Support

A saved thing or iCloud update is missing

Local saves and iCloud updates happen separately. An offline save can appear on one device before it reaches another.

1. Check the thing on the device where you saved it. Reopen the app and search for its name.
2. For cross-device updates, check that both devices use the same Apple Account and have iCloud enabled for The Thing Is in Settings.
3. Check available device and iCloud storage, connect to the internet, then open the app on both devices and allow time for sync.
4. If content is still missing, stop repeating edits and email support. Say which device has the latest copy and whether the original save happened offline.

Keep the app and its data installed. Do not uninstall the app, reset iCloud, or delete your museum to fix an ordinary sync delay. That can remove the only local copy of content that has not synchronized.

Camera, photos, music, or nearby places are unavailable

• Camera: review The Thing Is camera permission in Settings. You can choose an existing photo instead. View in AR on iPhone uses Apple’s system AR preview.
• Photos: choose the specific image through the system photo picker. Saving an export needs permission to add to Photos; importing and saving use different access.
• Music: review Apple Music access for The Thing Is. Searches, artwork, and previews need a network connection and available Apple services. Recently played songs also need permission.
• Places: nearby search needs location permission. You can search for a place or save its name without nearby-place access.

Screen Time or device-management restrictions can prevent permission changes. You can still write a text story or quote when an optional service is unavailable.

Suggested names or story questions are unavailable

Suggestions need a compatible device, enabled Apple Intelligence, a ready model with the required language and photo capabilities, and a usable source photo. Check the explanation shown in the app. If the model is preparing, allow it to finish; for a temporary failure, use Try again when offered.

Retrying cannot add missing device support. You can name the thing yourself and write a story, quote, or other supported entry without generated suggestions.

The museum cannot open

If you see “The doors are a little stuck,” make sure the device is unlocked and has available storage, then use Try again. If the app closes unexpectedly, reopen it; restarting the device can also help. The app does not intentionally delete or replace a museum that failed to open.

If it still cannot open, preserve the installed app and email support with the message you saw and what happened before the problem. Avoid reinstalling or removing app data.

What to include when you contact support

Email bilguunone@icloud.com with:

• Your app version and build, if available. For a beta, these are shown in TestFlight.
• Your device model and operating-system version.
• The steps you took, what you expected, and what happened instead.
• Whether it affects one device or several, and whether you were offline.

A screenshot can help when a message or layout matters. Redact personal details, stories, photos, and locations first. Do not send your museum or private content unless it is necessary and you choose to share it.

If you are using a beta, you can also open TestFlight, select The Thing Is, and choose Send Beta Feedback. Email support works for the public release too. See ourPrivacy Policy for how support information is handled.