Help

Frequently Asked Questions

General

  • Family Album Mitene allows you to easily share as many photos and movies of your children as you want with just your family members, all totally free of charge. You can comment on photos, share your thoughts, and watch your children grow thanks to how the app automatically organizes everything you upload into monthly albums. You can even see who's been checking in to view photos and movies. Also, 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 Movies

  • You can start uploading by going to the Add tab. To allow grandparents and other relatives to upload their own photos and movies, 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 movies to upload.

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  • You can upload any photos and movies that are in your Camera Roll, Gallery, or other photos folder. There's no limit to the amount you can upload. However, movies can be no longer than two minutes.

  • At present, you can only upload photos and movies that are in your smartphone's Camera Roll, Gallery, or other photos folder. In future, we're hoping to allow uploads from computers and browsers. We expect to get there eventually!

  • At present, you can only upload photos and movies that are in your smartphone's Camera Roll, Gallery, or other photos folder. In future, we're hoping to expand this feature to allow more options. Please bear with us while we figure this out.

  • 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 you 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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    You can change the visibility settings for photos you've already uploaded by going to the menu in the top-right of any individual photo. Each photo's current visibility status can be seen in the center above the image.

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  • Those using the app version can turn off notifications via the "Notification Settings" in the Settings tab. Those using the browser version can do so via the Settings menu 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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  • 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.

  • At present, you can select either "Share with Family" or "Partner Only." We hope to offer more refined options in future. Please bear with us for now.

  • At present, 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. Trust us when we say this is on our list of things to do!

  • 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, Storing, and Changing Photos and Movies

  • All uploaded photos and movies are automatically sorted by month and display in chronological order. If you have two months' worth or more of photos, simply swipe your finger left or right across the photos in the middle of the screen to change to a different month. By doing this, you can 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 movies 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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  • Parents can delete uploads from the menu in the top-right of any individual photo or video. Grandparents and other relatives can only delete photos and movies they've uploaded themselves.

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

  • You can save photos and movies from the menu in the top-right of any individual photo.

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  • Yes, they can do all these things. To save something, in the app version they can select "Save" from the menu in the top-right of any individual photo. In the browser version they can use the Save button located near each photo. To delete a comment, in the app version they first need to go to their own comment on an individual photo. Then they simply tap and hold on it to have the option to delete it. In the browser version they can press the X button next to their comment.

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

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  • If you're using the browser version, try downloading the Chrome browser and access Family Album Mitene from there. If you're using the app version, you can try turning your phone off and on again, checking your Internet connection, or making sure you haven't reached your data usage limit. If you're still unable to view movies, please go to the Settings tab and then 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 movies 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 "Start" to print your photos in the form of a booklet. We're hoping to implement a one-touch feature where you can instantly print and send photos by post.

Registering or Deleting an Account, Changing Devices, and Updates

  • Please contact us by going to the Settings tab, then selecting "Inquiries". We'll endeavor 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 LINE, SMS or email.

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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. Some smartphones may only allow access to the browser version. The app is currently not available on standard cellphones.

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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 LINE, SMS or email. 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 4.0 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 20 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.

  • Select "Invite Family" from the Settings tab, then tap on the family member you want. When you tap on "Invite to App Version" at the top of the page, you can choose to send an invitation via LINE, SMS or email. However, by following the steps above, they will now have two accounts: one for the browser version and one for the app version. Once the family member has received their invitation and created an account, if they no longer wish to use the browser version you can delete that account. To do so, tap on their name and select "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 these actions.

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

  • Yes. Just send them an invite 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 movies 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 three 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 two letters of your family members' nicknames. For example, if someone chose the nickname "Hank," the letters "Ha" 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 consulting 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. Don't worry, though. Even after removing people from an album, the photos and movies 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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  • Those using the app version can turn off notifications via the "Notification Settings" in the Settings tab. Those using the browser version can do so via the Settings menu 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 A5 portrait size, and cost 490 yen 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 "About Photobooks" option from the menu in the Memories tab.

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  • Our Photobooks are A5 portrait size, and cost 490 yen each (plus tax). For more information, tap the "About Photobooks" option from the menu in the Memories tab. There you'll find more details about the specifications of our Photobooks.

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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 "Start" option in the top right.

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

  • Mitene Photobooks are made up of one cover photo and 22 on the inside pages. At present, it's not possible to create Photobooks with blank pages or only writing, so 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 owing to the printing procedure. This is particularly true of comments, where sometimes there are differences in the number of characters that fit on a line. Also, be aware that less common emojis, emoticons, or certain non-alphanumeric characters may not display properly or even at all. It's possible that the position of photos may also be shifted slightly during the printing process. Before you place an order, please understand that these issues may sometimes occur.

  • 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 "Start" option in the top-right of the Memories tab, you can create Photobooks using whichever photos you like. We hope you have fun reliving past memories!

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  • We accept credit cards (VISA, MasterCard, JCB, American Express, Diners Club) and mobile payments (Docomo, au, Softbank). In future, we hope to offer more payment options, such cash on delivery.

  • Your Photobooks should arrive 7-10 days after you place your order. They'll be sent by standard unregistered mail and delivered directly to your mail box. Please be aware that Photobooks ordered separately may arrive on different days.

  • Photobooks will be sent by standard unregistered mail and delivered directly to your mail box. Unfortunately, this means it's not possible to track orders.

  • 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.

  • We're very sorry, but we're currently not able to cater to international shipping. Orders can be still made from abroad, so long as the recipient's address is in Japan.

  • Yes. Go to the Memories tab and tap on "Order Photobooks" from the menu, then tap "Edit" beside the list of recipients. From there you can delete and edit delivery addresses. Please note that we currently only accept JPY for payment, and can only ship to addresses in Japan. We apologize for the inconvenience.

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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 Photobooks" option at the bottom of the screen. When you arrive at the next screen, your edits will have been saved on the Family Album Mitene server. But don't worry. This doesn't mean you placed an order, and you're free to go back and continue editing.

  • 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.

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  • 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" from the menu. 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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  • Your Photobooks should arrive by post 7-10 days after you place your order. If 10 days haven'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.

  • Go to the Memories tab and select "Order History" from the menu. Next, choose the order in question, and then 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. Just to be on the safe side, before contacting us, you may want to check that another family member hasn't already opened your package by mistake.

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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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1s Movies

  • If you upload 20 or more movies to Family Album Mitene, 1s Movies will be automatically created from one-second clips from a selection of your movies, allowing you to trace your children's growth from birth up until now. We're sure you'll be moved to see such a clear and compact illustration of how they've grown! And the more movies 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

  • We select 20 movies from those uploaded to Family Album Mitene, from the oldest through to the newest, as evenly spaced as possible through time. Then we take a clip from each one, and string them all together to create a single 1s Movie. All of this is done automatically by our special software.

  • First, tap "Add to Album" to add a 1s Movie to your Family Album Mitene album.

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    Once added, you can save it from the menu in the top-right of the movie. You can share any 1s Movies you've saved via email and social media whenever you like. You can also save movies and share them on social media from the menu on the right-hand side of the Memories tab.

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  • At the moment, we only offer automatically created 1s Movies. In the future, we'd like to offer Family Album Mitene users a feature for creating 1s Movies using their favorite video clips, whenever they like.

  • Once you've uploaded 40 or more movies, we'll send your second 1s Movie three to four months after your first one.

  • We hope we can provide third and subsequent 1s Movies to our users in the future. We're sorry if we keep you waiting, but ask for your patience while we figure this out.

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.

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  • Apps

    - iPhone

    We recommend iOS 8.0 or higher. Those who don't yet have iOS 8.0 should go to Settings > General > Software Update on their iPhone, and update their OS.

    - Android

    We recommend 4.0 or higher.

    Browsers

    - Computer

    We recommend the latest version of Chrome, or Internet Explorer 9.0 or higher.
    If you're experiencing problems viewing movies, 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 movies. 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.