How can we help?
Answers to common questions — and a real person if you need one.
Talk to us
Email us from the address you use in the app. We usually reply within one working day.
Subscription
I subscribed but videos are still locked
Open the app, press and hold ⚙ Grown-ups, and sign in with the email you used. Then tap “Restore purchase” on the subscription screen. Pending payments (for example UPI) unlock as soon as the store confirms them.
How do I cancel?
Android: Google Play → profile → Payments & subscriptions → Subscriptions → Child Runway → Cancel. iPhone/iPad: Settings → your name → Subscriptions → Child Runway → Cancel. You keep access until the end of the paid year.
Can I get a refund?
Refunds are handled by Google Play or Apple. You can request one from their websites; if anything goes wrong, email us and we will help.
I switched from Android to iPhone (or back)
Install the app on the new phone and sign in with the same email. Your subscription comes with you.
Phones & sign-in
The app says it moved to another phone
A subscription works on one phone at a time. Sign in again on the phone you want to use and choose “Move to this phone”.
It says I moved phones too many times
To prevent sharing, a subscription can move 3 times in 30 days. Lost or reset your phone? Email support@childrunway.com from your account email and we will reset it.
I did not get the sign-in code
Check spam or promotions folders, and make sure the email is spelled correctly. Codes work for 10 minutes; you can request a new one after 30 seconds.
Seatbelt lock & time limit
How do I lock the app on Android?
Grown-ups corner → Seatbelt. Turn on App pinning and “Ask for PIN before unpinning” in Android settings, then tap “Fasten seatbelt”. To unlock, tap the green seatbelt and answer the grown-up question.
How do I lock the app on iPhone/iPad?
Settings → Accessibility → Guided Access → On, and set a passcode. Open Child Runway and triple-click the side (or Home) button, then Start. Triple-click again and enter the passcode to end it.
How do I give more time today?
On the “Time to land” screen, tap +10 min (grown-up) and answer the question. Or change the daily limit in the Grown-ups corner.
Videos & storage
Videos are not downloading
Downloads wait for Wi-Fi unless you allow mobile data in the Grown-ups corner. Tap “Download now” there to retry.
How much space does it use?
Each video is about 2–3 MB. The Grown-ups corner shows the total and lets you remove downloads at any time.