Frequently asked questions about Yoto accounts

<h1 id="frequently-asked-questions-about-yoto-accounts">Frequently asked questions about Yoto accounts.</h1><h2 id> </h2><h2 id="isPasted">Why do I need an account?</h2>We require customers to create an account so that we can ensure any Yoto Cards that you have purchased are correctly added to your account, meaning you can access them from your Yoto App&apos;s card library.Rest assured that we keep your information safe and never share it with anyone else, but we do use 3rd party programs in order to keep your information safe.&#xA0;<a href="http://yotoplay.com/legal/privacy-policy" target="_blank" rel="noopener noreferrer">Click here to read our full privacy policy (link opens in a new tab).</a><h2 id="-1"> </h2><h2 id="how-do-i-create-and-access-my-yoto-account">How do I create and access my Yoto account?</h2>You can sign up and log into your account from our website, <a href="http://yotoplay.com" rel="noopener noreferrer" target="_blank">yotoplay.com</a>, using the button in the shape of a person, found in the top-right corner. It&apos;s the one between the search icon and the wishlist.<img src="https://attachments.gorgias.help/Aa90l7EQnv7JWorj/hc/9JWjXVxGb7DvMqmO/2025070307-0c15f97c-132e-446f-955e-c5b4af281e1a-yotoaccount.png" style="width: 200px;" class="fr-fic fr-dib"> You can also create an account from the Yoto App, before log in.If you have forgotten your password, click on Login, and select the Forgot your password? option. Remember to check your spam folder for the password reset email!Note: becoming a Yoto Club member does not automatically create an account. You will need to use the same email address that you used to purchase your Club membership to also create an account on our website. <h2 id="can-i-change-my-accounts-email-address">Can I change my account&apos;s email address?</h2>The email address of your Yoto account cannot be changed.If you have lost access to your old email address, please create a new Yoto account. By adding your new Yoto account to the Family Account, you will retain access to your devices and library.&#xA0;<a href="https://support.yotoplay.com/en-US/adding-users-to-a-family-account-10967">See this article on how to add users to Family Accounts.</a> Once you have added the new account to your family, you can remove the old account.&#xA0;<a href="https://support.yotoplay.com/en-US/removing-a-user-from-a-family-account-33388">See this other article on how to remove users from the Family Account.</a>The order history, wishlist, saved address, and Yoto Club subscriptions, however, cannot be moved&#x2014;but we will do our best to help you close down the old account.<h2 id="-2"> </h2><h2 id="how-do-i-delete-my-account">How do I delete my account?</h2><p style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted">To delete your account:&#xA0;<ul style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; padding-inline-start: 32px; list-style-type: disc; color: rgb(22, 22, 22); font-family: Inter, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">Open the Yoto App</li><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">Go to the Settings tab</li><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">Tap the three dots menu next to a user&#xA0;</li><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">This will show the menu with the remove options</li><li style="box-sizing: inherit; font-family: Inter; -webkit-font-smoothing: antialiased; font-style: normal; font-size: 16px; line-height: 24px; margin-block-end: 8px;">Select &quot;Delete my Yoto app account&quot;&#xA0;</li></ul>Note: if you inadvertently delete your account, contact us, and we may be able to reinstate it.

Account FAQs

<h1 id="isPasted">Common log-in issues.</h1>If you&apos;re not able to log in to your Yoto account and are not receiving a password reset email when requested, here are some things to try. You&apos;d be surprised how often these work!<ul><li style="font-family: Inter; font-size: 16px;">Make sure you&apos;re using the email that you signed up with: you can check this in the Settings tab of your Yoto App.</li><li style="font-family: Inter; font-size: 16px;">Check for typos in your email or password. We&apos;ve all typed .con instead of .com sometime!</li><li id="isPasted" style="font-family: Inter; font-size: 16px;">Check your spam folder or other folders of your inbox. The password reset email may be waiting for you.</li><li id="isPasted" style="font-family: Inter; font-size: 16px;">Try to Sign up instead of Log in. Sometimes the log in doesn&apos;t work because the account doesn&apos;t exist yet.&#xA0;</li></ul><h4 id> </h4><h2 id="too-many-log-in-attempts">Too many log in attempts</h2>If too many log in attempts are unsuccessful, the account will be temporarily blocked for its safety. If this happens, don&apos;t worry! Just get in touch and we&apos;ll unblock it for you. <h2 id="removing-an-email-address">Removing an email address</h2>If the original email address you used is incorrect or not in use any more, and you wish to remove it from your Family account:&#xA0;<ul><li style="font-family: Inter; font-size: 16px;">Go to the Settings section of the app</li><li style="font-family: Inter; font-size: 16px;">Tap the three dots menu next to the email address you wish to remove &#xA0;</li><li style="font-family: Inter; font-size: 16px;">Tap Leave this&#xA0;family account</li></ul><a href="https://support.yotoplay.com/en-US/removing-a-user-from-a-family-account-33388">Click here for the full article on removing users from a Family Account.</a>

I can't log in to my Yoto account

<h1 id="a-quick-guide-to-family-accounts">A quick guide to Family Accounts</h1>When you set up a player to get it online and pair it with the phone you are using for the Yoto app, you automatically create what we call a &#x2018;Family Account&#x2019;.&#xA0; <img src="https://attachments.gorgias.help/uploads.gorgias.io/Aa90l7EQnv7JWorj/FA_Set_up-3b73b611-e4f0-44a3-884b-939b50f9eb68.png" style="width: 300px;" class="fr-fic fr-dib" alt="Pairing smartphone and Yoto player"><a href="https://support.yotoplay.com/en-US/pairing-your-phone-and-your-player-10966">Click here for a&#xA0;</a><a href="https://support.yotoplay.com/en-US/pairing-your-phone-and-your-player-10966">guide to pairing your phone and your Yoto player</a> A Family Account can be just one member and one player, or you could add more players and multiple members to the same account.<img src="https://attachments.gorgias.help/uploads.gorgias.io/Aa90l7EQnv7JWorj/FA_multi_member_multi_players-e1985db5-d5fc-47ff-ae34-2c6ef801a0a5.png" style="width: 300px;" class="fr-fic fr-dib" alt="Adding multiple accounts to the Family Account"> <h4 id="a-family-account-lets-anyone-who-is-a-member-use-the-yoto-app-to">A Family Account lets anyone who is a member use the Yoto app to:</h4>Control your player/s Use the app to play content, adjust the volume, set a sleep timer etc. for any players in the Family AccountManage player settings Control features behind the scenes, like setting sleep and wake times, customizing the color of the nightlight and setting maximum volume.Access cards you buy from Yoto instantly When you purchase cards from the Yoto Store (using the same email address as you use for the app) those cards will be added to your Library straight away, so you can enjoy listening to them before the actual cards arrive in the post

What are Family Accounts?

Set up your Yoto player so that more than one person can be linked to the same account

Adding users to a Family Account

How to add a second or more Yoto players to your Family Account

<h1 dir="ltr" id="isPasted">How to add a second or more Yoto players to your Family Account.</h1> If you own more than one player, you can set them up in the same Family Account!<h2 id> </h2><h2 id="benefits-of-adding-a-second-player-to-your-family-account">Benefits of adding a second player to your Family Account</h2>If you have had your player for a while, you will know the benefits of Family Accounts, and how they allow more than one parent to manage settings on the player, as well as see and play all of a family&apos;s audio content directly from the phone.If you own more than one player, you can add all of your players to the same Family Account. This lets you manage them from a single screen in the Yoto app with a single login (per user).<h2 id="-1"> </h2><h2 id="how-to-add-a-second-player-to-your-family-account">How to add a second player to your Family Account</h2>You can set up a second player and join it to your Family Account as part of the Set Up a Player process.&#xA0;<a href="https://support.yotoplay.com/en-US/setting-up-your-player-3098">Click here for our full guide to setting up a new player.</a><img src="https://attachments.gorgias.help/uploads.gorgias.io/Aa90l7EQnv7JWorj/Setup_player_-_intro-1d128695-2515-4134-a301-5a2c195b2584.png" style="width: 500px;" class="fr-fic fr-dib" alt="Yoto app - set up a player"> To pair your phone and join the player to your family account, simply tap the Pair My Phone button.<img src="https://attachments.gorgias.help/uploads.gorgias.io/Aa90l7EQnv7JWorj/Player_paired_button-be31004e-7c6c-4037-a993-dde4e4ee38a6.png" style="width: 500px;" class="fr-fic fr-dib" alt="Yoto app - pair my phone"> <h2 id="what-your-account-will-look-like-in-the-app">What your account will look like in the app</h2>Once you have set up your second player in your Family Account, you will be able to see it in the Settings tab in the app, as well as details of all paired users and any other players.You will also be able to access the settings pages for each Yoto player in your account, in order to manage settings and personalize features such as bedtime/wake time and the setting of the color of the nightlight (on Yoto Players (3rd Generation)).<a href="https://yoto-support.gorgias.help/en-US/articles/general-troubleshooting-2298">If you get stuck or the Player or app is behaving differently to what is described above, click here to visit our troubleshooting section.</a>If you need help, don&apos;t hesitate to contact us!

Adding players to your Family Account

How to remove a user's account from a Family Account

Removing a user from a Family Account

Important: Our referral program differs depending on your region:. Please make sure to follow the instructions for your region. We’ve made referring friends even easier and more rewarding, for both you and your friends!. When your friend uses your re

Important: Our referral program differs depending on your region:<ul><li style="font-size: 16px;">In UK, US, AU, CA&#xA0;we have launched a New Refer a Friend program with discount rewards.</li><li style="font-size: 16px;">In EU/FR the Yoto tokens-based program remains active until August 2026.</li></ul>Please make sure to follow the instructions for your region. <h1 dir="ltr" id="new-refer-a-friend-program-uk-us-ca-au">New Refer a Friend Program (UK, US, CA, AU)&#xA0;</h1><h2 dir="ltr" id="whats-new">What&#x2019;s new</h2>We&#x2019;ve made referring friends even easier and more rewarding, for both you and your friends!<ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">When your friend uses your referral link to purchase a Yoto Player, Yoto Mini, or a bundle containing one of the two, they&#x2019;ll get a discount voucher&#xA0;on their order.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Your friend does not need to be a new customer; as long as the order includes a Player, Mini, or qualifying bundle, the discount applies.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Once your friend&#x2019;s order is complete, you&#x2019;ll receive your own reward voucher by email, valid on any future purchase for 6 months.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Old tokens from the previous program can still be used at checkout until August&#xA0;2026.</li></ul>This means both you and your friends benefit, your friends get a discount right away, and you get a voucher to spend on your next Yoto purchase. <h2 dir="ltr" id="how-to-find-your-referral-link">How to find your referral link</h2><h3 dir="ltr" id="on-the-website">On the website:</h3><ol><li dir="ltr" style="text-decoration: none; font-family: Inter;">Log in to your account at<a href="https://www.yotoplay.com" style="text-decoration:none;">&#xA0;yotoplay.com</a>.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Go to My Account &#x2192; Refer a Friend.<img src="https://attachments.gorgias.help/Aa90l7EQnv7JWorj/hc/9JWjXVxGb7DvMqmO/2025111914-be1cdeca-7427-4c3d-a693-6b2bf3b98243-5ba022cc-ddc0-466e-9f2c-c8354f58ea92.png" width="602" height="287" class="fr-fic fr-dii"></li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Copy your unique&#xA0;referral link and share it with friends and family. </li></ol><h3 dir="ltr" id="on-the-yoto-app">On the Yoto app:</h3><ol><li dir="ltr" style="text-decoration: none; font-family: Inter;">Open the app and go to the&#xA0;Library tab.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Tap the gift icon in the top-right corner.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Enter your email to receive your referral link, then copy it and share!</li></ol><h3 dir="ltr" id> </h3><h2 dir="ltr" id="heres-what-you-and-your-friends-get">Here&#x2019;s what you and your friends get</h2><h3 dir="ltr" id="uk">UK</h3><ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">Referrer Voucher: &#xA3;15&#xA0; (valid for 6 months from issue)</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Friend Voucher: &#xA3;15 when purchasing outside a sale,&#xA0;&#xA3;5 when purchasing during a promotion (expiry date shared when the voucher is issued) </li></ul><h3 dir="ltr" id="us--ca">US / CA</h3><ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">Referrer Voucher: $20 (valid for 6 months from issue)</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Friend Voucher: $20 when purchasing outside a sale,&#xA0;$5 when purchasing during a promotion (expiry date shared when the voucher is issued) </li></ul><h3 dir="ltr" id="au">AU</h3><ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">Referrer Voucher: $30 (valid for 6 months from issue)</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Friend Voucher: $30 when purchasing outside a sale,&#xA0;$10 when purchasing during a promotion (expiry date shared when the voucher is issued) </li></ul>Friendly reminder:&#xA0;<ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">Referrer vouchers can be used on any product (except Yoto Club subscriptions) and can be combined with other promotions.&#xA0;</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Friend vouchers are valid only on a&#xA0;Yoto Player, Yoto Mini, or qualifying bundle, and the&#xA0;expiry will be communicated to the friend when the voucher is issued.</li></ul> <h2 dir="ltr" id="a-few-handy-details">A few handy details&#xA0;</h2><ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">There&#x2019;s no limit, invite as many friends as you like!</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Share your referral link with friends and family only. Sharing your referral link online may result in your account being prevented from gaining rewards.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Every&#xA0;successful referral earns you a&#xA0;reward voucher.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">If you still have Yoto points or tokens from the previous program, you have until August&#xA0;2026&#xA0;to spend them.</li></ul> <h1 dir="ltr" id="tokens-program-eu-fr">Tokens Program (EU, FR)&#xA0;</h1><h4 dir="ltr" id="important-this-program-is-only-active-for-customers-using-httpseuyotoplaycom">Important: This program is only active for customers using <a data-fr-linked="true" href="https://eu.yotoplay.com/" id="isPasted">https://eu.yotoplay.com/</a>.</h4><ul><li dir="ltr"><h4 id="thenew-refer-a-friend-programisnot-livein-these-regions">The&#xA0;new Refer a Friend program&#xA0;is&#xA0;not live&#xA0;in these regions.</h4></li><li dir="ltr"><h4 id="for-customers-in-the-uk-us-au-and-ca-the-old-token-based-program-has-been-replaced-by-the-refer-a-friend-program">For customers in the UK, US, AU, and CA, the old token-based program has been replaced by the Refer a Friend program.</h4></li></ul> <h2 dir="ltr" id="the-program">The program</h2>Our loyalty program allows you to give a 10% discount code to your friends on their first order with us, while also earning for yourself. This code is unique for each use and is generated through a link you can share with friends and family.You can share the link only if you are already a Yoto customer with a Yoto account. <h2 dir="ltr" id="how-to-find-your-referral-link-1">How to find your referral link</h2><ol><li dir="ltr" style="text-decoration: none; font-family: Inter;">Log into your<a href="https://www.yotoplay.com" style="text-decoration:none;">&#xA0;yotoplay.com</a>&#xA0;account.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Navigate to My Account &#x2192; My Yoto Tokens</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Scroll down to find your referral link and share it with your friends.</li></ol>After your friends use the code and their order is verified (usually within 30 days), you will receive the corresponding tokens in your account.A few important notes:<ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">Using your own referral link will not work.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">If you share your link with someone on the same internet network as you, ask them to use a different network when clicking the link.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">The link will not work if your friend is using a different regional version of the Yoto store.</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">The referral program is to be used with family and friends only. Sharing your referral link online may result in your account being banned from the referral and loyalty program.</li></ul> <h2 dir="ltr" id="about-yoto-tokens">About Yoto Tokens:</h2>When you become a Yoto customer, you&#xA0;earn tokens&#xA0;when:<ul><li dir="ltr" style="text-decoration: none; font-family: Inter;">You refer a friend</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Make a purchase on our EU website</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">Follow us on social media</li><li dir="ltr" style="text-decoration: none; font-family: Inter;">On your birthday.</li></ul>Tokens can be redeemed for a discount at checkout&#xA0;via the Redeem your points for a discount&#xA0;section. Enter the amount of points you&apos;d like to redeem, then click Redeem.&#xA0;If you can&apos;t see this section, please ensure that you are using our own store checkout page, and not ShopPay checkout. If your browser defaults to ShopPay, you can exit by using the &apos;Back&apos; option, or even log out entirely from ShopPay.Only one discount code can be used per order, so if another discount is applied, tokens cannot be used for that purchase.Tokens remain valid until August 2026, so you have plenty of time to use any accumulated rewards.

How do I refer a friend?

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Yoto 

How to create, navigate and manage your Yoto account.

Account

What's in the box

Setting up your Yoto Player / Mini

Pairing your phone and your Player / Mini

Advice when giving a Player / Mini as a gift

Getting started

Controlling your player

Playing cards for the first time

Does my Yoto player need to be online to play content?

How much content can be stored on the Player / Mini for offline playback?

Charging the player's battery

How long does the battery take to charge?

How long does the battery last?

Battery level indicator

Using the battery saver mode

Using your player as a Bluetooth speaker

Using headphones with my player

Using the Yoto Player as a nightlight

Yoto Operating System (OS) updates

Yoto Beta program

Using your player

Downloading the Yoto App

Using the Yoto App (iOS and Android)

How to remove or delete cards from the library

Using the Sleep Timer

Setting an Alarm

Using the Volume Limiter

Yoto App updates

Using the Yoto App

What is Yoto Club?

When do I receive my Yoto Club credits?

How can I choose my Club cards?

How do I manage my Yoto Club subscription?

Yoto Club Collection

Why am I not getting the Club free shipping and 10% discount?

Can I gift a Yoto Club membership?

Subscription auto-renewal FAQ

Yoto Club

What are Yoto Cards made from?

Do you sell cards in different languages?

How to access cards in the Yoto App instantly after purchase

What are you doing to offer more inclusive content?

Sharing or gifting Yoto Cards

What are Digital Yoto Cards?

Yoto Cards

Introduction to Make Your Own

Record your own stories

Share audio remotely

How much content you can put on a Make Your Own Card?

Make a card from your own recordings and create playlists

Make a card from radio stations and podcasts in the Yoto app

Make a card from podcasts that are not in the Yoto app

Make a card from your own MP3 collection

Make a card from radio stations that are not in the Yoto app

How to add custom icons to your Make Your Own cards

Use a Make Your Own card to replace a Yoto Card

Adding files to a playlist from your phone

Can I reuse a Make Your Own Card?

Friends and Family Safe Sharing Policy

Can I make cards from Spotify/Libby playlists?

Make Your Own

Card reading issues

How to tell if your Yoto player is online

Wi-Fi and connection issues

Setting up your player on a different Wi-Fi

Using your phone as a hotspot

Player is frozen or unresponsive

How to reset your Yoto player

Sound stuttering or other playback issues

Yoto display icons

Error messages

Wi-Fi with Hyperoptic broadband or network name longer than 31 characters

Headphone port troubleshooting

Yoto Player (3rd Generation) wireless charging dock troubleshooting and specifications