If your promotion code isn’t applying correctly, don’t worry. Here are a few things to check and steps to help you resolve the issue.

Step 1: Check the details of your code

Before trying again, make sure that:

•The code is entered exactly as shown, including capital letters, numbers, or special characters.

•The code hasn’t expired since most promotion codes have an expiration date.

•The code applies to your order because some offers are valid only for specific products or for first-time purchases.

Step 2: Apply your code correctly

1. On the checkout page, locate the Add promotion code field.

2. Enter your code exactly as it appears in your email or gift card.

3. Click Apply to see your discount reflected in the order total.

If the issue continues after checking all of the above, we’ll be happy to take a look and make sure your promotion is applied correctly.
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If you’re seeing an error that says your address isn’t available, it usually appears when you try to add the Legacybox add-on to your purchase.

Legacybox’s service is currently available only within the United States. If you’re located outside the US, please remove the Legacybox add-on from your cart to complete your purchase successfully.

When you're setting up Remento for more than one storyteller, each person needs their own unique email address. This ensures everyone receives their personalized prompts and welcome messages.

What you need to know:

Don't have separate email addresses? You can create free email accounts through services like Gmail, Yahoo, or Outlook specifically for this purpose. This ensures each storyteller gets their own personalized experience.
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We understand that some storytellers, especially older family members, may not use email regularly or may not have an email address at all. While an email address is required to set up an account, there are several ways to make this process easier.

Option 1: Create an email address on their behalf.

You can set up a simple email account for your storyteller using a free service like Gmail. You’ll manage this email and can forward their weekly prompts in whatever way works best for them.

Option 2: Use a family email address.

If your storyteller is comfortable with it, you can use a family member’s shared email address, as long as it isn’t already linked to another Remento storyteller account.

Option 3: Use alternative ways to send prompts and record stories.

Even if your storyteller doesn’t use email, they can still receive weekly prompts via text message or any preferred messaging app. You can copy the recording links from your project dashboard and share them directly. You can also personally assist your storyteller by logging in to your account on your own device and helping them record their stories from there.

There are two options:

1. If the gift has not been delivered yet:

You can update the storyteller’s email yourself.

2. If the storyteller has already logged in:

Our support team will need to process the change.

Please contact us through the chat support icon and provide:

For more details, visit: How to change an email address
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Your email is linked to your login, billing information, and notifications.

To update it, contact our support team through the chat support icon and share:

Once updated, you’ll need to log in using your new email address.
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Want to change when your storyteller receives their welcome email and begins their Remento journey? You can easily adjust the delivery date before it's sent.

To change your delivery date:

Important timing notes:

Need to change a date that's already passed? While we can't change delivery dates retroactively, our support team can help you reset certain aspects of the project if needed. Reach out through the chat support icon for personalized assistance.
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Need to change other details about your storyteller? You can update most information directly from your account.

Information you can update:

To update storyteller details:

For more complex changes: If you need to change fundamental project details or are having trouble accessing the right settings, our support team is here to help through the chat support icon.
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We want to make sure you have exactly what you need for your family's storytelling journey.
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If you realize immediately after ordering:

The quickest way to resolve this is to reach out to our support team right away through the chat icon. If we catch it before your project setup is finalized, we may be able to adjust your order without any issues.
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Within 30 days of purchase:

Remento offers a 100% money-back guarantee within 30 days of your purchase. If you've ordered the wrong product type or decided Remento isn't the right fit, you can request a full refund.
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To request a refund for a recent order, please contact us through the chat support icon at the bottom right of the page. Our Customer Support team will provide access to the automated self-serve refund system and guide you through the process.

Before reaching out, please have the following information ready:

Our team will work with you to find the best solution, whether that's adjusting your order, processing a refund, or helping you purchase the correct product.
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Important note about printed books: Once a book has been printed and shipped, it cannot be returned or exchanged. We encourage you to carefully review your book preview before finalizing your print order.
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Your storyteller's welcome email is an important first step; it contains their personalized gift message and all the information they need to get onboarded with the project.
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If your storyteller hasn't received their welcome email, try these steps:

1. Check the delivery date. The welcome email is sent on the gift delivery date you selected during checkout. If that date hasn't arrived yet, the email won't be sent until then.

2. Check spam/junk folders. Sometimes welcome emails end up in spam filters. Have your storyteller check their:

3. Verify the email address. Double-check that you entered the correct email address during setup. Even a small typo can prevent delivery.
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4. Wait a few minutes. If the delivery date is today, the email may take a few minutes to arrive. Check back shortly.
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Still missing after checking all of these? Our support team can resend the welcome email or verify the email address on file. Reach out through the chat support icon with:

We'll get your storyteller set up and ready to begin sharing their stories right away.