FAQ

We’ll schedule a relaxed online session where you simply click a link to join. We’ll guide the conversation with warm, open-ended questions that spark memories and natural storytelling.

No special equipment is required. A computer with a camera is ideal for stability and ease of use but today’s smartphones and tablets often have even better cameras and work just as well. All you need is a quiet room, good Wi-Fi and a way to prop your device at eye level.

On a computer, you’ll simply click a link to join in your browser. On a phone or tablet, you’ll just need to download the app first — it’s completely free, no account required — and we’ll guide you through it step by step.

If you’re unsure about your computer’s camera quality, we actually recommend using a phone or tablet since their cameras are usually more reliable.

If you wear glasses, a small adjustment to lighting or screen angle usually reduces reflections. And if you’re comfortable without them, that can sometimes help the camera capture your eyes more clearly.

Yes. The process is designed to be simple. All you need to do is click the link we send and if you’d like a family member to help you get set up, that works beautifully too.

We keep the conversation light and natural, like sitting down for a chat over coffee. Our questions are gentle prompts and most people forget the camera is even there within a few minutes.

That’s perfectly okay. Everyone has meaningful memories and wisdom to share, even if you don’t think of yourself as a storyteller. Our guided prompts make it easy and whether your answers are short or long, they’re yours. The goal isn’t perfect storytelling, it’s capturing you. Your voice, your personality and the moments only you can share.

You’ll receive your edited film on a USB drive, beautifully presented in your Woven Lineage Heritage Box. If you’ve chosen our Family Vault package, you’ll also have private digital access to share with family anytime.

After your interview, we carefully edit and prepare your legacy film. Most families receive their Heritage Box within 4-5 weeks of filming. If you’ve chosen The Full Legacy package and would like to include personal photos, please note that your delivery timeline depends on receiving those images on time. Delays in sending the images in may push back your film’s completion.

Yes. Your film is private and secure. If you’ve chosen our Family Vault package, your video will be hosted in a password-protected space. Only the people you choose to share it with will have access. If the subscription is ever cancelled, your online access will close but you’ll always have your Heritage Box and USB copy.

The Keepsake captures a beautiful collection of stories, reflections and memories to be preserved and shared. The Full Legacy offers more room to go deeper, with additional stories, details and the option to weave in photos or heirlooms, ensuring the faces and memories you cherish most are vividly preserved for generations.

Your interview is reserved with a 50% deposit. After your purchase, we’ll connect to choose a date that works best for your family (most sessions are scheduled within 2–4 weeks). The remaining balance is only due once your film is complete, just before your Heritage Box is shipped.

If you add the Family Vault, your membership includes a 60-day free trial that begins at checkout. This gives you plenty of time to schedule your interview and begin the process comfortably before ongoing billing starts. After the trial, your plan continues at just $4.99/month or $49.99/year and you can cancel anytime.

We keep a secure backup of your completed legacy video for 6 months after delivery.

After this period, we cannot guarantee that we will still have a copy, as files may be removed or overwritten during routine system maintenance.

For long-term peace of mind, many families choose to subscribe to the Family Vault or order additional USB keepsakes so multiple family members can safely store the video.

Yes, you can order additional USB keepsakes.

Most families prefer to add extra USBs at the time of their original order so each family member has their own safe copy right away.

If you decide to purchase extra USBs later, we can provide them as long as we still have a backup of your video on file.

We keep backups for up to 6 months after delivery, and after that period we cannot guarantee that your file will still be available unless you are subscribed to the Family Vault.

Additional USBs are priced at $39.99 and include the USB only (no keepsake box).

To request extra USBs, simply contact us and we will be happy to assist.