Support
Help with Loopi
Need help with the Loopi app? This page says how to reach us, what to tell us so we can help, how to delete your account, and how purchases and refunds work.
Who we are
Loopi is made by Vellumray LLC, a company registered in New York, United States. When this page says “we”, it means Vellumray.
Loopi is an app where you match and chat with characters. Every character is an AI, not a real person. Loopi is for adults only: you must be 18 or older to use it.
How to reach us
- support@vellumray.com
- When we reply
- Within a few days
- Postal address
- Vellumray LLC, 418 Broadway, Suite # 5954, Albany, NY 12207
- Phone
- (516) 895-5869
We answer email fastest; the phone takes messages.
What to include
These details help us find the problem quickly:
- your phone model and its software version (iPhone: Settings, General, About. Android: Settings, About phone);
- which screen you were on, and what you tapped;
- what you expected to happen, and what happened instead;
- a screenshot, if you have one.
Never send us a password. We do not need one to help you.
Delete your account
You can delete your account in the app:
- Open the You tab. For some people it is called Profile.
- Open Account & data.
- Tap Delete account, then tap Delete account again to confirm.
This deletes your account details, matches, conversations, character memories and uploaded photos, and signs you out. It cannot be undone. Some records are kept, as explained in our privacy policy.
Deleting your account does not cancel Loopi Premium. To stop paying, cancel it where you bought it, as described under Purchases and refunds.
Without the app
You can also ask us to delete your account by email, without reinstalling Loopi. Email support@vellumray.com from the email address you signed in with, and say you want your Loopi account deleted. If you signed in with Apple and chose to hide your email, include the address Apple shows for Loopi in your Sign in with Apple settings.
We delete the same things the app does, within 31 days, and reply when it is done. If you used Loopi before signing in was required and never signed in, there is no email address to match: sign in first, then delete in the app.
Start over without deleting your account
If Start over is available in Account & data, it clears your current matches, conversations and what the characters remember about you. It keeps your account, profile, uploaded profile photo, Gems and Premium. You cannot get your old matches and conversations back.
Purchases and refunds
Everything you buy in Loopi is paid through the App Store on iPhone, or Google Play on Android. We never see your card or bank details.
Refunds are handled by Apple or Google, not by us.
- iPhone: go to reportaproblem.apple.com and sign in with your Apple ID.
- Android: go to play.google.com, click your profile picture, then Payments & subscriptions, then Budget & order history. Find the order and click Report a problem.
Gems are not refundable, except where the App Store, Google Play or the law requires a refund.
To cancel Loopi Premium:
- iPhone: open Settings, tap your name, then tap Subscriptions.
- Android: open play.google.com/store/account/subscriptions, choose Loopi, then tap Cancel subscription.
Cancelling stops the next renewal, and you keep Premium until the end of the period you have paid for.
Privacy and terms
Our privacy policy explains what Loopi collects about you, why, and who receives it. Our terms of use are the rules for using Loopi.