When you’re having an issue with Alight Motion, please do NOT delete and reinstall the app! It is not guaranteed that deleting or reinstalling the app will fix your issue, but your projects will get deleted if you do so. When you delete the app, the app data is deleted, so any saved projects will get deleted as well.
CAUTION: Projects that have been deleted are unrecoverable. Please keep in mind that your project files are saved in Alight Motion on your device, and NOT in your account. Even if you have signed in to Alight Motion, deleting or uninstalling Alight Motion will permanently delete your projects, and they cannot be recovered even if you sign back into Alight Motion after reinstalling the app. This is because projects can be quite large and depend on external or linked media on your device. Although this is due to technical limitations, we understand that it may be confusing if you are used to social media apps that store your media in the cloud, and we apologize for any inconvenience this may cause.
To avoid losing your projects, you can back them up with the Project Package Sharing feature! Just export your projects as Project Packages, and save the Alight Links or QR codes somewhere safe. If you happen to uninstall the app and later reinstall it, or install it on other devices, you can use the links to get your projects back! Please note that exporting projects is a members-only feature, which requires a subscription. Also, make sure to keep your links safely stored, as we are not able to help you recover your links if you’ve lost them.
If you have any questions, or if you need further assistance, please feel free to contact us at firstname.lastname@example.org! Please also let us know what you’re seeing on screen by sending us screenshots or screen recordings if you’re experiencing any issue.
Please also make sure to reply to any auto responses you may receive, and carefully follow instructions from our support team, so that we can address your concerns! Our normal response time is 1 to 3 business days, due to the volume of tickets we receive, but may be longer during the holiday season (our support team follows Korean and Indonesian public holidays).