Frequently Asked Questions

How do I know if my 2nd Generation charger is affected?

If you own an affected Yoto Player (2nd Generation) manufactured and sold between 2021 and 2023, you will have received a message from us via email and in the Yoto App. You can also recognise affected 2nd Generation chargers by checking:

1. If your 2nd Generation charger has an interchangeable three-pronged (UK Type G) pin and

2. If your 2nd Generation charger has a Yoto logo on the front and

3. If the rating plate of the charger contains the Mass Power icon and logo.

You can also compare your product to the images below, where the impacted product is circled in red.

Where can I find the discount code to order my free replacement pin? 

If your 2nd Generation charger is affected, the Yoto account holder will receive an email from us and communication in the Yoto App, which will include the code to order your free replacement part. If you have not received this email or App notice, and you believe that your 2nd Generation charger is affected, please email pictures of the back and front of your charger, along with Registration Code and Serial Number to [email protected]. 

I have more than one Yoto Player 2nd Generation with an affected charger, can I order more than one? 

You will be able to order one free replacement part for each affected Yoto Player 2nd Generation that you own. Add the replacement pins to your basket and adjust quantity as needed, and use the provided code to place your free order. If you have multiple chargers for one Yoto Player (2nd Generation), please contact our team on [email protected]. 

How long will it take to arrive?

We will send the replacement part as soon as possible and you will receive an email when it has been dispatched. Expected delivery will be early January 2025. 

Can I use my Yoto Player 2nd Generation whilst I wait for the replacement pin to arrive?

Whilst you wait for the replacement UK plug adaptor, you can continue using your Yoto Player, but we advise you to take extra care when charging it. In the unlikely scenario that the interchangeable pin breaks, please do not attempt to remove the rest of the unit from the wall. Removal should only be attempted when the electricity supply has been shut down at the mains. As always, only adults should be responsible for charging and all electrical plugs should be kept out of reach of young children. For more information on safe listening, please visit our Product Safety pages.

Will it be hard to replace the pins? 

This is a very simple removal and replacement process. Step-by-step instructions on how to slide in the new interchangeable pin will be provided with the product, and you can speak to one of our support specialists via live chat, phone or email if you have any questions. Video instructions can also be found at the top of this very page.

What should I do with the original pin?

Once you have received a replacement UK plug adaptor, the original should not be used again. Instead, original pin attachments can be disposed of as waste electrical equipment (WEEE) at your local Household Waste Recycling Centre or electrical retailer.  

What further support is available?

For any questions or issues, you can email us at [email protected] or use the live chat found on this page. One of our specialists will be available to assist you 24 hours a day, Monday through Friday.