Troubleshooting

Keleya birth preparation course

I purchased the birth preparation course in the app, how can I use it as a desktop version?

Since our birth preparation courses in the app and via desktop are currently still running on different systems, it is not possible to simply switch between systems with your login details. Please note that our birth preparation course is currently only available in German.

 

However, if after purchasing the app or desktop course you find that you would prefer to switch to the other system, we are happy to provide you with additional access.


To do so, please email us at info@keleya.de  and send us your proof of purchase with a request to get access to the other birth preparation course (app/desktop).

I purchased the birth preparation course for desktop, how can I use it in the app?

Since our birth preparation courses in the app and via the desktop are currently running on different systems, it is not possible to simply switch between the two systems using your login information. Please note that our birth preparation course is currently only available in German.

 

However, if after purchasing the app or desktop course you find that you would prefer to switch to the other system, we are happy to provide you with additional access.


To do so, please email us at info@keleya.de and send us your proof of purchase with a request to get access to the other birth preparation course (app/desktop).

I bought the birth preparation course for the app, but it is not unlocked in the app. What can I do?

Unfortunately, in some cases, the payment receipt may not be sent automatically.

If you don't have access to your course in the app after a successful purchase, please send us a short mail with a note about which system you bought (web/Apple/Google/health insurance) and your proof of payment to info@keleya.de. Then we will upgrade you straight away.

I bought the birth preparation course through the website as a desktop version. How can I use it now?

After a successful purchase, you should have received an email with further instructions. If you are looking for where to log back in you can always access your purchased desktop courses again through the Elopage course page.

Keleya Pregnancy App

I purchased a premium subscription, but the premium content in the app is not unlocked. What can I do?

Unfortunately, in some cases, the payment receipt may not be sent automatically.

If you do not have access to the premium content of the app after a successful purchase, please send us a short email with your proof of payment to info@keleya.de. Then we will upgrade you straight away.

I have technical problems using the app. What do I do now?

We are sorry that the use of the app is not working smoothly for you right now. Please help us to solve the technical issues you have found.

 

We can do this if you send us an email with a description of your problem to info@keleya.de and ideally tell us which device you are using and which app version the problem occurs with.

 

You can find the app version in the app by navigating to the "Health" section, clicking on the gear icon for the "Settings" and scrolling to the bottom.

My app crashes or won't open after an update. What should I do?

After performing technical updates, unforeseen problems might occur on your device. If the app does not start or crashes after an update, please delete the app completely and reinstall the latest version.

Health insurance

I have already purchased a subscription/birth class privately and then discovered that my health insurance will cover the cost. What now?

If you purchased your subscription through our website and not directly through your Google/Apple account in the app itself, please send us an email at info@keleya.de  We will then arrange a cancellation for you. 

If you purchased the birth preparation course through the app, please contact your contract partner (Apple/Google) to cancel. You can find more detailed instructions under the points:

 "How can I cancel my purchase if I purchased the app from the Apple App Store?" 

You can cancel a purchase from Apple here.

Or

How do I revoke my purchase if I bought the app from the Google PlayStore?

Instructions on how to cancel purchases from the Google PlayStore can be found here.


After cancellation, you can then easily book the course in the app or through our website with your health insurance company.

I tried to sign up with my health insurance, but I got an error message. What now?

We're sorry that using the app is not working smoothly for you right now. We're happy to help you get signed up with your health insurance. Please note that signing up using your health insurance details is currently only available in the German language version of the app, to sign up with your health insurance first switch your device to German via your settings.

 

We can do this if you send us an email with a description of the problem to info@keleya.de  and, ideally, also tell us which device you are using and which app version is causing the problem.

 

You can find the app version in the app by navigating to the "Health" section, clicking on the gear icon for the "Settings" and scrolling to the bottom of the screen.

I can't find my health insurance on your list. What do I do now?

Many health insurance companies already reimburse Keleya products, but unfortunately not all of them. If your health insurance is not listed in our overview, we cannot guarantee that we will cover your costs.

 

It is best to contact your health insurance directly and ask if there is a possibility to cover our birth preparation course. The more insurance holders refer to us, the more likely it is that they will reimburse our products in the future.