Sometimes we pause buying on an account for a while. When we do, a notice appears at the top of every grown-up page. A pause is not a punishment, nothing is deleted, and your children can keep reading.
The two kinds of pause
A question about a payment. If a bank tells us that a payment on your account is being disputed, for example because somebody asked for it to be reversed, we pause buying anything else until it is settled. Being charged again while a payment is in question would be the wrong next step for everybody. The notice reads:
"There is a question about a payment on this account, so buying anything else is paused while we look into it; if you write to us, a person will answer."
When the question is settled, the pause may lift by itself. If it does not, a person here decides when to lift it.
A pause a person has placed. Occasionally one of us pauses buying on an account while we look into something. The notice reads:
"Buying anything on this account is paused for now while we look into something, and if you write to us, a person will answer."
This kind of pause gives no reason on the page, and it stays until a person lifts it.
What is paused
- Buying extra books. During a question about a payment the "Extra books" card is not shown; during a pause a person placed, pressing a button brings up the notice instead.
- Choosing a plan, or changing yours, from the "Plans" card. During a question about a payment the card is not shown; during a pause a person placed, pressing a button brings up the notice.
- Adding an extra reader. During a question about a payment, the "Extra readers" card says "Nothing new can be bought while we look into a question about a payment." During a pause a person placed, the notice appears when you confirm on the "Add room for another reader?" sheet.
What still works
- Every book your children have made, and all their reading.
- Making new books with your monthly books and any extra books you already have.
- Using a gift or promotion code on Use a code.
- Removing an extra reader you no longer need.
- "Manage your plan" on Plan and books, where you can update your card or cancel your plan.
A pause on buying does not stop your plan. If you have one, it carries on and renews as usual.
How to sort it out
- Open Help in your dashboard.
- Under "Ask us something", choose "A payment, a plan or a refund" for "What is it about".
- Fill in "In a few words" and "What happened". If you asked your bank to reverse a payment, say which one and why.
- Press "Send it". A person reads it and replies on the same Help page.
If you cannot sign in, write to support@taletykes.com instead.
Refunds explains how to ask about a payment without going through your bank.