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

General

How do I contact your support team?

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

Can I contact your support over the phone?

Our support is available via email only.

If I am unable to restore my purchase, what are the general checks before contacting your Support?

Please ensure:

  • You are using the same Apple or Google Play ID that you used to make the purchase
  • You are not using Google’s Family Library
  • You are not using any parental controls or a child’s restricted profile. For further information please see Android, Apple, Amazon

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 a member of our team will be in touch:

  • Name of the app
  • Model and OS of the device used
  • If available, a screenshot of the message received when you tap ‘restore purchase’

Can I transfer my purchase to a different account?

Please note that your purchase is linked to the account used at the time of purchasing/subscribing to the app. Unfortunately this cannot be transferred to a different account. Please contact our Support for further advice.

Why am I unable to hear audio on your app?

Normally problems with sound are due to the fact that the mute switch on the device is engaged. This can be a little confusing because not all apps obey the mute button, but ours do, so while you will be able to hear other apps, you would not be able to hear ours.

All you have to do is toggle the mute switch which is located on the side of your tablet or smartphone. Once you toggle it you will hear sound again. If there is no mute button please slide up the menu from the bottom of the iPad screen to find the mute button icon.

If you still cannot hear sound, please try the following: Go to Settings > General. Under “Use Side Switch To” please ensure that the “Mute” option is selected, and not the “Lock Rotation” button. Then ensure that the Lock / Unlock setting is switched on (to unlock). You might have to restart your device afterwards.

Should you still have issues, contact our Support with details of the model and OS of the device you are using.

Subscriptions

How do I cancel my subscription?

In order to cancel your subscription please follow the below steps:

Purchased on iOS:

  1. Launch the Settings app
  2. Select iTunes & App Store
  3. Select your Apple ID
  4. Tap View Apple ID when the pop-up window appears
  5. Enter your Apple ID Password or fingerprint ID when prompted
  6. Select Subscriptions
  7. Tap the subscription you wish to cancel
  8. Select Cancel Subscription
  9. Confirm when prompted

Purchased on Google Play:

  1. On your Android phone or tablet, open the Google Play Store .
  2. Tap Menu – Subscriptions.
  3. Tap the subscription you want to cancel.
  4. Tap Cancel subscription.
  5. Follow the onscreen instructions

Purchased on Amazon:

  1. Go to Your Memberships and Subscriptions.
  2. Select Manage Subscription next to the subscription you’d like to cancel.
  3. Click the link under Advance Controls to be directed to the main subscription page. From this page, you can end your subscription.

Purchased on the web:

  1. On StoryToys website, please select ‘My Account’ on top right corner
  2. Sign in to your account
  3. Click on ‘Manage’ on the name of the app for which you have the subscription
  4. You will be brought to your ‘Account’ page, scroll down to ‘Subscriptions’
  5. Select the active subscription you wish to cancel
  6. Under Manage Plan, select the option ‘Cancel Plan’
  7. On the following page, also select ‘Cancel Plan’ and select ‘Yes’

You don’t have to wait for the 7 days to be over, you can cancel at any time at least 48 hours before the end of the trial, and you will still get the full 7 days access to our app.

How do I check whether I am unsubscribed from the app?

To locate your subscription details, please follow the steps below:

If you are using an iOS device please see here.

If you are using an Android device, on your Android phone or tablet, open Google Play Store. Check if you’re signed in to the correct Google Account.
Tap Menu and then Subscriptions.

If you are using an Amazon device, please see here.

If you are not seeing the option to “unsubscribe” then you have already cancelled your subscription. You will see “Expires on (date)” which simply means that you have access to the full app until that date but it will not auto-renew since you have already cancelled the subscription.

iOS

How do I manually update the app to the latest version on an iOS device?

Please see Apple’s official support page here.

Android

How do I use the app with Google's family library?

Unfortunately Google Play does not permit in-app purchases and free apps to be shared via Family Library. Any purchases made in-app will not be shareable via Family Library.

How do I update the app manually to the latest version on an Android device?

Please see Google Play’s official support page here.