How can we help?

1. Quick fixes

These steps resolve many temporary problems without affecting your account:

1. 1
   Check your connection. Switch between Wi-Fi and cellular data. Turn off a VPN or network filter briefly if it may be blocking the connection.
2. 2
   Close and reopen Storyglot. Return to the Home Screen, close the app, then launch it again.
3. 3
   Confirm the account. In Settings, verify that you are signed into the Storyglot account that owns your library and Premium access.
4. 4
   Update the app and device. Install the latest Storyglot release from the App Store or Google Play and any compatible operating system updates.
5. 5
   Restart the device. This can repair temporary networking, audio, and app marketplace service issues.

2. Accounts and sign-in

Create an account from guest mode

1. Open Storyglot and go to Settings.
2. Select Create Account.
3. Enter your email, choose a password, accept the age and legal confirmation, then complete email verification.
4. Return to Settings and confirm that the guest label is gone and your account information appears.

Link the guest session that contains your current progress. Creating a separate account after signing out can result in a different, empty library.

Sign in to an existing account

Choose Sign In in Settings, then use the same email address and password you used when creating the account. If you see an empty library after sign-in, sign out without deleting the account and contact Support before making further account changes.

Verification or sign-in link does not arrive

• Check spam, junk, promotions, and filtered folders.
• Confirm that the email address is spelled correctly.
• Wait a few minutes before requesting another link. Only the newest link may remain valid.
• Open the link on the device where Storyglot is installed.
• Temporarily disable email link scanners, VPNs, or content filters if they are consuming or blocking the link.

Lost access to the email or sign-in provider

First try the account recovery process offered by the relevant email or identity provider. Storyglot cannot bypass that provider’s identity checks. If you are still signed in on one device, do not sign out or reinstall. Submit an account ticket using the address associated with the account when possible.

Suspected unauthorized access

Secure your email and Apple or Google account first, review signed-in devices, and change any reused credentials. Then submit an account ticket with “Urgent: Storyglot account security” as the subject. Never send us a password or one-time code.

3. Reading progress and sync

Registered accounts can sync supported library and learning data. Guest mode is not a substitute for a backup.

Progress is missing on another device

1. Confirm both devices use the same Storyglot email account.
2. Connect both devices to the internet and open Storyglot.
3. On the original device, open the affected book and return to the library to trigger an update.
4. Close and reopen Storyglot on the second device.
5. If the problem remains, do not repeatedly sign out or delete either copy. Contact Support with the book title, chapter, and which device has the correct state.

Conflicting progress

When the same book is read offline on more than one device, a later sync may need to choose between competing changes. Keep the device with the most complete progress untouched and contact Support before reinstalling. Include the approximate last-read time on each device.

What may remain device-specific

Bundled story files, operating system voices, certain accessibility settings, and cached content remain local to each device. A registered account syncs supported Storyglot records, not every device-level setting or operating system backup.

4. Premium, purchases, and billing

Premium did not unlock

1. Wait for the Apple or Google Play purchase confirmation to finish. Do not purchase repeatedly.
2. Confirm that you are signed into the intended Storyglot account.
3. Open Settings > Restore Purchases.
4. Confirm that the Apple Account or Google Play account on the device is the one used for purchase.
5. Restart Storyglot and check the Premium status again.

If access still does not appear, submit a billing ticket with your Storyglot account email or username, the product name, approximate purchase time, storefront country, and a screenshot showing the marketplace’s successful confirmation. Redact addresses, transaction documents, and unrelated purchases. Never send a full payment card number.

Restore Purchases

Restore Purchases asks Apple or Google Play and RevenueCat to revalidate eligible purchases. It does not create a new charge. Restoration can fail if the purchase belongs to another marketplace account, if you are using a different Storyglot account, if marketplace services are unavailable, or if the purchase was refunded or expired.

Cancel or manage a subscription

Open Settings > Manage Subscription in Storyglot, or go directly to Apple subscription settings or Google Play subscriptions. The marketplace controls cancellation and renewal. Cancel before renewal according to the timing it displays. You normally retain Premium until the current paid period ends.

Request a refund or report an unknown charge

App Store billing and refunds are handled by Apple; use Apple Report a Problem. Google Play billing and refund eligibility are handled by Google; use Google Play’s refund flow. For an unrecognized charge, follow the marketplace’s billing support process and secure that account. Storyglot cannot view your full payment method or directly reverse a marketplace charge.

Deleting an account while subscribed

5. Reading, books, and offline access

A book or chapter will not load

• Confirm that the book is included in your current access and that Premium is active if the book is locked.
• Check the internet connection, then close and reopen the book.
• Make sure the device has free storage.
• Update Storyglot to receive catalog and content corrections.

Offline reading

Story content included in the installed app can be read offline after the app has loaded it. Account verification, purchases, restoration, catalog updates, synchronization, and Premium narration require a network connection. Premium access may need to be refreshed after an entitlement change.

Translation or word meaning looks wrong

Language can have more than one valid meaning. If a translation is clearly incorrect or unnatural in context, send a correction report using the checklist in Content corrections. We review specific, reproducible reports.

Text is too small or large

Use Storyglot’s text-size control in Settings. You can also adjust the device’s text size and accessibility settings. If text overlaps, is clipped, or becomes unusable at a larger size, send a screenshot with the app version, device model, and selected text-size setting.

6. Audio and text-to-speech

Premium chapter narration and sentence playback use the same synchronized Azure recording. Free reading tools may use a voice provided by the device. Voice availability, pronunciation, quality, and download size vary by language and device. Premium narration requires a network connection when it is not already cached.

No voice is available

1. Raise media volume and confirm the device is not routing audio to headphones or another speaker.
2. Open device language or accessibility settings and download a voice for the story language if one is offered.
3. Confirm that the selected voice matches the language and regional variant.
4. Restart Storyglot after installing a new voice.

Pronunciation is incorrect

For device text-to-speech, try another available voice or regional variant. For synchronized Premium narration, include the book, chapter, language, and sentence when contacting Support. Send content corrections when punctuation or spelling in Storyglot appears to cause the error.

Audio stops or plays slowly

Check the network connection, Low Power Mode, background audio interruptions, Bluetooth routing, downloaded voice status, and available device storage. Then restart the device. Include the language, voice name, book, chapter, and affected sentence when contacting Support.

7. Privacy choices and account deletion

Usage analytics

Usage analytics are optional. Change your choice in Settings > Privacy > Share Usage Analytics. Turning the setting off stops new optional analytics collection. Essential account, security, sync, and purchase records still operate. See the Privacy Policy for details.

Delete your account and data

1. Cancel an active subscription in Apple subscription settings or Google Play subscriptions.
2. Open Storyglot and go to Settings > Delete Account & Data.
3. Review the deletion summary and complete any required reauthentication.
4. Confirm permanent deletion.

Deletion removes the Storyglot account and associated library, progress, learning data, preferences, and entitlement record. Limited transaction, security, legal, support, deidentified, and backup records may remain as described in the retention section.

If you cannot access the app, submit a privacy ticket using the account email where possible. Include your username and state that you want the account deleted. We will ask only for information reasonably needed to verify the request.

Access, correction, export, or other privacy request

Submit a privacy ticket with “Storyglot privacy request” in the subject. Describe the request, account username or email, and your country or state if relevant to the legal right. Do not send identity documents unless we specifically request an appropriate verification method.

8. Accessibility support

We want Storyglot’s reading, account, and purchase flows to work with assistive technology. If VoiceOver, larger text, Voice Control, contrast, reduced motion, keyboard access, switch control, or another accommodation does not work as expected, submit an accessibility ticket.

Please include:

• The task you were trying to complete and the screen where you were blocked.
• Device model, operating system version, Storyglot version, and assistive technology.
• Text-size or display settings that affect the issue.
• Exact VoiceOver announcement or focus behavior, if relevant.
• A screenshot or screen recording if it is safe and does not expose private information.

If an accessible alternative is available while we investigate, tell us which format or path would help you complete the task.

9. Content corrections and rights reports

Report a language or story issue

Submit a content ticket with:

• Target language and regional variant, if relevant.
• Book title, chapter number, and sentence or word.
• The current Storyglot text and your suggested correction.
• A short explanation or reliable reference.
• Whether the issue affects translation, grammar, spelling, cultural context, age suitability, or speech.

Report intellectual property concerns

Submit a legal ticket. Identify the protected work, the Storyglot material and location, your contact details, your relationship to the rights holder, and the basis for the claim. Good-faith, complete notices can be reviewed more quickly.

10. Contact Storyglot Support

Use a clear subject such as “Premium not restored,” “Cannot sign in,” “Audio stops in chapter 2,” or “Accessibility issue.” Include only what is relevant:

• Storyglot username or account email.
• App version shown in Settings.
• Device model and operating system version.
• Target language and affected book or chapter.
• Exact error message and approximate time it occurred.
• Steps that reproduce the problem.
• What you already tried.
• A redacted screenshot or screen recording if useful.