Frequently Asked Questions (FAQ)
Last updated: May 2025
Getting Started
Q: What is PlayMeWhen?
A: PlayMeWhen is a legacy capsule platform that allows users to securely record and store video messages or digital capsules for scheduled future delivery to loved ones during milestone moments such as weddings, graduations, or after a loved one’s passing.
Q: Who is PlayMeWhen for?
A: PlayMeWhen is for anyone who wants to leave meaningful digital memories behind—whether you're a parent, spouse, grandparent, friend, or simply someone with a story to tell.
Q: How do I create a capsule?
A: After creating an account, you can select a capsule type, record or upload your video message, attach supporting documents if needed, and schedule your delivery settings (date-based, event-based, or upon validation).
Capsule Types and Scheduling
Q: What types of capsules can I create?
A: You can create milestone capsules (e.g., weddings, birthdays), view-any-time capsules, and event-triggered capsules (e.g., delivered after a death certificate is validated).
Q: Can I schedule capsules for specific future dates?
A: Yes. Our system allows you to set a specific release date or tie delivery to a confirmed life event.
Q: What happens if I pass away before the capsule is released?
A: If you've selected a capsule that requires event confirmation (like a death certificate), the system will validate the submission through a guarantor or our verification process before releasing the message.
Security and Privacy
Q: Is my data secure?
A: Absolutely. We use end-to-end encryption and Microsoft Azure’s secure blob storage to protect your videos, documents, and personal data.
Q: Who can see my capsules?
A: Only the recipients you designate can access your capsules, and only after the release conditions have been met.
Q: Can I delete a capsule after uploading?
A: Yes, you can delete unreleased capsules at any time through your dashboard.
Q: What happens to my account if I die?
A: We offer legacy settings where you can designate a digital executor or guarantor to manage your capsules and ensure their delivery.
Verification & Documentation
Q: What if I need to validate a death or wedding?
A: For certain capsule types, a document like a death or wedding certificate must be submitted. These are processed via our secure verification system, using OCR and AI to confirm authenticity.
Q: Can someone fake a certificate to release a capsule?
A: Our document verification system includes AI-based content analysis. Suspect documents are flagged for manual review by our team.
Technical Issues & Troubleshooting
Q: I can’t upload my video. What’s wrong?
A: Please ensure your file is under 2GB and in one of the supported formats (MP4, MOV). If the issue persists, contact support.
Q: The system says my OTP is invalid. What should I do?
A: Ensure you entered the latest code sent to your device. If the problem continues, try resending the code or reach out to support.
Q: My capsule didn’t deliver on time. What now?
A: Check if all release conditions (e.g., document validation or milestone date) have been met. If everything is in order, contact support for a manual release.
Billing and Subscriptions
Q: Is PlayMeWhen free?
A: We offer both free and premium plans. Free plans allow limited capsule storage, while premium plans unlock additional storage, capsule types, and features like document validation.
Q: What payment methods are supported?
A: We accept all major credit/debit cards via Stripe. You can also pay with Apple Pay or Google Pay depending on your device.
Q: Can I cancel my subscription?
A: Yes, you can cancel at any time from your account dashboard. Your premium features will remain active until the end of your billing cycle.
Miscellaneous
Q: Can I edit a capsule after it’s created?
A: You can edit the video, recipients, or message before it’s released. After a 10 day period, the capsule's details becomes read-only for audit and integrity reasons. You will not be able to view it for security purposes and protection against premature viewing.
Q: What happens if my recipient’s email changes?
A: You can update recipient contact details at any time before release.
Q: How do I report a bug or request a feature?
A: You can reach out to us via the in-app support chat or email us at support@playmewhen.com.