Please put Penwick in the subject line, and tell us which device you are using. If something looks wrong, a photo of the screen saves a great deal of back and forth.
The questions we actually get
The letters are too big and my child's hand aches
Tap the size chips (S / M / L / XL) above the writing line and come down a size. If S still feels large you are not imagining it. We are actively working on a smaller setting, and you can tell us what would suit your child by trying the sizes and sending us the result.
Do we need a stylus?
No. A finger works everywhere in the app, and the app knows the difference. Finger writers get larger letters by default. A stylus gives more accurate scoring because it reports a real pen tip, so use one if you have one, but nothing is locked behind it.
My child's writing is being marked unfairly
Tell us the letter or word and what the app said. Scoring is calibrated against a practising primary teacher's own handwriting, and when it gets something wrong that is a bug we want to fix, not something you should work around.
How do I restore a purchase on a new device?
Open the pricing screen and tap Restore purchase. The unlock is tied to the App Store or Google Play account that bought it and covers every child profile, including ones you add later.
How do I delete everything?
Settings → Delete all data, which removes every profile, score and setting from the device. Deleting the app does the same. If you had writing samples switched on, the app asks our server to delete the examples it holds for your child first, before it clears anything locally. The random code that identifies them lives on the device, so it has to go in that order. See our privacy policy.
Which style does the app teach?
You choose during setup, and the models, ghosts and scoring all follow the style your school uses. If you are not sure which that is, our guide on continuous cursive versus precursive shows you how to tell in about a minute.
Is my child's work sent anywhere?
No account, no email address and no date of birth, ever. Scores and profiles stay on the device. Some things do leave it, and every one can be switched off in Settings: a first name or nickname, a buddy, a country flag and a star count for the weekly leaderboard, with a random installation code so your child keeps one row instead of gaining a new one each week; referral codes if you share one; anonymous usage counts, which carry no identifier at all; and, if you leave writing samples on, examples of the writing itself, carrying only a random code so we can see how handwriting improves over time. Never a surname, an age or a location. We never learn who your child is.
The one photograph that can leave the device is one you send yourself: Scan written work in the portfolio sends the pages you photograph to our marking service, which marks them and keeps nothing. Crop out names and faces first. See the privacy policy for exactly what is sent.
Settings → Help, feedback & bug reports opens an email with your app version and device already filled in, which tells us far more than a description can.