Parent support

Email scout@playgm.app for anything about PlayGM, your household account, or your child's information. A person reads every message.

Where things stand. The Privacy Policy, Terms, Direct Notice and Retention Policy linked from this page are counsel's drafts. Each carries a red "not yet certified" banner, and the process below is the process those drafts set out. Where the app does not yet offer a step described here, email is the working path, and this page says so.

How to reach us

Email: scout@playgm.app. The draft policies name stefan@playgm.app as the address of record for formal privacy requests; either address reaches PlayGM.
In the app: the draft policies describe a parent surface under Settings → Privacy Requests.
By mail or phone: the postal address and phone number are in the Privacy Policy, § 19.

You do not need an account, and you do not need to be logged in, to make a request. Please include a reply address we can reach.

What you can ask for

As the parent or legal guardian, you can ask us to:

Review what we have collected from your child, and give you an export.
Correct anything we have that is wrong.
Delete what we have collected from your child.
Refuse further collection while keeping the account.
Withdraw (revoke) your consent entirely.
Appeal any decision we make on any of the above.

How long it takes

We acknowledge every request within 5 business days.
We respond fully to review, correction and refusal-of-collection requests within 30 days, and start an irreversible purge for deletion requests within 30 days.
For a genuinely complex request we may extend once by 45 days, with written notice of the reason inside the initial period.
If we deny a request, we tell you why in writing and how to appeal.
If we cannot verify that you are the parent, we tell you and offer another way to verify.

(Privacy Policy § 10; Direct Notice, "Your rights".)

Review, export or correct

Email us, or use Settings → Privacy Requests in the app once that surface is available.
We verify you with a verified parent account session plus the household PIN. The PIN on its own is an access control, not proof of identity, so we ask for both.
For a review we send an export. The export file is kept for 7 days after we generate it; you can ask for a fresh one at any time.
For a correction, tell us what is wrong and what it should say.

Any adult verified on the household can submit a review or correction request on their own (Privacy Policy § 11).

Delete your child's information

Deletion is irreversible, so it has the strictest verification and a recovery window. This is the timeline in the Retention Policy, § 5:

Verification. A verified parent account session plus a fresh single-use code we email to the parent address on record.
Immediately on verification, your child's access is suspended and we stop collecting anything on that profile.
14-day recovery window. You can cancel from Settings → Privacy Requests or by email. After 14 days the purge is irreversible.
Production purge begins at the end of the window and completes within 24 hours in ordinary operation.
Service-provider purge. We send a deletion instruction to every provider that holds the data.
Backups age out on their normal rotation. If we ever restore from a backup, previously deleted records are re-deleted from a persistent deletion log.
Case closed. We notify you when the case is complete.

Households with more than one adult. A delete request needs the adult who originally gave consent, or a second verified adult plus notice to the adult of record and expiry of the recovery window. If two verified adults give us conflicting instructions, we hold the request until you resolve it. Every verified adult on the household is notified when a delete request is submitted and when it completes.

What we keep afterwards. Proof that consent existed is kept for 5 years in minimized form: a salted hash of the parent email, the notice version, the method and timestamps. No plaintext email and no child name (Retention Policy § 3).

Deleting the whole household deletes every child profile in it. We confirm that more than once.

Revoking consent is described in the consent record document, § A.8. You can revoke at any time from Settings → Privacy Requests → Revoke Consent or by emailing us. Revocation:

Immediately stops your child's access to PlayGM and halts collection.
Starts a deletion of the child profile and gameplay records, with the same 14-day recovery window as above.
Notifies every other verified adult on the household.

If you want to keep the account but stop us collecting any more information, ask to suspend instead of revoking.

Refuse further collection (suspend)

A suspend request needs only a verified parent account session, because it is reversible and protective. Suspending both locks the child out of play and halts collection until you lift it. Any verified adult on the household can submit one.

Deleting your account inside the app

Account deletion inside the PlayGM app is not yet available. The draft policies describe an in-app path, and Apple requires one wherever an account can be created. Until that path ships, email scout@playgm.app with the subject "Delete my household account". We verify you as described above and run the same 14-day process. Nothing about the timeline or your rights is different by email.

What your child can do on their own

Your child can pause their own play at any time. Pausing does not delete anything and does not, on its own, notify you; if a pause continues for more than 30 days we let you know the account has gone dormant. Your child cannot delete their account, export their data or change what we collect. Only a verified parent can do those things.

If your child ever types something to Ask Scout that suggests they may be in danger, we show crisis resources and notify you.

For your child

There is a short, kid-readable version of what PlayGM does with their information at /kids.