Support
How can we help?
Browse the FAQs below, visit our Help Centre, or send us a message and we'll get back to you within one working day.
Contact us
Support hours: Monday – Friday, 9am – 5pm GMT
Help Centre
Frequently asked questions
How do I create a child account?
Sign in to your parent account on the Academy11 website, go to your Dashboard and select 'Add Child'. Enter your child's name, age and school details. Your child uses their own username and password to log in to the Academy11 app.
My child can't log in to the app
Check that your child is using the username (not email) you set when creating their account. Usernames are lowercase. If they've forgotten their password, log in to your parent account, go to Dashboard → Children, and reset it from there.
Why does the app say 'Access Required' for Mental Maths or English Sprint?
Every child gets one free Mental Maths and English Sprint warm-up a day; the other rounds need Premium. To upgrade, sign in to your parent account and open the Subscription page. Once Premium is active, your child sees the full games after signing out and back in.
How do I cancel my subscription?
If you subscribed through the website, log in and go to Account → Subscription → Cancel. If you subscribed through the App Store, cancel via Settings → Apple ID → Subscriptions on your iPhone or iPad. Cancelling stops future charges; your child retains access until the end of the current billing period.
The app isn't loading or is crashing
Force-close the app and reopen it. If the problem continues, check you have a working internet connection, then try deleting and reinstalling the app from the App Store. Your account and progress are saved on our servers so nothing will be lost.
How do I get a refund?
For App Store purchases, refunds are handled by Apple — visit reportaproblem.apple.com. For subscriptions made directly on our website, contact us at support@elevenplus.co.uk within 14 days of purchase and we will process a refund.
Is my child's data safe?
Yes. Academy11 collects only the minimum data needed to run your child's account. We do not serve ads, sell data, or share it with third parties. The platform is fully compliant with UK GDPR. See our Privacy Policy for full details.
Can I use Academy11 on multiple devices?
Yes. Your child can log in to the Academy11 app on any iOS device using the same username and password. Progress and personal bests are synced to their account.
Still need help?
Our support team is happy to help with anything not covered above.
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