Support

Expected response

Email [email protected]. Include your issue type in the subject line. Most family account and playback requests should receive a reply within 2 business days.

Billing and subscriptions

The free preview includes 3 story listens each month. Premium unlocks the full listening library, offline downloads, and up to 3 custom stories each month.

Restore purchases from Parent Zone in the iOS app. Subscriptions renew through Apple, and App Store subscription management handles renewal, cancellation, refunds, and payment method updates.

Playback and library help

For missing audio, buffering, downloads, favorites, or library problems, include the story title, whether you were on Wi-Fi or mobile data, the approximate time of the issue, and whether the story worked before.

Alexa setup

If Alexa cannot find StoryWeaver or account linking fails, include the Alexa device model, the Amazon account region, and the phrase you used to start playback.

App version and device details

Include the iPhone or iPad model, iOS version, StoryWeaver app version, and screenshots of any error message. These details help support distinguish account issues from device or network issues.

Account and privacy requests

Account deletion is handled from the iOS app's Parent Zone. Use the same support address for child profile, family data, subscription, restore purchases, or privacy questions.