We read every message.
Email beyondstories@ziembaapps.com. We aim to reply within a few working days.
It helps to include: the email address on the account, whether you are on the web, an iPhone or an Android device, roughly when the problem happened, and what you saw.
Purchases are confirmed by the store or by Stripe rather than by the app, so a slow confirmation can leave a short gap. Close and reopen the app first. If the stars are still missing after about fifteen minutes, email us with the store receipt — the order id from Apple, Google or Stripe — and we will reconcile it.
Purchases made in the iPhone or Android app are handled by Apple and Google, and only they can refund them: use Report a Problem in your App Store account, or the order history in Google Play. Purchases made on the web go through Stripe — email us and we will deal with it. Your statutory consumer rights always apply.
Open the app, sign in, open the account menu, and choose to delete the account. This permanently removes the saved stories, the star balance and the sign-in itself. It cannot be undone, and any remaining stars are lost. If you cannot reach the menu, email us from the account's email address and we will do it for you.
Browsers block sound until someone taps the page, so on the web the first tap starts the narration. Otherwise check the device is not on silent, check the volume, and check the sound settings inside the app. On iPhone the physical silent switch mutes app audio.
Each picture and line is prepared a turn ahead, so a slow network shows a placeholder briefly. If it stays stuck for more than about fifteen seconds, close and reopen the app; the story resumes where it stopped. Tell us the world and roughly when it happened and we can look at the logs.
Every purchase sits behind a question a young child should not be able to answer. For a stronger guarantee, use the device controls too: Screen Time → Content & Privacy Restrictions on iPhone, or Play Store → Settings → Authentication on Android.
Stories are generated automatically and filtered before anything is shown or read aloud, but if something still reaches your child that should not have, please tell us the world and roughly when it happened. Those reports are how the filters improve, and we take them seriously.
To ask what data is held, to correct it, or to have it deleted, email us from the account's email address. See the Privacy Policy for the detail.