We suspend an account when it has to stop being used, for example after a payment is disputed, when we believe a card was used without its owner's permission, when there is a concern about a child's safety, or when the account has been used against our terms. A suspension stops the account from being used. It does not delete anything.
What stops
- You cannot sign in. After your password, the sign-in page says "This account has been suspended, so it cannot be signed in to right now." Anybody who was already signed in to the account is signed out.
- Your readers cannot sign in. They are signed out on every device, and when they try to sign in, they see "This account is paused. Ask a grown-up to help."
- Our emails stop. We send nothing about the account apart from the emails about the suspension itself.
- Nothing is made in the background. For example, weekly episodes of a series are not made while the account is suspended.
If you pay for a plan, we normally pause its payments while the account is suspended, and bills that would have fallen due in that time are canceled rather than saved up for later. The suspension email tells you when payments have been paused.
What is kept
Nothing is deleted. Your readers, their books and your settings are kept exactly as they were. A suspended account is also never removed for going unused, however long the suspension lasts.
The email
When we suspend an account, we may email you "Your TaleTykes account has been suspended". It says that the account cannot be signed in to for now, that your readers cannot sign in either, and that nothing has been deleted. It may include a note from the person who made the decision.
Asking us about it
If you think the suspension is a mistake, or you would like to talk about it, write to us at support@taletykes.com, or use Contact. Since you cannot sign in, the help page in your dashboard is not available while the account is suspended.
- Write from the email address on the account, or tell us which address it is.
- Say that your account has been suspended, and add anything you think we should know.
- Do not send your password or your card details.
When the suspension is lifted
When we lift a suspension, you and your readers can sign in again, and everything is where you left it. Your readers sign in on their devices in the usual way. If payments were paused, they start again.
If we emailed you about the suspension, we also email you "Your TaleTykes account is active again".
If your child asks why their books will not open, you can tell them the account is paused while a grown-up sorts something out, and that nothing has been deleted. For any other question, Contact lists the right address for each kind of question.