We take pride in producing the highest quality applications

In the unlikely event that you encounter a problem with one of our apps, please email support at support@storytoys.com.

Before you do, please check below for answers to some common application support issues.
And thank you for your interest in our apps!

FAQ

Contact

How do I contact your customer support team?

Please email us on support@storytoys.com. We strive to respond to queries as soon as possible. Our team is available between Monday and Friday only.

Is your customer support available over phone or chat?

Our customer support is available via email only.

Issues with restoring your purchase

I am unable to restore the purchase I made. What are some general checks before contacting your Support Team?

While we strive for perfection, sometimes we run into minor trouble. But worry not! Our team here is to assist. Below are some general checks you can do, before you contact us.

Please ensure:

  • You’re signed in with the account used at the time of purchase.
  • You’ve downloaded the app from the same store you made the purchase.
  • You’re not using any parental controls or a child’s restricted profile. For further information please see Android, Apple, Amazon
  • You’re not using Google’s family link to share in-app purchases.
  • If you’re using an Amazon device, ensure you access the in-app purchases through your own adult profile.

I have checked the above and am still unable to restore my purchase, what do I do next?

Please email us explaining the issue with the below details and our team will be in touch:

  • Title of the app.
  • Make, model and OS of the device you’re using (you can find the model and OS information here for Android, iOS and Amazon.)
  • Screenshot of the error message or screen recording of the issue.
  • A copy of the purchase receipt, usually emailed to you by the store.

I bought the app on the App Store, but now have an Android device. Why can't I restore my purchase?

Our apps are built to suit the specific platforms, they are not cross platform compatible.
Each store maintains their own purchase records, they do not share it with each other. Therefore a purchase made on one store will not be recognised on the other.
To restore your purchase you must download the app from the same store it was purchased from and with the same account used at the time of purchase.

I made in-app purchases on the Samsung Galaxy Store, I cannot restore it. What do I do?

Unlike other devices, Samsung Galaxy devices supports both Galaxy Store and Google Play Store. The first thing to do is to ensure you have downloaded the app from Galaxy Store using the same Samsung ID used at the time of purchase.
If you have downloaded the app from Google Play you can simply uninstall it and use the one from Galaxy Store. The store will recognise your purchase – no restore button needed!

Sharing in-app purchases

I made in-app purchases from my account and want to transfer it to my child's account. Is that possible?

Your in-app purchase including subscriptions is linked to the account used at the time of purchase. Unfortunately this cannot be transferred to a different account. Please contact our customer support for further advice, along with a copy of your purchase receipt.

Can I share the in-app purchases with Apple's family sharing?

Yes, most of our apps (released after 2024) are compatible with Apple’s family sharing. Should you have any issues, please email our customer support.

Can I make and share the in-app purchases with Google's family link?

Unfortunately it is not possible to share in-app purchases with Google’s family link. While a family manager can approve and purchase a one-time non-consumable purchase inside the app such as a ‘play pack or an activity pack’, it cannot be shared.
Subscriptions are not supported through Google’s Family payment system. A subscription needs to be tied to a single account as it requires ongoing payments, therefore you cannot use a family payment method.
Please see here for more information – Family Payment method  and Family Library

Can I access the in-app purchases with a child's profile on Amazon?

Unfortunately it is not possible to access in-app purchases on a child’s profile on Amazon.
Amazon blocks in-app purchases for children’s accounts by default and it can only be accessed with an adult profile.

Subscriptions

I saw the option to start a free trial and I did, but I was charged the subscription fee before the end of free trial. Why?

We’re sorry you were charged before the end of your free trial. There may be a few reasons for why this could have happened including but not limited to authorization holds, previous use of free trial, issue with account settings, technical issues and failure to cancel in time. You can find instructions to cancel the subscription in our FAQs below.

How can I cancel a subscription?

Subscriptions are managed by you, the account owner. You can manage or cancel your subscription by following the below steps.
  • If you’re using an iOS device:
  1. Open the Settings app.
  2. Tap your name.
  3. Tap ‘Subscriptions’.
  4. Tap the subscription you want to cancel.
  5. Tap ‘Cancel Subscription’. You may need to scroll down to find the Cancel Subscription button. If there is no Cancel button or you see an expiration message in red text, the subscription has already been cancelled.
  • Click here for more information.

 

  • If you are using an Android device:
  1. Open the Google Play Store app on your device.
  2. At the top right, tap the profile icon.
  3. Tap ‘Payments & subscriptions’, then select ‘Subscriptions’.
  4. Select the subscription you want to cancel.
  5. Tap ‘Cancel subscription’.
  6. Follow the instructions.
  • Click here for more information.

 

  • If you’re using an Amazon device:
  1. Access your Amazon Appstore account: https://www.amazon.com/your-account
  2. Select ‘Your Apps’ under ‘Digital content and devices’.​
  3. Select ‘Your Subscriptions’ under ‘Manage’.
  4. Update your subscription as needed.
  • Click here for more information.
If you need further assistance please email our customer support with a copy of your receipt.

How do I know if I have unsubscribed from the app?

If you do not find the option to ‘unsubscribe’ or ‘cancel subscription’ you have already cancelled your subscription.
If you see ‘expires on’ date, it simply means you have cancelled the subscription and have access to the full app until that date. It will not auto-renew since you have already cancelled it.
To manage, cancel and see the status of your subscription please see –
  • If you’re using an iOS device –
  1. Open the Settings app.
  2. Tap on your name at the top of the screen.
  3. Tap on Subscriptions.
  4. Your active subscriptions will be listed at the top, followed by any inactive or cancelled ones.
  5. Tap on the subscription you want to check.
  6. Look for the “Cancel Subscription” button. If you see an “expiry message in red text” instead, the subscription has already been cancelled.
  • If you’re using an android device (Google Play Store) –
  1. Open Google Play Store → tap your profile icon.
  2. Go to Payments & subscriptions → Subscriptions.
  3. Check if the app is under Active (still subscribed) or Expired (unsubscribed).
  • If you’re using an Amazon device –
  1. Open the Amazon app.
  2. Tap the menu (≡) → Your Account.
  3. Select Memberships & Subscriptions.
  4. Check if the app shows under Active or Cancelled.

I do not want to be subscribed to the app anymore, I have deleted the app but continue to get charged. How can I stop the charges?

Deleting or uninstalling the app does not cancel a subscription. You must ‘cancel your subscription’ from the respective app store from where it was purchased to ensure there will be no further charges made from auto-renewal. Please refer to the FAQs above for instructions on subscription cancellation.

Other

Can I use your apps offline?

Yes our apps are available for use offline on iOS and Android devices (with the exception of Amazon devices).
However, you will have to ensure the app and all of its content is downloaded in full. Please open all activities on the app while being connected to the internet. After this, internet will be required for updates, purchases, or restoring purchases only.

How do I update the apps?

Updating the apps regularly ensures it runs smoothly as well as you have access to all of the amazing content updates we release from time to time.
To update your apps please see the steps listed here for The App Store , Google Play Store , Amazon App Store and Samsung Galaxy Store.