Once Upon Us Support

Contact us

Email i.jasonbaker@gmail.com and we'll get back to you, usually within two business days. Please include the email address you use to sign in to the app (never your password).

How do stories work?

A parent adds characters, such as children, siblings, parents, pets or made-up friends, with a name and optional details like age, interests and personality. When you create a story you choose the characters, tone, theme and length. Once Upon Us then uses AI to write an original, age-appropriate story and draw a storybook cover. Story requests and finished stories are checked by automated safety filters. You can read stories on screen, play optional narration, continue a story as a series, or make choices in choose-your-own-adventure stories.

Are photos required?

No. You can add photos of a character to help the app draw them as a storybook illustration, but photos are optional. You can remove a photo or a character at any time on the Characters screen.

How do subscriptions and billing work?

Purchases and subscriptions in the iOS app are handled by Apple through your Apple ID. We never see or store your payment card details. To manage or cancel a subscription, open Settings on your iPhone or iPad, tap your name, then tap Subscriptions. Refund requests are handled by Apple at reportaproblem.apple.com.

How do I delete my data?

You can delete individual stories, characters, photos and memories in the app at any time. To delete your whole account and all of your family's data, use Delete family data in the app's account settings where available, or email i.jasonbaker@gmail.com from the address you use to sign in and we'll delete it within 30 days. You can also download a copy of your family's data from the account screen. See our Privacy Policy for details.

A story wasn't right for my child. What can I do?

Delete it from your library and try again with different choices. If something inappropriate got through, please email us with the story title so we can improve our safety filters.

I can't sign in.

Check that you're using the same email address you signed up with. If you still can't get in, email us from that address and we'll help you recover your account.