Writing to support

In the parent app: the round support button at the bottom right (on every tab except the map and the chat) or “Settings” → “Write to support”. On the website — the “Support” button in the bottom right corner. In Telegram — the bot @kidpair_support_bot (t.me/kidpair_support_bot). Describe what happened and on which phone. The developer answers, usually within a day: the answer comes to the same chat — in the app also as a notification, and from the website also by e-mail if you left one.

First the “KidPair helper (AI)” answers — at once, from this help. If it doesn't know the answer or something needs checking, it passes the question to the developer. Under every answer of the helper there is “Report this answer”. The helper's answers are signed “🤖 KidPair helper (AI)”, the developer's — “👤 KidPair developer”. Once the developer joins the conversation, the helper goes quiet in it and only the developer answers. You can attach a screenshot (the “📎” button), and in the app and the Telegram bot also a screen recording of up to 50 MB: the helper looks at screenshots and frames of the video, the developer gets them whole. On the website — screenshots only. Before sending, cover passwords, codes and the child's name on the screenshot.

If the question is about something that happened to you — “why does it show…”, “where did the coins go”, “why didn't the limit work” — the helper asks whether it may look at your family's data. Answer “yes” and it looks at the children's phones, rules, screen time, tasks and coins, when map positions came (no addresses), finds the cause and explains it. If it is a KidPair mistake, it passes a description to the developer. The access is for that conversation only and no longer than a day; the helper doesn't see the children's chat, sound or photos.

Every question is its own conversation with its own number. For a new question, tap “New question” in the support window; if nothing happened in a conversation for a day, the next message starts a new one by itself. Past ones are under “Past conversations”: you can read them again, and “Continue this conversation” takes you back to one. The helper asks for permission to look at the family's data again in every conversation. In Telegram, a new question is the /new command.

Writing to the Telegram bot? So the helper can see your family there too, open the “Support” window in the kidpair.net cabinet → “Support code” and send the six digits to the bot. The code works for a day and once.

Once your question has been answered, “Is your question solved?” appears under the answer. Choose “Yes, solved” and “Rate the help” appears: 1 to 5 stars, one tap, and you can change it. With 1 to 3 stars you can say what went wrong. Choose “No, I have another question” and just keep writing. There is one rating for the whole conversation, and it is kept with it. In Telegram the same buttons are right under the helper's answer. In the app, “New question”, “Past conversations” and “Support code” are in the ⋮ menu at the top of the window.