You can reach the Ello support team by email at [email protected] or by text at (855) 765-5536. Our hours are Monday to Friday, 9:00 AM to 5:00 PM PT, excluding holidays.
How do I contact Ello support?
Email: [email protected]
Text: (855) 765-5536
Mail: Ello Technology, Inc., 24 Shotwell St, San Francisco, CA 94103, USA
What are your support hours?
Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding holidays.
Messages sent outside those hours are picked up when we're next open, so a weekend or evening message will be answered the following business day.
What can support help with?
We can help with account and login problems, billing and cancellations, refunds, app and device troubleshooting, child profiles, getting started with Ello 2.0, and questions about your child's data or privacy.
For requests about your child's information, such as reviewing it, getting a copy, correcting it, or deleting it, message our support team and a member of our team will handle your request personally. We verify each request against the account first and aim to respond within 30 days (within 7 days in Kenya). See How Do I Manage My Child's Data and Help Improve Ello?
To withdraw consent, turn off the "Help Improve Ello" toggle (General Service Improvement) in the Ello 2.0 app: tap the menu icon, then the gear icon, then Manage Settings. Turning it off also deletes your child's data. Only you, the parent, can change this setting. See How Do I Manage My Child's Data and Help Improve Ello?
What should I include when I write in?
The email address or phone number on your Ello account.
Which app you're using: Ello 2.0 (listed as Ello 2.0: Learn Math & Reading on the App Store and Learn Math & Reading: Ello 2.0 on Google Play) or Read with Ello (our legacy app).
Your device and, if it's a technical issue, what happened right before the problem.
A screenshot or screen recording if you have one.
Having these to hand usually saves a round of back-and-forth.
Can I get help faster on my own?
Often, yes. Our Help Center covers most common questions: logging in, canceling, refunds, device support, getting started with Ello 2.0, and troubleshooting. Search at the top of the Help Center or browse by topic.
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You can also read our Privacy Policy, Children's Privacy Policy, and COPPA Notice.