Support
Contact & Escalation
Email is the primary support channel. Response times vary — typically within a few days. For urgent safety issues, mark the subject line clearly.
Email support
For issues that need a human — account matters, billing, complex bugs, or anything the AI assistant couldn't resolve:
Safety & reporting
To report harmful content, policy violations, or safety concerns — use the dedicated reporting form. Reports go directly to the team.
You can also report directly from within the app — go to Settings → Safety & Reporting.
Data deletion requests
Ensoul stores data locally on your device. To delete it yourself: Settings → Reset App — this clears all conversations, memories, companions, and settings permanently.
For Being Index data (published companion templates), contact support@ensoul.so with the subject "Being deletion request" and the companion name or hash.
Common issues
The model isn't responding — what do I do?
Check your API key in Settings. Make sure your OpenRouter account has a credit balance above $0.
I lost my conversations after reinstalling.
Conversations are stored locally. Reinstalling or clearing browser data without a backup will delete them permanently. For the future: Settings → Backup & Restore → Export.
The companion isn't remembering things I told them.
Check that Incognito Mode is off (chat header). Check Settings → Memory Manager to see existing memories. Memory is sparse by design — the AI stores at most one thing per response.
The microphone isn't working.
Check that your browser or app has microphone permission — a prompt appears on first use. Allow it and try again. No API key or setup is required.
How do I change my API key or model?
Open Settings → API Key. Paste your new OpenRouter key and save. The model selector updates automatically. To change models, use the model dropdown in Settings → Model.
macOS says the app is from an unidentified developer.
In beta, the app isn't notarized by Apple. To open: right-click Ensoul in Applications → Open → Open (confirm in the dialog). You only need to do this once.