Support

Contact us

Hearth is supported directly by the team that builds it. There is no ticket maze — email us and a person reads it.

Typical response time is one business day. Service-affecting incidents are picked up as soon as we see them.

Something is broken

If guest messages are not sending or arriving, tell us straight away and include:

• The property name.
• The channel affected (SMS, WhatsApp, email, web chat, voice).
• Roughly when it started, and whether it affects every conversation or one.
• A screenshot of the conversation, if you have one.

Hearth is built to degrade gracefully — if one channel or connector fails, the rest keeps working — so please say what still works as well as what does not. It narrows the cause quickly.

Hearth for iOS

The iOS app is the Hearth console in native form. Sign in with the same work email you use on the web; your properties, permissions and conversations are the same.

• Requirements: iPhone running iOS 17 or later.
• Who can sign in: staff of a hotel that already uses Hearth. The app does not create new hotel accounts — book a demo to get set up.
• Something looks out of date: pull down to refresh the list you are looking at.

Trouble signing in

Hearth uses a one-time code sent to your work email rather than a password.

• Codes expire after 10 minutes and can be used once.
• Requesting a new code invalidates the previous one — always use the newest email.
• Check spam, and that your mail system is not delaying our message.
• If your account was deactivated, no code will arrive. Ask your hotel's Hearth owner or manager to reactivate you.
• Still stuck? Email support@symphia.ai from the address you are trying to use.

Notifications

Hearth notifies you about new guest messages and escalations that need a human. If they stop arriving:

• Check iOS Settings → Notifications → Hearth and confirm Allow Notifications is on.
• Sign out and back in — this re-registers the device.
• Notifications go to every signed-in device for your account; a colleague answering first will clear the badge.

Dictation

The microphone button in the composer turns speech into text so you can reply hands-free. If it fails:

• Grant permission in iOS Settings → Hearth for both Microphone and Speech Recognition — dictation needs both.
• Dictation is unavailable if Siri & Dictation are restricted by Screen Time or a device-management profile.
• Hearth never stores your dictation audio. See the Privacy Policy.

Delete your account

You can have your Hearth staff account and its personal data deleted.

• Fastest: ask your hotel's Hearth owner or manager to deactivate you in Team. Access is revoked immediately.
• Full deletion: email support@symphia.ai from your work address with the subject "Delete my account". We confirm within one business day and delete your staff record and personal data.

Export your data

Your guest profiles, conversations and consent records are yours, and you can export them in full at any time — including if you leave. Owners and managers can export from the console; for a complete account-level export, email us and we will provide it.

Privacy requests

Access, correction, deletion and portability requests go to support@symphia.ai. The Privacy Policy explains what we hold and why.

Are you a hotel guest?

If you received a message from a hotel using Hearth and want to reach a person, the fastest route is to reply to that message — it goes straight to the hotel's front desk.

• To stop receiving messages, reply STOP. Opt-outs take effect immediately across automated messages and campaigns.
• To correct or delete your details, contact the hotel directly — your record is theirs, and they can amend it in Hearth. See If you are a hotel guest.