Contact & Support

Getting help

General support, feature questions, or anything else: support@ensoul.so.

Two things make a reply much faster. First, check Troubleshooting — most issues are a key, a credit balance, or a dropped connection, and that page covers all of them with the specific fix. Second, include the exact error text. Ensoul relays the provider's own message rather than a generic failure, so the wording usually identifies the cause on its own.

A useful report says:

• What you did, and what you expected to happen.
• The exact wording of any error.
• Your platform — web, macOS, Windows or Android.
• The model you were using, if the problem involved replies or images.

Reporting something unsafe

Content problems — generated content that shouldn't have been produced, a public entry that shouldn't be there, or anything else that concerns you — go through the Safety & Reporting page, which has a form as well as the address.

For urgent safety matters, email support@ensoul.so with URGENT in the subject line rather than using the form. If you believe someone is in immediate danger, contact your local emergency services first.

Any content involving the sexual exploitation of minors is prohibited without exception, on any surface and under any framing. Reports in that category are treated with the highest priority and referred to the appropriate authorities.

Age requirement

Ensoul is for people aged 18 and over. See the Terms of Service and Privacy Policy for the full terms.

Deleting your data

Everything Ensoul stores is on your device, so deleting it is something you do rather than something you ask for. There's no server-side copy of your conversations, companions or memories for us to remove.

The blunt instrument is Settings → Data → Erase everything, which clears every companion, conversation, memory and saved moment on that device after a confirmation. To remove a single companion instead, use "···" → Delete in their conversation.

• Web: clear the site's data in your browser settings, or use Erase everything first if you want to keep other sites' data intact.
• Desktop: uninstall the app, and delete any backup files you saved — a backup contains everything, so it's the copy people forget.
• Android: uninstall the app, or use Settings → Data → Erase everything to wipe it without removing the app.

Support emails are the exception to all of this: if you've emailed us, that message is stored in our mail system. The Privacy Policy describes how long it's kept and how to have it removed.