Oakward Support
Turn family chores into an adventure.
Need help? Email info@redmontlabs.com and a person will get back to you.
It speeds things up if you tell us your device (iPhone, iPad, or Android), whether you are on a parent device or a hero device, and what you were doing when it went wrong.
Common questions
How do I add a child's device?
On a parent device, open Parent Command → Devices. The Device Chamber shows your eight character family code at the top.
On the child's device, install Oakward, give the device a name, type in that family code, and tap Request Child Access. Their screen will show a short pairing code and wait.
Back on your parent device, the request appears in the Device Chamber. Tap the hero it belongs to and confirm. That device then opens only that child's quests, gold, and backpack. Repeat for each child.
iOS and Android devices sit in the same family with no extra setup. Full walkthrough on the FAQ.
Does every device need its own subscription?
No. The subscription belongs to your family rather than to a phone. One parent subscribes once and every connected device unlocks, including the other parent's phone and any device you add later. Up to 20 devices, at no extra charge.
If a device is still asking for a subscription, tap Restore Purchases then Check Access Again on a parent device, and make sure it is signed in to the store account that paid.
How do I add a second parent?
Second parents do not go through the approval queue. On their device, enter the family code and the Parent PIN, then tap Recover Parent Device. They get full parent access straight away. It is the same button you use after a reinstall or on a new phone.
I forgot my Parent PIN.
On another enrolled parent device, open Parent Command → Change Parent PIN. If you have no other parent device, reinstall the app and use Recover Parent Device, which needs your family code and the PIN together. The Parent PIN is 6 to 8 digits.
Recovery pauses for 15 minutes after too many wrong attempts, so leave it a moment before retrying. If the PIN itself is what you have lost, email us and we will sort it out.
Quests are not appearing on my child's device.
Check that the device shows as approved under Parent Command → Devices, and that both devices have a network connection. Daily quests reset at 12:01 AM in your family's time zone, which you set under Parent Command → Family Time Zone.
A quest was approved but the gold did not arrive.
Pull down to refresh on the hero's screen first, since the balance updates locally and then syncs. If it still looks wrong, check Family Progress, which holds a ledger of every XP, gold, health, and reward change with a timestamp. Send us that entry and we can trace it.
How do I delete my account and all our data?
Parent Command → Family & Settings → Delete Account. This is immediate and permanent. To remove only part of your data, use Clear & Reset Data on the same screen.
How do I cancel my subscription?
Billing is handled by the store you downloaded from, so cancelling happens there and not inside Oakward. On iPhone or iPad: Settings → your name → Subscriptions. On Android: the Play Store app → your profile → Payments and subscriptions. Your family data stays put if you decide to come back.
Privacy
Oakward contains no advertising, analytics, or tracking, and nothing your family enters is sold or shared. See the privacy policy for the full detail, including exactly what is stored and how to erase it.