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 age verification and matching depend on them. Email support@hemhal.app from the address registered to your account.

Go to Settings → Account security to view and end active sessions. If you're still concerned, change your password — that ends every session.

A mood you share stays active for a short window and matches you with people who feel similar during that time. When it expires you can share a new one — Hemhal is built on how you feel right now, not on a frozen profile.

Analysis usually takes a few seconds. A weak connection or heavy load can stretch it; reopening the app is normally enough. If it doesn't clear, let us know.

Tap "Why recommended?" on the card to see the explanation. The match score reflects mood similarity only; card order is also shaped by other signals such as freshness and discovery.

No — removing a match can't be undone. The conversation becomes read-only 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.

That means one of you removed the match. 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 automated systems together with human moderation. Out of respect for the other person's privacy, we don't share the outcome of a decision about them. If there's an urgent safety issue, email us directly.

Enforcement is graduated: it starts with a warning and can escalate to a temporary suspension. Severe violations — especially anything involving people under 18 — lead to permanent closure. You can appeal even while suspended.

Go to Settings → Help & Support → 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. That's also the step to take after changing devices or reinstalling. Store verification can occasionally take a few minutes; if it persists, email us with your store receipt.

Subscriptions are managed and cancelled through your App Store account: Settings → your Apple Account → Subscriptions. The app also links there from Settings → Membership & purchases. A subscription renews automatically unless cancelled at least 24 hours before the end of the current period.

Purchases go through Apple, so refunds are decided by Apple — Hemhal can't issue them. You can request one at reportaproblem.apple.com.

No. Deleting your account does not stop billing. You need to cancel the subscription separately in the App Store.

Settings → Privacy & Data → Data rights → Export my data. For other data-protection requests, email privacy@hemhal.app — we complete requests within 30 days.

Your account isn't removed immediately: it's deactivated and permanently deleted after 30 days. Within that window you can restore it by signing in again or cancelling the deletion request. After 30 days it can't be undone. More detail: Account deletion.

Under Settings → Privacy & Data, the Privacy and consents screen lets you turn location, notification and other permissions on or off. Mood analysis is the core of the app, so consent to that processing can't be withdrawn separately — if you'd rather not have it, you'd need to delete your account. Essential safety and account notifications are sent regardless of consent.

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

Check all three: (1) the iOS permission under Settings → Notifications → Hemhal, (2) your preferences in Settings → Notification access, and (3) your notification consent under Privacy and consents. Withdrawing notification consent removes your registered devices.