Getting help and common questions
Reaching support, safety and crisis resources, and what to check when something looks stuck.
Most questions have a quick answer, and for everything else there's a real person to write to. Here's where to start.
Reaching support
Email [email protected]. When you write, include the email address on your account and a short description of what you did, what you expected, and what happened instead. That's usually enough for us to sort it out quickly.
You can use HeartWeave on the web portal and in the iOS and Android apps. Those are the only channels, so if you see HeartWeave offered somewhere else, it isn't us.
Safety and crisis resources
HeartWeave is a companion for reflection and communication. It is not therapy, medical care, or a crisis service, and it can't help in an emergency. If you or someone else is in danger, please reach real help:
- In immediate danger? Call 911 (US).
- Suicide & Crisis Lifeline: call or text 988 (US).
- National Domestic Violence Hotline: 1-800-799-7233, or text START to 88788 (US).
- Outside the US: find a hotline near you at findahelpline.com.
If a hard conversation in HeartWeave brings up more than the app is meant to hold, please reach out to one of these. They're staffed by people trained for exactly that.
When something looks stuck
A few common situations and what to check:
Messages won't send in a shared space. The usual cause is that the space's subscription has lapsed. Check that billing is active on the account that owns the space. See Managing your subscription.
An invitation expired. Invitations are good for 14 days. If your person didn't accept in time, just send a fresh one. See Creating your space.
The app seems stale or out of date. Sign out and back in, or update the app from your app store. That clears up most display glitches.
A reminder didn't arrive. Check your timezone and wake/sleep hours on your profile, and make sure notifications are on for the app. See Check-ins and reminders.
Common questions
Is there a free trial? No. HeartWeave is one plan at $99 per person per month. Instead of a trial, there's a 30-day money-back guarantee: email us within 30 days of your first payment for a full refund. See The one plan, honestly.
Can the other person read my private room? No, never. See Privacy and your data.
How do I cancel? On the web, from the billing portal on your Account page. On mobile, through your app store's subscription settings.
How do I delete my data? Close your account, or email [email protected] to request deletion.
Still stuck? Write to [email protected]. A real person reads every message.