Support

1. Contact us

The fastest way to reach us is email: hello@storyboat.app. To help us sort it out on the first reply, please tell us:

• the email address you use to sign in to Storyboat;
• the device and app you were using (iPhone, iPad, Android, or the website);
• the story or screen where the problem happened, and what you expected instead.

Storyboat is made by Windward Stories (more about us). Support is offered in English, and we aim to reply within 2 business days.

2. Stories and playback

A story will not start, or the narration is silent. Check that your device is not on silent or muted, and that the volume is up. If the story still will not play, close the app fully and reopen it, then try again. Playback needs an internet connection, since the illustrations and narration stream from our servers.

Playback stalls or the pictures load slowly. This is almost always a slow or unstable connection. Try switching between Wi-Fi and mobile data. Stories resume from where you left off.

A story is locked. Some stories are free and the rest are part of the premium library. Locked stories open as soon as you subscribe, or once you sign in with the account that already has a subscription.

The app asks you to update. Install the latest version from the App Store or Google Play. We occasionally require an update when an older version can no longer talk to our servers.

3. Subscriptions and billing

A subscription unlocks the premium library on every device where you sign in with the same account, no matter where you bought it.

You subscribed but the stories are still locked. First make sure you are signed in with the same account you used to buy. On iPhone or iPad, tap Restore purchases on the subscription screen. If it still has not unlocked, email us and we will fix it from our side.

Cancelling, renewals, and refunds are covered in detail on our Refund & Cancellation Policy page, including how to cancel on the App Store, Google Play, and the web. In short: a subscription you cancel keeps working until the end of the period you already paid for. Purchases made on the App Store are refunded by Apple at reportaproblem.apple.com.

4. Your account

You cannot sign in. Storyboat signs you in with your Google account, or with Apple in the iOS app. Use the same button you signed up with rather than a password: Google and Apple are separate accounts unless they share an email address, so signing in the other way can land you on an empty library. If you used Sign in with Apple and chose Hide My Email, that account is separate from any Google one, and your subscription stays with whichever account bought it. Write to us if you end up on the wrong one and we will merge them.

You want to delete your account. You can do it yourself, straight away: open Settings in the app and tap Delete account, or use Delete account on your account page on the web. See Delete Your Account for what gets deleted and what we are required to keep. If you have a paid subscription, cancel it first so you are not charged again.

You want to know what data we hold. Our Privacy Policy explains what we collect and why, and how to ask for a copy of it.

5. Content and safety

Storyboat stories are written and illustrated for children, and every story is reviewed before it is published. If something in a story seems wrong, unsafe, or not age appropriate, please tell us: email hello@storyboat.app with the story title and what you saw. We take these seriously and act on them quickly.

6. More help

If none of the above solves it, email hello@storyboat.app and a real person will get back to you. There is no question too small.