Below are a few common questions about the Canticos app.
For additional questions not covered, please feel free to contact us here.
If you have purchased our app already and are being asked to pay again, we recommend tapping on the Restore Purchase button located below the subscribe/buy button on the Upgrade screen. Follow any subsequent prompts to enter your ID. Remember, you’ll never be charged when using the restore function.
If it doesn’t restore, check your credit card statement as charges may not have gone through if the process wasn’t finalized.
Lastly, make sure that you are using the same email address that you used to create your account (ie. if you subscribed on iOS, make sure that you are logging in with the same email as your Apple ID on other devices.)
Click the “I forgot my password” button, and check your email address for a message from Encantos.
Yes, you can. If you have created an account within the app, you can just log in on any device using the same email and password you used to create your account, to have access to your subscription and progress.
When you subscribe, you won’t get charged for the first 7 days, so you can try the app for free during that time. If you decide to cancel before the end of that period, you won’t be charged. But if you keep your subscription active, you will be charged at the end of the 7-day trial period.
The subscription is auto-renewable.
If you purchase the Monthly plan, the subscription will be renewed at the end of every one month period.
If you purchase the Yearly plan, the subscription will be renewed at the end of every one year period.
You can cancel your subscription inside the app, by going into the Parent Portal and selecting My Account. Then click “Cancel Subscription” under Subscription Status. The app store page will open and once you find the Canticos Bilingual Preschool app, click on it. Click on the “Cancel Subscription” button. You can also go to the app store directly and under “Manage Subscriptions”, you may cancel the app.
You can also cancel your subscription in your iPhone’s settings, by going into Settings, tapping your Apple ID settings, and then going into the Subscriptions section. There, you can manage all the subscriptions on your device.
On your phone or tablet, open the Google Play Store. Check to make sure you’re signed in to the correct Google Account. Tap your profile picture. Tap “Payments & Subscriptions”. Tap “Subscriptions”. Select the Canticos app subscription. Tap Cancel subscription. Follow the instructions.
If you purchased our app through the App Store:
If you purchased our app through Google Play :
You can request a refund directly through Google Play following the instructions on this link or you can email us at [email protected]. Please include the email you use for your Google Play account, and the email you used to create your Canticos app account (if different), and we will be able to help.
If you purchased our app through our website :
Please email us at [email protected] with the email you used to create your Canticos app account and we will be able to help.
- Please make sure you have the latest version of the app updated.
- Restart your phone and try again.
- If you are still having issues, please email us at [email protected] and let us know the following:
What is the issue you are having? (please try to be as specific as possible)
What device and model are you using?
What operating system version (OS) is your device running on (for example, iOS 13.5)?
Was your phone/tablet connected to wifi or was it running through your phone provider?
What version of the app are you using? You can check this in the Parent Dashboard, in the About section.
What email did you use to create your Canticos app account?
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