Help & Support

Check that you entered your number with the country code and wait a moment before requesting a new code — carrier delays happen. If it keeps failing, email us with your number.

Your display name can be changed once, to keep identities consistent. If you've already used that change, it can't be changed again from the app.

These two can't be edited in the app, because the 18+ age check and your discovery preferences depend on them. We currently can't correct them through support either.

Go to Settings → Account security to view and end active sessions. If you’re still concerned, change your password. You stay signed in on this device; your other sessions are signed out.

A mood can produce new suggestions for about two hours. The cards prepared for you can be used in a discovery session of up to 24 hours, even after the mood has expired, and the session can close earlier. A like you give doesn't drop when the mood expires: if the other person likes you too, it can turn into a match. When your mood ends you can share a new one; the new mood replaces the previous discovery session. Hemhal is built on your current context, not on a frozen profile.

Every mood is analysed and reviewed before it goes live, and this can take a while. Until then, the app shows it as being analysed or reviewed. If the option to analyse again appears, you can try again. If your mood still isn’t live after a long time, email support@hemhal.app.

At the bottom of the card, the reason appears just under the person’s mood, with a › next to it. Tap it to open the explanation in "Why this suggestion?". The score is a quick summary of the mood and shared-context signals at the time of the suggestion; it is not a relationship prediction. Card order is also shaped by other signals such as freshness and discovery, and by paid visibility options; those do not raise the score you see.

No — removing a match can't be undone. Messaging closes in that chat and no new messages can be sent.

Your current allowances and point balance are always shown in the app under Game → Your allowances. Allowances can be earned through tasks, and Premium raises the limits.

To prevent scams and off-platform harassment, phone numbers, email addresses and links can't be shared in chat. Rewriting your message without them is all you need to do.

Messaging closes when the match is removed. It can also be closed for a while, for example during a safety review or while one of the accounts is scheduled for deletion. If the match was removed, you can hide the conversation from your list; that only affects your own view, not the other person.

In a conversation, use the menu at the top right and choose Report or Block; in Discover, use the card menu to report. People you block can't see you or message you. You can undo a block under Settings → Blocked users.

Reports are reviewed by human moderators; automated systems may also be used. When a review is complete, we usually tell you the general outcome (action taken, or no violation confirmed) in a notification. You can check the status and outcome of your reports under Settings → My reports. If the account you reported is permanently deleted before the review is complete, the review closes without a notification and the outcome shows as "A violation could not be confirmed." Private account or decision details about another person aren’t shared. For an urgent safety concern, email support@hemhal.app.

Enforcement is graduated: it starts with a warning and can escalate to a temporary suspension. In severe cases — especially anything involving people under 18 — the account is suspended and may be permanently closed. You can appeal even while suspended.

Go to Settings → My appeals → New appeal and pick the decision from the list. You don’t need a code or reference number. A decision can only be appealed once, and older decisions are closed to appeal.

Tap "Restore purchases" on the Premium screen. You can also use this after changing devices or reinstalling. If your purchase can’t be verified or restoring is unavailable, email support@hemhal.app with your store receipt.

If you have a subscription, manage or cancel it through the store you purchased through. In Hemhal, you can open the store’s management page from Settings → Membership and purchases → Manage subscription. An App Store subscription renews automatically unless cancelled at least 24 hours before the current period ends. A Google Play subscription renews until you cancel it; cancelling in your Google Play subscription settings stops the next renewal.

Refund requests are handled under the rules of the store you purchased through. For App Store purchases, use reportaproblem.apple.com. For Google Play purchases, use the store’s help and refund options.

No. Deleting your account does not stop billing. If you have a subscription, cancel it separately in the App Store or Google Play account you purchased through.

Go to Settings → Export my data. For other data-protection requests, email privacy@hemhal.app — we complete requests within 30 days.

Your account is deactivated immediately. Sign back in within 30 days to recover it. After that, permanent deletion begins and you can no longer recover your account. If you can’t sign in during those 30 days, for example because you forgot your password, we can’t recover your account for you either; password reset codes aren’t sent while an account is scheduled for deletion. More detail: Account deletion.

Manage your location, notification, marketing and analytics consents under Settings → Privacy & consents. Manage device permissions separately in system settings. Mood analysis is a core requirement, so consent to that processing can’t be withdrawn separately; if you no longer want it, you need to delete your account. Required security and account operations run regardless of these consents. Push alerts also depend on notification consent and system permission.

Yes — under Settings → Visibility you can hide your age and your distance from other people.

Check three things: (1) Hemhal’s notification permission in your device’s system settings, (2) your preferences under Settings → Notification settings, and (3) notification consent under Settings → Privacy & consents. Withdrawing notification consent removes your registered notification devices.