Your Frequently Asked Questions

 From payments to upgrading and how to use our apps and website, we've collected your frequently asked questions and answered them here.

Our Support Team's Best Answers


General

  1. Sign in to your account online at Talking Parents using any internet browser.
  2. In the left side menu, Navigate to the Upgrade Account section Select the Upgrade to Premium button.
  3. Choose a payment plan and follow the instructions to enter your payment method.

You will not be able to start communicating through our service until the other parent creates an account of their own. Once the other parent signs up, our service will match your account with theirs and activate them. You will receive an automatic email notification from our system when that happens.

As far as we are concerned, there is no right or wrong way to use Talking Parents. We encourage parents, lawyers, and courts to be creative and use Talking Parents; however they like to fit the circumstances of each case or relationship best.

Before your account is matched with your co-parent, you can update any of the information that you provided at the time of sign up including data entered for your co-parent. Once your account is matched, you will be unable to edit or change any of the information associated with your co-parent's account. However, you can still update your account information at any time in the My Info area once you log in.

Our system occasionally requires a human administrator to verify a match before the accounts are activated. This action can cause a delay of up to several hours, depending on the circumstances.

If you believe the other parent has signed up, but your accounts have not been activated for more than one day, then please contact us here

First, as a reminder, your username is your complete email address. Please be sure to enter your email address entirely and correctly every time you sign in. It is easy to accidentally include a space, extra character, or other typos within an email address. If you accidentally enter a typo one time, your device or browser may be saving and re-entering the mistake over and over.

Please also remember passwords are case-sensitive, and your device may be automatically capitalizing the first letter. If you are still unable to sign in, please try resetting your password. If you do not receive the password reset email right away, please double check your email’s spam and junk folders and also the various tabs Gmail now uses to presort your inbox if you are a Gmail user. Please also be sure to add noreply@talkingparents.com to your email’s contacts list before trying again.

The best way to share your conversations with a third party is to email them a complete copy of your record in PDF format. You can do this directly from the Complete Records section of our site.

The receiving party will be able to read or print the record, and they will be able to easily and instantly search the entire document electronically. You can direct them to a specific message or conversation by referencing a page number, or they can search the record electronically by keyword.

A Premium account is not necessary to communicate through our service, and our main website (Standard Plan), accessed via any internet browser, is designed to automatically resize and rearrange itself to fit the screen on any device, be it a smartphone, tablet, or regular computer. You can access your account anytime for free by opening an internet browser on your phone or other internet-connected device and navigating to talkingparents.com. 

Currently, the only way to see when a calendar event has been viewed, edited, or deleted is to obtain a copy of your Calendar Record. You can do this anytime by signing in to your account at talkingparents.com with any web browser, including the one on your phone. Navigate to Records -> Calendar Record.

Unfortunately, like any other form of electronic, written communication, we cannot prevent our users from inappropriately sharing their account information so others can sign in and post messages as them. Nor can we accurately track where a user is accessing our service from or what device they are using. Such information, in the form of an IP address, is not always accurate and is relatively easy to manipulate, even for someone who is not especially tech-savvy. It can be especially useless when the parties at issue sometimes share an internet connection or device. We also want to avoid possibly revealing a user’s physical location in cases involving domestic violence. As such, we do not log this information.

If you think the other parent may be having someone else post messages on their behalf, then we recommend you create a new conversation addressing your concerns and requesting that the other parent change their account password and otherwise cut off access for the third party. If you think the other parent may be acting in violation of a court order, then we must recommend you consult with a qualified local attorney or the court itself. If you do not have a lawyer and need one, you can find one close to you in our Lawyer Directory.

You will know when the other parent first views your messages because that view information will be logged within the conversation, just like a message (even if they do not post a reply). You can go back and view any of the messages you have posted to see if the other parent has viewed them. All view information is also listed in your Complete Records.

  1. Go to the Sign In page.
  2. Under the Sign In button, click on Forgot Email or Password? 
  3. Follow the on-screen instructions. 
If you do not have a phone number saved to your account or no longer have access to the phone number or email address associated with your account, please Contact Us, and we will help you regain access to your account.

Payment

Access to our iPhone and Android apps require a Premium account. However, if you do not want to pay for a Premium account, you can still access your Free account at TalkingParents.com
 
Access to our iPhone and Android apps require a Premium account. However, if you do not want to pay for a Premium account, you can still access your Free account at TalkingParents.com.

There is no registration, monthly, or yearly fee to use the Free Talking Parents plan. The only time Free users need to pay is when they order Records. Most users only need to purchase records when they are involved in legal proceedings.

Please see our Pricing Page for more details.

There is no registration, monthly, or yearly fee to use Talking Parents online (Standard Plan). The only necessary expense is when a user needs to obtain a copy of their record. Click here to see the cost for record purchases and Premium Plan options. Most users only need to obtain a copy of their records when they are involved in some legal proceeding. We also provide free PDF records to victims of domestic violence who need a copy but can’t afford to purchase one.

All payments and purchases are final and non-refundable unless there is an unresolvable issue or error with our service. 
 
If an issue or error is related to the user’s device, browser, internet connection, email provider, program, app, printer, or any other variable beyond our control, then a refund will not be given. If the user cannot or will not provide adequate proof of the issue or error, then the user will not be entitled to a refund.
 
Any payments processed by iTunes (Apple), including Premium account payments, must be canceled through the user’s iTunes (Apple) account. We do not have access to users iTunes account, and therefore, we cannot cancel these payments or issue any refund for these fees. Refund requests for payments made through iTunes (Apple) must be submitted directly to iTunes (Apple).

If you upgraded your account through our website, you can change your payment method anytime by signing in with any web browser (including the one on your phone) at talkingparents.com. Navigate to the Account Status section, and then click or tap Change Payment Method.

If you upgraded through our website, you can cancel your Premium account payments anytime by signing into your account at TalkingParents.com. Navigate to the Account Status section and click Cancel Premium Account.

If you upgraded through our website, you can cancel your Premium account payments anytime

  1. Sign In to your account online
  2. Navigate to the Account Status
  3. Click Cancel Premium Account.

Apple requires that certain apps (like ours) pay a 30% fee to use their in-app purchase system. However, the rules are not applied evenly for all apps. When we chose not to use the Apple in-app purchase system, Apple rejects our app updates that include bug fixes and app enhancements. They reject any buttons or external links containing product info or discounted prices on our website. Because updates and enhancements are important to our Apple App users, we chose to enable in-app purchases. This decision allows us to keep our app in the Apple App store, but it also causes us to have to raise the price of subscriptions to Talking Parents if they are purchased through the app store.

 
If users want to upgrade from a Free account for a lower price, Apple bars us from offering that option in our app or linking to the offer on our site. Users have to take multiple steps and go to a browser or desktop. To access a paid subscription for $5.99 per month, you will need to upgrade your account via the Talking Parents website.

Account Setup

Currently, all Talking Parents records are limited to just two participants. We plan to expand our service to allow for more than two participants on a single record, but for now, once you obtain your PDF record, it can easily be emailed or printed and shared with another party.

Watch this video to learn how to create an account. Or follow the instructions below to create an account.

  1. Sign up by visiting TalkingParents.com.
  2. Click Create Account.
  3. Fill out the registration form and then log in to the email box you used to sign up and check for the verification email.
  4. Make sure you enter your email address entirely and correctly, do not include extra spaces or punctuation marks.
  5. Verify your email address using the email sent from our system.
  6. You will receive an automatic email notification when your account is matched with the other parent's account.
    • You can then sign in and begin communicating through our service.

  1. Once the other parent signs up, we will match your account with theirs and activate both accounts. You will receive an email notification when your account is activated in this way so you can sign in at Talking Parents and begin communicating with the other parent.
  2. If the other parent hasn't signed up yet, you can follow these steps to invite them again
    1. Sign into your account on any web browser
    2. You will see the information you entered to sign up (you can edit that info if you want to, don't forget to Save Changes)
    3. Scroll down the page until you see: Why hasn't the other parent signed up?
    4. Enter the other parent's email address
    5. Choose Send Invitation

Unfortunately, there isn’t much we can do to compel the other parent to sign up. If you are permitted to have such contact, then you may want to try reminding the other parent to sign up. The other parent does not need to receive any invitation from us; all they need to do is go to www.talkingparents.com and sign up just like you did.
 
If you think the other parent may be acting in violation of a court order by not signing up, then we must recommend you consult with a qualified local attorney or the court itself.

Account Info

Due to the secure nature of our service, we can not update user information without verifying your identity. Therefore, all users must follow our Identification Security Process to guarantee your information remains safe.
Please follow these instructions:
 
  1. Contact us to receive the Identification Security Process Documents.
  2. Present both documents to a Certified Notary. (Banks and most shipping centers have notaries that will notarize documents for a small fee.)
  3. The Notary will need to fill out the Notary Acknowledgement document.
  4. You will need to fill out the User Identification Form.
  5. Sign the User Identification Form in the presence of the Notary.
Once completed, send both documents via Certified Mail to the address below:
Talking Parents
ATTN: Support
P.O. Box 446
Fort Walton Beach, FL 32549

*To send a certified letter, visit your local postal office.​

Once we receive verification of your identity, we will then manually update your account information and notify you on how you can reset your password and regain access to your account.

  1. If you need to communicate with different co-parents about different children, you are welcome to create as many Talking Parents accounts as you need. 
  2. However, you will need to use a different email address for each account. We can not match you with a new co-parent using an existing matched account. If you provided your phone number for your first account, then you will need to leave that section blank for your second account. Watch this video to learn how to create an account.

If you have a court requirement to check your account at certain times or intervals, then to be safe, you may want to create a new conversation called “Checking In” and inform the other parent that you will be checking your account per the court order.

If there are no new messages for you to view or you do not need to post any messages for the other parent, then you can simply post a message under the conversation to document your check-in. Each message that is sent records the time and date it is submitted and should serve as proof of your compliance with any court order to use our service.

Due to the secure nature of our service, we can not delete user information or user accounts. However, when a parent no longer wants or needs to use our service—either permanently or temporarily—we recommend taking the following actions:

  1. Create a New Conversation to inform the other parent that you plan to stop using Talking Parents. This message provides notice and documentation of your decision.
  2. Navigate to the Email Notifications option in the menu and turn the New Message notifications Off, which will ensure that you stop receiving message notification emails.
  3. Stop using Talking Parents.
By following these steps, you will be able to access your complete record at any time in the future if you need to. You can also quickly begin using our service in the future if you change your mind

Unfortunately, there is not much we can do to compel a parent to use our service in a constructive, positive manner or to abide by a court order. We always recommend parents first attempt to address any specific concerns with the other parent through our service, thereby documenting their attempts to be cooperative and resolve issues civilly.

If you think the other parent may be acting in violation of a court order, we suggest you contact your attorney. If you do not have one, you can use our Lawyer Directory to find a lawyer near you.

You can easily reset your password anytime. Just go to TalkingParents.com and click on Forgot email or password? under the Sign-in Box.
 
Then use either your email address or your mobile number to reset your password.
 
Please also be sure to enter your email address entirely and correctly when you sign in. You will get the same error, whether your email address, password, or both are entered incorrectly.

Attachments

Attached files are available for download for seven days for Standard Plan users, at which point they are archived and moved to long-term storage and no longer accessible. If a user needs to regain access to their archived files, then they can do so anytime by upgrading to a Premium Plan and using the Attachment Library.

You can attach files when accessing your account with any internet browser, including the one on your phone. You should be able to attach up to five files to each message. You can attach files to the first message in a new conversation or to a new message within an existing conversation. We currently limit file sizes to 25mband please note you can only select files from one folder or location at a time, so if you need to attach files from multiple folders or locations, you will need to create multiple messages.
 
To attach a file when accessing your account with an internet browser, including the one on your phone, follow these steps:

  1. Under the box where you type your message, click or tab where it says Attachments next to the little paperclip icon.
  2. Drag and drop files into the box or click the box to select the file you want to attach.
  3. You should now see the file icon in the attachment box, along with an option to remove the file.
  4. Be sure to type a message too. We recommend parents describe the content of the file and address any issues related to it. (This area is a great place to start a conversation regarding potentially contentious or confusing parts of the documents.)
  5. Press the Send button.
The other parent will then be able to download the file(s) you’ve uploaded. Each file upload and download will be clearly documented on your record.
 
To Download Files:
  1. Click on the name of the file under, and within the message it is attached.
  2. Your device may automatically download the file when you click on it, at which point you can then open and view it. Or, you may be able to right-click on the file name and select “Save as” to save the file to a specific location.
Finally, as an alternative, many parents choose to post a link/URL to a third-party file sharing service within a Talking Parents message. This option can be a good way to share large files like videos or many pictures and can usually be accomplished without sharing any contact information while still providing a record of the fact the file(s) were made available.

While your Conversation Record includes the details of every file upload and download, it does not include the attached files themselves.
 
Because we allow parents to share a wide variety of file types and formats – including audio and video files - it would be impossible for our printed records to include all shared files accurately. Also, if our records included attached files, then admissibility in court could become more complicated. If an attached file may be relevant as evidence in a court proceeding, then you will probably need to provide a separate copy anyway.
 
At this point, if you need an attached file and you do not have a copy saved somewhere else, then you will need to go back to the conversation where it was attached and re-download the file. Keep in mind you can regain access to all archived attachments anytime by upgrading to a Premium Plan.

Records

Our service does not allow you to alter your record by rearranging your conversations. This action is not possible with our service.

All communications are grouped into conversations. Every conversation is assigned a subject by the parent who created it. Conversations are presented in their entirety with no communications left out and arranged chronologically based on the most recent activity. All communications within a conversation are arranged chronologically, top to bottom, starting with the first communication under that subject.

Please contact our Support team and let us know you are a victim of domestic violence. We are happy to send you a courtesy record.

How to Purchase Electronic PDF Records:

  1. PDF records are $9.99 USD (or free with an upgraded account).
  2. Sign in to your account at Talking Parents using any internet browser, including the one on your phone.
  3. Navigate to the Records section of your account.
  4. Select the type of PDF record you want to purchase (conversation, calendar, journal).
  5. Enter your payment information and email to which you would like the record sent.
  6. Choose Submit Payment.
  7. Check your email for the PDF record.
  8. Once you obtain a copy of your record in PDF format, you can quickly view, save, print, or forward it using email.
*You can always upgrade your account to have unlimited FREE access to PDF Records.

How to Purchase Certified Printed Records:
  1. Certified Printed Records cost $39.99 USD + $0.19 per page (cost includes shipping).
  2. Sign in to your account at talkingparents.com using any internet browser, including the one on your phone.
  3. Navigate to the Records section of your account.
  4. Select the type of Printed record you want to purchase (conversation, calendar, journal).
  5. Choose Calculate Printed Record Cost. You can calculate the cost even if you choose not to purchase the record.
  6. Review the cost of your printed record and enter your payment and accurate shipping information.
  7. Choose Submit Payment.
  8. Printed records usually ship within two business days of purchase and typically arrive within two days of shipping.

We keep all-time information in Coordinated Universal Time (UTC) to ensure accurate records, but users can choose to display their time information in any time zone.
 
You can easily change the Time Zone for your Talking Parents account anytime. You can change it as often as you like, even if you’re only in a different time zone for a brief period. You will need to sign in to your account with a web browser at talkingparents.com to find the My Info section or under the More/Menu option with our apps.
 
Once you navigate to the My Info section of our website after signing in, then select a new time zone from the drop-down menu and press the Save My Info button. Doing so will convert the times for all of your existing messages, including all of the times on your Complete Records.
 

PDF Records
All PDF Record purchases are final and non-refundable unless there is an issue with our service that prevents the user from obtaining the record or a technical error with the record itself. 
Issues or errors must be related to our service or the record itself, and not the user’s device, browser, email, PDF viewer, printer, or any other variables beyond our control.

If we can resolve the issue promptly, then the user will not be entitled to a refund. All issues relating to the situation must be reported to us by the user.

Printed Records
All Printed Record purchases are final and non-refundable unless our own error prevents delivery of the record, or the record itself is flawed in some way due to our own actions. All issues related to the situation must be reported to us by the user. 

We will not issue a refund if:
  • The user provides an incorrect or incomplete shipping address
  • The user purchases the wrong type of record
  • If a record is damaged in shipping
  • If a record is delivered after the expected delivery date/time

We will issue a refund if:
There is a flaw with the delivered record that negatively affects its usefulness and could have been prevented by us; then we will issue a full refund to the user and ship a new printed record right away at no cost to the user.

Mobile App

First, please be sure you have the latest version of our app installed on your device. You may want to remove our app entirely and then re-download it from the store to be sure.
 
If your account should be in Premium status and you upgraded through iTunes, then you probably need to get iTunes to notify your device that you already have an active subscription to our Premium service. Please note that you can always use a web browser on your phone to access your account at talkingparents.com as a backup if you have issues with our app.
 
If you are not already familiar with viewing your iTunes purchases and subscriptions, please review this Apple Support Article.
 
You should be able to find all of your previous subscriptions and purchase information through your iTunes account. Here you can determine if your automatic payment to us failed. If it did, then you will need to re-upgrade, and in that case, we recommend you do so through our website, not iTunes.
 
If your subscription to our service through iTunes is still active

  1. First, remove our app and reinstall it.
  2. Then sign in, and you should have the option to select that you already have an active subscription once you tap on the upgrade option. Sometimes iTunes will fail to send notice to your device that your payment has been processed until you select his option.
 
If your payments and subscription through iTunes are not active
  1. New accounts can only be upgraded through our website.
  2. Open any internet browser on any device, including your iPhone.
  3. Type in talkingparents.com and sign in.
  4. Navigate to the Upgrade Account section.
  5. Once you upgrade through our website, you can sign back in with the app without being prompted to upgrade again.

Please try removing our app from your phone and then downloading it again from the store. Doing this will ensure you have the latest version of our app installed.

When you first log into the app

  1. Select About from the menu.
  2. Click on the green button that says Reregister Push Notifications.

This action will re-enable all notifications from the app. Please note you may also need to adjust your device notification and privacy settings to allow notifications from our app.

First, please double-check to be sure you have the latest version of our apps installed.
 
If you are using our Android app
You should see a little paperclip icon on the page where you draft a new message. Tapping it should allow you to select files to attach.
 
If you are using our iPhone app
You should see the little file and camera icons at the top of the text entry box, which allows you to select files from either your iCloud or camera roll.

(You may also need to adjust your device settings to allow our app to access your files.)
 
Please note you can also attach files when accessing your account with the internet browser on your phone or any other device. Please see: How do I attach files under the Attachments FAQ section.

Find a Lawyer

Unfortunately, we cannot provide our users with any legal advice or instruction. However, we do offer blog articles that many users find helpful.

If you think the other parent is acting in violation of a court order, or you would like to find out what support may be available through the legal system, then we recommend you contact an attorney, or the court itself.

You can use our Lawyer Directory for help locating a lawyer near you.