Support

Last updated: October 16, 2026

Need a hand with the app or your account? Start with the answers below, or email us for help.

Do we both need to install HelloDear?

Yes, both of you need the app. One partner creates your shared space and sends over an invite link. The other installs HelloDear, signs in, and joins via the link or by entering your 6-digit invite code. While waiting for your partner to join, you can already drop in 3 photos and leave your first note so they have something special waiting for them.

My partner didn’t receive the invitation. What should I do?

Tap the waiting card at the top of your chat to open the invite screen, where you can easily share the link or copy the 6-digit code again. Invite codes stay active for 24 hours; if it expires, simply tap to generate a fresh one. Once your partner joins, the code automatically deactivates to keep your space private.

Will my photos still be there if I get a new phone?

Yes, absolutely. Sign in with the same account on your new iPhone, and all your shared photos and videos will be right there. Just use the same sign-in method as before, since Apple and Google sign-ins are separate accounts. If you can’t find your space, email us and we’ll help you get it back.

One thing to know: your passcode lock stays on your old phone, so you’ll set a new 6-digit passcode on the new one.

Can my partner see when I’m online?

No, never. HelloDear doesn’t show online presence, last-seen timestamps, or read receipts, nor does it track your live location. We want you to enjoy sharing at your own natural pace without feeling monitored. Your partner will only see the messages you send and whatever mood you choose to share in "Right now."

Can I recover a photo I deleted?

Yes, you can. Head to Me → Recently Deleted. Any deleted photos and videos stay there safely for 30 days. You can restore any item back to your album with a single tap, and its chat preview will reappear as well. After 30 days, items are permanently cleared by the system.

How do I get started with Together?

Simply head to the Together tab and tap "Start sorting." HelloDear looks back to when you two first got together and reads the capture dates and locations from your iPhone photos to discover where your paths crossed. You can then review the list and save the memories you want to keep. This sorting happens entirely on your own phone without uploading your photo files, and it never requires location permissions.

Why hasn’t Together found any places yet?

There are usually a few common reasons: some photos don't have GPS data attached (like screenshots or images saved from messaging apps); photos were taken before your relationship start date; or your timelines haven't crossed on camera just yet. Make sure both of you have sorted your photos. If no spots turn up this time, don't worry—after your next date or weekend trip, check back anytime to see what new places appear!

Why do you ask which cities we live in?

This helps HelloDear present your memories in a way that feels true to your everyday life. In your home cities, it keeps track of your favorite local cafés, eateries, and neighborhood spots. When you travel out of town, it neatly bundles your memories by city or trip. Long-distance couples can each choose their own home city, you can select multiple cities, and you're free to change them whenever you like.

What happens if I turn off automatic recording?

HelloDear will stop recording new stops in the background. All the places you’ve already saved will stay right where they are, and your existing visit history on your device is never deleted. You can always continue discovering shared places through your photos. You can also adjust location access anytime in your iPhone Settings.

Why am I not getting notifications?

Please go to your iPhone Settings → Notifications → HelloDear and make sure "Allow Notifications" is turned on. Also check whether an active Focus mode is silencing incoming alerts. Even if you previously chose "Not now" inside the app, you can easily enable notifications in your system settings at any time.

What’s included with Plus?

All core HelloDear features—including chat, Together, anniversaries, and the passcode lock—are completely free. Plus is designed for couples who want to store a large collection of high-resolution photos and longer videos in their shared space. Each subscription is tied to one space, meaning only one person needs to subscribe for both of you to enjoy the expanded storage.

What happens if I restore purchases in a different space?

Each Plus subscription covers one space at a time. When you subscribe or tap "Restore purchases" in a new space, your subscription transfers to cover that space. Your previous space retains its full benefits until the end of its already-paid period, and future renewals will apply to your new space. Rest assured, all memories and photos in your original space remain safely in place and are never moved or deleted.

How do I cancel my subscription?

On your iPhone, open Settings → tap your name at the top → Subscriptions → select HelloDear, then turn off renewal. You will continue to enjoy your full paid benefits until the current billing period ends. Please note that deleting the app, archiving a space, or deleting your account does not automatically cancel your Apple subscription, so be sure to turn it off in Settings if you decide not to renew.

What happens to my content when my subscription ends?

When your subscription ends without renewal, your storage limit returns to the free 1 GB tier. If your space is using more than 1 GB, new uploads will be temporarily paused, but all your memories remain safe and accessible for viewing and downloading.

We provide a generous grace period: • First 30 days after expiry: Full access to view and download all your photos and videos. • Days 30 to 60: Your space enters a read-only locked state. Resubscribing unlocks it immediately. • After 60 days: If you confirm you no longer wish to subscribe, excess storage will be safely cleared.

As long as your storage is within the 1 GB free limit, your memories are kept safe forever and will never be locked or cleared.

Can my partner take over the subscription payments?

Yes, absolutely. To prevent duplicate charges, each space is paid for by only one person at a time. When you want to switch payers, simply wait until the current paid period ends and the original subscription stops renewing. Your partner can then subscribe directly inside the app. The app clearly displays the current payer and billing expiration date so you're always on the same page.

I subscribed. Why does my space still show the free plan?

Go to Me → Get more space and tap "Restore purchases". This prompts the app to sync your subscription status with Apple. Also check that your subscription is assigned to your current space. If it still hasn't updated, email our support team with your purchase date, plan name, and a screenshot of your Apple receipt (please mask any private details, and never share passwords or full card numbers). We'll sort it out for you promptly.

How do I archive a space?

Go to Me and choose "Archive this space", where the exact retention period will be shown for your confirmation. Once archived, both of you can still browse your memories anytime, but no new content can be added. If neither partner continues paid storage, the space will be safely cleared 30 days after your paid period ends (or 30 days after archiving).

(Heartwarming note: If you ever change your mind within 30 days, as long as neither of you has joined a new space, you can tap "Rejoin" under Me → Archived Spaces to restore your space instantly!) Remember to turn off renewal in your iPhone Settings if you no longer wish to subscribe.

How do I delete my account?

Go to Me → Delete account. We provide a 30-day grace period during which you can sign back in anytime to cancel the deletion and restore your account. After 30 days, your personal profile data is permanently and completely erased.

(Protecting your shared memories: To ensure your partner doesn't abruptly lose their history, any messages and photos you shared in the space stay intact for them, with your name displayed as "[Deleted account]".) Restoring your account restores your identity, but does not reopen spaces that have already expired.

Is HelloDear available on Android?

Not at the moment. We are currently dedicated to crafting the most intimate and polished experience possible on iPhone. We are actively exploring cross-platform support for the future—stay tuned!

How can I contact you?

If you have any questions, feedback, or need a helping hand, please email us anytime at hello@hellodear.chat. To help us assist you as quickly as possible, feel free to include your iPhone model, iOS version, HelloDear version, and a brief description or screenshot of what happened (be sure to blur any personal messages first). We usually reply within two business days.