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 → Full Reset — 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. Removal applies to the active public listing; copies already cached or shared elsewhere may still exist.
Common issues
The model isn't responding — what do I do?
Check your API key in Settings → Connection. 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 → Connection for your API key, or Settings → Models for the model dropdown. Paste your new OpenRouter key and save. The model selector updates automatically.
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.