Once FAQ

Question 1

What is Once?

Accepted Answer

Once creates personalized illustrated stories for children based on what matters to your child right now. You tell us about your child, what you’d like the story to explore, and what you hope they take from it. Once turns that into a story made especially for them.

Question 2

How does creating a story work?

Accepted Answer

Start by telling Once about your child and what you’d like the story to explore. Once may ask a few questions to better understand the situation, your goal, and the kind of story you want. You’ll then review the creative direction before your personalized story is created.

Question 3

What is included in a Once story?

Accepted Answer

Each Once story includes a personalized illustrated story created from the information you provide, Pause & Wonder moments, and a private Parent Guide to help you continue the conversation after reading.

Question 4

Is Once therapy?

Accepted Answer

No. Once is a storytelling tool for families, not a medical or mental-health service. It does not diagnose children and is not a substitute for professional advice, diagnosis, or treatment. You decide what you’d like the story to explore and what you hope your child takes from it.

Question 5

Is my first story free?

Accepted Answer

Yes. Every new account includes one free story. No credit card is required. After you’ve used your free story, you can purchase a Single Story or choose a monthly Once plan.

Question 6

Can I save information about my child?

Accepted Answer

Yes. You can create a child profile so you don’t have to enter the basic information that stays the same each time. For every new story, Once will still ask about what matters right now and what you’d like this particular story to explore.

Question 7

Can I create stories for more than one child?

Accepted Answer

Yes. You can add multiple child profiles to your account and create stories for each of them. You can manage your saved child profiles from My Account.

Question 8

Where are my stories saved?

Accepted Answer

Your completed stories are saved in My Stories, available through My Account. Stories you’ve already created remain in your library even if you later cancel a monthly subscription.

Question 9

What are the Once plans?

Accepted Answer

Single Story — $5.99. Once 5 — $9.99/month, up to 5 new stories per billing period. Once 10 — $18.99/month, up to 10 new stories per billing period.

Question 10

Do I need a subscription to create another story?

Accepted Answer

No. If you don’t want a monthly subscription, you can purchase a Single Story for $5.99. It’s a one-time purchase and gives you one additional story.

Question 11

Do unused monthly stories roll over?

Accepted Answer

No. Stories included with Once 5 or Once 10 don’t roll over. Your monthly story allowance refreshes at the beginning of each new billing period. Single Story credits purchased separately do not expire.

Question 12

What happens to the stories I’ve already created when my allowance refreshes?

Accepted Answer

Nothing. Your existing stories stay in My Stories. Your monthly allowance only determines how many new stories you can create during the current billing period.

Question 13

Where can I see how many stories I have left?

Accepted Answer

Go to My Account → My Plan to see your current plan and available story allowance.

Question 14

Can I change my plan?

Accepted Answer

Yes. You can move from Once 5 to Once 10. You can view and manage your current plan through My Account → My Plan.

Question 15

Can I cancel my subscription?

Accepted Answer

Yes. You can manage or cancel your subscription through My Plan. If you cancel, you can continue using your subscription through the end of your current paid billing period. Your previously created stories remain in your library.

Question 16

What should I do if something goes wrong while my story is being created?

Accepted Answer

First, check My Stories to see whether your story was completed and saved. If it isn’t there, please contact us before purchasing another story or repeatedly restarting the process. We’ll help you find out what happened.

Question 17

What if an illustration is missing?

Accepted Answer

Occasionally an illustration may not generate successfully even though the rest of your story was created. If an illustration is missing or something doesn’t look right, contact us and we’ll look into it.

Question 18

What if I have a problem with a payment or subscription?

Accepted Answer

Please contact us with the email address associated with your Once account and a short description of what happened. For your security, never send your password or full card number by email.

Question 19

Still need help?

Accepted Answer

We’re happy to help. Email: alina.lysenko.pro@gmail.com. If you’re reporting a problem, please include the email address connected to your Once account and, if possible, a screenshot of what you’re seeing.

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