Support Centre
Stuck on something? Most questions are answered below. If not, we reply to every email within 3 working days - usually same day.
Common questions
How do I sign up?
Head to the Sign up page, enter your email and a password, and pick your year group. If your school has given you a Classroom Beacon Code (8 characters), enter it - otherwise leave it blank for a personal account. You'll get a confirmation email; click the link and you're in.
How much does it cost?
Two plans:
Superstar - £4.99/month (KS2 SATs only)
MAX - £8.99/month (SATs + full 11+ for GL, CEM, ISEB, Kent & Bucks)
Cancel anytime; no hidden fees. Prices include VAT.
Can I get a refund?
Yes - UK consumers have 14 days from sign-up to cancel for a full refund (Consumer Contracts Regs 2013), unless the service has been used substantially. After that, cancellation stops the next billing cycle but doesn't refund the current month. Email us.
How do I cancel my subscription?
Go to Billing → click "Cancel plan". Your plan stays active until the end of the current billing period.
I forgot my password.
Click "Forgot password?" on the sign-in page and enter your email. We'll send a reset link (valid for 1 hour).
Does my child's progress sync across devices?
Yes - everything saves to your account. Sign in on any phone, tablet, or laptop and progress, flashcards, achievements, and settings all follow you.
Does it work offline?
Core practice questions work offline once loaded. Progress syncs the next time you're online. Dr Nile AI tutor needs a connection.
Is it safe for my child?
Yes. No ads, no third-party trackers, no data sold or shared. Data hosted in the UK/EU. Dr Nile has content filters and a safeguarding flagging system. Parents can set a PIN to lock access. See our Privacy Policy for full detail.
How do parents monitor progress?
Open the Parent Dashboard from the bottom menu, enter your Parent PIN, and you'll see accuracy by subject, time-on-task, streaks, and weakest topics. PIN prevents children from fiddling with the stats.
How does my school set up class accounts?
Email us at [email protected] and we'll set you up with a school code and teacher dashboard.
Is Dr Nile always right?
No - AI models can make mistakes. Dr Nile is here to explain concepts and give study help, but always double-check facts for homework or exams. If you spot a wrong answer, email us and we'll look into it.
How do I delete my account?
Email [email protected] from the account's email address. We'll delete everything within 30 days (usually 48 hours) and send a confirmation. You can't undo this.
I found a bug / wrong answer.
Please tell us! Email [email protected] with a screenshot if you can. Bug reports genuinely help us make the app better.