Frequently Asked Questions
How do I request a refund?
Users can request a full refund for their subscription within the first 30 days after purchase. To request a refund, contact the OFW customer support team at +44 (0)203 514 0008 or firstname.lastname@example.org. Refunds are not issued outside of the 30-day window. For more information about our refund policy, click here.
I no longer wish to use my account. How do I delete it?
While OFW accounts cannot be deleted, if you no longer wish to use your account and are within the 30-day refund window, contact us.
If you are beyond the 30-day refund window and no longer wish to use your OFW account, check that your account is not set up for auto-renewal. You may also wish to disable your account notifications or delete the OFW app from your mobile device.
How do I set up auto-renewal?
To enable auto-renewal for your account, log into the OFW web application and navigate to Billing within the My Account section. Once there, click the Edit link next to Auto Renew. You will then be walked through selecting the subscription options for your next renewal.
How do I cancel the auto-renewal for my account?
To cancel auto-renewal for your account, log onto the OFW web application and navigate to Billing within the My Account section. Once there, click on the link that says ‘Cancel Auto-Renewal’.
I’m a military member. How do I renew the military family discount?
If you’ve applied for and have received the military family discount in the past, you do not need to resubmit an application when renewing. You can have the complimentary subscription applied to your account after your co-parent has purchased their renewal. Once your co-parent has renewed, contact our customer support team to request the military discount.
Alternatively, if you'd like to renew your account and apply the complimentary subscription to your co-parent, contact our customer support team for help with your renewal.
How do I add more MyFiles storage space to my account?
To upgrade your storage space on OurFamilyWizard, log onto the OFW web application and navigate to Billing within the My Account section. Once there, click on the ‘Click Here to Upgrade’ button next to MyFiles Space. The cost of the expanded storage space will be pro-rated for the remaining time you have on your OFW subscription.
How do I add ToneMeter™ to my account?
To enable ToneMeter™, log onto the OFW web application and navigate to Billing within the My Account section. Click on the ‘Click Here to Upgrade’ button next to ‘ToneMeter™.’ The annual cost of ToneMeter™ will be pro-rated for the time you have remaining on your OFW subscription.
How do I purchase my co-parent’s subscription?
To purchase your co-parent’s subscription, log onto the OFW web application and navigate to Billing within the My Account section. Where your co-parent’s subscription expiration date is listed, click on the Renew Now! button.
You are only able to purchase your co-parent's subscription if their account does not have an active subscription. If their account has not yet expired, you will not see the option to renew your co-parent's subscription.
How do I update my billing information?
To update the billing information used for subscription purchases, log onto the OFW web application and navigate to Billing within the My Account section. Once there, click the 'Edit' button located in the 'Payment Information' section.
Renewing your subscription
You can renew your OurFamilyWizard subscription at any time, either before or after your account expires. If your account expires before you are able to renew, you will not lose any information within your account.
We want every parent who could benefit from the tools on OurFamilyWizard to be able to use them. That's why we have two affordability programmes to help parents with subscription costs.
Financial Hardship Assistance Programme
Parents in financial need can qualify for free or reduced rate subscriptions through the OFW Financial Hardship Assistance Programme.
Military Family Discount
To show our support, we provide subscriptions at a greatly reduced rate to military families. If you or your co-parent are either active duty, retired military, or a veteran, you pay for one parent subscription and receive the second at no cost.