Help & Support
Everything you need to know about using earsy
Quick Links
Getting Started
Create Your Account
Sign up with your email and verify your address. New users receive 3 free tale credits to try out the platform!
Add Child Profiles
Create profiles for your children from your profile page. This lets you personalize stories with their names and favorite places.
Browse & Preview Stories
Explore our library of Fiction, Factual, and Educational tales. Each story has a 10-second preview so you can hear the narrator's voice before personalizing.
Generate Your First Tale
Choose a story, fill in the personalisation fields (like names and places), and click generate. Your personalized audio will be ready in moments!
Download & Enjoy
Find all your generated tales in your Library. Download them for offline listening or stream directly from the website.
Frequently Asked Questions
What are tale credits?
Tale credits are used to unlock tales. A personalised tale (with your child's name woven into the story) costs 1 tale credit and is yours to keep forever. Original tales (the base story without personalisation) can be streamed free with any subscription. On the Lite plan, downloading an original tale costs ½ tale credit. Premium and Lifetime subscribers can download original tales for free.
How many tales can I get?
With Lite (£5/month), you get 10 tale credits per month. With Premium (£10/month), you get 20 tale credits per month. Lifetime Access (£90 one-time) gives you 240 tale credits upfront. All plans include unlimited streaming of original tales!
What's the difference between the plans?
Lite (£5/month) gives you 10 tale credits and unlimited streaming—download original tales for ½ credit each. Premium (£10/month) includes 20 tale credits plus free downloads of all original tales. Lifetime Access (£90 one-time) includes 240 tale credits, unlimited downloads, and access to all current and future tales forever—no subscription needed.
Can I buy extra tale credits?
Yes! You can purchase a credit top-up of 20 tale credits for £10 (£0.50 per credit) at any time. Top-ups are available to all subscribers and don't require changing your plan. Like all tale credits, topped-up credits never expire.
Can I cancel anytime?
Yes! Cancel your Lite or Premium subscription anytime from your profile page. After cancellation, you'll lose access to stream original tales, but any personalised tales you've created are yours to keep and download forever. Lifetime Access has no recurring charges.
Do unused tale credits roll over?
Yes! Tale credits never expire and accumulate over time. Even if you cancel your subscription, your credits are retained and can be used when you resubscribe.
What payment methods do you accept?
We accept all major credit and debit cards through our secure payment partner, Stripe.
Can I create multiple child profiles?
Yes! You can create as many child profiles as you need. Each profile stores a child's name and favorite places, making it quick to personalise stories for different children.
How long does it take to generate a story?
Most stories are generated within 30-60 seconds.
Can I re-download stories I've already generated?
Yes! Personalised tales are yours forever—download them anytime from your Library, even without an active subscription. Original tales require an active subscription to stream or download (Lifetime members have permanent access).
What audio format are the stories?
All stories are delivered as high-quality MP3 files, compatible with any device or audio player.
Is my data safe?
Absolutely. We take privacy seriously and never share your personal information with third parties. All payments are processed securely through Stripe. See our Privacy Policy for details.
Troubleshooting
Story generation is taking too long
Most generations complete within 60 seconds. If it's taking longer:
- Check your internet connection
- Refresh the page and check your Library to see if it completed
- If it fails repeatedly, contact support with the story name
I can't verify my email
If you haven't received your verification email:
- Check your spam/junk folder
- Make sure you entered the correct email address
- Request a new verification email from your profile page
- Contact support if the issue persists
Audio won't play or download
If you're having playback issues:
- Try a different browser (Chrome, Firefox, Safari, or Edge)
- Clear your browser cache and cookies
- Ensure you have an active subscription or tale credits
- Check that the download hasn't been blocked by your browser
My personalisation was rejected
We use a family-friendly content filter. If your input was rejected:
- Ensure names and places don't contain inappropriate language
- Keep personalisations under 50 characters
- Use standard characters (avoid special symbols)
- Contact support if you believe this was an error
Payment or subscription issues
For billing problems:
- Check your subscription status on your profile page
- Use the "Manage Subscription" button to update payment details
- Verify your card hasn't expired or been declined
- Contact support@earsy.ai with your account email for assistance
Still Need Help?
Get in Touch
Our support team is here to help you make the most of earsy
Response Time: We typically respond within 24 hours during business days
Ready to Create Magic?
Start creating personalised audio tales for your children today