Support
Last updated: September 13, 2026
Need a hand with the app or your account? Start with the answers below, or email us for help.
Contact support
Email hello@hellodear.chat with your iPhone model, iOS version, HelloDear version, and the steps that led to the problem. Screenshots can help; please hide any private messages first.
We usually reply within two business days.
My partner did not get the invitation
Open the invitation code page at the top of your chat and share the link again. Codes are valid for 24 hours after creation. Generate a new code if the old one has expired. A code stops working once your partner has joined.
My album is empty on my new phone
Check that you used the same account and sign-in method. Apple, Google, and phone number sign-in may lead to different accounts. If you still cannot find your space, contact support before deleting anything.
Can I recover a deleted photo?
Go to Me → Recently Deleted. Deleted photos and videos stay there for 30 days, during which you can restore them. Permanently deleted content cannot be recovered.
How do I get started with Together?
Open Together and tap Start. The app uses the dates and locations in your photos to find places you’ve visited together. Once both of you have sorted your photos, you can look through the list and save the memories you want to keep. Sorting photos never requires location permissions.
Why haven’t any places been found?
Some photos might lack location data, or your timelines haven't crossed on camera yet. Once both of you have sorted your photos—or after your next outing together—check back to see what turns up.
Why choose the cities where we live?
Around home, HelloDear remembers your favorite neighborhood spots and cafés. When you travel, it bundles your adventures by city or country. You can pick multiple cities and change them anytime.
What happens if I turn off automatic recording?
New stops will no longer be recorded automatically. Saved places will stay, and you can still find places from your photos. You can also change location access in your iPhone’s Settings.
I am not receiving notifications
On your iPhone, go to Settings → Notifications → HelloDear and turn on Allow Notifications. Check whether a Focus is silencing them. You can enable notifications in Settings even if you previously declined them in the app.
Why did my import not include photos?
Chat imports include text only, not photos or videos. You can add photos and videos from your phone separately. If you need help, send the file format or an error screenshot. There’s no need to send your private conversation.
I subscribed, but my space still shows the free plan
Choose Restore Purchases on the Plus page in the app, then check which space the subscription is paying for. If the plan still has not updated, email us the purchase date, plan, and a transaction screenshot with personal details hidden. Never send your Apple Account password or full payment card details.
How do I cancel my subscription?
On your iPhone, go to Settings → your name → Subscriptions → HelloDear. After you cancel renewal, paid benefits continue until the current period ends. Deleting the app, archiving a space, or deleting your account does not cancel a subscription.
How do I archive a space?
Go to Me in the app and choose Archive Space. Review the retention date shown before confirming. Neither person can add content after archiving. If no one continues paying, the space will be permanently cleared when its retention period ends. See our Privacy for details.
How do I delete my account?
Go to Me → Delete Account in the app. You have 30 days to sign in the same way and restore your account. After that, your personal information is permanently deleted. Restoring an account does not reactivate every historical space; shared content remains subject to each space’s retention period. See our Privacy for details.