Support
Something not working? Write to us.
When Baby’s Home is in private beta and a real person reads every message. If the product is getting in your way during the first weeks home, say so plainly and we will sort it out.
Get in touch
Email is the only support channel right now, and it reaches us directly. Pick the button that fits so we know what to read first.
Common problems
If you are a helper
Helpers do not have accounts, so there is nothing to reset and nothing to look up. Your access is the private link the family sent you, plus a six-digit code we email you to check the address is yours.
My code did not arrive
Check your spam folder first. A code works for 10 minutes, so ask for a new one if the old one has run out; the “Send a new code” button turns on half a minute after the last one went. If nothing arrives at all, the family’s messages may not be reaching your address. Ask the family to send you their private link again, and use the same email address. We cannot look up a household or resend a family’s link for you, because we cannot tell who is asking.
Lost the link
Open any email the family’s plan has sent you and press “Open the family’s page”, then enter the address the family has for you and the six-digit code we send. An older link of your own, or an older “Review selections” button, takes you to the same place. If you have no email from them either, ask the family to send their link again; they can share it from their household at any time.
The link no longer works
The family may have retired it. If they did, any code they had already sent from it stops working too. Ask the family for the current one, then check in with a fresh code.
Can you send me the family’s link?
No. We cannot look up a household on your behalf or send you a family’s link. That boundary is deliberate, and it is what keeps a private plan private.
The family hasn’t okayed me yet
Some activities need the family’s okay before you can pick a real time. That decision is theirs alone, and we cannot approve it for you because we cannot verify who is asking. Your hand stays raised while you wait, and we will not remove it on your behalf either.
If you are an organizer
The sign-in email has not arrived
Give it a minute, then check your spam folder. Sign-in links are single use, so use the newest one you received. If nothing arrives, write to us with the address you are trying.
A helper says they never got an email
Open your household and look for the delivery notice. When a message cannot be delivered, the product tells you and offers a private link you can send yourself through your own messages.
The homecoming date is wrong
You can correct it. Your dated plan moves with it, and anyone who already signed up is told about the change.
You want to stop or close the household
The owner can archive or delete it from Household settings (the gear on the household). Archiving keeps the data and ends all access. Deleting removes everything within seven calendar days. See retention details.
How do I delete my account?
Sign in, then open Delete my account from the account menu on your households screen, or from Household settings under Your account. Your name and email go straight away and your sign-in stops working. It is not the same as deleting a household: the households you organize stay with their other organizers, so if you own one you will be asked to hand it on, archive it or delete it first. What deletion does, in full.
Why didn’t I get a push?
Three things to check, in order. Notifications have to be allowed for the app on your phone, in your phone’s own Settings. The kind of notification has to be switched on under Notifications in Household settings, where every kind has an Email box and a Push box. And the app has to be signed in: signing out stops push on that phone until you sign in again. Email is unaffected by all three, and it is still how everything reaches you.
Can we add more weeks?
Yes, two ways. Choose the plan’s length on Your plan while you set up, from four weeks to a year. After the baby is home, add more weeks from the foot of the calendar, in whole weeks, up to a year total. Helpers cannot change the plan’s length.
What helps us fix it faster
- What you were trying to do
- What happened instead
- Roughly when it happened
- Phone or computer
Please do not send screenshots containing other people’s names or contact details, and never send us a password. We will never ask you for one.