How can we help?

Write to support@illuminantinc.com. A real person reads every message, and we aim to reply within a day. Messages about an alert are answered first.

In an emergency, call 911. Hello is not an emergency service, and our support team can’t send help.

Your subscription

• See or change your plan: in the Hello app, open Settings (the gear) › Subscription.
• Cancel: on your iPhone, open Settings › [your name] › Subscriptions › Hello › Cancel Subscription, or tap “Manage subscription” in the Hello app. You keep Hello until the end of the period you’ve paid for.
• Refunds: purchases are made through Apple, so Apple handles refunds at reportaproblem.apple.com.
• Restore on a new phone: sign in with the same Apple account; your family circle and plan are tied to your Hello account, not the phone.

Gifts

• Redeem: in the Hello app, tap Redeem a gift (or Settings › Subscription › Redeem a gift code).
• Buy one: Settings › Subscription › Gift a year of Hello. How gifts work.

Calls

• Change the time or pause calls: Parent tab › Call schedule.
• Stop the calls: Parent tab › Consent & recording › Stop Hello’s calls. Your parent can also ask you, or us, to stop them. Consent and recording.
• Hello couldn’t reach your parent: check the number under Parent tab › Phone & number, and make sure Hello’s number isn’t blocked on their phone. Saving it as a contact named “Hello” helps.

Your data

• Download everything: Settings › Privacy & your data › Export.
• Delete a parent, your family circle or your account: Settings › Privacy & your data. Calls stop right away, you have 30 days to change your mind, and then it’s erased. Privacy Policy.
• Unlink the Parent app: Parent tab › Big-button app for [your parent] › Linked devices.

Report a problem with a call

If Hello said something it shouldn’t have, or missed something it should have noticed, tap the thumbs-down on that call’s summary, or write to us with the date and time. We review every report. Our promises.

About us

Hello is made by Illuminant Inc, 2082 Michelson Dr., Irvine, CA 92612.