How can we help?

Contact Dreambly

Email support@dreamblyme.com. We will use the information in your message only to answer your support request.

What to include

To help us reproduce a problem, please include:

• the story, page, or game where it happened;
• your iPhone or iPad model and iOS version;
• the version shown under Parental settings → App status; and
• a screenshot or short screen recording, if possible.

Sound or narration is not playing

Check the device volume, turn off Silent Mode, and tap the reader once to allow playback. If narration still does not begin, close Dreambly World completely and open it again.

Progress or profiles

Story progress and explorer profiles stay on the device. Removing the app or clearing its storage can remove that local progress. Parental settings include the tools intended for managing family profiles.

Personalized Story Edition

Personalized editions are created by a parent or legal guardian in Parental settings. Children only read or listen to the finished edition; they never enter a name, hear a name preview, or create anything themselves. Parental settings lock again as soon as you return to the stories, and always within 15 minutes, so creating or editing an edition asks for your PIN each time while the finished edition keeps playing for your child.

The current web playtest includes a no-charge preview under Parental settings. It does not create a real transaction. When store purchasing is enabled, the same area will show the store’s localized price and a Restore purchase action. Personalization choices remain attached to the selected explorer profile.

Before testing matching narration, open Parental settings and choose Enter beta access code. Read the notice, confirm that you are the parent or legal guardian, and enter the code Dreambly gave you. The code is not an account, and Dreambly does not ask for your email. Then choose up to two characters, enter a new one-word name for each, optionally choose the story pronouns used for that character (keep the original, she/her, he/him, or they/them), and select “Hear in story voice.” Optional pronunciation help lets the parent adjust how the story’s approved narrator says a name before creating the complete edition. Story pronouns only change how the story refers to that character; they are not a request for a child’s gender. No name is sent before the code is accepted. Each code includes a small number of test editions at no charge; the editor shows how many are left, and support@dreamblyme.com can help if you need more.

Dreambly’s private service receives the names, pronunciation help, character choices, and story-pronoun settings needed to build the edition’s wording. The narration text for a personalized edition, including the chosen names or pronunciation spellings, is processed by our voice-generation provider and may be kept in Dreambly’s account history; the provider is not obliged to delete them, and nothing in that history identifies your family. The provider’s name is available on request from support. Dreambly’s own hosted copy is deleted as soon as this device downloads the edition, and always within 24 hours. The privacy policy describes the training opt-out Dreambly sets on its provider account.

To stop personalization, choose Parental Settings → Privacy → Remove personalization & delete. This blocks future name transmission and removes personalized choices, cached samples, downloaded narration, and matching captions from this device. It also revokes the server token and deletes linked hosted jobs. If the device is unavailable, email support@dreamblyme.com or call (512) 650-8563 for parent access, removal, or deletion help. Postal mail reaches Dreambly Me, LLC at 5900 Balcones Drive STE 100, Austin, TX 78731, United States.