Preview, then choose.
1. What's in the app diagnostic package?
App/system versions, restricted events, times, counts, durations, database size, queue summaries and available space. Random request numbers can become correlation digests; this is not a guarantee of absolute anonymity. Export restrictions exclude photos, audio/video content, comments or notes, photo places, file paths, network addresses and pairing keys. Screenshots, system crash reports, text, mail addresses or complete recovery packages you add do not have the same restrictions. Recovery packages contain user content and are not routine diagnostic attachments.
2. Preview, cancel and clear
- Open Profile → Settings → Database and Diagnostics → Diagnostics and Logs.
- Choose Export Diagnostics and read the explanation and preview before sharing.
- Cancel the share sheet to avoid sending. If sending, choose a verified support channel yourself.
- Clear Device Logs removes logs and app temporary diagnostic packages, not photos, facts, sync queues or backups. Future events continue to be recorded.
3. On-device retention
- Logs follow a recent 7-day / 20 MiB policy, with cleanup during writing or maintenance, not scheduled while the app is stopped.
- Exports clean old temporary packages; app cache keeps at most two, with files over 24 hours removed during maintenance. You can clear them manually.
- Copies saved to Files, mail or other services require separate management.
4. After support receives materials
Responsible operator: Deng Yuezhou. Manual support email: tengle.deng@memoopen.ai.
- Only voluntary, informed submissions are received. Start with text; minimal diagnostics are requested only when needed.
- Access is limited to support/development personnel needed for this issue, not advertising, profiling or model training.
- Raw diagnostics are retained up to 30 days from receipt, and deleted earlier when no longer necessary. Additional materials require a new explanation and your choice, not indefinite renewal.
- Receipts and expiry dates are recorded and checked daily. Cleanup covers original mail attachments, controlled forwarded/downloaded copies and trash. No automatic upload or app-controlled remote mail deletion is provided.
- The existing Tencent business mailbox is used. Provider backups that cannot be erased immediately are isolated, protected and no longer used, then cleared on the provider's cycle. Required legal retention is limited to the appropriate purpose and period.
- Access, withdrawal or deletion requests identify the original mail and materials. We initially respond within 15 working days and explain further steps where immediate completion is impossible. Refusing diagnostics does not prevent local app use or text support.
The 30-day limit is an operational support rule, not app automation or a universal legal period. The app cannot remotely control provider backups or copies you retain.
5. Avoid destructive troubleshooting
Do not delete the app, clear Photos or Recently Deleted, provide device passwords or upload your private library to a public link. Requests for real databases or recovery packages need separate purposes, scope, protection and authorization. Contact details are on the support page.