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Find answers to common questions or get in touch with our support team.
Frequently Asked Questions
What are Gems and how do I get them?
Gems are the virtual currency used to power your AI conversations. Each message you send consumes a certain number of Gems depending on the AI model you're using. You can purchase Gems through in-app purchases, and new users receive 100 free Gems to get started.
Why do different AI models cost different amounts?
Different AI models have varying capabilities and operating costs. More advanced models like GPT-4o and Claude Sonnet cost more Gems because they provide higher quality responses, while faster models like Gemini Flash and GPT-4o Mini are more economical.
How do I create my own AI character?
Tap the "+" button in the app to access the character creation screen. You can customize your character's name, personality description (system prompt), greeting message, avatar, and choose which AI model powers their responses.
Can I get a refund for my Gems purchase?
Gem purchases are processed through Apple and are generally non-refundable. However, if you experience technical issues preventing you from using purchased Gems, please contact Apple Support or reach out to us and we'll help resolve the issue.
Is my chat history private?
Yes, your conversations are private and encrypted. We do not share your chat content with third parties except for processing by AI providers to generate responses. We do not use your conversations to train AI models.
What happens if the AI generates inappropriate content?
While we work to ensure safe and appropriate responses, AI can occasionally produce unexpected content. If you encounter problematic responses, please report them through the app's feedback feature or contact us directly.
How do I delete my account?
To delete your account and all associated data, go to Profile → Settings → Delete Account. Alternatively, you can email us at privacy@hiye.chat with your request. Note that account deletion is permanent and any remaining Gems will be forfeited.
Why did my message fail to send?
Messages may fail due to insufficient Gems, network issues, or temporary AI service disruptions. If you're charged Gems but don't receive a response, the Gems are automatically refunded. Try checking your connection and Gems balance, then retry.
Still need help?
Our support team is here to assist you. We typically respond within 24 hours.
App Version: 1.0.0 • iOS 17.0+