Read with Ello is our legacy app for existing members. You manage your subscription and billing wherever you're billed: Apple if you subscribed through the App Store, or portal.helloello.com if you subscribed on our website. Not sure which? Contact our support team with the email address on your account and we'll check. Please don't send full card numbers.
How do I cancel if I subscribed through Apple?
Apple manages this billing, so Ello can't cancel it for you.
Open Settings on your iPhone or iPad.
Tap your name at the top, then tap Subscriptions.
Tap Read with Ello, then Cancel Subscription, and confirm.
Apple also has a guide on how to cancel a subscription.
How do I cancel if I subscribed on your website?
Log in at portal.helloello.com with your phone number, select Manage subscription, then Cancel Subscription. Or in the app, tap the profile icon in the top left, tap Manage Settings, complete the Adult Access verification, and manage your subscription there. Otherwise, our support team can cancel it for you.
What happens after I cancel?
You keep access until your current billing period ends, with no further charges. Your child's progress stays with your account.
Can I pause or switch between monthly and annual?
There's no built-in pause. Need a break? Contact our support team and we'll find the best option for your family.
To switch plans through Apple, use your Apple subscription settings. On our website, select Manage subscription, then Manage Payment & Billing, or contact our support team.
How do I update my card or fix a failed payment?
Through Apple: open Settings, tap your name, then tap Payment & Shipping and update your card. Apple retries automatically, and access returns once the payment goes through.
On our website: log in at portal.helloello.com, select Manage subscription, then Manage Payment & Billing. This opens Stripe, our payment provider, where you can change your card or billing details, and the payment is retried automatically.
Payments usually fail from an expired card, low funds, a bank flag (call your bank to approve it), or a mismatched billing address.
Why was I charged after canceling?
Timing: canceling stops renewals but doesn't end the current billing period early.
The cancellation didn't finish: check your Apple subscriptions (steps above) or Manage subscription on our website, and cancel if it's still active.
Another Apple ID: it may sit on a family member's or child's Apple ID.
A trial ended before it was canceled.
Why does my subscription say "Inactive" when I'm still being charged?
It's a known display bug we're fixing, and your subscription wasn't canceled. To see the real status, check your Apple subscriptions (steps above). An active subscription shows a renewal date, and you can cancel there. Not listed? Check other Apple IDs on your devices.
How do I request a refund?
Through Apple: only Apple can refund App Store purchases. Visit reportaproblem.apple.com, sign in, find the Ello charge, and select Request a Refund. Apple makes the decision. If a letter from us confirming an issue with your account would help, just ask.
On our website: there's no self-serve refund page. Contact our support team and we'll review your request. If approved, a refund typically appears within 5 to 10 business days.
How do I use a promo or gift code?
There are no more promo codes for Read with Ello. Please check out our Ello 2.0 app instead!
What happened to the Read with Ello discount program?
Our Ello Access discount program (the Read with Ello Subscription Discount Program) has been discontinued, with no new applications. If you already have the discount, you keep it on your Read with Ello subscription. If that subscription is active, Ello Unlimited on Ello 2.0 can be included at no extra cost very soon (see below). There isn't a separate discount on Ello Unlimited right now. The team knows Ello Access families are asking about it, and we'll let you know if that changes. For questions about your Read with Ello rate, contact our support team.
Can I try Ello 2.0 too?
Yes. If your Read with Ello subscription is active, sign up for Ello 2.0 on the latest version of the app with the same phone number or email you use for Read with Ello. Ello Unlimited is then included at no extra cost, and your Read with Ello subscription keeps working as usual. One Read with Ello subscription covers one Ello 2.0 account. We'll share an update once this is fully live, very soon. Your child's Read with Ello progress stays in Read with Ello, and they start fresh in Ello 2.0. See What Is Ello 2.0, and How Do I Download and Sign Up?
Already have an Ello 2.0 account, or cancelled Read with Ello? Contact our support team and we'll check for you.
Questions? See Contact Support and Response Times. Using Ello 2.0? See How Do I Fix an Ello Unlimited Payment, Charge, or Refund Issue?