Contact Support
Email us at rich@foreverloomapp.com.
Please include your facility name, the email used for your account, a short description of the issue, and any screenshots or error messages that would help us understand what happened.
Response Expectations
- General support: we aim to respond within 1-2 business days.
- Billing or subscription questions: we aim to respond within 1 business day.
- Urgent access issues: include "Urgent" in the subject line so we can prioritize review.
Forever Loom is not an emergency service. For resident medical emergencies or urgent care needs, contact the appropriate care team, facility leadership, emergency services, or medical provider directly.
Common Help Topics
- Account setup and login help
- Managing resident or staff profiles
- Uploading or replacing photos and videos
- Editing care notes, family contacts, preferences, and life story details
- Stripe billing, subscriptions, invoices, and cancellations
- Privacy or data access questions
Billing Help
Forever Loom subscriptions are processed through Stripe. If you need help with payment, invoices, subscription status, or cancellation, email support with the account email and facility name connected to the subscription.
Privacy Requests
For privacy questions or requests involving resident, family, staff, photo, video, or care note information, contact us at the support email above. If your facility manages the account, we may coordinate with the facility administrator before changing or releasing records.