Locked out? Don't worry, getting back in is usually quick. Ello 2.0 has no password. You log in with your phone number and a code sent by text (SMS). If you need to change your phone number or email, our support team can do it for you.
How do I log in to Ello 2.0?
Open Ello 2.0 and enter the mobile number you signed up with, including the country code.
Wait for the text message with your verification code.
Enter the code to log in.
Make sure you're in Ello 2.0, our main app. It has an orange icon and is listed as Ello 2.0: Learn Math & Reading on the App Store and Learn Math & Reading: Ello 2.0 on Google Play.
Can I log in with a password or email instead?
No. Ello 2.0 uses your phone number and a text code only, so there's no password to reset.
How do I log out of Ello 2.0?
Tap the menu icon (three lines) in the top left.
Tap the gear icon, then Manage Settings.
Complete the adult verification.
Scroll down and tap Logout.
To log back in, use the same phone number and the new text code we send you.
How do I switch to another child's profile?
You don't need to log out to switch between children.
Tap the menu icon (three lines) in the top left.
Tap your child's avatar, just above the gear icon.
Tap the child you want to switch to. If you see Confirm, tap it.
To add another child, see How Do I Manage My Child's Profile or Add Another Child in Ello 2.0?
Why isn't my code arriving?
Work through these in order. Most parents are back in within a few minutes.
Check the number and country code. It must match the number you signed up with exactly. A single wrong digit is the most common reason a code never arrives.
Give it a minute or two. Text delivery can lag depending on your carrier. Wait at least a full minute before trying again.
Request a new code. Use the resend option on the verification screen.
Check your signal. Make sure you have cell service or mobile data. On Wi-Fi calling, try switching to cellular.
Check your message filters. Some phones filter texts from unknown senders. Look in filtered, spam, or junk folders.
Restart the app. Close Ello 2.0 completely, reopen it, and request a code again.
My country isn't in the phone number list. Is that the problem?
Very likely. The country picker lists only the United States and Kenya, where Ello 2.0 is live right now. Ello 2.0 isn't available in other countries yet, so a number from anywhere else can't receive a code. For updates on new countries, follow Ello on Instagram and Facebook. See Is Ello 2.0 Right for My Child? Grades, Countries, Language, and Learning Needs
I'm not sure which number I used, or I've changed numbers. What do I do?
Try any mobile numbers you might have signed up with. If you've changed numbers or still can't find the account, contact our support team. We'll help you get back into your original account, where your child's progress is saved. Accounts can't be merged, so a new account would start without it.
Adding a second child is different: you can add a new child profile in the same account, so there's no need for a new one. See How Do I Manage My Child's Profile or Add Another Child in Ello 2.0?
Can I change my phone number or email myself?
Not yet. Email addresses and phone numbers can't be changed in the app or on the website, in either Ello 2.0 or Read with Ello, our legacy app. Our support team handles it for you. In Ello 2.0, your phone number is how you log in, so it's worth keeping it up to date.
How do I request a phone number or email change?
Contact our support team and tell us:
The current email address or phone number on the account.
The new email address or phone number you'd like to use.
Which app you use, Ello 2.0 or Read with Ello.
We verify the request against the account before making any change, and we'll confirm with you once it's done. In Ello 2.0, your verification code then goes to the new number.
I've lost access to my old phone number or email. Can you still help?
Yes. Get in touch with as much detail as you can about the account, and we'll work with you to confirm it's yours and get you back in. We'll update your existing account so your child keeps their progress.
Still stuck?
Reach out to our support team with the phone number you signed up with and which app you're using. See Contact Support and Response Times.
Using our legacy app, Read with Ello? See What Is Read with Ello (Legacy App), and How Is It Different from Ello 2.0?