Support

    Last updated: 2026-05-09

    Wunderli is built by a small family team in Zurich. If something isn't working or you have a question, we want to hear from you. This page covers what parents ask us most often.

    The fastest way to reach us is by email: hello@wunderliapp.com. We read every message ourselves and aim to reply within two working days.

    Account

    How do I create an account?

    You can sign in with Apple, Google, or by creating a Microsoft Entra External ID account with an email and password. These are the only sign-in methods. The account is intended to be created and managed by an adult parent, legal guardian, or adult account holder.

    How do I sign in on a new device?

    Open the app and sign in with the same Apple, Google, or email account you used originally. Your saved stories and Credit balance will be linked to that account.

    How do I delete my account?

    Open the app, go to Settings, and choose Delete Account. The flow is protected by a parent gate to reduce accidental deletion by younger children. Deletion is permanent: saved stories, character names, and Credits cannot be recovered. Signing in again with the same Apple, Google, or email account afterwards creates a new account. See our Privacy Policy for full details on what gets deleted and what records may be retained where legally required or permitted.

    Credits, subscriptions, and purchases

    For the full conditions governing subscriptions, Credit Packs, refunds, and account deletion, see our Terms of Use.

    What are Credits?

    Credits are the in-app balance used to generate stories. You can receive Credits through a subscription, a free trial, welcome credits, or by purchasing a Credit Pack. Credits have no cash value and are not transferable.

    How do I subscribe or buy a Credit Pack?

    All purchases go through the Apple App Store or Google Play Store. Tap a subscription or Credit Pack in the app and complete the purchase using your Apple ID or Google account.

    How do I cancel my subscription?

    Subscriptions are managed by the App Store / Google Play, not by Wunderli.

    • iOS: Settings → your Apple ID → Subscriptions → Wunderli → Cancel.
    • Android: Play Store → Profile → Payments & Subscriptions → Subscriptions → Wunderli → Cancel.

    Cancel at least 24 hours before the end of the current period to avoid auto-renewal.

    How do I get a refund?

    Refunds are also handled by the App Store / Google Play. Wunderli cannot process refunds directly.

    If a refunded Credit was already used, your Credit balance may become negative. You can clear it by purchasing more Credits or, if you have an active subscription, waiting for the next subscription renewal.

    A story failed. Were my Credits charged?

    If story generation fails due to a technical error, we try not to charge Credits where technically possible. If Credits were deducted for a failed generation, write to us at hello@wunderliapp.com with the approximate time of the failure and we will look into restoring them.

    Stories and characters

    A story sounds wrong or contains something inappropriate.

    Please report it directly from inside the app. Open the story, tap the menu, and choose Report. The report flow is protected by a parent gate. Generated content is checked by automated safety systems, but no system is perfect, and your reports help us improve safety.

    Why can I only choose from preset story options?

    We deliberately don't allow free-form story prompts. This keeps generated content safer for children. You choose theme, style, character, length, and ending; the story is built around those choices.

    Why is there a 30-character limit on character names?

    For safety reasons. Names are also checked by automated safety systems before being saved.

    Can my child use Wunderli without the internet?

    Once a story has been generated, it lives on your device and can be played offline. Internet is only needed to create a new story.

    Languages

    Wunderli supports English, German, and French. Each language is natively narrated, not translated. You can change the story language in Settings or before starting a new story.

    Privacy and data

    For everything about how we handle data, account information, character names, generated stories, purchases, diagnostics, see our Privacy Policy.

    For child safety and age-suitability information, see our Child Safety page.

    If you want to exercise a data-protection right (access, correction, deletion outside the app, portability), write to hello@wunderliapp.com.

    Technical problems

    The app crashes or won't open.

    Make sure your iOS or Android version is up to date and that you have the latest version of Wunderli. Restart your device. If the issue persists, email us with your device model and operating system version.

    I can't sign in.

    If you're using Sign in with Apple or Google, check that you're on the correct Apple ID or Google account. For email and password, use the password reset flow on the sign-in screen.

    My Credits disappeared after a refund.

    This can happen if you requested a refund through the App Store or Google Play. The Credits associated with that purchase are removed from your account. See "How do I get a refund?" above.

    Contact

    ArvenX GmbH

    Wehrenbachhalde 47

    8053 Zürich

    Switzerland

    Email: hello@wunderliapp.com

    Website: https://wunderliapp.com

    We're a small Swiss family team. We read every email ourselves and aim to reply within two working days.