Support
Questions, problems or feedback? We’re here to help.
Contact us
Fastest: use Contact support in the app (Android: Settings → About → Contact support; web: Settings → Contact support). Your request is linked to your account, you get a reference code (like RP-7K3Q9X), and you can see its status in the app. We reply by email.
Can’t sign in? Email support@realitypal.ai. Tell us your username and the device you use (Android or web), and what happened. We usually reply within 2 business days.
Privacy questions or data requests: support@realitypal.ai.
We’ll never ask for your password.
Common questions
Report a reply
Pals are AI, and AI can get things wrong. If a reply is offensive, harmful, inappropriate or simply wrong, please report it. Our team reviews every report.
- Android: long-press the message, choose Report, pick a reason, add details if you like, and tap Report.
- Web: open the message’s options menu (··· next to the reply, or right-click it), choose Report message, pick a reason and click Report.
If you or someone else is in danger, contact your local emergency services or a crisis line. RealityPal isn’t an emergency service.
Subscriptions and billing
- Plans are bought in the Android app through Google Play. The web app offers the Free plan, and a plan you bought on Android works there when you sign in with the same account.
- To cancel or change a plan: Google Play → Payments & subscriptions → Subscriptions, or Manage subscription in the app’s Plans screen.
- Refunds are handled by Google Play under Google Play’s refund policy: request one from your Google Play order history.
- Hit a limit? See plans and fair use for how daily and monthly allowances work.
Account help
- Forgot your password? Use Forgot password on the sign-in screen. We’ll email you a code.
- Two-step sign-in: Android Settings → Security → Two-step sign-in; web Settings → Security → Manage security. Google accounts use Google’s own 2-Step Verification.
- Account suspended or banned? We suspend or ban accounts that break our Terms of Service. To appeal a suspension, use Contact support in the app (it still works while you’re suspended). If you’re banned and can’t sign in, email support@realitypal.ai with your username. You can still delete your account (see below), and a suspension or ban doesn’t cancel a Google Play subscription: cancel it in Google Play.
- Delete one conversation: delete it from your chat list. It disappears at once, and its messages, photos and voice replies are removed shortly after.
Delete your account and data
You can delete your RealityPal account, and everything stored with it, at any time. You can do it in the Android app, in the web app, or by email if you no longer have the app. You don’t need to reinstall anything.
In the Android app
- Open RealityPal and sign in.
- On the Chats screen, tap the Settings (gear) icon.
- Scroll to the bottom and tap Delete account, below Sign out.
- Read the notice and tap Delete to confirm.
In the web app
- Sign in at https://dev.realitypal.ai with the same account.
- Open Settings from the top bar (or from the account menu at the top right).
- Under Account actions, click Delete account.
- Type DELETE in the box and click Delete.
Without the app
Email support@realitypal.ai from the email address on your account, with the subject “Delete my RealityPal account” and your username. We’ll verify that the request comes from the account owner, then delete the account and its data within 30 days. We’ll never ask for your password.
What gets deleted
- Your sign-in account (username, email, password or Google link) and your profile.
- All your conversations and messages, including Hermes and OpenClaw task results, reminders and routine messages.
- Photos and camera-clip frames you sent, and your Pal’s voice replies.
- Reminders, routines and routine history, and your notification settings.
- Content reports, usage counters, subscription records and purchase tokens, and your push token.
- On Android, face-recognition data on your phone (it never leaves the device).
How fast it happens
- Immediately: your personal encryption key and your sign-in account are destroyed. From then on your encrypted content (conversations, messages, reminders and routines) can no longer be read by anyone.
- Within minutes, usually: the remaining records and files, including photos, camera-clip frames and voice replies, are removed automatically in the background.
- Backups: deleted data can remain in our encrypted database backups for up to 35 days before it’s overwritten. Your content in those backups is encrypted with your personal key, which is destroyed and never backed up, so it stays unreadable.
- What we may keep: only minimal transaction records we must keep for tax and accounting, for up to 7 years. Google keeps its own purchase records under its policies.
- Banned accounts: if we banned the account for breaking our Terms, we keep a one-way, keyed hash of its email address (not the address itself) so it can’t be used to sign up again (see the Privacy Policy).
Cancel your subscription separately
Deleting your account does not cancel a Google Play subscription. To stop future charges, cancel it in Google Play: Google Play → Payments & subscriptions → Subscriptions → RealityPal → Cancel, or open play.google.com/store/account/subscriptions.