How can we help?

On the PIN screen, tap Forgot PIN? and enter your Mellowmoor account password to choose a new PIN. If you've also forgotten your account password, email us from your account's address.

The PIN protects the grown-up areas inside Mellowmoor, but only your device can stop a child leaving the app. On iPhone and iPad, use Guided Access (Settings, then Accessibility, then Guided Access). On Android, use app pinning (in Settings, usually under Security). The parents' area has step-by-step help under Safety & account.

Make sure both devices are signed in to the same Mellowmoor account and are online. In the parents' area, Safety & account shows when the device last synced, how many changes are waiting and any problem in plain words; tap Sync now to try again. Details of play behind Insights, and Play Studio pictures, stay on the device where they were made and never sync.

In Parents > Settings. English has a natural voice built in. For Spanish, French, German and Portuguese, tap Download the natural voice once (you'll need an internet connection). Italian and Chinese use your device's own voice.

In Parents > Settings, switch on Homeschool. A Homeschool tab appears in the parents' area, where you choose each child's curriculum and year level, assign learning paths, plan the week, see records and make a portfolio PDF. Homeschool plans and records are kept on the device you use and don't sync, so use the same device for them, and save the portfolio PDF if you need a copy elsewhere.

The English reading and writing games (phonics, spelling, sentences, grammar and reading comprehension) are shown only when Mellowmoor is set to English, in Parents > Settings. They are for children aged 4 to 9.

Yes, both are in Parents > Settings: switch off Sticker pop-ups to collect stickers quietly, and switch off the Star Cadets bonus clock for 7 to 9 year olds. Stickers are still added to the sticker book.

In Parents > Settings > Voices for language games, download the natural voice for that language once (about 60 MB, with an internet connection), then open the game again. Without one, the device's own voice is used if it has one, and children can still play by reading the words.

In Parents > Children, choose the child. Sensory and play settings covers voice, sound, motion, celebrations, clues, the break button and play time, plus Calm Cove's "What helps me?" board; anything you don't change follows the device. The session plan page lets you pick 2 to 6 activities and a "then" activity, and lock the plan with your PIN if you want to.

Yes, for any child: in their Sensory and play settings, set Break button to Off.

In Parents > Children. The family plan has room for four children; organisation plans have room for the number of learners in the plan.

If you subscribed in the Android app from our website, use the link in your receipt email or see Manage billing. If you subscribed in the App Store or Google Play, the store manages it. See how to cancel and refunds.

Follow the steps on Get Mellowmoor: download the app, allow your browser or Files app to install it (once), and open it. The app tells you when an update is ready.

See deleting your account and the children's privacy notice.

We'd be glad to arrange a Larger plan with invoicing. Email us with roughly how many learners you have.