Contact us
One address, read by a person: support@jobescape.me. There is no phone line and no chat widget, which means a reply takes longer and comes from someone who can actually do something about it. Here is what to include so the first answer is useful instead of a request for more information.
Email us
Write to support@jobescape.me. Anything is fair game: a bug, a billing question, a worksheet you wish existed, a game that confused your four-year-old, or a line of text on the site that reads badly. If your message is about a payment, put the word billing in the subject line so it is easy to find. If it is about something that struck you as wrong for a child to see, put the word safety in the subject and it goes to the front.
Reporting a bug
The more of this you can include, the better the first reply will be. None of it is compulsory, and a short message beats no message.
- The web address of the page you were on.
- What you were doing, in the order you did it.
- What happened, and what you expected to happen instead.
- The device and browser, with a version number if you can find one. Chrome on an iPad and Chrome on a laptop behave differently.
- Whether it happens every time, or happened once and never came back.
- A screenshot, or a photo of the screen taken with your phone. A slightly blurry photo of a tablet is genuinely useful.
- Roughly when it happened, and your time zone.
- Your child's age, if the problem is that something was too hard, too easy or in the wrong order.
If a game has no sound
Silent games are the most common report and the hardest to diagnose from a description alone, so it is worth a sentence or two extra. Tell us whether other sites make sound on that device, whether the device is on silent or has a mute switch flipped, and whether the sound worked before and then stopped. Nine times in ten the answer is somewhere in there.
Billing questions
Include the email address you signed up with, the date and the amount of the charge exactly as it appears on your statement, and which plan you chose. That is enough to find the account. Never send a full card number, a security code or a password, by email or by any other route. We will not ask you for them, and anybody who does is not us.
Ideas, requests and complaints
Requests get read, and specific ones get acted on. Tell us your child's age and what they are stuck on, because a request for lowercase letter sheets is much easier to act on when we know whether it is for a three-year-old who has never held a pencil or a six-year-old writing their letters backwards. Complaints are welcome too. Tell us plainly what happened and where you saw it, and skip the polite hedging if you would rather.
When you will hear back
Messages are answered in the order they arrive, by people rather than by an automated queue. Some get a reply the same day. Some take longer, particularly around weekends, holidays and the occasional week when everything arrives at once. We are not going to promise a number of hours, because a promise like that is only worth anything if it holds on the bad weeks too. Billing problems and anything concerning a child's safety are pulled forward ahead of everything else. If a week goes by with no answer, reply to your own message. It brings the thread back to the top and tells us the first one went astray.
Common questions
Is there a phone number or live chat?+
No. Email is the only route, and it is answered by the people who build and run Kidling rather than a separate support layer that has to pass everything along.
What language should I write in?+
Write in whichever language is easiest for you and we will do our best with it. Our replies will be in English.
How do I cancel my subscription?+
Open the parent area, pass the adult check and go to Subscription. If you cannot get in, email us from the address you signed up with and say you want to cancel. You do not owe us a reason.
I have not had a reply. What now?+
Check your spam folder first, since a reply from a new address often lands there. Then reply to your own original message rather than starting a new thread. That keeps the history together and pushes it back up the pile.
Can my child email you?+
We would rather hear from an adult, since most questions turn out to be about accounts or billing. That said, if your child has drawn something for Sprout or has a question for him, an adult is welcome to send it on and it will get an answer.
We are a school, a nursery or a journalist. Same address?+
Yes. Use the same address and say which in the subject line so it reaches the right person quickly.