Bonreel

Bonreel Support

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Reports of inappropriate content or abusive behavior receive priority (see “Reporting and blocking”).

Frequently asked questions

Getting started

Q. Do I need to sign in?
A. No. Open the app and choose a nickname to get started. Linking Sign in with Apple is required only when purchasing a Trip Upgrade.

Q. What are the system requirements?
A. iOS 26 or later is required. Movie generation while using other apps (background generation) and in-app cinematic capture are available only on supported devices.

Inviting and joining

Q. How do I invite friends?
A. On the Trip screen, open “…” → “Invite friends” to see the invitation code (6 characters), link, and QR code. Use the invitation sharing button to send them through a messaging app, or have friends scan the QR code. Invitation codes are issued by the Trip Owner (the person who created the Trip).

Q. How do I join a Trip I was invited to?
A. Open “+” at the bottom right of the home screen → “Join with code,” enter the invitation code, and tap “Join.” Opening the app from an invitation link fills in the code automatically. You do not join until you check the details and tap “Join.”

Q. My invitation code is shown as invalid.
A. Invitation codes are valid for up to 30 days after issuance. If it has expired, ask the Owner to reissue the code. Repeated incorrect entries may temporarily prevent joining. Wait a while and try again.

Q. Can anyone with an invitation code join?
A. Yes. Anyone who knows the code or link can join while it is valid. Share them only with people taking the Trip with you.

Photos and videos

Q. Who can see my posted photos and videos?
A. Only Members of the same Trip. Members can save photos and videos to their devices or use them in Movies.

Q. How do I delete posted photos and videos?
A. Open a photo and select “Delete” → “Delete from entire trip.” If you joined on the web, open the photo on the Trip page and select “Delete.” You can delete only photos and videos you posted. Copies saved on other Members’ devices and Movies already created are not deleted. To request deletion of someone else’s photo, ask its contributor or contact support@bonreel.com.

Q. What happens to photo location information?
A. Photos and videos are stored as original files. If capture location information is recorded, it is also included when Trip Members save those photos or videos.

Q. How do I delete chats or comments?
A. You can delete a “Next destination” from its message menu. For chat or comment deletion requests, contact support@bonreel.com.

Q. I want a photo featuring me deleted (including if I do not use the app).
A. Contact support@bonreel.com with the Trip name, if known, and identifying details about the photo. We will review and respond.

Movies

Q. How long does creating a Movie take?
A. It depends on the amount of material and your device. All analysis and export happen on your iPhone. Follow the instructions shown while creating a Movie.

Q. Can Members see a Movie I created?
A. It is not shared with Members until you tap “Post to trip.” Posting sends a notification to Members.

Trip Upgrade (purchase)

Q. What is a Trip Upgrade?
A. It is a one-time in-app purchase for one Trip (¥1,480 in Japan). Movies created for that Trip can be exported in HD (1080p), without the ending logo (watermark), and at full length (up to 5 minutes, depending on the amount of material). Supported devices can generate Movies while you use other apps. The Trip’s original photos and videos are also kept rather than deleted at the storage limit (originals already deleted at the limit before purchase are not restored). All Members of the Trip can use the upgrade.

Q. How do I purchase it?
A. First, link “Continue with Apple” (Sign in with Apple) on My Page (the icon at the top right of the home screen). Then open “…” → “Upgrade” on the Trip screen to purchase.

Q. Why is Sign in with Apple required?
A. Upgrades belong to a Trip rather than a device, and other Members can use them on their devices. Linking your Apple account helps apply the purchase to the correct Trip and retain it after changing devices or reinstalling.

Q. Where is Restore Purchases?
A. A Trip Upgrade is a consumable purchase, so App Store “Restore Purchases” is not available. Upgrade status is recorded per Trip on our servers. After changing devices or reinstalling, link Sign in with Apple from My Page using the same Apple account used for the purchase to see your Trips and their upgrade status. If a Trip is deleted (such as by its Owner), its upgrade is also lost. Anonymous accounts without Sign in with Apple linkage may not be recoverable after changing devices or similar events.

Q. My purchase has not appeared.
A. Purchase verification can take a little time. Tap the button to recheck purchase status on the purchase screen, or reopen the Trip after a while. If it still does not appear, contact support@bonreel.com with the Trip name, purchase time, and Order ID from Apple’s receipt.

Q. What happens to Movies created before purchase?
A. They are not automatically converted. Create the Movie again after purchase to apply the upgrade.

Q. How do I request a refund?
A. Apple handles refunds for App Store purchases. Apply through Apple’s “Report a Problem” at reportaproblem.apple.com. If refunded, the Trip’s upgrade is revoked. Original photos and videos return to the normal storage limit 30 days after revocation.

Reporting and blocking

Q. How do I report inappropriate content or abusive behavior?
A. Use “Report” in a post or Member menu in the app, “Report” on the web, or email support@bonreel.com. For email reports, include the Trip name, details of the post (attach a screenshot if available), and time. As a rule, we review reports within 24 hours and take measures such as deleting posts or suspending contributors when we confirm violations.

Q. How do I block someone?
A. Select “Block” from the Member menu to hide their posts from your screen and stop notifications about their posts. You can undo this at any time using “Unblock.” Movies created by other Members may include photos or videos from blocked people.

Q. What if I feel physically unsafe?
A. Contact the police immediately (110 for emergencies in Japan) or another relevant authority. We also cooperate with authorities as required by law.

Deleting Trips and accounts

Q. How do I delete a Trip?
A. The Trip Owner can select “…” → “Delete trip” on the Trip screen. All photos, videos, and completed Movies are deleted, and the Trip Upgrade is also lost.

Q. How do I leave a Trip?
A. Select “Leave trip” from the Trip screen menu. Photos, videos, and chats you posted remain in the Trip. Trip Owners cannot leave; they must delete the Trip instead.

Q. How do I delete my account?
A. Go to My Page → “Delete account.” If you joined on the web, use “Delete account and all data” on the Trip page. Deletion cannot be undone. Your display name, profile photo, posted photos, videos, chats, comments, and hearts are deleted. Trips you own are deleted in their entirety. Copies saved by other Members and Movies already created may remain.

Q. How long is data retained?
A. Trips, chats, and viewing versions of photos and videos are kept until deleted. In free Trips, original photos and videos (the original files) have a storage limit: 30 days after the later of the upload time and the Trip’s end date, and at most 90 days after upload (30 days after upload if the Trip has no end date). We notify you 7 days and 1 day before the limit and also show it on the Trip screen. Save the originals to your device in bulk before the limit. Originals deleted after the limit cannot be restored. In Trips with a Trip Upgrade, originals are not deleted. See the Privacy Policy for details.

Notifications

Q. I am not receiving notifications.
A. Check that notifications are enabled in iPhone Settings → Notifications → Bonreel. Notifications are sent when new photos, videos, or Movies arrive in Trips you belong to, and when the storage limit for original photos and videos is approaching.

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