Support

Last updated: 3 August 2026.

MomentReel is made by Erbacci LTD, and support is by email at info@erbacciltd.com — a real address, read by the people who build the app. This page answers the questions we are asked most. If your answer is not here, write to us.

1. Getting help

Write to info@erbacciltd.com. It saves a round trip if you include:

the email address you sign in with;
the name of the camera involved, and roughly when the thing you are asking about happened;
what you expected, and what happened instead.

No Erbacci employee watches your footage as a matter of routine. If you want us to look at a specific clip in order to answer your question, say so — otherwise we work from your account record and from diagnostic logs, which mask account identifiers, device identifiers and email addresses.

Signing in. MomentReel has no password. Signing in sends a six-digit code to the email address on your Ring account; it is valid for ten minutes and for five attempts, and asking for another code replaces the one before it. If a code does not arrive, check the spam folder and ask again a moment later — repeat requests inside about a minute are ignored on purpose.

2. What MomentReel does, and what it does not do

MomentReel reviews the motion clips your cameras already recorded, discards almost all of them, and puts the few worth keeping into a small private library. You trim one, crop it to the shape you want, add a caption, and download the finished file. Your clips are visible to your account and to nobody else until you export one and share it yourself.

MomentReel is an entertainment and keepsake app. It never sends intrusion, emergency or life-safety notifications, and it is not a security or safety system. It only works with footage your camera has already recorded.

Three further things it is not:

Not on-demand recording. It only reads footage your camera already recorded.
Not face recognition. It detects that a person is in the frame so it can blur them, and nothing more.
Not a publisher. It hands you a file. It never posts anything for you.

3. Connecting your cameras

You add MomentReel from the Ring Appstore and link it to your Ring account once. After that, open Cameras in MomentReel, switch on the cameras you want reviewed, and pick what each one should look for: pets, backyard wildlife or doorstep moments. You can change that at any time, and change it per camera. Cameras that are off are never read.

A camera is missing from the list. MomentReel can only see cameras on the account you linked. Add the camera in the Ring app first, then reload the Cameras screen.
A camera is listed but its controls are greyed out. That device does not serve recorded video, so MomentReel cannot make clips from it. Nothing on our side can change that.
How many cameras can take part. As many as you subscribe for. Ring bills per camera, so one subscription covers one camera; cover several and they all run at the same time. Switching one on never means switching another off.
Nothing happens on a camera that is switched on. MomentReel only reviews footage while a trial or a subscription is active. If yours has ended, no new moments are made until you subscribe again in the Ring app — see §6.
A camera shows a waiting notice about privacy zones. We could not read that camera's privacy zones, so MomentReel is leaving it alone for now. It will pick up again on its own once we can. The camera is not broken and there is nothing for you to fix.

Linking and unlinking the integration itself are handled in the Ring app, not in MomentReel. Unlinking there erases everything MomentReel holds for you — see §7 below.

4. Why a moment did or did not appear

An empty library is usually normal. Most days your cameras see nothing worth keeping. When something is, it turns up in the library with a thumbnail, the camera, the time and a plain-English reason it was kept.

If you expected a moment and it is not there, work down this list:

Is the camera switched on in MomentReel? A camera that is off is never read, so no motion on it can ever produce a moment.
Did the camera record that footage? MomentReel can only work with footage your camera already recorded. It cannot ask a camera to record, and it cannot recover footage the camera never captured or no longer keeps. A camera that was offline, asleep or not recording leaves nothing for us to retrieve.
Has it had a few minutes? A brand-new moment shows a Preparing badge while the clip and the thumbnail are fetched and stored.
Has it aged out? Moments are deleted automatically 90 days after they were captured. That is the only retention period there is, and it does not change when your subscription does.
Is your trial or subscription still running? MomentReel captures new moments only while one of them is active. When neither is, the app stops looking — your existing library stays where it is, and subscribing in the Ring app starts it up again.
Is the camera waiting on privacy zones? See §3. That camera is deliberately left alone until we can read its zones again.
It may simply have been judged uninteresting. The judgement is made by a machine, and it is subjective and imperfect: a moment you would have loved can be discarded, and one you do not care about can be kept. That is expected behaviour rather than a fault — but tell us when it gets it badly wrong.

5. Exporting and downloading a clip

Open a moment, trim it, choose a 9:16, 1:1 or 16:9 crop, add a caption if you want one, then press Make the clip. When the render finishes, the download link is signed and expires after 15 minutes. Save the file, then share it wherever you like — MomentReel never posts anything for you.

The link expired before you saved the file. Open the moment again and make the clip again; that produces a fresh file and a fresh link.
The export failed. The app shows the reason the renderer gave. Change the settings and try again, and send us that reason if it keeps happening.
You cannot make a clip at all. Exporting needs an active trial or subscription. If yours has ended you can still open and look through your library, but not make new files from it — see §6.
The clip is silent. That is by design. MomentReel never requests the original audio from your camera and never exports it, and no other audio is added: every export is silent.
Faces are blurred. Face blur is on by default on every export. You can switch it off for an individual clip in the editor, but then you are choosing to publish the faces of whoever is in it, and the responsibility for that choice is yours — see the Terms of Service. Exported files are deleted from our storage automatically 7 days after they are rendered. They are not a backup: if a clip matters to you, download it and keep your own copy.

6. Billing, trials and cancelling

MomentReel is a subscription, monthly only, and is available in the United States only. Ring bills per camera — one subscription covers one camera — and while a trial or a subscription is active, a covered camera gets the whole app, with moments kept for 90 days.

Subscriptions are bought, changed and cancelled in the Ring app. MomentReel never sees or handles your payment details, and it cannot start, change, cancel or refund a subscription on your behalf — that is handled in the Ring app, on the account you subscribed with.

A trial does not become a subscription on its own. If you do nothing, access ends when the trial ends. To keep going, subscribe in the Ring app before then. MomentReel reminds you in the app, and by email if you have that on, 7, 3 and 1 day before it ends.
The app shows the wrong plan. Open Account and use Refresh subscription status. If the app says it is showing a last known state, it could not reach your camera account just then and will catch up by itself.
Your trial or subscription ended. MomentReel stops: no new moments are captured, and you cannot make new clips. Nothing is deleted. The moments you already have stay in your library and stay visible, exactly as they were, and they keep their normal 90 days. Subscribe again in the Ring app and the app picks up from there.

7. Deleting your account and your data

You delete everything from inside the app, and that is the primary way to do it. Open Account → Delete my account, type DELETE to confirm, and MomentReel immediately and permanently erases every moment and export, every stored clip and thumbnail, the connection to your cameras, and this sign-in. It cannot be undone, and the app shows you an itemised confirmation of what was erased. Your Ring account itself is not affected.

Email is the secondary channel, for when you cannot get into the app: write to info@erbacciltd.com from the email address on your Ring account with the subject "Delete my account".

The full description of what is deleted, what happens automatically, and how to make a data request lives in the Privacy Policy.

8. The rest of the documents

Erbacci LTD · info@erbacciltd.com · Strovolou 77, Strovolos Center, Office 301, Strovolos 2018, Nicosia, Cyprus (Company No. HE 457237).

MomentReel is an independent product from Erbacci LTD and is not affiliated with, endorsed by or sponsored by Ring LLC or Amazon.com, Inc.