Support
Help with Faybley
Most questions have a quick answer below. If yours does not, write to hello@faybley.com and a person will reply.
Getting started
- How do I make my first story?
- Add a child profile with a nickname and an age, pick a theme, and tap create. The first one takes a minute or two while the pictures are drawn; after that it sits on your shelf and opens instantly.
- What ages is Faybley for?
- Roughly two to ten. Vocabulary, sentence length and themes all follow the age on the profile, so the same theme reads very differently at three and at nine.
- Can each child have their own language?
- Yes. Language is set per child profile, across all eleven. Bilingual households often keep one language for stories and another for the rest of the day.
- Does it work without signal?
- Download a story first and it plays offline with full narration. Your plan sets how many downloads you can keep at once.
Voices and narration
- How do I record my own voice?
- Open My Voices in the parent area and follow the prompts: it takes a couple of minutes of reading aloud. Only an adult may record, and only their own voice.
- Can I record a grandparent's voice?
- Yes, if they are present, they are an adult, and they consent to it. Never record a child, and never record anyone without asking.
- How do I delete a voice?
- My Voices, then delete. The recording and the model built from it are both removed for good, and later stories fall back to a narrator voice.
- How many voices can I keep?
- Up to five recorded voices per account, plus the studio narrators your plan includes: five on Weekly, all eleven on Plus and Family.
- What is read-along?
- Each word lights up as it is spoken, so a child following the page can connect the sound to the shape of the word. It works with any voice, including your own.
Subscriptions and billing
- How do I cancel?
- Cancellation is handled by Apple rather than by us: open Settings on your iPhone, tap your name, then Subscriptions, then Faybley, then Cancel. Do it at least 24 hours before the period ends. You keep access until it does.
- How do I get a refund?
- Apple handles every App Store refund. Go to reportaproblem.apple.com and choose the purchase. Write to hello@faybley.com if you would like a hand with the request.
- I paid, but the app still shows the paywall.
- Tap Restore Purchases on the paywall while signed into the same Apple ID that bought it. If it still will not budge, send us the date and the Apple receipt and we will sort it out.
- Can I change plan?
- Yes, in the same Apple Subscriptions screen. An upgrade takes effect straight away with a pro-rata adjustment from Apple; a downgrade starts at the next renewal.
- What happens when I run out of stories?
- Your allowance refills at the start of the next period. If you would rather not wait, a top-up pack adds extra creations immediately.
Account, privacy and data
- How do I delete my account?
- Settings, then Delete Account. It removes your profiles, your stories and any voices you recorded. We finish clearing our systems within 30 days.
- Can I get a copy of my data?
- Yes. Write to hello@faybley.com and we will send it in a portable format within 30 days, at no charge.
- What do you collect about my child?
- A nickname, an age and a few interests. Never a surname, address, phone number, photograph or location. The Privacy Policy sets out the whole list.
- Is my child's data used to train AI?
- No, and our model providers are contractually barred from training on it either.
If something is not working
These five steps fix most problems. Work down the list, and if you reach the bottom still stuck, tell us what you tried.
- Check you are on the latest version of Faybley in the App Store.
- Close the app fully and reopen it: swipe up from the bottom of the screen and flick it away.
- Confirm you are signed into the same Apple ID that bought the subscription, then tap Restore Purchases.
- Restart the iPhone or iPad. It is a cliché because it works.
- Still stuck? Write to hello@faybley.com with your device model, your iOS version, and what you saw. Screenshots help enormously.
Still need a hand?
Write to hello@faybley.com, or use the form. We answer within two working days, and much faster for anything involving a child's safety.