We're a small, dedicated team based in Australia. Reach out and we'll get back to you quickly.
Choose the address that best matches your enquiry — we route each inbox to the right person.
Prefer to message? Reach us on WhatsApp or WeChat during business hours (Mon–Fri, 9 am–6 pm AEST).
0435 428 855
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0435 428 855
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Messaging channels are for support enquiries only. Please do not share sensitive personal or payment information via WhatsApp or WeChat.
1–2 business days
All enquiry types
💬 WhatsApp / WeChat
Within a few hours
Business hours only
🔒 Privacy requests
Within 30 days
As required by law
How quickly will you respond?
We aim to respond to all emails within 1–2 business days (AEST). WhatsApp messages are typically answered within a few hours during business hours.
My child can't log in — what should I do?
Email support@focusedu.com.au with your registered parent email address. Include your child's display name and a brief description of the issue and we'll sort it out promptly.
How do I cancel or pause my subscription?
Log in to your parent dashboard, go to Account → Subscription, and select Cancel or Pause. If you need help, email support@focusedu.com.au with your account email.
Can I get a refund?
Please refer to our Terms of Service for our refund policy. For billing enquiries, email support@focusedu.com.au with your order details.
How do I make a privacy complaint?
Email support@focusedu.com.au with the subject line "Privacy Complaint". We will acknowledge your complaint within 5 business days and respond fully within 30 days.