Our technicians are taking extra steps at intake beforehand to check if the item is truly not able to be digitized such as unsupported types, unfinalized tapes, or mold growth, but sometimes items can slip through like blank tapes or copywritten video.
If we find any items that we cannot provide a digitized memory for, our technicians will upload a placeholder for the memory to the My FOREVER Box Center explaining why the memory was not able to be uploaded. It will also be noted on your box order form, which you should receive an updated copy of after everything is finished being digitized.
Unsupported Type
We encourage you to read through our list of video media types we are able to digitize, found here. In the case your tape is unsupported at the time of sending in your FOREVER Box, we will not charge for the tape since we were unable to attempt digitizing it. We will hold onto it until the rest of the box is finished and then send everything back in one package to you.
Blank Tapes
Since the majority of the process has to be completed in order to discover that the tape is blank, we still charge for these items. We will then put a placeholder in your Digitization Project to let you know the tape was blank as well as note it on your updated order form we email to you.
Copywritten Video
Please refer to our digitization copyright policy found here.
Unfinalized Tapes
When capturing your memories, some camcorders required the use of a "finalize" button once you completed a tape. The good news is we have software at the Digitization Facility that can try to finalize it without the need of the original camcorder! Although this works almost all of the time, in the very rare case it fails we will not charge for the tape since we were unable to attempt digitizing it.
Mold Growth
If your tape has some minor mold growth, our Digitization technicians can run it through a cleaner for an additional cost per tape — you can always choose to set aside that item before paying for the overages by contacting FOREVER Support. However, sometimes the mold growth is too much for the cleaner to be able to handle. In these cases we will not charge for the tape since it cannot be processed.
If you have any questions or concerns about your FOREVER Box order please contact us by emailing support@forever.com or by calling 1-888-FOREVER (367-3837) for further assistance.