Help and contact

A question, a problem with a purchase or a mistake in a lesson? Write to us at support@sesamlabs.fr. We answer within two working days.

Frequent questions

I changed phones. How do I get my progress back?

Sign in with the same account (Apple, Google or e-mail) on the new device: your progress and your Spark Premium are there at once. Without an account, progress stays on the old device.

I subscribed to Spark Premium but it does not show.

In the app, open Settings, then “Restore purchases”, signed in to the account that paid. If it still does not show, write to us with the date of the purchase.

How do I cancel my subscription?

In your store account, at any time: on iPhone, Settings › your name › Subscriptions; on Android, Google Play › Payments and subscriptions › Subscriptions. You keep Spark Premium until the end of the period already paid. Deleting the app or your account does not cancel the subscription.

How do I ask for a refund?

Purchases are paid to Apple or Google, who handle refunds under their own procedures: reportaproblem.apple.com for the App Store, the order history of Google Play for Android.

Why do I see ads?

Ads pay for the free version. They only come at the end of a session, never during an exercise, at most three a day, and they are never personalised. Spark Premium removes them.

I found a mistake in a question.

Thank you! Tap “Report a mistake” under the exercise: the report reaches us with the question and we fix it.

How do I delete my account and my data?

In the app, open Settings, then Account, then “Delete my account”. You can also ask by e-mail at privacy@sesamlabs.fr from your account's address: we erase it within one month. Your personal data are erased as the privacy policy describes. A parent can ask for a minor.

Publisher: Victor Morel, sole trader trading as Sesam, SIRET 992 008 607 00010, 25 rue du Landy, 93400 Saint-Ouen-sur-Seine, France. Publication director: Victor Morel. Contact: contact@sesamlabs.fr.

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