Frequently Asked Questions

Zoog+ Membership

Zoog is a freemium app. That means some of the content in the app is completely free and some requires a membership. The first chapter of every Zoog storybook is free. In addition, there is a nice selection of free Zoogs that you can find on the ‘Freebies’ section of the ‘Create’ tab.

These can be recorded and shared for free, at any time.

 

Your recordings can always be viewed for free by the person/people you send them to, regardless of your membership status.


Zoog+ membership gives you:

  • Unlimited access to all the content in the app: Books, Songs, Greeting Cards, Jokes, and Early Learning. Our library is constantly growing.
  • Your Zoog creations are saved in your Memory Album, so you and your loved ones can always enjoy them.
  • Priority customer support
 

You can choose from the following plans: Monthly, Quarterly or Annual (with the Annual plan, you get a big discount). Your membership will automatically renew based on the plan you have chosen. You can cancel membership renewal at anytime.

 

To start your membership tap on the ‘Get Zoog+’ button located on the top-right corner of the ‘Create’ tab.

Zoog offers various free creations if you’re not ready to become a Zoog+ member yet:

 

  • Explore the ‘Freebies’ section of the ‘Create’ tab to enjoy Zoogs you can create at no cost.
    • To find the ‘Freebies’ section, scroll down on the ‘Create’ tab, until the menu become visible at the top and tap on ‘Freebies’

 

  • The first chapter of every Zoog book is free!

 

You can recognize the free Zoogs in the library by looking for titles without the Zoog+ ribbon.

Absolutely not! The recipient of your Zoog recordings does not need to have a membership, download the app, or pay anything to view it. They can simply open the link you share of your Zoog and view it on any device, at any time.

Yes! A Zoog+ pass provides the opportunity to gift Zoog+ to someone. This gives access to the entire library for two months.

 

How to Purchase a Zoog+ Pass:

  1. Navigate to the Profile tab in the Zoog app and click on the ‘Gift Zoog+’ button.
  2. Next, select one of the options: you can either purchase a single Zoog+ pass or opt for a bundle of three passes at a significant discount.
  3. Once you confirm your purchase, you’ll have the option to share the pass(es) immediately or keep them to share later.

 

How to Send a Zoog+ Pass:

  1. To share a pass, click on the ‘Send Pass’ button. It will be sent as a link.
  2. Choose your preferred method for sending the link to your recipient.
  3. When they open the link you sent, the Zoog+ pass will be activated for their account. If they do not yet have Zoog, they will first be directed to download the app.
  4. We’ll notify you when the recipient activates the pass.

Upon receiving a Zoog+ pass link, simply click on the link and your two free months of Zoog+ will begin!


If you don’t have the Zoog app installed, the link will direct you to the App Store. Download the app, complete the sign-up process, and then you can enjoy your two free months of Zoog+ 🎉

You can redeem your offer code by following these steps:

  1. Open the Zoog app and navigate to the Profile tab
  2. Click the Zoog+ button in the center of your screen
  3. Scroll down and click Redeem
  4. Enter your code and click Redeem

Family Sharing is a feature provided by Apple that allows you to share supported apps and subscriptions with up to 5 family members.

 

To set it up, please follow this guide from Apple: https://support.apple.com/en-us/HT201088

 

After you complete the initial setup, you’ll need to share your Zoog membership with your family members.

 

To do this:

  1. Open the Settings app on your iPhone/iPad
  2. Select Apple ID at the top
  3. Select Family Sharing
  4. Select Zoog from the ‘More to Share’ section
  5. Click ‘Share Zoog+ with Family’

If you wish to cancel your membership, please navigate to the Profile tab in the Zoog app. Tap on the button where you see your plan and expiry date, and select your plan. Then click Cancel Subscription.

As a first step, please make sure that you are using the correct Apple ID information related to your purchase.

 

You will be able to recognize the Apple ID used for your Zoog+ membership by searching for a confirmation email/payment receipt in your email inboxes.

 

Apple maintains a very strict data security policy and does not allow us to access, manage, cancel, or refund your subscription for you.

 

As a result, we cannot manage customer refunds. To submit your refund request you must do so through Apple.

 

Apple often gives customers reimbursement within 90 days of purchase. We suggest sending an initial refund request here.

 

If you are unable to cancel, have issues soliciting a refund, or would like to further information about your account, please contact Apple here. You will be able to message an Apple support agent and discuss your case.

Managing Your Zoog Account & Recordings

Indeed! To edit the title of your video, follow these steps:

 

  1. Go to the “My Stories” tab in the Zoog app
  2. Locate the Zoog you would like to rename in the list
  3. Tap on the three dots menu icon on the upper-right corner of the tile
  4. Select “Edit title”
  5. Edit the title of your video as desired.
  6. Tap on “Go” or any similar confirmation button to save the changes.
 

By editing the title, you can easily identify Zoog recordings of the same book for different children or any other purpose you have in mind.

Click here to view an instructional video for this process.

To delete a Zoog recording, follow these steps:

 

  1. Navigate to the ‘My Stories’ tab in the Zoog app
  2. Locate the Zoog recording you’d like to delete
  3. Tap on the three dots menu icon on the upper-right corner of the tile
  4. Select the ‘Delete’ option

 

*Note that once you delete your video, we will not be able to recover it. This is a permanent deletion.

 
Click here to view an instructional video for this process.

Zoog+ members are guaranteed storage during their membership. 

 

If you are not a Zoog+ member, your Zoog videos remain available unless you are inactive for a long period of time, at which point we reach out to ensure you have time to download your videos and store them locally. 

 

To download your Zoog videos to your device, follow these steps:

  1. Find the Zoog video you’d like to download in the My Stories tab
  2. Select ‘Send to…’
  3. Select the ‘Download’ option indicated by the downwards facing arrow

 

Currently, we do not delete your videos after your Zoog+ membership ends, however this may change in the future. This is because there are financial implications for storing these videos long-term. When this change is implemented, we will properly communicate this policy and allow you sufficient time to download your videos and store them locally.

 

Rest assured, your Zoog recordings are safely stored and we will contact you if they are marked for deletion.

Yes! When you log in, all your recordings and preferences will be synced across your devices. Ensure that you sign in using the same method as your original device. 

 

If you experience trouble signing in, or are unsure of the sign-in method you used originally, contact support@getzoog.com. You can also click the blue icon at the bottom right corner of this webpage to contact us.

Updating billing information can be done through your iPhone or iPad settings. Please see this step-by-step explanation from Apple: https://support.apple.com/en-il/HT201266

Troubleshooting

One possible cause for this problem could be that your iPhone/iPad is connected to an external audio device, such as AirPods, headphones, speakers, smart TV, CarPlay, or any other device while recording.

 

To troubleshoot this, please try disconnecting any external devices through your device’s Bluetooth settings, then attempt to record your Zoog again. You can turn off Bluetooth by swiping down at the top right corner of your screen, where the battery percentage is shown. In the menu that appears, tap on the blue Bluetooth icon on the left side. 

 

If the issue persists, restart the Zoog app. Then try to record again. To restart the Zoog app, you will need to enter the app switcher. From the bottom of your screen, slowly swipe upwards until you see a view of multiple open app windows. Here, find Zoog and swipe up on it. Then you can re-open Zoog from your home screen.

 

Please give these steps a try. If the problem continues, contact support@getzoog.com for further assistance. You can also contact us by clicking the the blue icon in the bottom right corner of this webpage.

Restarting the app is often the first step to try to solving an issue within Zoog. Here is a guide if you’re not sure how.

Using the Zoog App

The Zoog experience is powered by your phone’s front camera. With Zoog, you can film yourself reading books and singing songs to your loved ones. We add visual overlays over your recording to make you ‘part of the story’. This means that without camera access, you will not be able to enjoy Zoog.

 

Rest assured, Zoog does not access your camera unless you are inside the Zoog app, previewing or recording a creation.

There are a variety of Zoogs to create, including:

 

📚 Books: Classic tales and modern stories

🎵 Songs: For those who love to sing, Zoog’s karaoke songs feature lyrics and music

💡 Did You Know?: Engaging and amusing facts on diverse topics

🔍 Early Learning: Crafted to teach toddlers colors, numbers, and other basics

😂 Jokes: Humorous “Dad Jokes” to laugh with your loved ones

💌 Greeting Cards: Send personalized messages on special occasions such as holidays, birthdays, etc.

💭 Memories: Share your own stories from various parts of life.

 
Explore the Zoog library here.

Zoog are currently categorized by three age groups: “For Toddlers”, “For Preschoolers”, and “School Age.”


To explore the category best fit for your child, scroll down in the ‘Create’ tab and find the relevant row.

You will also find these categories at the top of the ‘Create’ tab, where you can tap on the one you’d like to view.

 

Note that if you are looking for a specific Zoog creation, you can use the Search button found in the top left corner of the ‘Create’ tab.

Currently our library is in English, but we will be expanding to other languages soon!

 

Many international Zoogers translate the story to their native language out loud as they read. In addition, the Greeting Card and Memories Zoogs do not have guiding text, so you are free to record in any language you want.

Have a different question? Contact us!

We’re here to help with any questions or troubleshooting. You can email us at support@getzoog.com, or click the question mark button in the upper corner of the Zoog app.

 

If you’re looking for help using Zoog, head to our Tutorials page.