How can we help?
Answers to the questions families ask most. Can't find yours? Write to us at john@phantom-labs.com and we'll get back to you.
Help with the app
Something not working, a question about your plan, or an idea for us.
Email john@phantom-labs.comIn the app, Settings, then Send us a note, works too.
Privacy and your data
Questions about your family's information, a copy of it, or deleting it.
Email john@phantom-labs.comSee our privacy policy and how to delete your account.
Subscriptions and credits
How do I restore my purchases?
On the plans screen, tap Restore at the top right. Or open Settings, then Plan and credits, then Restore purchases. Make sure you're signed in to the App Store with the Apple Account you bought with.
How do I cancel or change my plan?
Subscriptions are managed by Apple. On your iPhone or iPad, open Settings, tap your name, then Subscriptions, then Branchlings. In the app, Settings, then Plan and credits, then Manage subscription takes you there too. Cancel at least 24 hours before your plan renews.
Can I get a refund?
Refunds for App Store purchases are handled by Apple. Visit reportaproblem.apple.com and sign in with your Apple Account. If a story couldn't be finished because of a problem on our side, the app returns the credits for the parts that weren't made.
Why does a story use more credits than usual?
Longer stories, "Ready instantly" stories (every path painted before you choose) and the storyteller voice use more credits. The Builder shows how many a story will use before you start it.
Grown-up controls
How do I set a grown-up PIN?
Open Settings, then Grown-up PIN. Once it's on, buying credits, changing settings and your account ask for your 4-digit PIN.
I forgot our PIN.
When the app asks for the PIN, tap Forgot the PIN? and confirm with Face ID, Touch ID or your device passcode. That turns the PIN off, and you can set a new one.
How do I keep a word or topic out of stories?
Open Settings, then Words we don't use, and add the words. For topics like the dark, storms or spiders, open Settings, then Readers, choose your child, and pick the topics to leave out.
How do I turn off "My idea!"?
Open Settings, then Readers, choose your child, and switch off "My idea!".
Your family's account
How do I get our stories on a new phone or iPad?
Install Branchlings on the new device and, on the welcome screen, sign in the same way you saved your family: with Apple, or with your email and password. Your family's characters and stories come back with you.
How do I delete our account?
Open Settings, then Your family's account, then Delete account. Everything is deleted from our servers straight away. It doesn't cancel a subscription, so cancel that with Apple too.
How do I see or get a copy of our data?
Open Settings, then Privacy, and tap Get a copy of your data, or Ask us about privacy for anything else.