Contact Support
The fastest way to reach us is email. We read every message.
help@entwinedheart.comWe aim to respond within 24 hours, Monday through Friday.
Frequently Asked Questions
Common questions
How do I send a card or postcard?
From your dashboard, tap "Send a card" or "Send a postcard." Pick a design, write your message, add a recipient by email, and tap Send. Your recipient will get an email with a link to view it, and the card will appear in their Entwined Heart vault if they have an account.
What's the difference between Heartfelt and Entwined plans?
Heartfelt ($9.99/mo) is for people who celebrate often — 15 sends per month, AI postcard artwork, scheduling, AI writing nudges, and your contacts. Entwined ($19.99/mo) adds unlimited sends, groups, birthday and anniversary reminders, custom card designs, up to 50 recipients per card, and priority support.
How do I cancel my subscription?
On iPhone or iPad: open the iOS Settings app, tap your Apple ID name at the top, tap Subscriptions, find Entwined Heart, and tap Cancel Subscription. On Android: open the Google Play Store app, tap your profile icon, tap Payments & subscriptions → Subscriptions, find Entwined Heart, and tap Cancel.
I subscribed but the app shows me as Free. What do I do?
Tap the "Restore Purchases" button on the Plans page or in the menu. This re-syncs your subscription from your Apple ID or Google account. If that doesn't work, email help@entwinedheart.com with your Apple ID email or Google account email and we'll fix it manually.
How do I delete my account?
In the app: tap the menu icon → "Delete my account." This permanently removes your account, all cards and postcards you've sent and received, and any contacts you've saved. The action cannot be undone.
I received a card I don't want. How do I block the sender?
Open the card or postcard, scroll to the bottom, and tap "🚫 Block this sender." They will not be able to send you any more cards or postcards through Entwined Heart. They will not be notified that you blocked them.
Can I report harmful or inappropriate content?
Yes. Open the card or postcard, scroll to the bottom, and tap "🚩 Report this card" (or postcard). Tell us what's wrong in the optional reason field. We review all reports within 24 hours and take action — including content removal and account termination — where warranted. You can also email privacy@entwinedheart.com directly.
My AI postcard artwork isn't generating. What's wrong?
Make sure you've entered a location in step 2 of the postcard creator (or a prompt hint), then tap "Generate artwork." If it still doesn't work, you may have used up your monthly limit, or there may be a temporary issue with our AI provider. Try again in a few minutes, or email support.
Why didn't my recipient get the email?
Ask them to check their spam or promotions folder. Email from "noreply@entwinedheart.com" sometimes gets filtered the first time. They can mark it as Not Spam to ensure future cards arrive in their inbox. If the problem persists, email us with the recipient address and we'll investigate.
Is my data private?
Yes. We don't sell your data, ever. Card content is private between you and your recipient. We use third-party services (Anthropic, fal.ai, SendGrid, Stripe, Supabase) only as needed to deliver the app. See our Privacy Policy for full details.
I'm having a bug or the app crashed.
Sorry about that. Please email help@entwinedheart.com with: a description of what you were doing, your device model and OS version, and a screenshot if possible. We'll get back to you within 24 hours.
Billing
Subscription billing
Subscriptions are auto-renewing and managed through your Apple ID (iOS) or Google account (Android). We don't process payments directly — all billing is handled by Apple or Google.
To manage payment methods, view receipts, or cancel:
- iOS: Settings → [Your name] → Subscriptions → Entwined Heart
- Android: Google Play Store → Profile → Payments & subscriptions → Subscriptions → Entwined Heart
For refund requests, contact Apple or Google directly — we cannot issue refunds on their behalf:
- reportaproblem.apple.com for Apple
- Google Play refund policy for Android
Safety & Reporting
Reporting harmful content
Entwined Heart has zero tolerance for objectionable content or abusive behavior. We review every report within 24 hours.
To report content from inside the app, open the card or postcard and tap the Report button. To report something urgently, or to report someone outside of a specific card, email privacy@entwinedheart.com.
For anything safety-critical (threats, harassment, illegal content), we may also refer the matter to law enforcement where appropriate.