App Support
Effective date:
We’re here to help
If you’re having trouble with the Totchi app or your account, most questions are answered below. If you can’t find what you need, get in touch — we aim to respond within 2 working days.
Contact us
App support: [email protected]
General enquiries: [email protected]
Response time: within 2 working days
Account and subscription
How do I cancel my subscription?
Totchi subscriptions are managed through the app store you downloaded the app from. Cancel at least 24 hours before your renewal date to avoid being charged for the next period. Totchi cannot cancel subscriptions on your behalf.
iPhone or iPad: go to Settings → [your name] → Subscriptions → Totchi and tap Cancel Subscription.
Android: open the Google Play Store app, tap your profile icon, then Payments & subscriptions → Subscriptions → Totchi and tap Cancel subscription.
How do I get a refund?
Refunds are handled by the app store that processed your payment.
Apple: visit reportaproblem.apple.com, sign in with your Apple Account, and select the Totchi purchase.
Google Play: visit play.google.com/store/account/subscriptions and select the Totchi purchase.
How do I manage my child profiles?
Open the Totchi app, go to your account settings, and select Manage Profiles. You can add, edit, or remove child profiles here.
How do I generate a QR code for my child?
Open the app, go to the child’s profile, and tap Show QR Code. Your child uses this code to access their stories independently.
How do I delete my account?
You can delete your account from within the app (Account Settings → Delete Account) or by visiting our account deletion page. Deletion is permanent and removes all data including child profiles. Your subscription must be cancelled separately with Apple or Google.
Using the app
How does offline listening work?
While connected to the internet, tap the download icon on any story. Once downloaded it will be available without a network connection.
Can the app play in the background?
Yes — Totchi supports background audio playback. Your child can lock the screen and the story will continue playing.
The app isn’t working / I’m getting an error
Try these steps: (1) Close and reopen the app. (2) Check your internet connection, or confirm the story is downloaded for offline use. (3) Check for an update in the App Store or Google Play. (4) Restart your device. If the issue persists, email [email protected] with a description of the problem and your device type.
What devices are supported?
Totchi is available on iPhone and iPad, with a minimum iOS version of 15.1, and on Android devices. The minimum supported Android version is shown on the Totchi listing in Google Play.
Stories and content
Why can’t my child access all the stories?
Totchi uses a sequential unlocking system — stories within each topic unlock in order as your child listens. This is intentional and creates a structured experience. More stories unlock as your child progresses through a topic.
What’s the difference between Minis and Older stories?
These are the two content groups on Totchi. You choose which group suits your child best when setting up their profile, and you can change it at any time from the profile settings.
What are the daytime and nighttime tags?
Some stories are tagged to suggest when they work best — these are informational only. You can play any story at any time.
Privacy and data
For full details of how we handle data, see our Privacy Policy and Children’s Privacy Notice. To exercise your GDPR rights, contact our DPO: [email protected]