HeartEase Support

Latest update: May 7, 2026

Welcome to HeartEase. This page provides setup guidance, frequently asked questions, subscription help, troubleshooting steps, and official contact information for users outside mainland China, including in the United States.

1. Frequently Asked Questions

Do I need to create an account?

No. HeartEase does not require account registration or login for core features. Your wellness records are stored on your device.

Does fingertip rhythm require the internet?

No. Fingertip rhythm capture and signal processing run on your device. The App may use the internet to load legal pages, support pages, subscription products, purchase, restore, or verify membership status.

How does fingertip rhythm work?

Place your fingertip gently over the rear camera and flashlight. The App analyzes light-signal changes on your device to estimate reference values such as cadence. Video frames are not saved to Photos, not written as video files, and not uploaded by this feature.

Can I use the results as medical advice?

No. HeartEase is not a medical device. Results are for personal wellness reference only and cannot replace professional medical advice, diagnosis, or treatment. If you feel unwell or have health concerns, contact a qualified healthcare professional. In an emergency, contact local emergency services.

Can I recover data after deleting the App or changing phones?

The current version does not provide cloud backup or cross-device sync for local wellness records. If you delete the App or replace your device without a backup, local records may not be recoverable.

How do I enable camera permission again?

Open iOS Settings, find HeartEase, and enable Camera. Then return to the App and try the fingertip rhythm feature again.

2. Membership and Subscription Help

What does membership include?

Membership may unlock premium reference features such as premium trends, longer archives, and additional rhythm references. Available benefits may vary by version and product configuration.

What subscription options are available?

The App may offer weekly and yearly auto-renewable subscriptions. The exact price, period, tax, renewal date, and subscription terms are shown in the App Store purchase sheet before you confirm purchase.

How am I charged?

Payment is charged to your Apple ID at confirmation of purchase. Subscriptions automatically renew unless canceled at least 24 hours before the current period ends. Apple may charge renewal within 24 hours before the end of the current period.

How do I cancel a subscription?

Open iOS Settings, tap your Apple ID, choose Subscriptions, select HeartEase, and cancel the active plan. Deleting the App does not cancel a subscription.

How do I restore a purchase?

Open the membership page in the App and tap Restore. Make sure you are signed in with the same Apple ID used for the original purchase.

I paid but membership is not active. What should I do?

First, make sure your network is available, then tap Restore on the membership page. If the issue continues, restart the App and check your Apple subscription status in iOS Settings. If you still need help, contact us with the details listed in Section 4.

3. Troubleshooting

• Weak fingertip signal: fully cover the rear camera and flashlight with your fingertip, keep your hand steady, and avoid pressing too hard.
• Result shows "--" or signal is insufficient: try again with warm hands, stable posture, and gentle contact with the lens and flashlight.
• Flashlight does not turn on: make sure the flashlight is not blocked or being used by another app, then restart HeartEase.
• Subscription products do not load: check your network, App Store availability, Apple ID status, and try again later.
• Restore fails: confirm you are using the same Apple ID, then retry with a stable network.
• App closes unexpectedly: restart the App, update to the latest version, and restart your device if needed.

4. Contact Us

For support, email us at qianshu41@gmail.com.

To help us respond efficiently, please include:

1. Your device model, such as iPhone 14 Pro.
2. Your iOS version, such as iOS 17.4.
3. Your HeartEase app version, shown in the App settings page.
4. A description of the issue and the steps to reproduce it.
5. For subscription issues, the product type shown in the App, the purchase or renewal date, and whether Apple shows the subscription as active. Do not send full payment card information.
6. Screenshots or screen recordings if they help explain the issue.

5. Safety Notice

HeartEase provides wellness reference information only. It is not designed for emergency use, disease monitoring, diagnosis, treatment, or clinical decisions. For urgent symptoms or emergencies, seek professional medical help or contact local emergency services.

6. App Information

• App name: HeartEase
• Developer: PivotNet Technology Co., Ltd.
• Support email: qianshu41@gmail.com
• Latest update: May 7, 2026