Support

Common questions

• How do I delete my account?

  Open Settings → Delete account — in the app or on the web. You confirm it is you with a passkey, Apple or Google. If you still have a subscription, we first show you where to cancel it: deleting your account does not cancel it. Your account is then closed at once, for good.

• How do I cancel my subscription?

  It depends on where you subscribed. In the app: iPhone Settings → your name → Subscriptions → Traulo → Cancel Subscription. On the web: Settings → Plan and storage → Subscription on www.traulo.com, or the link in any receipt email. Your plan stays until the end of the period you paid for.

• Can I get a refund for AI credits?

  Credit packs (10, 20 or 100 credits) are one-time purchases, so there is nothing to cancel. Bought in the app: Apple handles refunds at reportaproblem.apple.com. Bought on the web: credits are added at once at your request, which ends the right of withdrawal — but a pack charged by mistake is always refunded: email [email protected].

• Where are my photos and videos sent?

  Photo and video bytes never leave your device. Traulo analyses every frame on-device using Apple’s Vision framework — quality scoring, duplicate removal, smart cropping, and beat detection all run locally. The optional AI editorial step (titles, descriptions, music selection) sends only metadata — image features, GPS coordinates, EXIF — to our backend, which proxies the request to Anthropic. No images and no video bytes are ever uploaded by the AI flow.

• What is included in cloud backup?

  Cloud backup is opt-in and available on our paid plans — 5 GB on Traveler and 50 GB on Daily Vlogger. When enabled, your finished vlog .mp4s are uploaded to our private R2 storage with a per-vlog ceiling of 500 MB. Source photos and videos are not uploaded — only the rendered, exported vlogs. You can pin individual vlogs for offline access or wipe everything from the app at any time.

• Does Traulo support DJI drone footage?

  Yes. Traulo automatically detects DJI clips from EXIF Make/Model and AVMetadata, then applies a vertical-aware reframe (16:9 → 9:16, subject-aware, never crops out the action), and speed ramps based on optical flow — 2.5–4× for transit shots, 0.75–1× for hero reveals. No configuration needed.

• How do I get a refund?

  App Store purchases: Apple handles refunds — visit reportaproblem.apple.com and find the Traulo charge. Web purchases: email [email protected]; within 14 days of starting a web subscription you can withdraw and get your money back, less the days you used. Subscribed twice by mistake? We refund the web subscription automatically.

• What are the system requirements?

  Traulo requires an iPhone running iOS 16 or later. We recommend iPhone 13 or newer for the best export performance — typical 45-second vlogs render in 10–20 seconds on iPhone 13 and faster on newer hardware. The app needs Photos access; Location and Notifications are optional.

• Why does Traulo need my location?

  Location is used at vlog-creation time to match the music soundtrack to where you filmed — for example, mediterranean tracks for trips to the coast, cinematic Alpine pieces for mountain trips. Location is optional. If you decline, Traulo falls back to mood-based selection from our bundled royalty-free library.

• How do I cancel a hotel booking?

  Open the booking in Traulo — in the app, or on the web under My plans → Bookings — and choose Cancel this booking. What comes back depends on the rate you booked: its cancellation terms are shown before you pay and again on the booking. A non-refundable rate returns nothing when cancelled.

• When do I get my money back after cancelling a stay?

  The refund goes back to the card you paid with. The booking shows the amount as soon as the cancellation is confirmed; most banks take 3–5 business days to show it on your statement.

• Who charges my card for a hotel stay?

  Hotel stays are paid through our booking partner Nuitée (LiteAPI), which takes the payment as the merchant of record on a secure payment page inside Traulo. Traulo never sees or stores your card details.

• Who do I contact about a hotel booking?

  Email [email protected] with your confirmation code. We answer every booking question first and take it up with the hotel and our booking partner for you.

• How do I report a bug or request a feature?

  Email us at [email protected]. Include your iPhone model, iOS version, and a short description of what happened. Screenshots or a screen recording always help. We try to respond within 24 hours.