Support
We're here to help.
Questions about your ads, your account or your plan? Email support@soulwidth.com and someone from our team will get back to you, usually within one business day.
Get help
Three ways to reach us.
support@soulwidth.com
For help with the app, your ads, billing or your account. We reply within one business day, Monday to Friday.
Book a 15-minute call
For questions about which plan fits, or anything easier said than typed. Pick a time.
Mon–Fri, 9am–5pm AEST
Melbourne, Victoria, Australia. We work with businesses across Australia, all remotely unless we arrange to meet.
Soulwidth AI · the app
Quick answers.
How do I sign in?
Go to ai.soulwidth.com (or open the Soulwidth AI app) and enter the email on your account. We email you a 6-digit code and a sign-in link — use either. Both work once and expire in 30 minutes.
I didn't get the sign-in email.
Check your spam or promotions folder for an email from hello@soulwidth.com. Wait a minute before asking for another — we send at most one a minute. Still nothing? Email support@soulwidth.com from the address on your account.
The voice note button doesn't work.
Your browser or phone needs permission to use the microphone. Allow it when asked, or turn it on in your browser or iPhone settings for Soulwidth AI. You can always type your brief instead.
How do I ask for changes to my ads?
On Managed, tap Ask for changes when your ads arrive and type or record what you'd like different. On Self-serve, edit the words directly, pick a different photo, or try a fresh version, then make the ads again before approving.
Why do I need to connect my accounts?
Your ad spend is included, so ads run from Soulwidth's ad accounts — but they show under your own Facebook Page, Instagram, YouTube channel or LinkedIn Page. Each platform needs your permission once. The step-by-step checklist is under Connect your accounts in your account.
How do I change plan, update my card or cancel?
Sign in at ai.soulwidth.com on the web and choose Billing & plan. You can switch between Self-serve and Managed, update your card or cancel. Cancelling takes effect at the end of your current billing period.
How do I delete my account?
In your account, open Your account → Delete my account and type DELETE to confirm. This cancels your subscription and permanently deletes your briefs, photos, voice notes and ads. You can also email support@soulwidth.com and we'll do it for you.
Can I turn notifications off?
Yes. In the iPhone app, go to Settings → Notifications → Soulwidth AI. We only notify you when your ads are ready, when we need a change, when they go live and when your report is in.
Refunds & cancellations
Fair and simple.
Soulwidth plans — Self-serve, Managed and Growth Partner (monthly)
Billed monthly with no lock-in and no setup fee. Cancel any time from Billing & plan; cancellation takes effect at the end of the current billing period, and no partial refunds are given for that period.
Your monthly ad budget is billed with your plan and spent in full on your ads during that month, with no markup; your report shows where it went. Change it any month in the app (it applies from your next bill). If you cancel, any ad budget not yet spent in the current month keeps running your ads until the period ends.
First-month results promise
If your Soulwidth ads bring you no enquiries in your first full calendar month, your second month's Soulwidth plan fee is free. An enquiry is a call, message, lead form, booking or order that came from your ads, as shown on your Results page. The promise applies when: your ads ran for that whole month at or above your plan's minimum ad budget; you approved each week's ads within 3 days of them being ready; your link, phone number and messages were working; and you kept your plan active into the second month. The ad budget is spent on your ads, so it isn't refunded. The promise applies once per business, to new customers from October 2026. Your Soulwidth ad expert checks every new client's first month and applies it for you, or you can email support@soulwidth.com within 14 days of the month ending.
How to cancel
In the app: Billing & plan on the web, or email support@soulwidth.com and we'll confirm within one business day.
Your consumer rights
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law, including remedies for services not delivered with due care and skill. If something isn't right, please contact us first — we'd always rather make it right.
Privacy policy · updated October 2026
Your information, handled with care.
What we collect
- Your name, email address, business name and area
- What you give us to make your ads: briefs, voice notes, photos and notes
- The ads we make for you, your approvals and your reports
- If you use the iPhone app and allow notifications, a device token so we can notify you
- Payment details, handled by Stripe — we never see or store your card number
How we use it
Only to deliver the services you've signed up for: making, checking, posting and reporting on your ads and content, and contacting you about them. We don't sell, rent or share your information for marketing.
Who helps us
- Stripe — payments
- Netlify — hosting the website and app, and storing your files
- Resend — sending emails such as sign-in codes and reports
- Anthropic (Claude) — drafting ad copy and checking claims from your brief
- Apple — delivering notifications to the iPhone app
- Meta, Google (including YouTube), TikTok and the other platforms you choose — running your ads under your name
- Google Analytics & Tag Manager — anonymous website usage (not used inside the app)
- Cal.com — booking calls
Cookies
soulwidth.com uses Google Analytics cookies to understand how people use the site. Signing in to Soulwidth AI uses one essential cookie to keep you signed in. You can turn off non-essential cookies in your browser.
Keeping and deleting your data
We keep your information while your account is active. You can delete your Soulwidth AI account and everything in it at any time from Your account → Delete my account, or by emailing support@soulwidth.com.
Your rights
Under the Australian Privacy Principles you can access, correct or ask us to delete the personal information we hold about you. Email support@soulwidth.com.
Terms of use · updated October 2026
The fine print, kept short.
Acceptance
By using soulwidth.com, ai.soulwidth.com or the Soulwidth AI app, or by buying a Soulwidth service, you agree to these terms.
Services
Soulwidth AI turns your briefs into image and video ads, approved by a Soulwidth ad expert and by you, and posted from Soulwidth's ad accounts under your business name. Your ad budget is billed with your plan and spent in full on your ads, with no markup. What each plan includes is described on our Pricing page.
Your content and your ads
You confirm you have the right to use the photos, recordings and information you give us, and that the offers, prices and claims you ask us to advertise are true. You approve every ad before it goes live. Ads must follow each platform's advertising policies; we may decline to publish anything that doesn't.
Intellectual property
Content we create for you becomes yours once paid for. We may show completed work in our portfolio unless you ask us not to.
Results
We work hard to make your ads perform, but reach, clicks and enquiries depend on many things outside our control, so we can't guarantee specific results.
Limitation of liability
To the extent the law allows, Soulwidth isn't liable for indirect or consequential loss, and our total liability is limited to the amount you paid for the service concerned. This doesn't limit your rights under the Australian Consumer Law.
Governing law
These terms are governed by the laws of Victoria, Australia.
Changes
We may update these terms. We'll email active customers about material changes. Questions? Email support@soulwidth.com.
Start this week
Filling the bandwidth with soulful ad content.
Two minutes of talking. A new ad every week in three versions, approved by a Soulwidth ad expert.
The soul bandwidth between you and your audience.