How can we help?
Find a quick answer below, or email our team and we’ll get back to you.
Email support
Write to contact@heartbit.biz. Include the email address you sign in with, and the gateway name if your question is about a phone.
Popular topics
Gateways and messages
My phone won’t connect
Make sure the phone is connected to Wi-Fi or mobile data. Then create a new connection code in your dashboard under Setup Guide and scan it again.
Each code works only once and expires after an hour, so an old code won’t work.
My gateway keeps going offline
Android is most likely pausing the app to save battery. In Android settings, set battery use for heartbit to Unrestricted and keep the phone on a charger.
On Samsung, Xiaomi, Huawei and OPPO phones there’s also a separate background-app setting that needs to allow heartbit.
A message says “Not delivered”
First check that the gateway shows as online. If it is, check the SIM card: it may be out of credit, have no signal, or the carrier may be blocking that destination.
Texts arrive on the phone but not in my inbox
Check that you’re signed in to the account the phone is connected to. If you are, ask an admin on your account to give you access to messages under Users.
I connected a phone to the wrong account
Archive the gateway, then connect the phone again using a code created in the correct account. Earlier conversations stay with the account that received them.
How do I stop sending bulk messages to someone?
If they reply STOP, they’re removed automatically. You can also add a number to your opt-out list, or add your own opt-out words, under Broadcasts.
Billing
How do I update my card?
Go to Settings → Billing and choose Replace next to your card.
My account is paused. How do I restore it?
Go to Settings → Billing. If a payment failed, update your card and pay the overdue balance. If your subscription ended, add a card and choose Reactivate.
Service comes back as soon as the payment goes through.
Where can I download invoices and receipts?
In Settings → Billing, choose Invoices and billing history.
How do I cancel?
In Settings → Billing, open Invoices and billing history and cancel your subscription. Your account keeps working until the end of the month you’ve paid for. More about cancelling.
Account and security
I forgot my password
On the sign-in page, choose Forgot password and we’ll email you a reset link.
I lost my authenticator app
Sign in with your password, then choose Lost your authenticator? on the two-factor screen. We’ll email you a link to turn two-factor off so you can set it up again.
You can also ask an admin on your account to reset two-factor for you.
I closed my account by mistake
You have 60 days to restore it. Use the restore link in the email we sent when the account was closed, or contact us.
My webhook isn’t receiving anything
Webhook addresses must be public https URLs. Check the endpoint on the API page in your dashboard, which shows the latest error and whether it was paused after repeated failures. Webhook docs.
Still need help?
Our team is happy to help with setup, billing or anything else.