Heart&Soul is operated by Lisa Reiley under the Heart&Soul Press brand, from Austin, Texas, United States.
support@heartnsoulpress.com
Email is our customer support channel. Messages are reviewed by Heart&Soul support, and we aim to reply within three business days.
If you are writing about a problem, it helps to tell us your iPhone model, your iOS version, and what happened just before it went wrong.
You do not need to send us your journal entries, recordings or a backup file to get help. A description is almost always enough. If a screenshot really is the quickest way to show us something, please crop out anything personal we do not need to see. Our Privacy Policy explains what we receive when you email us and how long we keep it.
Restore Purchases: Reinstalled the app, or moved to a new iPhone? Open Profile → Premium and tap Restore Purchases, signed in with the same Apple Account you bought with. This restores your subscription. It does not restore your journal, recordings or progress — those come from a backup you exported.
Managing or cancelling: Go to Settings → your name → Subscriptions, or use the Manage Subscription link in the app. Cancelling stops future renewals and you keep access until the end of the period you have paid for.
Refunds: Apple processes all App Store payments, so refunds are requested from Apple at reportaproblem.apple.com. We cannot issue them ourselves. If your local law gives you a cancellation or refund right, that still applies — write to us and we will help you pursue it.
If your subscription ends: Everything you created stays on your device. Your journal, recordings, custom affirmations, favourites and progress are untouched; only the Premium library we supply locks again until you resubscribe.
Something unlocked that shouldn't be, or locked that should not be? Try Restore Purchases first, then email us with the approximate date of purchase.
Where your data lives. Journal entries, recordings, favourites, progress and settings are stored on your iPhone. We have no copy.
Exporting a backup: Profile → Data & Backup → Export Backup. iOS asks where to put the file.
⚠️ Exported backups are not encrypted. Anyone who opens the file can read your journal entries and play your recordings.
Looking after backups: There are risks in both directions, so here is the balance we would suggest:
- Keeping unnecessary plaintext copies is a privacy risk — each file is a complete, readable copy of your journal and your voice.
- Deleting every previous copy is a recovery risk — a newer file might be incomplete, or saved somewhere other than you intended.
- Keep only the backups you genuinely need, and store them somewhere private.
- Before securely deleting an older backup, confirm the newer file is actually in the place you meant to put it, and that its size looks about right.
- Remove obsolete copies from email, shared folders, and your device's Recently Deleted.
⚠️ Importing replaces everything currently in the app with the backup's contents. You are shown what the backup contains before anything changes, and if an import fails your existing data is put back. It cannot be undone once it completes.
Because import is a replacement, please do not import a backup just to check it is good — you would be overwriting your current data to test a file.
Lost data: If your iPhone was reset or replaced, or the app was deleted, here is the honest position:
- We cannot retrieve it. Heart&Soul holds no server copy of your content, so there is nothing for us to send you.
- Apple Support cannot pull an individual Heart&Soul entry or recording out for you either — that is not something the App Store or Apple Support can reach into.
- A backup of your iPhone that you already made may restore it. If you have an iCloud backup or a computer backup from before the loss, restoring the whole device can bring the app's data back with it. That is the most likely route, and it is worth trying first.
We know how much this can hurt. Exporting a backup from time to time is the best protection.
Delete versus offload: If you want to remove Heart&Soul but keep your data for later, use Offload App — iOS keeps the data. Delete App removes the data too.
Microphone — needed to record affirmations. Settings → Privacy & Security → Microphone.
Speech Recognition — used to turn a recording into text, which is what gives a custom affirmation its wording. Apple may process the audio on its servers to do this. If you decline it, recording features that depend on a transcript will not work. Settings → Privacy & Security → Speech Recognition.
Notifications — for reminders you have chosen. These are scheduled locally on your iPhone. Turn them off in the app or in Settings → Notifications.
If a permission prompt never appeared, or you tapped "Don't Allow" and changed your mind, iOS Settings is the place to fix it.
Sound won't play. Check the silent switch and the volume. If another app is playing audio, pause it and try again.
Playback stops when the screen locks. Heart&Soul is built to keep playing with the screen off. If it stops, try force-quitting and reopening the app, then tell us what you were playing.
Lock screen controls. Sleep sessions and stories appear on the lock screen with play and pause. If the controls do not appear, force-quit the app, reopen it, and start playback again.
Heart&Soul offers meditation, breathing, affirmations and sleep support. It is not medical care, therapy, or an emergency service, and it cannot tell when someone is struggling.
If you are in crisis or need urgent help, please contact your local emergency services. In the United States you can call or text 988 to reach the Suicide & Crisis Lifeline. Please reach a person who can help.
Lisa Reiley
Heart&Soul Press
1510 W. North Loop Blvd., Suite 821
Austin, TX 78756
United States
Support is provided by email. Please write to support@heartnsoulpress.com rather than posting, so we can help you quickly.