Help centre
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Pairing Nyo & Cie, managing your family, the subscription, your data: the answers are here. And the team is never far away.
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Categories
Getting started
4 questions
Installing, creating the account, first steps.
PokoClub relies on two apps: PokoClub, on the parent's phone, and Nyo & Cie, on the child's device.
- Install PokoClub and create your account with an email address, Apple or Google.
- Add your child's profile: their first name, age and what they enjoy.
- Install Nyo & Cie on their device — or on yours, both work.
- Link the two apps: PokoClub shows a QR code and a six-digit code, which Nyo & Cie scans or types in.
- Choose a parent code: it protects PokoClub and the parent area of Nyo & Cie.
No. Nyo & Cie can be installed on the same device as PokoClub, or on another one — ideally a tablet for your child.
No. A connected plush toy is in preparation, but it isn't required: everything described on this site works without it.
PokoClub and Nyo & Cie are built for iOS and Android. Exact compatibility is listed on each app's page in the App Store or on Google Play.
Linking Nyo & Cie
4 questions
Codes, devices, lost connection.
In PokoClub, open Settings → Nyo & Cie, then Link Nyo & Cie. PokoClub shows a QR code and a six-digit code to scan or type into Nyo & Cie.
The code is temporary and works only once. If it has expired, simply generate a new one.
This happens when the device has been unlinked from PokoClub or its session has been closed. Nyo then asks for the device to be handed to a grown-up.
In PokoClub, open Settings → Nyo & Cie and link the device again with a new code. Your child's stories and settings stay in your account.
Yes. Link each child's profile from PokoClub: Nyo & Cie then asks who is using it. Each child keeps their own settings and stories.
In PokoClub, open Settings → Nyo & Cie and choose Unlink for the child concerned. Nyo & Cie returns to its sign-in screen until it is linked again; their stories and settings are kept in your account.
Account and family
5 questions
Profiles, parent code, deletion.
From the Children tab in PokoClub. Each child has their own profile, settings and stories: nothing crosses over.
How many children PokoClub+ covers depends on the plan you choose.
On PokoClub's lock screen, tap Forgot your code?. If Face ID or Touch ID is turned on, you can use it to get in.
Otherwise, choose Reset PIN: you'll be signed out, and next time you sign in you'll choose a new code or turn the lock off. Until then, the current code stays active on your children's devices.
In PokoClub, open the Children tab, then the child's page, and choose Delete this profile.
In PokoClub: Settings → Privacy → My data → Delete my account.
Without the app, email hello@pokoplush.fr from your account's address, with the subject “Delete my PokoClub account”.
Deleting the account does not cancel an Apple or Google subscription: cancel it in the store's settings too.
See also
Sign in with the same PokoClub account. A subscription comes back with Restore my purchases; Stardust you bought is tied to your account.
Activities
6 questions
What your child can do, and how to set limits.
- Talk with Nyo, by typing or out loud, and call Nyo.
- Read and listen to the stories and books in their library.
- Live the never-ending story, choosing what happens next.
- Ask for a drawing by describing what they imagine.
- Listen to songs created for them.
- Get help with homework.
- Take on the Academy's maths missions.
- Play, and earn stars and badges.
- Wind down with bedtime mode.
Each activity can be allowed or switched off on its own from PokoClub.
First check that it's allowed in their profile settings, in PokoClub: an activity that's switched off isn't shown to the child.
Activities marked Coming soon aren't available yet.
On the free plan, call time with Nyo is limited each day; the counter resets every morning. With PokoClub+, calls become unlimited for every child covered, within fair use.
Your child never hears about subscriptions: Nyo simply tells them you'll talk again tomorrow.
On your child's page, set a daily limit — overall or per activity — and a bedtime. Once the limit is reached, Nyo & Cie takes a break.
These limits are checked by our servers: changing the tablet's clock doesn't get around them.
Nyo reads a story from the library, then soothing sounds take over. The sounds are made on the device, with no connection, and keep playing once the screen goes dark.
On iPhone, you can follow the session from your lock screen.
Voice features need the microphone. Check in the device's settings that Nyo & Cie has access to it, then start the conversation again.
PokoClub+ and purchases
6 questions
Free plan, subscription, refunds.
PokoClub is free to use. The optional PokoClub+ subscription adds, among other things, unlimited calls with Nyo and personalised creations.
Plans, what they include and their price are shown in PokoClub before any purchase.
Only in PokoClub, on the parent's device, through Apple or Google. Nyo & Cie offers no purchases at all.
The subscription is managed by the store that sold it: your Apple account or Google Play settings. Cancelling stops future renewals; access normally remains until the end of the paid period.
Deleting the app or the account does not cancel the subscription.
Use Restore my purchases on the PokoClub+ screen.
If the problem continues, email support with your receipt reference. Don't make a second purchase, and never send your password or card number.
An in-app unit used for certain creation features. Its cost is shown before each creation. It isn't money or a means of payment, and it can't be resold.
See also
The store that took the payment handles refunds. You can also write to us to exercise your right of withdrawal: we'll help you find the right contact.
Privacy and safety
7 questions
Data, AI, review mode, reports.
The parent account, a limited child profile that you fill in, and what's produced during activities: messages, audio, creations. No advertising, no data sales.
The text of inactive conversations is purged after 30 days. The details — purposes, providers, retention — are in the privacy policy.
Yes. Its answers and creations are generated by artificial intelligence: they are filtered and matched to the profile's age, but generated content can be inaccurate or clumsy.
Nyo tells your child so itself, and encourages them to ask a grown-up about important questions.
Yes, with Review mode: every book, song or drawing waits for your approval before it appears in Nyo & Cie. Turn it on in Settings → AI content safety.
In PokoClub, open Settings → Privacy → Nyo's memory. You can read what Nyo has remembered about each child, and erase it line by line.
The weekly journal gives you a summary: Nyo doesn't pass on conversations word for word.
Email hello@pokoplush.fr from your account's address, saying which profiles are concerned. Meanwhile, you can switch off the related activities straight away in the parent settings.
See also
Email support@pokoplush.fr describing what you saw, or use Settings → Help & support in PokoClub. We review every report.
No. No advertising and no ad tracking, in either app. The child's app contains no third-party components at all.
Contact
Still stuck? Let's talk.
Real people read every message. Pick whichever route is easiest for you.
- 01
From PokoClub
Settings → Help & support → New request. Pick a topic: we'll reply by email and in the app.
- 02
By email
Tell us which app is concerned and, if you can, the parent account's email address. We reply within 2 working days.
support@pokoplush.fr - 03
Your data, your rights
Access, copy, deletion, withdrawing consent: an answer normally within one month.
hello@pokoplush.fr
We will never ask for your password or your card number.