Andraly Stories Support
We're here to help. Most questions are answered below — if you don't find what you need, email us and we'll get back to you within two business days.
Contact us
Email hello@andraly.com with your question. If it's about a specific account, please write from the email address you used to sign up so we can find you faster.
Account & sign-in
Andraly Stories accounts are created and held by a parent or legal guardian. You sign in with the email address you registered. Trouble signing in? Use the “forgot password” option on the login screen, or email us and we'll help you recover access.
Gems, purchases & subscriptions
Creating a story uses gems. Every new account starts with a few free gems. You can buy gem packs at any time, or subscribe to Andraly Plus for a monthly gem refill. A parental gate protects every purchase.
- Manage or cancel a subscription: subscriptions are billed by the app store. On iPhone/iPad, open Settings → your name → Subscriptions. On Android, open the Google Play Store → Payments & subscriptions → Subscriptions.
- Refunds: purchase refunds are handled by Apple or Google under their store policies. Once a refund is processed by the store, any gems credited for that purchase are removed from your balance.
- Missing gems after a purchase? Fully close and reopen the app first; if they still haven't arrived, email us with your account email and the approximate purchase time.
Managing child profiles
Child profiles are personalization settings (name, reading age, voice, favorite themes) that you set up inside your account — they are not separate logins. To add, edit, or remove a profile, open the Profile tab, select a profile, and choose Edit or Delete.
Deleting your account
You can delete your entire account at any time from the Profile tab → Delete account. This is immediate and permanent: it removes all child profiles, generated stories, images, and audio, and deletes your sign-in identity. If you'd prefer we do it for you, email hello@andraly.com from your account address.
Parental controls & safety
Purchases are protected by a parental gate (a short math question) to help prevent unintended purchases by children. Story content is generated for a family audience and screened for safety. We show no third-party ads and do not use your data for tracking. Learn more in our Privacy Policy.
Troubleshooting
- A story is stuck generating: check your internet connection, then fully close and reopen the app. Stories usually finish within a few seconds.
- Narration or images won't load: confirm you're online; media loads shortly after a story is created.
- App won't update its content: make sure you're on the latest version from the App Store or Google Play.
See also our Terms of Service and Privacy Policy.