Support
Got a story that didn't land, a narration that won't play, or a credit that disappeared? We want to know. Elluna is designed around the realities of bedtime — so the last thing it should do is leave a tired parent stuck at 9 pm.
Email us: support@ejmdigital.com.au
We aim to reply within one working day. If you're writing about a billing issue, include the rough date and time of the purchase and we'll trace it.
Common questions
A narration failed — was I charged? No. Any failed narration is refunded automatically. If you tap to narrate and the audio never plays, the credit isn't taken. If you tap a second time and it works, only one credit gets used. If you believe you were charged for a failed narration, email us with the rough timestamp and we'll trace it.
A story made my child uncomfortable or upset. We're sorry. Tap the "Report this story" link on any story to flag it so a real person reviews the content; the report goes to our team, not back into the prompt for next time. If you want to follow up directly, email us with what happened.
I changed phones — where are my saved stories? Your favourites are saved to the cloud and tied to a random identifier that lives on your device. If you uninstall and reinstall on the same phone, they should come back automatically. If you switched to a new phone with the same Apple ID, sign in to your Pro subscription on the new device — the favourites arrive once the subscription state syncs. If they don't, email us and we can usually recover them.
How do I cancel my subscription? Subscriptions are managed through your Apple ID or Google account, not through Elluna directly. On iOS, open Settings → tap your name → click "Subscriptions" → tap Elluna → tap Cancel. On Android, use the Play Store app → tap your profile → "Payments & subscriptions" → "Subscriptions" → tap Elluna → Cancel. Your current period runs out as scheduled and you keep access until it ends.
I'm a Pro subscriber but the app says I'm not. Close the app fully (swipe up from the App Switcher) and reopen it. Elluna re-checks your subscription state with Apple/Google on each launch. If the issue persists, email us with the email address on your Apple ID and we'll help.
I bought a top-up pack and the credits didn't arrive. Wait 30 seconds — the receipt sometimes takes a moment to clear between Apple/Google and our servers. If they still haven't appeared, force-close and reopen the app; it triggers a fresh receipt check. If that doesn't work, email us with the rough time of purchase.
Can I get a refund? Refunds for in-app purchases are handled by Apple or Google, not by us. On iOS, go to reportaproblem.apple.com to request one. On Android, contact Google Play support. If you've had a bad experience and want us to know — write to us directly.
Privacy & account
Elluna doesn't have user accounts. There's nothing to log into, no password to reset. Your device generates an anonymous identifier on first launch which is how we recognise you across free, Pro, and saved stories. The privacy policy explains exactly what we keep and for how long.
If you'd like every trace of your device removed from our systems, email us with your device's anonymous identifier — you can find it under app Settings — and we'll delete the row and reply when it's done.
Terms of use
The terms page covers what you can and can't do with Elluna (be kind, don't try to make the AI generate anything inappropriate, that kind of thing).