KnooHelp
Support
The short version
- Email knooteam@gmail.com — a person reads it and replies. There is no chat bot to get past.
- Subscriptions are billed by Apple or Google, so cancelling and refunds happen in the App Store or Google Play, not by email to us.
- Deleting your account is self-serve, in the app — here is exactly how.
Contact us
Email knooteam@gmail.comfrom the address you signed up with, so we can find your account. Telling us the child profile’s first name and roughly when the problem happened helps us find it faster. Anything about a safety alert or something your child saw is read first.
Manage or cancel a subscription
Your subscription is billed by the store you bought it in, and that store is the only place it can be cancelled or refunded — we are told a subscription exists, but we cannot end it or move money on your behalf.
- iPhone or iPad: Apple’s manage-subscriptions page
- Android: Google Play’s subscriptions page
Changing plans works from inside the app: parent zone → More → Subscription. Cancelling keeps the plan until the end of the period you already paid for.
Common fixes
- Paid but the app still shows the old plan— open the paywall and tap Restore purchases on the device that holds the store account that paid.
- Forgot the parent PIN — on the PIN screen, tap Forgot PIN? and we email a code to the account address, which lets you set a new one. Changing a PIN you still know needs the current one. If the account has no email address on it yet, write to us from the address you want to use and we will help.
- New phone— sign in and your subscription and your child’s lesson progress come with the account. The journal and chat transcripts stay on the old device by design; they are never uploaded.
Your data
What we collect and why is in the privacy policy, the rules of use are in the terms of service, and deleting the account and everything in it is documented at delete your account.