Support
A question before you buy, or something not working? Email us and include the details below.
Contact
Email support@heapdeck.app. It helps to include:
- your iOS and HeapDeck versions (Settings › About in the app);
- your PostgreSQL version and where it runs: self-hosted, RDS, Cloud SQL, Azure, Supabase;
- the exact error text, or a screenshot with hostnames hidden.
Never send passwords, private keys or connection strings.
Common questions
A screen says “Limited visibility” or shows <insufficient privilege>
Your role can't read other sessions' details. Run this once as a superuser or as your provider's admin role:
GRANT pg_monitor TO your_role;
pg_monitor grants read access to the statistics views and nothing else.
Slow queries says “pg_stat_statements isn't installed”
The extension has to be loaded when the server starts, then created in the database:
- Self-hosted: add
pg_stat_statementstoshared_preload_libraries, restart PostgreSQL, then runCREATE EXTENSION pg_stat_statements;. - Amazon RDS and Cloud SQL: check the parameter group or database flags, then run
CREATE EXTENSION pg_stat_statements;. - Supabase: it is already enabled.
Slow queries explains which case you are in and shows the command to copy.
The SSH tunnel fails with “SSH auth failed”
Version 1.0 accepts a password or an unencrypted Ed25519 private key in OpenSSH format; the key starts with -----BEGIN OPENSSH PRIVATE KEY-----. To make a key just for HeapDeck:
ssh-keygen -t ed25519 -N "" -f heapdeck_ed25519
Add heapdeck_ed25519.pub to ~/.ssh/authorized_keys on the bastion and paste the private key into the connection. RSA, ECDSA and passphrase-protected keys don't work in 1.0.
“This server's certificate changed”
HeapDeck pinned the certificate's fingerprint the first time you connected, and the server now presents a different one. That happens after a certificate is renewed, and it is also what an intercepted connection looks like.
Compare the new fingerprint with your server's, for example with openssl x509 -in server.crt -noout -fingerprint -sha256. Trust it only if they match; otherwise tap “Cancel — don't connect”.
“Local Network access is off”
iOS asks for Local Network permission when a server, bastion or Ollama is on your local network. Turn it on in Settings › HeapDeck › Local Network, then tap Try again. Servers on the internet don't need it.
“HeapDeck is locked” every time I open it
App Lock is on by default. Unlock with Face ID, Touch ID or your passcode. In Settings › Security you can turn off Require Face ID or choose when it locks again: immediately, after 1 or 5 minutes, or never.
How do I restore Pro on a new iPhone?
Open any connection or the demo, tap the gear on Health, then Settings › HeapDeck Pro › Restore Purchases. Restore Purchases is also on the Pro screen itself. Pro follows your Apple ID; Family Sharing is not available for it.
How do I get a refund?
Purchases go through Apple, so refunds do too: request one at reportaproblem.apple.com. If Pro is refunded, the app returns to Free and keeps your connections.