Together - FAQ
These are some of the most common questions related to our app. If you don't find an answer here please contact us, we will be happy to help: email@example.com
- SUBSCRIPTIONS -
How many calls do I get for FREE? What does a subscription give me?Our app gives you 3 calls of up to 30 minutes for free. After your free calling period ends you can purchase a subscription that will give you 20 hours of call time per month for $4.99 / month (USD). However, our subscription now includes 60 hours of call time per month until July 31st, 2020 instead of the regular 20 hours a month. This increase of call time was possible thanks to the support of our video chat service provider 'Twilio'.
Why do I need to pay for a subscription to continue calling?
We need to charge a subscription because we have to pay our video chat service provider for every minute of video calling. We also need to pay for the database server and development costs. If we didn't charge for the app we would quickly go out of business and we would not be able to create new games, add books and sustain the development of the app.
We want to make sure we can support and improve this app for a long time. To do this we have to ensure that we have a sustainable business model that allows continued support and improvement of the app.
We do not sell your data or or rely on advertising to generate revenue. We rely solely on subscription revenue from our users to maintain and improve the app.
Do all my family contacts need a subscription to call me?
No. Only one person needs the subscription, if you purchase a subscription then you will be able to call all your contacts and they will be able to call you even if they don't have a subscription.
Can I cancel my subscription?
Yes, you can definitely cancel the app to auto-renew your subscription before the next billing cycle. You need to cancel 24 hours prior to your next billing date. To cancel a subscription follow the next steps:
1) Open the 'Settings' app on your device
2) Tap your name in the top of the Settings screen
3) Tap on 'Subscriptions'
4) Finally tap on our app 'Together Family Video Chat' and manage or cancel your subscription there
If you have any trouble with the app we would be happy to help and listen to your feedback and suggestions: firstname.lastname@example.org
Can I use my subscription on multiple devices
Yes. You need to use the same Together account when you login on a different device. The subscription will be detected once you login on that device. Call time from all devices that use your account will be recorded against your account.
I already paid for the app but is telling me to upgrade
Please try this: open the app on your device, tap the Settings tab and then tap on "Restore purchases", that should give you access to the full functionality of the app on that device in case the transaction was not fully processed on that device.
How do you count call time?
When you are a subscriber and you call someone who is not a subscriber, call time is recorded against your account. When someone in your contacts who is not a subscriber calls you, call time is also recorded against account.
When both parties in the call are subscribers, call time is recorded only to the account that initiated the call
- AUDIO, VIDEO TROUBLESHOOTING -
They can't hear me or I can't hear them in a call
This is most likely a camera or microphone permissions problem. Please try this if you are having issues with microphone or camera:
1) Open the 'Settings' app on your device (not inside of our app, the Settings app of your device)
2) Tap 'Privacy'
3) Tap 'Microphone' and then make sure our app is enabled.
4) Go back one level and tap 'Camera' and check that our app is enabled.
Also, ask the other person in the call to check these settings on their device.
The audio or video freezes
One very important advice is to make sure you are in a room close to where you have your wifi router as this dramatically improves the connection quality and avoids network issues. The video chat works as "peer-to-peer" which means that the quality of the video/audio depends on the internet connection of both ends of the call. Being close to the wifi router helps a lot improving the quality of the connection.
- ACCOUNT SETUP -
Can multiple children join a call at the same time
Unfortunately that is still not possible, currently we only support 1-1 calls. Multi party calls are on the works for a future update of the app. We totally recognize the need for that use case and we are thinking on how we can implement it on a future version of the app.
Can I have multiple children under one account
Yes. You can use your account as a 'Child' account and have multiple children use it. Currently our app only shows one option to enter the child's name. We are working on improve that. For now you can enter their names like 'Ana & George' for example.
- OTHER QUESTIONS -
Is your app available for Android?
YES! We are now beta testing our app for Android and we would love for you and your family to try it. You can download the beta version of our Android app from here: https://play.google.com/apps/testing/com.togethervideoapp.webapp
Please send us your feedback about our Android app here: email@example.com
We want more games!
We are working hard to bring new games to the app as fast as possible. Our app offers a new way of interactivity in games and it takes time and development effort to develop new games. You can be sure we are making our best to develop new games and activities as fast as we possibly can.
We hope we cover most of the most common questions here. If you still need help or need further assistance we will be happy to help you. Don't hesitate to contact us here: firstname.lastname@example.org