We read every email. If something is broken, confusing, or could be better, we want to hear about it. We aim to reply within two working days.
Email us
We read every message. Please include your device model and app version if reporting a bug.
Common topics
I paid for Premium but it says I haven't
Open the Premium screen and tap "Restore purchase". This rechecks your Google or Apple account and should unlock Premium immediately if a previous purchase is found.
If restore doesn't work, please email us with:
- The email address of the Google or Apple account you used to buy
- Your device model and operating system version
- The date of purchase, if known
I want a refund
Refunds are handled by the store where you bought the upgrade. Please see our Refunds section in the Terms of Service. In short — within 48 hours of purchase you can request a refund directly in the Play Store or via Apple's Report a Problem page. Beyond that, email us and we'll do what we can to help.
The app is crashing / misbehaving
First, try closing the app completely and reopening it. If that doesn't fix it, uninstall and reinstall — your purchase will be restored automatically on first launch thanks to Play Store / App Store account sync.
If the problem persists, email us with:
- What you were doing when the issue happened
- Your device model and operating system version
- A screenshot, if the issue is visible
Feature suggestions
We're building this carefully and deliberately. Not every suggestion will make it in, but every thoughtful one is read and considered. Please send ideas — we'd especially love to hear from parents and tutors who know exactly which words children are stumbling on.
Child-safety concerns
The app contains no user-to-user communication, no chat, no public content — so there are few avenues for child-safety issues. But if you do encounter anything that concerns you, please email us immediately. We treat every child-safety report as a priority and respond as quickly as we can.
Our safety point of contact is the same as general support: support@elevenplusfc.co.uk.
Response times
We are a small team. We aim to respond to all queries within two working days (usually faster). Child-safety reports are prioritised and typically answered the same day.
Not on email?
Email really is the best way to reach us. We don't currently operate a chat, forum, phone line, or social media support channel. Keeping things simple lets us spend more time improving the app.