Support
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Something not working, a mistake in a story, or an idea for what your child would like next? Write to us — a person will answer.
Write to us
Email support@yaqeenkids.com. It helps to tell us which device you are using and what you were doing when the problem appeared.
A story will not open
Family-plan stories download the first time they are opened, so that first time needs a connection. Check the device is online and try again; after that the story plays offline.
There is no sound
Check the device's volume and its silent switch. Then open the parent corner: sound and read-aloud each have their own switch, so a child who reads alone can keep the page turns without the narrator.
Paying by InstaPay
In Egypt, if paying through the App Store or Google Play does not go through, you can take a yearly subscription to the family plan by InstaPay. Email support@yaqeenkids.com and we will send the details. After you pay, reply with the transfer's reference; we open the plan on your email address, and you sign in with that email in the app's parent corner.
Cancelling or restoring a subscription
Subscriptions are managed in your App Store or Google Play account, under Subscriptions. That is where you cancel, change or ask for a refund. On a new device, sign in to the store with the same account to restore what you bought — or sign in to your family account in the parent corner.
Deleting your information or your account
Profiles and progress live on your device only. Remove a profile or reset its progress from the parent corner, or delete the app to remove everything.
If you signed in to a family account, delete it from the parent corner: Delete account is the last thing on that screen. It is removed at once, with its email address. If you no longer have the app, write to support@yaqeenkids.com from the address you signed in with and we will remove it within 30 days. A subscription is cancelled separately, in the App Store or Google Play.