We're here to help
Story Universe is an independent New Zealand-based sole trader operating at herotales.org. Email us for help with your account, family data, payments or stories. We aim to reply within two New Zealand working days.
Email support
Write your topic in the subject line, and include the email address on your account. Never send us passwords or card numbers.
Account and sign-in
Can't sign in, need to change your email, or want your family's data deleted.
Payments
A payment failed, you were charged twice, or you would like a refund on a credit pack.
Missing credits
You bought a pack and the credits have not appeared. Include the date and pack name.
Story problems
A chapter didn't finish, repeats itself, or doesn't feel right for your child's age.
Illustrations
A picture didn't appear, or your child's hero doesn't look the way you approved.
Ideas and feedback
Anything you'd like Story Universe to do next.
Looking for our policies? See Privacy, Terms, Credits and refunds and Child data and safety.