11+ Test CoachSupport
We're happy to help with questions, problems or ideas.
Help us help you
When emailing about a problem, it speeds things up enormously if you include:
- Your app version (Parent Mode → Tools → Support → About).
- Your device model and iOS version.
- What you were doing when the problem happened — screenshots welcome.
- If it's about a specific question, the question ID from the report screen.
Forgotten your Parent Mode PIN?
Don't worry — the app has a built-in reset, and your child's data is never at risk. Here's how it works:
- After 5 wrong attempts, a "Forgot your PIN?" button appears on the Parent Mode unlock screen.
- Tap it and enter your recovery code — the one you emailed yourself when you set up PIN recovery. Search your inbox for "11+ Test Coach". Capital letters, spaces and dashes don't matter.
- Choose a new 4-digit PIN and you're back in. Each recovery code works once — the app then reminds you to set up a fresh one.
Setting up PIN recovery (do this today!)
It takes under a minute, and it's the difference between a 30-second reset and an email to us:
- Open Parent Mode → Tools → Support → PIN recovery — or tap the "Set up PIN recovery" card the app shows until it's done.
- The app generates a one-time code and pre-fills an email. Send it to yourself, at an address only you can read — the email on your Apple account is a good choice.
- That's it. We keep no copy of the code — like everything else, it never leaves your device. Your child can't see it: the screen lives behind your PIN, and the email lives in your inbox.
No recovery code set up and locked out? Email us at help@11testcoach.co.uk from the address you'd like us to reply to, and we'll walk you through the options for your situation. Your child's practice data stays safe on the device throughout.
Why nothing is read aloud
The app used to read questions out with your device's voice. It no longer does, and that is deliberate: in the exam hall nobody reads the paper to your child, and reading the question accurately is a large part of what the 11+ actually tests. Practice that removes the reading removes the practice.
If your child finds the wording hard, read it with them — that is worth far more than a synthesised voice, and it shows you exactly where the difficulty is. For a child who needs speech as an accessibility service, iOS provides it system-wide: Settings → Accessibility → Spoken Content, where Speak Screen reads any app on request.
Common questions
I forgot my Parent Mode PIN.
Enter it wrong five times and "Forgot your PIN?" appears — use the recovery code from the email you sent yourself, then choose a new PIN. Full details in the section above. No recovery code? Email us and we'll help.
My child found the "Forgot your PIN?" button — can they get in?
No. The button only accepts your recovery code, which exists in exactly one place: the email in your inbox. Without it, Parent Mode stays locked, and wrong guesses don't reveal anything.
How do I change my PIN or recovery code?
Generate a new recovery code any time from Parent Mode → Tools → Support → PIN recovery — each new code replaces the previous one. To change the PIN itself, use the recovery flow, or email us for other options.
How do subscriptions, trials and refunds work?
Billing is handled entirely by the App Store: manage or cancel in Settings → your Apple ID → Subscriptions, and request refunds at reportaproblem.apple.com. Details are in our terms, and prices on the pricing section.
How do I move my data to a new device?
Use Parent Mode → Tools → Data & Backup to create a backup file, transfer it to the new device (AirDrop or Files), then restore it from the same screen.
I found a question I think is wrong.
Brilliant — that helps everyone. Your child taps Report Question (it's on every question and every review screen) and picks what's wrong. The reports collect in Parent Mode, and when there are reports waiting you'll see a card on your Parent Overview — one tap opens a pre-written email to us with the question IDs. Nothing is sent automatically (the app never phones home), no personal details are included, and we fix confirmed problems in the next update.
How do I stop or pause notifications?
Parent Mode → Tools → Reminders lets you change times, switch reminders off, or turn on Holiday Mode — which pauses nudges and protects your child's streak while you're away.
Looking for how a feature works? The parent guide and kids' guide walk through every screen with real screenshots.
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