Help

Frequently Asked Questions

General

  • Family Album Mitene allows you to easily share as many photos and videos of your children as you want with just your family members, all totally free of charge. Comment on photos, share your thoughts, and watch your children grow as the app automatically organizes uploaded media into monthly albums. You can even see who's been checking in!

    The app is totally free to use, so why not get started right away?

  • Mitene (pronounced Me Té Né) means "please look" in Japanese. The concept revolves around sharing memories of your children with family. No matter the distance, the whole family can follow along as children grow to adulthood. Children can also reflect on their own growth, looking back upon fond memories of their childhood.

Uploading Photos and Videos

  • You can start uploading by going to the Add tab. To allow grandparents and other relatives to upload their own photos and videos, a parent should go to the Settings tab and turn on the "Allow Members to Upload" setting.

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    After selecting "Add," you'll be taken to the selection screen where you can choose what photos and videos to upload.

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  • You can upload any media in your smartphone's Camera Roll, All Photos, or Gallery. There's no limit to the amount you can upload. However, videos can be no longer than three minutes.

  • Currently, you can only upload media in your smartphone's Camera Roll, All Photos, or Gallery. In the future, we're looking to allow uploads from computers and browsers.

  • Currently, you can only upload media in your smartphone's Camera Roll, All Photos, or Gallery. In the future, we're aiming to expand this feature to allow more options.

  • To allow grandparents and other relatives to upload, a parent should go to the Settings tab and turn on the "Allow Members to Upload" option. Please note that they can only upload from the app version of Family Album Mitene.

  • "Partner Only" means that only the child's parents are able to view the upload, whereas "Share with Family" allows the parents and all invited family members to view it. Family members you invite at a later date will also be able to view it.

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    Each photo's visibility is displayed in the center above the image. You can change visibility settings by going to the top right menu of any individual photo.

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  • [App Version]
    Turn off notifications via "Notification Settings" in the Settings tab.

    [Browser Version]
    Turn off notifications via "Settings" at the top of the page.

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  • When uploading, please ensure that you have a strong and stable Internet connection. Restarting the app or your smartphone will reset the upload process and take extra time. If you would like to forcibly stop an upload, tap the Cancel button that appears on the album screen during the upload.

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    If the problem persists, please go to the Settings tab and then select "Inquiries" to get in touch. We'll do our best to respond as soon as possible.

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  • Visibility settings for all media can be changed from "Change All Visibility" under the Settings tab.

  • Currently, you can only select either "Share with Family" or "Partner Only." We are looking to offer more options in the future.

  • Currently, parents can only have one album. We hope to eventually make it possible to automatically or manually add tags for children and events. This would allow you to separate your photos.

  • Make sure you have a strong Internet connection, then go to the Settings tab and select "Refresh Cache." Then go to the Add tab and try uploading again.

  • We're very sorry you're experiencing trouble. Unfortunately, this issue happens from time to time under certain circumstances. We hope to resolve this problem in the near future and thank you kindly for your patience while we work on fixing it.

Viewing, Saving, and Changing Photos and Videos

  • All uploaded media is automatically sorted by month and displayed in chronological order. If you have photos spanning across two months or longer, simply swipe your finger left or right across the photos in the middle of the screen to change to a different month. View older photos of your children with ease.

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  • The album is ordered according to the date and time the photos and videos were taken, and the photos' sizes correspond to that order. We're currently planning to increase the size of favorited and popular photos, too.

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  • You can delete media via the top right menu of any individual photo or video. Grandparents and other relatives can only delete media they've uploaded themselves.

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  • You can rotate photos from the top right menu of any individual photo. Grandparents and other relatives can only rotate photos they've uploaded themselves.

  • Save media from the top right menu of any individual photo or video.

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  • Yes, they can do all these things.

    Saving Photos/Videos

    [App Version]
    Save via the top right menu of any individal photo or video.

    [Browser Version]
    Use the Save button located near each photo or video.

    Deleting Comments

    [App Version]
    Go to their own comment on the photo, then tap and hold on it to edit or delete.

    [Browser Version]
    Press the X button next to their comment to delete.

  • If you wish to change the visibility settings of all the photos and videos that have been uploaded, you can do it from "Change All Visibillity" option under the Settings tab.

  • Unfortunately, that's not possible at this time. In future, we're hoping to introduce a feature that allows this. Until then, please bear with us.

  • To view videos in landscape, your iPhone or iPad needs to be running iOS 9.0 or higher. Please update your device accordingly.

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  • [Browser Version]
    Try downloading and using Google Chrome to access Family Album Mitene.

    [App Version]
    Please try any of the following:
    ・restarting your smartphone
    ・checking your Internet connection
    ・making sure you haven't reached your data usage limit

    If you're still unable to play videos, please go to the Settings tab and select "Inquiries" to get in touch."

  • The speech bubble icon indicates the photo has been commented on.

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  • At present, parents can only use the app version. However, you could always try inviting yourself to use the browser version as a relative. You'll then be able to view any photos and videos that are visible to all family members. We hope to allow parents to use the browser version in future.

  • We're hoping to update the browser version soon so that you'll be able to do that. We're working on making this possible.

  • Go to the Memories tab and select "Create" under Photobook to print a physical photobook. Photobooks are currently only available in Japan. We are working on shipping overseas in the near future.

Registering or Deleting an Account, Changing Devices, and Updates

  • Contact us by going to the Settings tab, then selecting "Inquiries". We'll try to respond as quickly as possible.

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  • Please make sure your email settings allow you to receive emails from unspecified domains and senders. If you're using restricted email settings, set them so that you can receive emails from the "mitene.us" domain. If this still doesn't solve the problem, it may be that your email server isn't compatible with ours. In such cases, please go to the Settings tabs and tap "Inquiries" to get in touch.

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  • You can change your password either by going to "Change Password" in the Settings tab, or, if you haven't logged in yet, by going to "Already Joined? Tap Here" followed by "Forgotten your password?"

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  • Before you change your phone, you need to register your email address (go to the Settings tab and select "Email Not Registered") to be able to use Family Album Mitene on your new smartphone. We highly recommend you register your email address as soon as possible.

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  • You need to have registered your email address (go to the settings tab and select "Email Not Registered") before any of these things happened. You can then use that email address to log in to your Family Album Mitene account. If you didn't register your email address, but your partner uses Family Album Mitene, just get them to send you an invitation so you can register again. If your partner doesn't use Family Album Mitene, contact us at support@mitene.us, and we'll do our best to help you recover your account.

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  • If they've registered an email address, they can use it to log in. If not, they need to be invited again by a parent. They'll be able to register a new account from the invitation email they receive.

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  • This sometimes occurs when migrating from iCloud Backup or an unencrypted backup service. If you registered an email address, you can reinstall the app, and then log in using your account details.

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    If you haven't registered an email address, you need to reinstall the app, and then have a parent invite you again. If your partner doesn't use Family Album Mitene, contact us at support@mitene.us, and we'll do our best to help you recover your account.

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  • This seems to happen with some smartphones. Try resetting your smartphone, then start updating or downloading the app over a strong Internet connection.

Inviting Family

  • Go to the Settings tab and tap on "Invite Family." Only parents can send invites. You can send invites via email, SMS or LINE.

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  • One of you needs to delete their app. Whoever still has the app on their phone should then invite the other person. The one receiving the invitation should install the app via step 1, and then tap the URL in step 2. If you follow these steps correctly, you'll be able to use the app together.

  • To invite someone, go to the Settings tab and tap on "Invite Family." You can use the app version on smartphones and tablets, and the browser version on computers, smartphones, and tablets.

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  • You should select this if you want grandparents and other relatives to use the app version on their smartphone or tablet. Sending this invitation allows them to install and use the app. You can send invitations via email, SMS or LINE. There are advantages to using the app version, such as being able to view albums by month, and being able to zoom in on photos more easily.

  • They may be affected by one of the following issues:

    1) Their device could be using an old version of its OS. The app will only work on iPhones running iOS 8.0 and higher, and Android phones running version 4.1 and higher. Also, some smartphones may not be compatible. Please check the version of their device's OS. Alternatively, they can use the browser version. That should solve most problems.

    2) A maximum of 30 people (including you) can join from one family. Any more than that and you won't be able to send invitations. To make room, you can delete people's accounts by going to "Family Members" in the Settings tab.

  • You should select this if you want grandparents and other relatives to use Family Album Mitene via a browser on their computer, smartphone, or tablet. They will be sent an email containing a link to the album. They just need to open the link to start viewing. We recommend this version for family members who are unfamiliar with installing apps, or simply prefer to use a computer.

  • You will need to send a new invitation to the family member and have them create a new account for the app version.

    Follow the steps below:
    1. Select "Invite Family" from the Settings tab, then tap on the family member you want.
    2. Tap on "Invite to App Version" at the top of the page. You can choose to send the invitation via email, SMS, LINE, or Facebook Messenger.

    After the family member has received the invitation and created an account for the app version, they will have two accounts: one for the browser version and one for the app version.
    *If they no longer wish to use the browser version account, you can delete their account by tapping on their name and selecting "Delete Account" from the bottom of the page. The links you shared with them will no longer work, and they will no longer be sent notifications via email.

    Please note that only parents can perform the actions above.

  • No. Only the parents can invite other family members. Additionally, only the parents can delete photos and videos, change the visibility settings, and change the day a photo was taken.

  • Yes. Just send them an invitation in the usual way. They can install the app via the link in their invitation.

  • To find the person whose account you want to delete, refer to their last login time or nickname via the family list in the Settings tab. Once you've found them, tap on their name. You can then remove their account via the "Kick from Album" or "Delete Account" options that appear at the bottom of the page. Don't worry, though. Even after removing people from an album, the photos and videos they uploaded, as well as their comments, will remain visible.

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  • Yes, you can. For example, a grandmother can join albums for both her son's and daughter's families (provided she has invitations from both sets of parents), and a couple who've seen their niece's album can go on and create an album for their own children (by selecting the "Create Own Family Album" option in the Settings tab.) Please bear in mind that you can only create one album for your own children. Also, you can only join up to six albums.

  • Go to the Settings tab and tap on "Albums" to switch between albums. If the app icon is showing that you have unread notifications that don't go away even when you tap on Recents, it could be that these notifications are for a different album from the one you're currently viewing. Try switching albums from the Settings tab.

  • Make sure those family members' email settings allow them to receive emails from unspecified domains and senders, as well as emails containing links. If they're using restricted email settings, ask them to make sure their email accounts are set to receive emails from the "mitene.us" domain and those containing links.

Comments and Visits

  • This allows you to check whether your family members have been logging in to Family Album Mitene. When you tap on the Recents tab, the family members who use Family Album Mitene will be displayed at the top of the screen. The times displayed below the family members show when they last logged into Family Album Mitene.

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  • These are the first three letters of your family members' nicknames. For example, if someone chose the nickname "Hank," the letters "Han" will be displayed.

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  • This could be because you've sent multiple invitations and multiple accounts have been created as a result. By checking the nicknames and login times displayed in the Settings tab, you can identify which accounts are no longer in use. Just tap "Kick from Album" to delete them.

    Rest assured that even after removing people from an album, the photos and videos they uploaded, as well as their comments, will remain visible.

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  • This is because if you were displayed in your own Visits section, your last login time would always show up as "Just now." But don't worry. You'll still show up in your family members' Visits sections.

  • Tap and hold on a comment and you'll have the option to delete it.

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  • [App Version]
    Turn off notifications via "Notification Settings" in the Settings tab.

    [Browser Version]
    Turn off notifications via "Settings" at the top of the page.

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Photobooks

  • With Mitene's Photobooks, you can turn your family memories into stylish and beautiful photo booklets at any time, quickly and easily. Our Photobooks are compact at an A5 portrait size (approximately half letter size), and cost $7.49 USD each (plus tax). Photobooks full of memories from the previous month are compiled automatically for you, and you can purchase them with a single touch. Or if you prefer, you're free to edit these Photobooks so they're just to your liking, or even create them from scratch. For more information, tap the "Photobook" menu in the Memories tab.

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  • Our Photobooks are compact at an A5 portrait size (approximately half letter size), and cost $7.49 USD each (plus tax). For more information, tap the "Photobook" menu in the Memories tab. There you'll find more details about the specifications of our Photobooks.

    If you wish to pay in Japanese Yen, please switch your language setting to Japanese.

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  • Photobooks will be automatically created when 23 or more photos taken in the previous month are uploaded. The photos are selected according to certain rules, which include date and time taken, visibility settings, facial expressions, and number of comments.

  • Of course. You can take the automatically generated Photobooks as a starting point and swap in your favorite photos or switch their order, change titles, and add or edit comments. You can even create Photobooks entirely from scratch. To create your own, tap the Memories tab, then select the "Create" in the Photobook menu.

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  • No, they are not. Only you can view your Photobooks and ordering information.

  • Mitene Photobooks consist of one cover photo and 22 photos inside. Currently, it's not possible to create Photobooks with blank pages or only writing. You need to have at least 23 photos uploaded to create a Photobook.

  • Yes. The printed versions of photos will be trimmed if that's how they appear in the Photobook preview page.

  • There may be some slight differences that arise during printing. Comments may be affected due to the number of characters that can fit on a line. Rarely used emojis, emoticons, or certain non-alphanumeric characters may not display properly as well. The position of photos may also shift slightly during the printing process. Please take the above into account before placing your order.

  • This is in order to create space beneath the photo to display the comment, but to do this we have to crop the photo a little.

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  • Comments can be up to 200 characters long. If your photos have received comments on Family Album Mitene, the first comment will be the one displayed in a Photobook. Of course, you can change or delete comments that have been automatically added.

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  • While we try to cater for as many symbols as possible, less common ones may not display properly or even at all. If you encounter such problems with a Photobook, go to the Memories tab and tap on "Order History" from the menu. Then select the order in question and tap on "Inquiries" at the bottom. If possible, please attach a photograph of the problem with your inquiry. We'll send you a free replacement copy of your Photobook. Please also be aware that custom emoji that exceed the boundaries of regular text will likely not display properly. We ask for your understanding on this matter.

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  • Yes. Just go to "Edit" in the top right of the Photobook preview screen. Tap and hold on a photo in the inside pages, then slide up and down to rearrange the pages in your Photobook.

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  • The Photobooks automatically created by Family Album Mitene only contain photos from the previous month. However, if you select the "Photobook" menu in the Memories tab, you can create Photobooks using whichever photos you like. We hope you have fun reliving past memories!

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  • Delivery of Photobooks in Japan will take around 7-10 business days via Japan Post's Yu-Mail service. In most cases, packages will be placed in mailboxes.

    Delivery outside of Japan will take around 2 to 3 weeks via international mail, depending on where the package is being shipped.

  • Photobooks will be sent via Japan Post's Yu-Mail service. Delivery outside of Japan follows the universal postal convention and will be delivered via a domestic delivery service.

    In both cases, packages will be placed directly in mailboxes and cannot be tracked.

  • By registering your email address with us, you ensure that you can still recover your albums, even if you change phones or your phone breaks or gets lost, simply by logging in with your email address. This is why it's important to register.

  • Yes, delivery is available to areas outside of Japan.

  • Yes. Select a photobook which you'd like to order from the Memories tab and tap on "Order this Photobook", then tap "Edit" beside the list of recipients.

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  • While you're editing a Photobook, the changes you make are stored in the cache of the device you're using. However, if you don't place the order and continue using the app, the cache can sometimes be erased and your changes may be lost. If you wish to save your changes midway through editing, tap the "Order this Photobook" option at the bottom of the screen. When you arrive at the next screen, your edits will be saved on the Family Album Mitene server. Rest assured this doesn't mean you placed an order, and you're free to go back and continue editing.

  • We're very sorry, but because Photobooks are made to order, you can't make changes to photos or comments after placing an order. We ask for your understanding on this matter.

  • We're very sorry, but because our Photobooks are made to order, we don't accept cancellations. We ask for your understanding on this matter.

  • Go to the Memories tab and tap "Order History" on the upper right corner. Tap on the order in question, and then select "Inquiries" at the bottom to inform us of the mistake. Please don't forget to tell us the correct address. We'll do everything we can to ensure your order is sent to the right address, but please be aware that if your order has already been dispatched, then there's nothing we can do.

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  • Delivery of Photobooks in Japan will take around 7-10 business days. Delivery outside of Japan will take around 2-3 weeks, depending on where the package is being shipped.

    If the delivery period hasn't yet passed, please wait a little longer. You may also want to check that another family member hasn't already opened your package by mistake.

  • Delivery outside of Japan can take up to 3 weeks. If the period has passed, before contacting us, check that another family member hasn't already opened your package by mistake.

    Otherwise, go to the Memories tab and select "Order History" on the upper right corner. Next choose the order in question, and tap "Inquiries" at the bottom to contact us. Please tell us your name and the address to which the Photobook was supposed to be delivered.

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  • If you encounter such problems, please go to the Memories tab and tap "Order History." Select the order in question, and then tap "Inquiries" at the bottom to get in touch. If possible, please attach a photo of the problem with your inquiry. We'll send you a free replacement copy of your Photobook.

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  • If you encounter such problems, please go to the Memories tab and tap "Order History." Select the order in question, and then tap "Inquiries" at the bottom to get in touch. If possible, please attach a photo of the problem with your inquiry. We'll send you a free replacement copy of your Photobook.

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DVDs

  • Mitene DVDs let you relive your family memories on your TV or PC.

    The TV Version DVD can hold videos you've uploaded to Mitene, which you can watch on your TV screen.

    The PC Version DVD can hold pictures and videos from the timespan you selected.

    For more info, go to the Memories tab and tap "Create" under DVD.

  • With the TV Version DVD, you can view your Mitene videos from a selected timespan on your TV. You can select up to a 13-month period. These videos will be used to create a Special 1s Movie.

    This DVD is priced at $34.99 USD (tax not included). The number of discs in your order depends on the amount of videos you select. Each additional disc costs $10.99 USD.

    The TV Version also has an auto-select feature. This allows you to automatically select and fit your data onto 1 disc. After auto-selection, you're free to select which of the videos you want to keep, so be sure to use this feature if you're not sure which videos you want to include.

  • With the PC Version DVD, you can view your Mitene photos, videos, and comments from a selected timespan on your PC. The timespan you select can be as long as you want (for example, you can order a DVD containing only 1 month of data, or one containing 5 years of data).

    This DVD is priced at $34.99 USD (tax not included). The number of discs in your order depends on the amount of photos and videos you select. Each additional disc costs $10.99 USD.

  • The Special 1s Movie is a digest compilation of your DVD. It's only available with the TV Version DVD. You won't know which videos will be used until you see it for yourself. It's a special surprise!

  • Clips are selected automatically from the videos you put on your TV Version DVD. Please note that you cannot choose which clips to use.

  • Insert the disc into your DVD player and playback will begin automatically. Using the menu, you can watch the Special 1s movie or select videos by month.
    You can skip between videos using the Previous and Next buttons on your remote control.

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  • 1. Viewing with a Web Browser

    You can view the pictures and videos on your DVD using a web browser. Any comments on the photos/videos will be viewable as well.

    [Recommended Browser] Google Chrome

    Internet Explorer, Microsoft Edge, and Safari may not display the DVD properly. For the best viewing experience, please install and use Google Chrome.

    [Instructions]

    1) Open "index.html" on your DVD.

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    2) Your picture and video thumbnails will appear, sorted chronologically. Choose an item and click on it.

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    3) The details screen will be displayed. You can click the ← and → buttons or use your keyboard's arrow keys to cycle between items. Click "Enlarge" to enter fullscreen mode. Click "Download" to download a copy of the original file.

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    2. Browsing for Photo/Videos Files Directly

    [Instructions]

    1) Open the "photo_video" folder on your DVD.

    2) You will see folders named by year, like "2017" and "2016". Open the folder for the year containing the data you want.

    3) You will see folders named by month, like "01" and "02". Open the folder for the month containing the data you want.

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    4) The files for that year and month will be displayed. The files are named based on the date and time they were uploaded.

    EX.
    Photo dated 10/10/2017 2:00 PM: 20171010_1400_0000.jpg
    Video dated 10/11/2017 5:30 PM: 20171011_0530_0000.mov

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  • You can watch the TV Version DVD on your PC if it has a DVD player. If it doesn't, use your TV's DVD player or install one in your PC.

    In some rare cases, DVDs that function correctly may still be incompatible with certain DVD drives. If so, please use another DVD drive or DVD player.

  • The PC Version DVD is only usable on your computer.

  • The auto-select feature allows you to automatically select and fit your data onto 1 disc. After auto-selection, you're free to select which of the videos you want to keep, so be sure to use this feature if you're not sure which videos you want to include.

  • The TV Version DVD is for videos only. You cannot add pictures to it.

  • Yes, you can. However, the Special 1s Movie will be shorter in length if there are fewer videos on the DVD.

  • Yes, you can. Please note that your saved data will be deleted if you tap "Refresh Cache" in the app.

  • You can change the title to whatever you'd like. Titles of up to 25 characters (including emoji and special characters) can be used. Please note that if emojis and/or special characters are used, there may be instances where these characters cannot be printed due to font limitations despite displaying normally on your screen.

  • The jacket picture is cut into a square shape, and an additional 2-3mm are cut from the top and right sides during the manufacturing process. If you're unsure about your preview image, please try either changing or editing your picture and re-uploading it.

  • Before placing a DVD order, you can edit dates and times from the album page. The photos and videos will then be sorted chronologically on the DVD.

  • No, neither of these will be shared with other families. Both your DVD and order information are only viewable by you.

  • You will first have to cancel your order by going to "Order History" in the upper right corner of the Memories tab. After cancelling, please submit a new order with your new data. Please note that as DVDs are made to order, they can only be canceled for up to 8 hours after an order has been placed.

  • Cancel your order by going to "Order History" in the upper right corner of the Memories tab. Please note that as DVDs are made to order, they can only be canceled for up to 8 hours after an order has been placed.

  • In the Mitene app, tap "Order History" in the upper right corner of the "Memories" tab. Select your order and contact support with the "Inquiries" button at the bottom. Be sure to include both the incorrect shipping address and the corrected one. Please note that depending on the timing of your message, we may be unable to change your information.

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  • Orders placed for delivery within Japan take around 7-10 days to arrive (excluding deliveries to islands far from Honshu), and are handled by Yamato Transport's Neko-Posu service (orders will typically be placed directly in your post box).

    International orders may take around 2-3 weeks to arrive, depending on destination, and are sent by international mail.

    Please note that separate orders may arrive on different days, even if both orders were made on the same day.

  • Delivery within Japan will be handled by Yamato Transport's Neko-Posu service (orders will typically be placed directly in your post box).

    Overseas deliveries will be sent by international mail.

    You will receive a confirmation email and tracking number once your order has shipped.

  • Yes. Please note that international orders may take around 2-3 weeks to arrive, depending on destination.

  • DVD orders placed for delivery within Japan take around 7-10 days to arrive (excluding deliveries to islands far from Honshu). International orders may take around 2-3 weeks to arrive, depending on destination. We ask for your patience and to please wait until the estimated delivery time has passed.

    You can check the status of your delivery at the pages below using the tracking number from your shipment notification email.
    Domestic Orders: Yamato Transport Tracking System
    International Orders: Japan Post Tracking System

    If the Yamato's tracking system says your delivery is complete but you haven't received it, make sure that a member of your family hasn't already received it for you. If your completed order is still missing, please contact Yamato Transport through the above page.

    If you haven't received a confirmation email within a week of placing your order, or if you have any other questions regarding your order, please contact our support service. You can do this by tapping "Order History" in the upper right corner of the "Memories" tab, select your order, and tapping the "Inquiries" button at the bottom.

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  • In the Mitene app, tap "Order History" in the upper right corner of the "Memories" tab. Select your order and contact support with the "Inquiries" button at the bottom. Please include a photo of your damaged item(s). Any damaged or defective goods will be replaced free of charge.

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  • Please try all of the following:

    · Ensure that the readable surface of your disc is undamaged, and clean it with a DVD or CD cleaning solution and cloth.
    · Try using your disc in other DVD players. If it plays correctly, there may be a compatibility issue between your other player and your disc.
    · Try playing other DVDs. If they don't play correctly, try cleaning your DVD player.

    If none of the above methods work, then your disc may be defective. In the Mitene app, tap "Order History" in the upper right corner of the "Memories" tab. Select your order and contact support with the "Inquiries" button at the bottom. Defective DVDs will be replaced free of charge.

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  • Comments, photos, and videos uploaded via smartphone are stored as-is on the PC Version DVD. Your PC may be unable to display this data due to not having support for fonts, emojis, and/or certain photo and video files.

    If you need more information, contact support by tapping "Order History" in the upper right corner of the "Memories" tab, select your order, and tapping the "Inquiries" button at the bottom.

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  • Your DVD may have become unusable due to dirt and/or damage, or may have decayed from improper storage. Please protect your discs by storing them in a cool, dry place away from direct sunlight.

About Photobook & DVD Payment

  • Orders made in USD can be paid by credit card (VISA, MasterCard, American Express, Diners Club), while orders made in JPY can be paid by credit card (VISA, MasterCard, JCB, American Express, Diners Club), by carrier payment (Docomo, au, Softbank) or by convenience store.

    If you would like to pay for your order in JPY, please change your app's language to Japanese.

  • If you're in Japan, you can choose to pay at a convenience store.

    [Available Convenience Stores]
    You can pay at 7-Eleven, FamilyMart, Lawson, Ministop, Circle K Sunkus, or Seicomart.

    Img help payment cvs list

    A handling fee of 108 Yen is required when purchasing photobooks with convenience store payment. DVDs have no handling fee with convenience store payment.

    Your order will ship as soon as payment has been confirmed. Please note that orders which have not been paid for by the payment due date will be automatically canceled.

    [Changing Payment Methods]
    Please contact us from the Order History screen if you wish to change your payment method or cancel an order after payment. Please note that you can't change which store you will pay at after you've made your order.

  • If you're in Japan, you can choose to pay at a convenience store.
    You'll need to provide a number when paying. You can find your numbers on the Order History screen.

    [How to View Order History]
    Go to the Memories tab, then tap "ORDER HISTORY" on the upper right corner of the screen.

    [Convenience Store Payment Methods]
    Payment methods vary by store. You can see how to pay at each store by tapping the links below.

    7-Eleven
    FamilyMart
    Lawson
    MiniStop
    Seicomart

    * The above links will transfer you to GMO PAYMENT GATEWAY (an external site/Japanese only).

  • That's just an authorization check to confirm if your card is valid at time of purchase. Rest assured this $1 amount will not actually be charged to your account.

  • Yes. First, go to the Settings tab and tap on "Inquiries" to get in touch with us. Just state in your message that you wish to delete your credit card details, and we'll take care of it as quickly as we can. Please note that our customers' credit card details are encrypted and carefully protected.

    En img help 41 01

1s Movies

  • 1s Movies are automatically created from one-second clips pulled from a selection of your memories. See your child's story told in a compact movie filled with laughter, tears, and beautiful smiles. The more you upload, the more effective your 1s Movies will be at highlighting your children's development. So what are you waiting for? Get uploading!
    Sample 1s Movie

  • 1s Movie distribution rules have been updated as of late June. New 1s Movies will now be delivered every three months, with an upload requirement of 20 videos/images during a three-month period.

    Memories dated from April - June 2018 → Distributed in mid-July
    Memories dated from July - September 2018 → Distributed in mid-October
    *The schedule will continue as above every three months.
    *Memories dated from January - March will be distributed from late June.

    If you do not reach 20 videos/images during a three-month period by the time distribution starts, you can still reach 20 videos/images later. A 1s Movie will be automatically distributed some time afterwards.

  • 1s Movies distributed after January - March 2018 follow the new 1s Movie distribution rules (updated late June). We are currently considering distribution of 1s Movies based on the new rules for memories before January 2018.

  • We automatically compile 20 of your top-rated videos/images during a three-month period (videos are given priority) into a 1s Movie. Content is rated by visibility, facial and person recognition, and comment count. We then evenly space and take a clip from each selected media and string them all together to create a single 1s Movie. All of this is done automatically by our special software.
    *If you do not have enough videos or if they are not highly rated, images may be used in their place.

  • Use "Share in Mitene" to add a 1s Movie to your album.

    En img help 48 01

    You can also save the 1s Movie or share on Instagram and Facebook via the upper right menu of a 1s Movie.
    Freely share the 1s Movie by any method, including mail and social media after you save it.

    En img help 48 02
  • Only automatically created 1s Movies are available right now. We are looking to add more variation on distribution timing, and choice when selecting clips in the future.

Other

  • You can send us an email from within the app by going to the Settings tab and tapping "Inquiries." Or you can contact us at the following email address: support@mitene.us We look forward to hearing your opinions and suggestions.

    En img help 30 01
  • Apps

    - iPhone

    We recommend iOS 9.0 or higher. Those who don't yet have iOS 9.0 should go to Settings > General > Software Update on their iPhone, and update their OS.

    - Android

    We recommend 4.1 or higher.

    Browsers

    - Computer

    We recommend the latest version of Chrome, or Internet Explorer.
    If you're experiencing problems viewing videos, we recommend using Chrome.

    - Smartphones and tablets

    We recommend always using the latest version of Safari or Chrome when using Family Album Mitene. If you don't meet the above requirements, you may be unable to use Family Album Mitene.

  • Our corporate mission is to provide fun and comfortable ways for people to connect. With this service, we want to help children and their parents to communicate better with their grandfathers, grandmothers, uncles, aunts, and other relatives, all in real-time through photos and videos. Our own development team contains moms and dads who want to make this a fun and easy-to-use service for themselves, too. We also operate the Nohana photobook service, which is designed specifically with families in mind. At mixi, we aim to deliver ever more family-oriented services that bring happiness and smiles to our customers.