TaleHiveTaleHive Support
Last Updated: October 9, 2026
Get in Touch
Email [email protected]. Tell us your device model, iOS version and roughly when the problem happened — a screenshot helps. We aim to reply within two business days.
Common Questions
A story is taking a long time
Creating the text, pictures and narration can take a few minutes. You can close the app — if notifications are on, we'll let you know when it's ready. If nothing has arrived after 30 minutes, email us with the story title.
Generation failed — what about my credits?
If a story fails because of a problem on our side, or you cancel or delete it while it's still being created, the credits are returned to your balance (or your free first book is restored — for repeated cancellations, this is limited). If you don't see them, restart the app; if they're still missing, email us with the time of the attempt.
My purchase didn't show up
Open the credits purchase screen and tap Restore Purchases, or reopen the app — this can pick up a purchase that was paid but not yet added. If the credits still don't appear, email us your Apple receipt (Apple ID › Purchase History) and we'll add them manually.
Can I get a refund?
Purchases are refunded by Apple — you can request one at reportaproblem.apple.com.
The character doesn't look like my child
Add two or three clear, front-facing photos in good light, and confirm the face when the app asks. Illustrations are made by AI and will vary a little from page to page.
A shared link stopped working
Shared links expire 90 days after you last share them. If a link has expired, share the story again to get a new one. To end a link before then, email us the story title.
How do I remove photos or my account?
- Face photos — remove them from your child's profile in Settings.
- Your account — go to Settings › Account › Delete Account, or email us. Unused credits are lost when you delete your account. ("Delete All Local Data" only clears this device.)
When you delete an item or your account, we start removing it from our servers right away and aim to finish within 30 days. Copies of stories you shared that other people saved stay with them. Details are in the Privacy Policy.
See also the Privacy Policy and Terms of Service.