Contacting support

Real humans, not a chatbot. Here's how to reach us, when we're around, and what to include so we can help fast.

Hours

Our support team is online 9am to 6pm Central Time, Monday through Friday (US holidays observed). Messages that come in overnight, on weekends, or on holidays are queued and answered the next business morning.

Response time

We commit to a first reply within 48 business hours for every ticket. In practice, most messages get a first reply the same day. Family-plan subscribers get a priority 24-hour SLA.

If your issue is urgent (billing dispute, child can't access a chapter they paid for, suspected security issue), write URGENT in the subject line. We re-sort the queue hourly to pull these to the top.

How to reach us

• Contact form — fastest, creates a ticket we track end to end
• Email — support@rocketphonics.com goes to the same queue
• Reply to any of our emails — your reply attaches to your existing ticket automatically
• In-app — open the app, tap the gear icon, and choose Help & Feedback

What to include

Tell us:

1. What you were trying to do (e.g., "add a second child profile")
2. What happened instead ("error message said 'plan limit reached'")
3. Device + OS version ("iPad Air 10.9, iOS 17.2")
4. Screenshot if possible — saves 3 emails of back-and-forth

If it's a billing question, include the charge date and the last 4 digits of the card.

Escalation

If you've been waiting more than 48 business hours and haven't heard from us:

1. Reply to your original ticket email with "ESCALATE" in the subject.
2. Or CC escalations@rocketphonics.com on a fresh message.

An escalated ticket goes directly to a senior support agent or the operations lead. We take SLA breaches seriously and will explain what went wrong.

What we can and can't do

We can: Reset passwords, resend verification emails, process refunds, apply courtesy credits, unlock chapters in development, merge duplicate accounts, export your data.

We can't: Disable COPPA verification (legally required), share another parent's account details, recover a password without email access (we'd be defeating our own security). For those, we'll walk you through the right path.