Write to us and we will sort it out. Below are answers to common questions and what to include in your message.
Last updated 2026-10-13
How to reach us
Write to support@whybee.app. We usually reply within two business days, in English, Ukrainian or Russian.
To help us help you faster, include: the app version, your device model and iOS version, what you were doing and what happened. Never send passwords — we never need them.
Report an inappropriate answer
These reports come first for us. Include the date and time, your child's age band, roughly what was asked and what the app answered — a screenshot works best.
There is no need to send your child's personal details: the question and the answer are enough. If it turns out the filters let something through, we fix them and tell you the outcome.
Account, sign-in and PIN
Sign-up and sign-in — with the parent's e-mail and password. A child has no separate sign-in.
Forgot the password — request a code on the sign-in screen — it arrives by e-mail; enter it in the app and set a new password.
Parent-zone PIN — changed in the parent zone: the Settings gear in the header → Security. The PIN is stored on the device and never sent to us.
E-mails are not arriving — check the spam folder. If a letter has never arrived at all, write to us — the address may have landed on the mail provider's suppression list, and we will clear that.
Data, privacy and deletion
Export the archive — parent zone → Settings → Data: the full family archive (at most once an hour).
The privacy report — active consents, retention windows, the cutoff from which texts are anonymised, subprocessors and a block summary without texts.
Delete a child or the account — a child — in their card → Settings and limits → Danger zone; the whole account — Settings → Danger zone. Deleting the account deletes the whole family's data.
Text retention — question and answer texts are anonymised after 90 days; topics and counters remain as an aggregate.
Manage and cancel — device Settings → Apple ID → Subscriptions. Cancel at least 24 hours before the period ends.
Refunds — requested from Apple at reportaproblem.apple.com. We have no access to payments.
Paid but access did not appear — check your connection and restore purchases in the app; if that does not help, write to us with your account e-mail.
What the subscription unlocks — access to questions for the whole family: every child gets their own profile, limits and digest. The daily limit and quiet hours are set by the parent, and the subscription does not lift them.
Limits, quiet hours and age levels
Daily limit — set per child in the parent zone. When it runs out, the child sees a calm "that's all for today" scene rather than an error.
Quiet hours — the window when the app does not answer — at night, for example.
Age levels — derived from the child's birth year: 3–5, 6–8 and 9–11. The level shapes how the answer is phrased.
Restricted topics — categories and your own stop-topics are configured in the parent zone.
Microphone and narration
A question can be asked by voice: speech recognition runs on the device itself and the audio is never uploaded. If the microphone does not work, check the app's permissions in iOS Settings (microphone and speech recognition).
Narration also runs on the device — a neural voice model. On first launch the app downloads, once, the voice for the selected language and the speech-recognition model — about half a gigabyte in total; the large recognition model downloads on its own only over Wi-Fi. Until the voice is downloaded, the answer is shown as text.
An internet connection is still required: the answer itself is produced on the server.
Requirements
An iPhone running iOS 17 or later, and an internet connection. The app shows no ads and requires no social network accounts.