Support and contact

Get in touch

Email contact@facilforge.com and we will reply by email.

Write from the address you sign in with, if you can. Sign-in is by emailed code, so that address is how we know an account is yours - we will not change anything on an account from a different address.

It helps to include:

• what you were trying to do, and what happened instead
• your child's first name as it appears in the app, if the question is about their profile
• whether you are on an iPhone or an Android phone

Please do not send your parent code or your child's PIN. We never need them, and we will never ask for them.

Signing in

The code has not arrived. Codes are sent the moment you tap Send me a code. Check the spam or junk folder first. If it is not there after a couple of minutes, tap Send a new code on the same screen; the older code stops working when the new one is sent.

The code says it is wrong. A code lasts an hour and works once. If you requested more than one, only the newest counts. Tap Send a new code and use that one.

I typed the wrong address. Tap Use a different email and start again. Nothing was created for the mistyped address.

The parent code and the child's PIN

My child has forgotten their PIN. Open parent mode, go to your child's page, and tap Reset PIN. You choose the new one; nothing else about their profile changes.

I have forgotten my parent code. There is no way to change it inside the app yet. Email us from the address you sign in with and we will sort it out with you. In the meantime you are not locked out: the code is only asked for when you open parent mode from the profile picker on a phone that cannot use Face ID or a fingerprint. Signing out (More, then Sign out) and signing in again with your email takes you straight to the parent side.

The subscription

Managing or cancelling. The subscription is handled by the store, not by us. On an iPhone, open Settings, tap your name, then Subscriptions. On Android, open the Play Store, tap your profile picture, then Payments and subscriptions. Cancelling keeps everything you have set up; you simply go back to the free plan when the current period ends.

I subscribed on another phone. Open the subscription screen in the app and tap Restore purchases. The subscription follows your account, not the handset.

I was charged but the app still says I am on the free plan. Tap Restore purchases first. If that does not fix it within a few minutes, email us with the date of the charge and we will look at it the same day we see it.

Devices

I want to use the app on my child's own phone. Install it there, sign in with your email once, and when asked who the phone is for, choose the option for your child. That hides parent access on that phone on purpose; their profile and PIN work exactly as on a shared phone.

A phone is leaving the family. Before you sell it or pass it on, open More and tap Forget this device. Your children stop appearing on that phone, and it would have to be set up again from scratch to use FacilQuest at all. Your family and everything in it stay exactly as they are on your other devices.

Deleting your account

Open More and tap Delete account, then confirm with Delete my account. This removes your family, every child profile, every mission and every balance. It is not reversible, and we do not keep a copy. If you would rather we did it, email us from the address you sign in with.

The full detail of what we hold and for how long is in the privacy notice. There is a version written for children too, and the terms of service cover the rest.

Who we are

FacilQuest is made by David Nunes Cuba, trading as FacilForge, a sole trader in the United Kingdom. Suite RA01, 195-197 Wood Street, London, E17 3NU. ICO registration reference ZC232413.