A person reads every message you send us. There is no bot at the other end and no ticket number to keep. How you reach us depends on whether you are signed in, and a few subjects have an address of their own.
You are not signed in, so the way to reach us is to write to support@taletykes.com. If you have an account and cannot get into it, You cannot sign in may help first.
If you are signed in
- Open Help, from the list of sections or with the Help button at the top of your pages.
- Under "Ask us something", choose what it is about in "What is it about", write a few words in "In a few words", and tell us the rest in "What happened".
- Press "Send it".
The topics are "Something in a book upset my child", "Signing in, or my account", "A payment, a plan or a refund", "The reading level, or how a book turned out", "What you hold about us" and "Something else". You do not need to give your child's name, and we would rather you did not unless it matters.
What happens next:
- Our answer appears on the same page, under "What you have asked". We also send you an email called "We have replied", followed by your subject. It says that we have answered but does not contain the answer, because an answer might mention your child.
- Each question shows "Open", "We replied" or "Answered". You can have up to three questions open with us at a time, and a question counts as open until it shows "Answered".
- There is no box for replying under an answer. To add something, ask a new question and use the same few words, so we can match the two.
- A message can be up to 4,000 characters long.
If you are not signed in
Write to support@taletykes.com about your account, a book that did not finish, a plan you want to change, or anything that does not work the way our site says it does. Contact has the same details.
Privacy, your child's data, and anything urgent about a child
Write to privacy@taletykes.com about what we hold, anything your child has made, or withdrawing your consent. It is also the faster route for anything urgent about a child.
If you are signed in, you can ask about your data in Settings, then Your data and agreements, under "Ask us about your data", and we answer within 30 days. A copy of everything can be downloaded from the same page without waiting for us; see A copy of your data.
Security reports and copyright
- Security. Report a vulnerability to privacy@taletykes.com. We acknowledge a report within three working days. Please leave other families' data out of it and tell us how to reproduce the problem. How we look after this sets out what we do next.
- Copyright. If you believe a book in our shared library copies your work, send a notice to our designated agent. Copyright lists what the notice needs and where to send it.
See also Security and copyright.
How we write back
We write to the grown-up on the account and never to a child, and we will never ask you for your password. The only times we promise are the two above: data requests within 30 days, and security reports acknowledged within three working days.
TaleTykes is a DBA of Optiarms, Inc., a C corporation.