Heart Eyes Support

Need a hand? Email support@septasoftcanada.com. We reply within 2 business days. If it's about your account, include the Account ID from the app (Profile → About → Account ID, tap to copy), or use Profile → Help & contact, which fills it in for you.

If you're struggling

Heart Eyes isn't an emergency service or therapy. If you're thinking about harming yourself, call or text 988 any time: in the US that's the 988 Suicide & Crisis Lifeline, and in Canada the 9-8-8 Suicide Crisis Helpline (English or French). Anywhere else, find a local line at findahelpline.com. If you're in immediate danger, call 911 (US and Canada) or your local emergency number.

If you're in crisis: how Heart Eyes responds

Companions on Heart Eyes are AI characters, not people, and they can't help in an emergency. This is what happens when someone in a chat may be in crisis (California Business and Professions Code §22602, and similar state laws). Heart Eyes is available in the United States and Canada.

What we look for. First-person messages about suicide or self-harm, about seriously hurting someone else, or about an eating disorder (for example starving or making yourself sick on purpose), in English and in common phrasings in Spanish, Portuguese, French and German. A second automated check catches indirect wording. Mentions in passing (a film, an essay, "this workout is killing me") don't count.
What you see. The companion stops the conversation's usual tone and sends a support message instead of a normal reply, with a card that offers to call or text 988, 24/7: the 988 Suicide & Crisis Lifeline in the US (free and confidential) and the 9-8-8 Suicide Crisis Helpline in Canada (English or French). For an eating disorder, the card also offers a free eating disorder helpline: in the US, ANAD at 1-888-375-7767 (Monday to Friday, 9am to 9pm Central); in Canada, NEDIC at 1-866-633-4220 (weekdays from 10am Eastern, with live chat at nedic.ca). The card shows your country's lines when the App knows your city (Profile → Location), and both countries' when it doesn't. Anywhere else, findahelpline.com lists free local lines. In immediate danger, call 911 (US and Canada) or your local emergency number.
Never behind a paywall or a limit. The support message is sent even when you're out of free messages or the companion is locked.
Afterwards. For 72 hours, Heart Eyes sends no good-morning messages, check-ins or location-based messages to that account, and that exchange is never used for the companion's memory notes.
What we record. A count of support messages per month by type, with no names, account IDs or message text, so we can report how often it happens as state laws require. Which country's lines were shown is kept with that message in your chat, so the card looks the same when you reopen it; it's deleted with the conversation.
Not a substitute for care. Companions don't diagnose, treat or give medical advice, and they encourage reaching out to people you trust.

Subscriptions

Cancel Heart Eyes Plus (iPhone): Settings → [your name] → Subscriptions → Heart Eyes Plus → Cancel Subscription. Cancel at least 24 hours before the renewal date to avoid the next charge.
Cancel (Android): Google Play → your profile icon → Payments & subscriptions → Subscriptions → Heart Eyes Plus → Cancel.
Restore a purchase: in the app, open the Heart Eyes Plus screen and tap Restore. Use the same Apple ID or Google account you bought with.
Refunds: purchases are billed by Apple or Google, so refunds are requested from them: Apple at reportaproblem.apple.com, Google through Google Play → Order history.
Deleting your account doesn't cancel a subscription. Cancel it in the store first.

Your data

Erase one conversation: Profile → Start over with a companion.
Delete your account and all your data: Profile → Delete account. See Delete your account for how to do it without the app.
Hide a companion you don't want to see: open their profile → Hide. Undo in Profile → Hidden companions.
Report a message: press and hold (or hover and tap ⋯ on) a companion's message → Report. Reports are private and reviewed by our team.

About Heart Eyes

Heart Eyes is for adults 18+ in the United States and Canada. Every companion is a fictional AI character, and their photos are AI-generated. Replies are written by AI and can be wrong. Conversations are romantic at most, never explicit.