Contact PEQUEDU Support

You can contact PEQUEDU Support about things such as:

• problems registering or verifying your account;
• login or account-access problems;
• questions about your subscription or Premium access;
• payment or billing questions;
• problems with a Profile;
• technical problems or unexpected behaviour;
• problems with games, activities, rewards or achievements;
• questions about PEQUEDU features;
• accessibility or usability problems;
• privacy or data-protection questions;
• questions about our Terms & Conditions or other legal documents; and
• anything else you think we should know about PEQUEDU.

If you're not sure which category your question belongs to, simply contact us and explain what happened.

For common questions, you may find an immediate answer in our FAQ.

You can also consult:

• Privacy Policy
• Terms & Conditions
• Legal Notice
• Cookie Policy

These pages are publicly accessible and do not require a PEQUEDU account.

If you are having trouble accessing your account, please tell us what is happening.

Useful information may include:

• the email address associated with the account;
• the approximate time the problem occurred;
• the device you are using;
• the browser or app you are using; and
• the exact error message, if one appears.

IMPORTANT:

Never send us:

• your password;
• your Parent PIN;
• your full payment-card number;
• your card security code (CVV/CVC);
• authentication codes; or
• other sensitive security credentials.

We will never need your password or payment-card security code to investigate an ordinary support request.

PEQUEDU subscriptions and payments are processed through Stripe.

If your question concerns:

• a subscription;
• a trial;
• a payment;
• a failed payment;
• a cancellation;
• billing; or
• Premium access,

please explain the issue clearly in your email.

For security, do not send complete payment-card details by email.

Where appropriate, PEQUEDU Support may ask you for limited information needed to identify the relevant account or transaction.

If something is not working correctly, please include as much useful information as possible.

For example:

• What were you trying to do?
• What happened?
• What did you expect to happen?
• Did the problem happen once or repeatedly?
• Which device were you using?
• Which browser were you using?
• Which PEQUEDU page or game were you using?
• Can you reproduce the problem?
• Did refreshing the page change anything?

Screenshots can be very helpful when they do not contain sensitive personal information.

For more structured technical reports, you can also use Report a Bug.

Please do not send unnecessary personal information by email.

Only provide information that is genuinely relevant to your support request.

In particular, do not send:

• passwords;
• Parent PINs;
• payment-card details;
• authentication codes; or
• sensitive information about a child that is not necessary to resolve the issue.

For information about how PEQUEDU processes personal data, please see the Privacy Policy.

The easiest way to contact PEQUEDU is by email:

support@pequedu.com

Please use a clear subject line such as:

• "PEQUEDU login problem"
• "PEQUEDU subscription question"
• "PEQUEDU technical problem"
• "Privacy question"

This helps us understand your request more quickly.

PEQUEDU currently supports:

• English
• German
• Spanish
• Valencian

You may contact PEQUEDU Support in any of these languages.

We will review your request and provide assistance where we can.

Please understand that response times can vary depending on the nature and complexity of the request.

We do not promise a specific response time unless PEQUEDU expressly states one elsewhere.

If we need additional information to investigate your request, we may ask you for it.

For security reasons, we will never ask you to send your password or complete payment-card security information.

If you believe that PEQUEDU has made a mistake, that something on the website does not comply with an applicable requirement, or that you have another legal or contractual concern, please contact us first at:

support@pequedu.com

We genuinely prefer to resolve mistakes, misunderstandings and technical or legal issues directly and constructively wherever possible.

This request to contact us first does not restrict or remove any mandatory statutory rights, remedies, complaint procedures or deadlines that may apply to you.

PEQUEDU Support will never require you to disclose your:

• password;
• Parent PIN;
• full payment-card number;
• CVV/CVC;
• one-time authentication code; or
• other account-security credential

by ordinary support email.

If someone contacts you claiming to represent PEQUEDU and asks for this information, do not provide it.

Contact us directly through:

support@pequedu.com