Help and support

1. Download Education Quest and create a parent account with your email address. We'll email you a code to confirm it.
2. Add your child: their first name or a nickname, their school year and the exam they're preparing for.
3. Pip, the guide, gives your child a short welcome tour, then they can start the first world.
4. Tap the padlock to open the parent area and choose a 4-digit parent PIN. This keeps settings and purchases away from little fingers.

Yes. Sign in with the same parent account on each phone or tablet, and progress syncs between them. Premium works on all of them.

Tap your child's name at the top of the home screen to switch player, or go to Parent area › Family & account to add, rename or remove a child. One account can have up to 4 children.

On the sign-in screen, tap Forgotten your password?, enter your email address and we'll email you a code. Type the code in the app and choose a new password. Check your junk or spam folder if it doesn't arrive within a few minutes.

Check your junk or spam folder for an email from Education Quest, then tap Send a new code in the app. Make sure the email address is spelt correctly. Adding support@educationquest.co.uk to your contacts helps future emails arrive.

Sign in once with your password, and the app will offer to use Face ID, Touch ID or your fingerprint next time. Only turn this on on your own phone: anyone whose face or fingerprint is set up on that device could sign in. You can switch it off in Parent area › Settings › Parent PIN and sign-in.

Go to Parent area › Family & account › Your account.

On the PIN screen, tap Forgot PIN? and enter your account password (or the code we email you), then choose a new PIN. We'll send you an email to let you know the PIN was changed.

After 5 wrong tries the PIN locks for a short time, which gets longer with more wrong tries, so children can't keep guessing. We'll also email you. Wait for the timer to finish, or use Forgot PIN?.

On purpose: on a family tablet, a child's own face or fingerprint may be set up too. The parent area always needs your PIN.

iPhone or iPad: Settings › your name › Subscriptions › Education Quest › Cancel Subscription.

Android: Play Store › your profile picture › Payments & subscriptions › Subscriptions › Education Quest › Cancel subscription.

Cancel at least 24 hours before it renews. Premium continues until the end of the period you've paid for. Deleting the app or your account doesn't cancel it.

Make sure you're signed in to the same parent account, then go to the plans screen and tap Restore purchases. On a new device, use the same Apple ID or Google account you paid with.

Payments are taken by Apple or Google, so refunds are handled by them. Apple: reportaproblem.apple.com. Google Play: open your order history and choose Request a refund. If you have a problem, email us too and we'll help.

Go to Parent area › Settings › Results by email. Choose daily, weekly, fortnightly or monthly reports, and whether you'd like results after mock papers and boss battles. To get a report straight away, tap Email it on the Progress tab.

Look in your junk or spam folder and mark the email as "not spam". Check the email address under Results by email.

Tap Stop these emails at the bottom of any report, or turn them off in Parent area › Settings › Results by email.

The app uses your device's built-in voices. Download a more natural one for free:

• iPhone or iPad: Settings › Accessibility › Spoken Content › Voices › English, then choose a voice marked Enhanced or Premium.
• Android: Settings › search "Text-to-speech" › Google speech engine › Install voice data › English (UK).

Then pick it in Parent area › Settings › Choose the voice, where you can also change the speed and pitch.

Turn the volume up and check the speaker button on the home screen isn't set to mute. In Parent area › Settings › Sound and voice, check Mute all voices is off.

Turn on Parent area › Settings › Answer by voice and allow the microphone when asked. On iPhone, Siri & Dictation must be on. On Android, Google voice typing must be installed.

Reminders are set on each device separately, so turn them on in the parent area on the device your child uses. Then allow notifications for Education Quest in the device's settings. Tap Send a test reminder to check.