Glimmers Help Centre
We're here to help.
Questions about your account, your child's safety, a program, or a payment. This page points you to the fastest answer, and to a real person when you need one.
Choose a channel
Send it to the right desk and you’ll hear back sooner.
General support
Account setup, parent PINs, onboarding, the app, or anything that isn't working the way you expect.
Email supportChild safety concern
Report unsafe behaviour, an unsafe AI response, or anything that worries you about your child's experience. These are treated as urgent.
Report a safety concernBilling & refunds
Payments, invoices, cancellations, and duplicate or incorrect charges on programs, workshops, and subscriptions.
Email billingSchools & partnerships
Bring Glimmers to your school, ask about Olympiads, or explore a partnership with our programs team.
Talk to our schools teamWhat to expect
- We reply to support email within 2 business days.
- Child safety reports are prioritised and reviewed as soon as they arrive.
- Include the parent email on the account so we can find it quickly.
- Never share your parent PIN or password with anyone, including us.
Common requests
Answers you can act on right now.
Frequently asked
What parents ask us most.
Accounts & access
How does my child join Glimmers?
A parent or guardian creates the account first, completes consent, and then invites the child. Children cannot register on their own. Every child profile is created through a verified parent account.
I forgot my parent PIN. What now?
Reset it from the parent dashboard using the email on the account. If you can't access that email, write to us and we'll verify your identity before resetting it manually.
Can I have more than one child on one account?
Yes. You can add multiple child profiles under a single parent account, each with its own activity, journal, and growth tree.
How do I delete my account and data?
Follow the steps on the Delete Your Account page, or email us with the subject line "Delete my account". We may contact you to verify your identity before deleting anything.
Safety & privacy
Is Lumiri, the AI companion, safe for my child?
Lumiri is built for reflection and journaling with age-appropriate prompts, backed by moderation systems. It is not a therapist, doctor, or crisis service, and it never replaces a trusted adult. Our AI Use Policy sets out the limits in full.
What should I do if something feels unsafe?
Report it straight away using the safety channel above or the reporting tools inside the app. Safety reports are prioritised and reviewed by authorised moderators.
What can I see as a parent?
The parent dashboard shows engagement, emotional trends, and growth activity. It's designed to give you visibility while leaving your child room for honest self-expression.
Do you sell my child's data?
No. We do not sell children's personal information. See the Privacy Policy for exactly what we collect and why.
Programs & payments
When do the after-school programs start?
After-school programs launch July–August 2026, with weekend workshops running alongside them. Join the early access list to be told first when enrolment opens in your city.
How do I request a refund?
Payments to Glimmers are non-refundable. Subscriptions, program and workshop fees, Olympiad registrations, and promotional purchases are not refunded for partially used periods, non-use, a forgotten cancellation, or a change of mind. You can cancel at any time to stop future renewals, and your access continues until the current billing period ends. We review payments only in limited cases, such as a duplicate charge, a verified technical error on our side, or a program cancelled by Glimmers, and where a refund is required by law. Write to us before raising a dispute with your bank; the Refund and Cancellation Policy sets out the full terms.
Can my school run Glimmers programs?
Yes, we partner with schools on SEL, digital literacy, after-school programs, and Olympiads. Use the schools channel above and our programs team will get back to you.
Still stuck? Write to us.
Tell us what's happening and include the parent email on the account. A real person on the Glimmers team will read it and reply.
For urgent child safety concerns, use the safety channel above. Those are reviewed first.