Matio Support

Help for families, teachers, and schools using Matio · Learn · Solve · Grow

Contact support

Need help with setup, game progress, language settings, billing, privacy, or troubleshooting? Email support@matio.app.

When contacting us, include your device type, OS version, app version, and a short description of the issue. Screenshots are helpful when available.

Response times

Typical support response windows:

  • General questions: within 1-2 business days
  • Billing and subscription questions: within 1 business day
  • Child safety/privacy requests: priority handling, usually within 24 hours

Business days are Monday through Friday, excluding public holidays. Complex issues may require additional verification and follow-up.

Troubleshooting

App does not open or crashes

  1. Force close Matio, then open it again.
  2. Restart your device.
  3. Update Matio from the App Store / Google Play.
  4. Check that your device OS is up to date.
  5. If still not working, email support with crash details.

Progress not updating

  • Confirm your child is using the expected profile.
  • Complete one short game and return to the category screen.
  • Reopen the app and check if progress syncs.

Language settings look incorrect

  • Open profile settings and verify selected language.
  • Restart the app after changing language.
  • Contact support if a specific screen stays untranslated.

Profiles and account help

Matio supports multiple learner profiles so siblings or students can learn separately.

  • Create a different profile per child for accurate progress.
  • Use recognizable nicknames to avoid profile mix-ups.
  • If a profile appears missing, contact support and provide device details.

Purchases and subscriptions

Purchases are processed through Apple App Store or Google Play. We do not store full card details on Matio systems.

  • Manage or cancel subscriptions from your store account settings.
  • Most refunds are handled by the store where you purchased Matio.
  • For billing confusion, email support@matio.app.

Child safety and privacy

We design Matio for young learners and families. If you have concerns about child data, parental consent, or account deletion, contact support@matio.app.

Full details are available in our Privacy Policy and Terms & Conditions.

Frequently asked questions

Which ages is Matio designed for?

Primary audience is ages 4-8, with adjustable difficulty where available.

Does Matio support multiple languages?

Yes: English, Spanish, French, German, and Mandarin.

Can more than one child use the same device?

Yes. Create separate learner profiles to keep progress organized.

How do I report a bug?

Email support@matio.app with device model, OS version, app version, and what happened.