Support

We answer every message, usually within two working days.

Common questions

Do I need an account?

Yes, to create a story or to buy credits. Owloo asks you to sign in with Apple or Google the first time you press Create. Credits are held against your account, not against the phone, so this is what lets them follow you to a new device.

You do not need an account to open the app, browse your library, or play a story you already have.

How do credits work?

Each story costs credits, depending on its length: 1 credit for a short story, 2 for a standard one, 3 for a long one. You buy credits in packs of 10, 30 or 75. There is no subscription and no monthly fee.

My credits are missing after I changed phone.

Credits are saved to your account, not to the device. Sign in with the same Apple or Google account you used before and the balance will come back. If you signed in with Apple, make sure you are using the same Apple Account — a different one is a different balance.

What happens if I sign out?

Your stories stay on the device and still play. Your credits do not — they belong to the account, so they come back when you sign in again. To create a new story or buy credits you must sign in first.

My stories are gone after reinstalling.

Finished stories are kept on your device only — we do not hold a copy on our servers. That protects your family's privacy, but it does mean that deleting the app also deletes the stories. Your credit balance is not affected.

A story failed to generate. Was I charged?

No. Credits are only taken for a story that is delivered. If generation fails, your balance is restored automatically. If you think a credit went missing, write to us with the date and time and we will put it right.

Why does Owloo ask my permission before the first story?

Because your story details — including the names you entered — leave the device to be written, illustrated and narrated. We would rather ask plainly than bury it in a policy. Nothing is sent until you agree, and we delete it as soon as the story reaches you.

Should I listen to a story before my child does?

We suggest it. Every request passes a safety filter, but stories are made automatically, so a first listen is worth the few minutes — as you would with any new book.

Owloo refused to make my story.

Everything you type is checked by a safety filter first, so that every story stays suitable for a child. If a name or an idea trips the filter, try rewording it. If you think the refusal was wrong, please tell us — it helps us improve.

Can I listen with the screen off?

Yes. Playback continues when you lock the phone, and the controls appear on the Lock Screen and in Control Centre.

Which languages can I listen in?

23: English, Spanish, French, German, Italian, Portuguese, Dutch, Swedish, Danish, Norwegian, Finnish, Estonian, Latvian, Lithuanian, Polish, Czech, Russian, Ukrainian, Indonesian, Arabic, Hindi, Bengali and Korean.

How do I delete my account?

Open Settings → Account → Delete Account in the app. This removes your account and your data from our servers. Any unused credits are removed with the account, so please spend them first.

How do I ask for a refund?

Purchases are handled by Apple, so refunds go through Apple. Visit reportaproblem.apple.com and sign in with your Apple Account.