Help for families, contributors, and gift buyers.
Find answers quickly, understand what to expect, and reach a real person by email when you need help.
What people usually need help with.
Start with your child's name and birthday, set your family password, and invite the people you want in your circle. Standard milestone openings are calculated from the date of birth on file, and any custom openings use the exact dates parents choose.
You can invite grandparents, relatives, close friends, godparents, neighbors, and other people who matter to your child. Each person gets their own link and their own writing-question flow, so they can contribute without creating an account.
Gift purchases and gift-code questions are handled through the dedicated gift flow. If you are buying for a family or trying to redeem a gift, start there first so you have the right path and terms.
Before you cancel, deactivate, or delete an account, download or export every letter, photo, voice memo, video, and other content you want to keep. Deleted accounts enter a 30-day retention window before permanent removal.
Archive Guardians are limited continuity contacts. Parents get the 30-day and day-of milestone notices first, and the child's email can get the milestone-day email if parents have configured it. Guardians only step in later if a delivery milestone goes unattended, or if the family needs continuity or billing help.
Support can help with exports, privacy requests, and deletion questions, but the safest path is to export all media and written content you want to keep before asking us to deactivate or delete anything.
Recovery codes back up encrypted access if you lose your password. Parents can also enable two-factor authentication. Archive Guardians cannot recover encrypted access for you and cannot read sealed content.
Include a little context so we can help faster.
A short, specific email is usually enough. These details help us avoid back-and-forth, especially for account access, billing, or gift questions.
The email address on the account, or the email used to buy a gift
Your child or family name if you already created an archive
A short description of what happened and what you expected
Any error message you saw, plus screenshots if helpful
Whether this is time-sensitive, such as access or billing trouble
Clear support when the content is irreplaceable.
Archive content is encrypted with your family's unique AES-256 key before it leaves your browser. Data is also encrypted in transit and at rest, and recovery codes are your backup if you ever lose your password.
Support is handled by email so there's a written record for account, privacy, export, and billing requests. Before any cancellation, deactivation, or deletion request, export the media and written content you want to keep. Reply time: within 1–2 business days.
Start their story.
Five minutes to set up. Every month, Our Fable sends a personalized question to every person in your child's circle and holds every answer, sealed, until your child is old enough to read them.