Support & help

Questions, problems, contact — for Zenz family on iPhone, iPad and Android

1Contact#

loxify GmbH · Einsteinring 28 · 85609 Aschheim · Germany

We usually reply within two working days. Feel free to write to us in English or German.

To help you quickly, please tell us your device, the app version shown at the bottom of your profile, and what you did just before the problem appeared. A screenshot often says more than a description.

Never send us your PINs. We will never ask for them.

2Getting started#

A parent sets up the family. No password is needed: you enter your email address and receive a six-digit code that is valid for ten minutes. After that you choose a PIN for quick access next time.

You add children under Profile, then “Manage access” — with a name, an avatar and their own PIN.

Children need neither an email address nor an account of their own.

If the code does not arrive, check your spam folder first. The message comes from noreply@zenz.family. Each address can request six codes within fifteen minutes; after that you need to wait a little.

3Pairing a child device#

On the parent device: Profile, then “Manage access”, then tap “Pair a device” next to the child. A QR code and a six-digit number appear.

On the child device: Install Zenz, open it and tap “Pair with a code”. Then scan the QR code or type in the number.

The code is valid for ten minutes and can be used only once. If it has expired or has already been used, simply create a fresh one on the parent device with “New code”. After that the device is permanently linked to this child.

To unlink a device, go to Profile, then “Linked devices”, then revoke. This does not delete the child; only the device loses its access.

4Forgotten PIN#

Child PIN. A parent resets it under Profile, then “Manage access”, then “Change PIN” next to the child. Neither the old PIN nor any help from us is needed.

Parent PIN. On the PIN screen, tap “Sign out” in the top right and sign in again with your email address. The code from the email replaces the PIN; afterwards you choose a new one. Your data is kept.

5Tasks, points, rewards#

Parents assign tasks — one-off, recurring or as a weekly plan — and decide how many points they are worth. A task can also go into the pool, which means the children pick it themselves.

The child reports a task as done. The points are only credited once a parent approves it, so the child alone does not decide the points balance.

Points turn into rewards that you agreed on together beforehand. Children can also make a wish; parents either add it to the reward shop or decline it. Points can be granted as a bonus or deducted if necessary — both appear in the points history.

6Subscription, trial and cancellation#

Zenz family starts with seven days free. After that it continues as a monthly subscription. One subscription covers the whole family — every parent and child device is included. You can see the current price in the app and in your device’s store.

The subscription renews automatically for another month unless it is cancelled at least twenty-four hours before the end of the current period.

Cancelling and managing happens in the store, not through us.

On iPhone and iPad: Settings, then your name, then “Subscriptions”.

On Android: Play Store, then your profile picture, then “Payments & subscriptions”.

If you cancel during the trial, there is no charge. After cancelling, the subscription stays active until the end of the period you have paid for.

If you have a new device or reinstalled the app, sign in with the same email address. If the app does not find your purchase, tap “Restore purchase”.

Refunds are handled by the respective store: at Apple via reportaproblem.apple.com, at Google via the Play Store.

7Deleting your account and data#

You can delete your account directly in the app, without writing to us: Profile, then “Delete account” at the very bottom.

This removes the entire family and all associated data: members, tasks, points, rewards and linked devices. It cannot be undone.

You can remove a single child under “Manage access” without dissolving the family.

Important: deleting the account does not end a running subscription. You cancel that in the store, as described in the section above.

You can also request access, correction and erasure under the GDPR by email at any time. The privacy policy explains how.

8Requirements#

On iPhone and iPad: iOS or iPadOS 15.0 or newer.

On Android: Android 8.0 or newer.

The app needs an internet connection, because tasks and points are synchronised between the family’s devices. Notifications are optional; if you decline them, everything else still works.

9Privacy and legal#

Zenz family processes children’s data. What exactly is collected, why, how long it is stored and what rights you have is set out in the privacy policy.