Help and support

Answers to the questions parents ask most, and how to reach me when you need more help.

Get in touch

Email support@yoto-limiter.com. I'm one person, a parent, so I usually answer within a day or two. If it's about your account or a payment, write from the address you signed up with.

I forgot my password

On the sign-in page, choose Forgot your password? and enter your email. You'll get a link to choose a new password; it works once, within an hour. Check your spam folder if it doesn't arrive. You can also use the recovery code you saved when you signed up. If you signed up with Google, choose Continue with Google instead: your account has no password.

My Yoto player isn't pausing

Yoto Limiter pauses a player through Yoto's cloud, so the player has to be switched on and online. Pausing can take a few seconds. If it doesn't happen:

• Look for a banner at the top of the app. It says when a player isn't reachable through Yoto, or when your Yoto connection needs Reconnect Yoto.
• Check the player's limits and allowed hours in Settings, and today's time in Today. A card set as exempt never counts.
• Make sure the player is connected to Wi-Fi in the Yoto app.

If it still doesn't pause, email me the player's name and roughly when it happened.

Cancelling Plus

In Settings, choose Manage billing. It opens Stripe's page, where you can cancel. Plus stays on until the end of the period you paid for, then your account returns to Free. Everything you set up is kept.

Refunds

Email me within 14 days of your first payment for Plus and I'll refund it in full, no questions asked. The full rules are in the terms.

Deleting your account

In Settings, choose Delete account. Cancel a subscription first if you have one. What is deleted is listed in the privacy policy.

Problems with Yoto itself

Yoto Limiter is an independent project, not made or supported by Yoto. For problems with the player, cards or the Yoto app, contact Yoto.