reads the dates and locations saved in your photos and looks for groups taken away from home. It starts with the last twelve months. All of this happens on your device.
A trip is missing, or the dates are wrong
In New film, open Dates & home to search a wider date range, change the home used for detection, or make one film from a range of dates. You can merge trips from the list header and adjust dates or split a trip from its menu. If detection doesn’t suit a trip, choose the photos and the place yourself.
Trips are suggestions based on the photos Wherelo can see. Photos without a saved location need a place assigned by hand, and hidden photos are left out.
Wherelo only sees some of my photos
If you gave Wherelo access to selected photos only, it can only use those. Open About & settings from the info button, follow the link to photo access, and choose full access or add more photos.
Making and watching films
Do I need to save my film?
No. Edits are saved as you make them and the film joins your library when you close the editor. A film without a title or an included place is kept as unfinished until it has both.
Some photos or clips are missing from my film
Before a film plays or exports, Wherelo checks that every photo and clip is available. Items stored in iCloud need a network connection to download. You can try again, choose replacements, or continue without them.
The map looks plain, or a route looks wrong
Detailed maps need a network connection. Without one, Wherelo uses its own illustrated map. Road routes are suggestions from Apple Maps, and routes by plane, train or boat are drawn as approximate connections, since photos can’t show the way you actually travelled. You can change how you travelled between places in the editor.
Which devices does Wherelo support?
iPhone and iPad with iOS 26.2 or iPadOS 26.2 or later.
Videos and purchases
What is free, and what do I pay for?
Finding trips, editing, and watching films in the app are free and unlimited. A free video is the 30-second cut at 720p with the Wherelo mark. Unlocking gives you the film at its own length in 1080p without the mark. You can unlock one film, every film for a year, or every film with a single payment. See pricing.
How do I restore a purchase?
Open About & settings from the info button and choose Restore purchases, or use the same link at the bottom of the unlock screen. You need to be signed in with the Apple Account that made the purchase.
How do I cancel the yearly plan?
On your iPhone or iPad, open Settings, tap your name, then Subscriptions, and choose Wherelo. The plan stays active until the end of the year you paid for. Deleting the app does not cancel it.
Can I get a refund?
Purchases are handled by Apple, so refunds are too. Request one at reportaproblem.apple.com. We can’t see or change your payments, but we’re glad to help with whatever went wrong.
I unlocked one film. What happens if I delete it?
A single-film unlock belongs to that film. If you delete the film, the unlock goes with it, so export the full video first. Yearly and one-time unlocks for every film are not affected.
Where does my exported video go?
When a video is ready you can save it to Photos or share it with the iOS share sheet. A separate cover image is available too.
Privacy and your data
Does Wherelo upload my photos?
No. Trips are found and films are made on your device. Wherelo has no account, no server of ours behind it, and no analytics. The privacy policy explains what Apple’s services receive when the app looks up place names and maps.
How do I delete my data?
Your films exist only on your device. Delete a film from its menu in the library, or delete the app to remove everything Wherelo has stored. Videos you saved to Photos stay there until you delete them. We hold nothing about you unless you have emailed us; ask and we’ll delete that correspondence.
How do anniversary reminders work?
They are off unless you turn them on in About & settings, which is when iOS asks for notification permission. Reminders are scheduled on your device.