Question 1

How can I change my password?

Accepted Answer

You can reset it by selecting [b]"Forgot my password"[/b] on the login screen. A full password management feature is coming soon.

Question 2

Can I use one subscription for more than one child?

Accepted Answer

Yes. A single subscription allows you to create and manage multiple child profiles within the same account.

Question 3

Will I lose my data if I cancel and rejoin later?

Accepted Answer

No, your data will be saved unless you manually delete your child profile and/or account. When you resubscribe, you'll regain access to your saved information.

Question 4

Can I delete my data permanently if I stop using the app?

Accepted Answer

Yes. To delete your [b]child's profile[/b], go to the child's profile settings and select "Delete Profile." To delete your [b]entire account[/b], go to your account settings, scroll to the bottom, and select "Delete My Account." Once deleted, your data is permanently removed from our system.

Question 5

Can different family members access the same account?

Accepted Answer

Yes. You can invite family members (like co-parents, grandparents, or older siblings) into your Support Village at [b]no extra cost[/b]. Each person gets their own login while accessing the same child profile.

Question 6

Can Pip, the AI coach, really understand my child and give useful advice?

Accepted Answer

Yes, it will help you access the recommendations from therapists who support your child and also spot patterns, generate ideas, and reflect across environments. It's designed to enhance support and guarantee continuity of care, not override, your lived expertise and therapists.
Learn more about [b]Pip[/b] [url=https://understandingzoe.com/meet-pip][u]here[/u][/url].

Question 7

Do I need to be tech-savvy to use Understanding Zoe?

Accepted Answer

No. Understanding Zoe is designed to be [b]simple and intuitive[/b], so you can use it confidently without any special technical skills.

Question 8

How does Pip work behind the scenes?

Accepted Answer

[b]Pip[/b], our AI coach reads your observations, child profile details, documents uploaded and team input to suggest patterns, strategies, and conversation prompts. It doesn't diagnose, it supports you with insight and direction based on the data you provide.
Learn more about [b]Pip[/b] [url=https://understandingzoe.com/meet-pip][u]here[/u][/url].

Question 9

What can I ask Pip?

Accepted Answer

You can ask anything related to caring for your child. Examples include:
[ul]
[li]"What book do you recommend to share with my child about their assessment?"[/li]
[li]"What can I say to my child's new teacher about the accommodations needed in the classroom?"[/li]
[li]"Can you summarise what's been happening lately in the life of my child?"[/li]
[/ul]
Learn more about [b]Pip[/b] [url=https://understandingzoe.com/meet-pip][u]here[/u][/url].

Question 10

Does the platform adapt as my child grows or changes?

Accepted Answer

Yes. As your entries and child profile evolve, [b]Pip[/b] and insight dashboard update too. You'll receive suggestions that match your child's age, needs, and developmental stage. We work closely with a team of researchers and therapists to make sure it is always up to date with the latest evidence based research.

Question 11

What kind of insights can I expect from the observations log?

Accepted Answer

The observations help you notice patterns in your child's behaviour and emotional regulation, understand possible triggers like changes in sleep or environment, and celebrate small wins and strengths. Over time, it builds a clearer picture of what supports your child best.

Question 12

Is Understanding Zoe a replacement for traditional therapy?

Accepted Answer

No. Understanding Zoe is not a substitute for professional care. It's designed to [b]complement therapy[/b] by helping you reflect, track progress, and continue support strategies between sessions. It is also about sharing outside of the therapy session with the whole care village an aligned understanding of the child's needs.

Question 13

How is Understanding Zoe trained and supervised by professionals?

Accepted Answer

We work closely with a team of registered professionals who review conversations (anonymised for privacy), shape responses, curate key resources and help guide Understanding Zoe's development. Their expertise ensures the support you receive is grounded in evidence-based practice and lived experience.

Question 14

What makes Pip different from other AI chatbots?

Accepted Answer

Understanding Zoe is specifically designed for neurodivergent children and trained on evidence-based approaches. Unlike general AI chatbots, Understanding Zoe understands the nuances of the context of the conversations, removes AI-bias, is not connected to the internet. It provides responses grounded in lived experience and neurodiversity affirming approaches.
Learn more about [b]Pip[/b] [url=https://understandingzoe.com/meet-pip][u]here[/u][/url].

Question 15

Do I need to log on everyday?

Accepted Answer

You don't have to, but [b]frequent entries[/b] (even quick ones) help [b]Pip[/b] spot trends and offer meaningful insights. You can also backfill entries for high-stress weeks or milestones

Question 16

Is my information secure?

Accepted Answer

Yes. Understanding Zoe is built to meet ISO 27001 standards (certification in progress). Your data is encrypted, and only people you invite can access it. Visit our [u][url=https://trust.understandingzoe.com/]Trust Center[/url][/u]

Question 17

Do you sell data to third parties?

Accepted Answer

No. We don't sell your data, and we only share it with people you've explicitly invited to your support circle.

Question 18

Can I control what others can see about my child?

Accepted Answer

[b]Parents[/b] have full access, but cannot view conversations others have with the [b]Pip[/b], our AI coach.

[b]Care Village members[/b] (like teachers and therapists) can:
[ul]
[li]View and add to the *About Me* and *Observations*[/li]
[li]Talk to the [b]Pip[/b], our AI coach[/li]
[li]But [b]cannot[/b] upload documents, view private files, or invite others[/li]
[/ul]

Question 19

Who can see my child's information?

Accepted Answer

Only people you [b]personally invite[/b] to your Support Village can see your child's information. They will have access to:
[ul]
[li]Basic profile details (name, date of birth, gender, diagnosis)[/li]
[li]The *About Me* section[/li]
[li]All *Observations*[/li]
[/ul]

They [b]cannot[/b] see your uploaded documents or your private conversations with the [b]Pip[/b], our AI coach. You remain in control of who has access at all times.

Question 20

How do you protect sensitive documents like assessments and reports?

Accepted Answer

All documents you upload are [b]encrypted both in transit and at rest[/b], ensuring they remain secure at all times. Only you, as the account holder, can view or manage these files within the app.

Professionals and support team members [b]do not have access[/b] to your uploaded documents unless you choose to share them with them directly outside the platform.

Question 21

Where is my data stored?

Accepted Answer

We are working towards [b]ISO 27001 certification[/b], ensuring your data is managed with internationally recognised security standards.

Question 22

What does neurodiversity affirming mean?

Accepted Answer

Validating, respecting and embracing neurological differences as natural human variation instead of trying to change or suppress them

Question 23

What does neurodivergent mean?

Accepted Answer

It describes individuals whose brain wiring and cognitive processes diverge from those of neurotypical people that is, their thinking and processing differ significantly from dominant societal norms

Question 24

What is the difference between neurodiverse, neurodiversity and neurodivergent?

Accepted Answer

[ul]
[li][b]Neurodiverse[/b] refers to a group in which multiple neurocognitive styles coexist, for example, a classroom or family where some people are neurotypical and others are neurodivergent[/li]
[li][b]Neurodiversity[/b] is the overarching concept that neurological differences like autism, ADHD and dyslexia are normal variations in the human brain[/li]
[li][b]Neurodivergent[/b] describes individuals whose brain wiring and cognitive processes diverge significantly from dominant societal standards[/li]
[/ul]

Question 25

How much does Understanding Zoe cost?

Accepted Answer

Understanding Zoe starts with a [b]7-day free trial[/b]. After that it's [b]AUD $15 per month per family[/b] (or AUD $120 per year if you prefer one annual payment). You can invite teachers, therapists and family members at no extra cost.

Question 26

Can I upgrade from monthly to annual, or downgrade from annual to monthly?

Accepted Answer

Yes. To change your billing plan, simply [b]cancel your current subscription[/b] and then resubscribe to your preferred option. Your data and access will remain active until your original billing period ends.

Question 27

Is there a free trial I can test out before subscribing?

Accepted Answer

Yes. Every new family gets [b]7 days on us[/b]. Add a payment method to activate the trial; your card is [b]not charged until day 8[/b]. Cancel anytime during the trial from your account settings and you pay nothing.

Question 28

How do I cancel my subscription?

Accepted Answer

You can cancel your subscription anytime. Go to your profile, tap [b]Subscription[/b], then select [b]Cancel Plan[/b]. Your access will remain active until the end of the billing cycle.

Question 29

What if it's not the right fit after the trial?

Accepted Answer

If you forget to cancel and you're billed, email us at hello@understandingzoe.com within seven days and we'll refund that first payment in full—no questions asked.

Question 30

How do I download my Understanding Zoe invoice to submit to the NDIS?

Accepted Answer

To claim your subscription through NDIS as self-managed, you'll need your invoice. Here's how to download it:
[ol]
[li][b]Log in[/b] to your Understanding Zoe account.[/li]
[li]Go the profile icon on the right corner[/li]
[li]Tap [b]Subscription[/b][/li]
[li]Select [b]Invoices[/b][/li]
[li]Choose the one you need.[/li]
[li]Click [b]Download[/b].[/li]
[/ol]

This invoice includes all the information to process your reimbursement.

If you can't find your invoice or need help, email us at hello@understandingzoe.com – we're here to help.

Question 31

How does the platform help me in my role (as a teacher, therapist or support worker)?

Accepted Answer

Understanding Zoe gives you a quick overview of the child's profile, needs, and daily experiences, helping you tailor your support. It allows you to share observations and strategies with the family and other team members, creating a more consistent approach across home, school, and therapy settings.

Question 32

Can I prepare for upcoming sessions using Understanding Zoe?

Accepted Answer

Yes. Before your session, you can review the child's *About Me* profile and recent *Observations* or ask [b]Pip[/b]-Coach for a quick summary of what's been happening lately to understand their current experiences, challenges, and wins. This helps you plan targeted, responsive support for each session.

Question 33

Can I use my NDIS funds for Understanding Zoe, and what categories does it fit under?

Accepted Answer

[b]Yes, Understanding Zoe is NDIS-friendly.[/b]

If your child has NDIS funding, you may be able to claim your subscription under one of the following categories, depending on your plan goals and how you use the platform:
[ul]
[li][b]Core Supports – Consumables[/b] (commonly used for assistive apps or digital tools)[/li]
[li][b]Capacity Building – Improved Daily Living[/b] (if you're using Zoe to support goals around regulation, independence, or participation)[/li]
[li][b]Assistive Technology – Low Cost AT[/b] (if the platform helps with communication or executive functioning strategies)[/li]
[/ul]
We recommend speaking with your Plan Manager or Support Coordinator to confirm the best fit for your plan.

[b]Tip:[/b] Many families also use Understanding Zoe insights, daily logs and reports to strengthen evidence for NDIS reviews and planning meetings.

Question 34

I'm self-managed. How do I claim my Understanding Zoe subscription?

Accepted Answer

If you're self-managed, you can subscribe directly on our website and choose to pay [b]monthly or yearly[/b]. We recommend the [b]yearly option[/b] (it's easier to manage when submitting your claim).

Once your payment is complete, you can download your invoice from your account and submit it through the NDIS portal. Families usually claim this under [b]Core Supports – Consumables[/b] or [b]Assistive Technology – Low Cost[/b].

Question 35

I'm plan-managed. How do I set up payment through NDIS?

Accepted Answer

If you're plan-managed, email us at hello@understandingzoe.com with:
[ul]
[li]Your child's NDIS participant number[/li]
[li]Your Plan Manager's name and email[/li]
[/ul]

We'll send an invoice for the annual subscription. Once it's paid by your Plan Manager, you'll receive a coupon code to activate your account — no upfront payment needed.

Question 36

I'm NDIA-managed. Can I use my funds for Understanding Zoe?

Accepted Answer

[b]Not yet.[/b] Understanding Zoe isn't a registered provider at this stage, which means NDIA-managed participants can't claim the subscription right now. But we're actively working towards registration so more families can access support without barriers.

If you'd like to be notified when this changes, email us at hello@understandingzoe.com with the subject line [b]'NDIA managed'[/b] and we'll keep you in the loop.

Question 37

Can Understanding Zoe help with NDIS reviews or reports?

Accepted Answer

Yes. Many families use the [b]observations, progress logs, and summaries[/b] from Understanding Zoe to:
[ul]
[li]Show the impact of daily support strategies[/li]
[li]Demonstrate ongoing support needs[/li]
[li]Prepare for NDIS review meetings with more confidence[/li]
[/ul]

You can even ask our [b]Pip[/b], our AI coach for help drafting statements aligned with your plan goals.

Question 38

How do I invite others (like a teacher, therapist or support worker) into my child's support circle?

Accepted Answer

Go to the [b]Support Village[/b] tab and click "Invite." You'll be able to:
[ul]
[li]Send a personalized invite[/li]
[li]Set access levels[/li]
[li]Share context without overwhelming them[/li]
[/ul]

Question 39

How do I control who sees what in my child's profile?

Accepted Answer

When inviting someone to your Support Village, they don't have full access unless they are a parent. [b]Parents[/b] can see and manage everything except private AI conversations from others.

Question 40

What's the difference between parent access and professional access (teacher, therapist, support worker)?

Accepted Answer

[b]Parents[/b] have full access to all features, including uploading documents, managing subscriptions, inviting others, and viewing AI conversations (except those held privately by other users).

[b]Professionals[/b] can view the child's *About Me* profile, read and add *Observations*, and use the [b]Pip[/b], our AI coach. They [b]cannot[/b] upload documents, view private AI chats from others, manage billing, or invite new users.

Question 41

Can I see when someone in the support team adds a note or update?

Accepted Answer

Yes. When you log into the app, you'll be able to see any new Observations or updates added by your Support Village. This helps keep everyone aligned and informed.

Question 42

I've been invited to join a child's profile, what do I do?

Accepted Answer

Simply click the link in the email invitation you received. You'll be prompted to create a password and set up your account. Once that's done, you can access the child's profile and start supporting their journey.

Question 43

I've been invited to join a child's profile, what can I see and do?

Accepted Answer

As a Support Village member, you can:
[ul]
[li]View the child's *About Me* profile[/li]
[li]Read and contribute to *Observations*[/li]
[li]Ask the [b]Pip[/b], our AI coach for insights or ideas[/li]
[/ul]

You [b]cannot[/b] access uploaded documents, private AI chats from others, or invite new users.
Learn more about [b]Pip[/b] [url=https://understandingzoe.com/meet-pip?tab=village][u]here[/u][/url].

Question 44

Can I leave notes or suggest strategies for the family to see?

Accepted Answer

Yes. You can add observations, progress updates, or strategy suggestions directly into the *Observations* section

Question 45

Can multiple professionals be connected to the same child?

Accepted Answer

Yes. Understanding Zoe is built for team collaboration. Each professional receives individual access and can contribute entries that are visible to the broader support circle.

Question 46

Will other professionals see what I write?

Accepted Answer

*Observations* are visible to all members in the child's Support Village, including other professionals and caregivers. This shared visibility encourages aligned strategies and open communication. However, what you share with Pip is NOT shared with other users.

Question 47

Can I use Understanding Zoe across settings (home, school, therapy)?

Accepted Answer

Absolutely. The platform is designed to connect insights across all environments, helping everyone, from home to classroom to clinic, see the full picture of the child's needs and strengths.

Question 48

Do I need to pay to use the app if I've been invited?

Accepted Answer

No. If you've been invited by a parent or caregiver, there's no cost to join or use the app as part of their Support Village. If you experience any difficulty signing up, just email us at hello@understandingzoe.com

Question 49

Who is Understanding Zoe designed for?

Accepted Answer

Understanding Zoe is built for anyone supporting neurodivergent children, including:
[ul]
[li][b]Parents and carers[/b] looking for daily strategies and insights[/li]
[li][b]Teachers, educators, therapists, and support workers[/b] who want to understand and respond better[/li]
[li][b]Early childhood leaders[/b] creating inclusive environments[/li]
[li][b]Employers[/b] who want to support staff caring for neurodivergent children[/li]
[/ul]

Question 50

Is Understanding Zoe only for children with a diagnosis?

Accepted Answer

No. Understanding Zoe supports [b]any child with neurodivergent traits or unique needs[/b], whether they have a formal assessment or not. Early understanding and proactive support can make a big difference.

Question 51

Can I use Understanding Zoe for myself, as an adult?

Accepted Answer

Yes. While Understanding Zoe is designed for supporting children, many neurodivergent adults find it helpful too. You can create a [b]profile for yourself[/b], track your own patterns and needs, and invite trusted supporters to collaborate with you.

Frequently asked questions

Still have questions?

Frequently asked questions

Account Management5

How can I change my password?

Can I use one subscription for more than one child?

Will I lose my data if I cancel and rejoin later?

Can I delete my data permanently if I stop using the app?

Can different family members access the same account?

AI Coach & Core Features10

Can Pip, the AI coach, really understand my child and give useful advice?

Do I need to be tech-savvy to use Understanding Zoe?

How does Pip work behind the scenes?

What can I ask Pip?

Does the platform adapt as my child grows or changes?

What kind of insights can I expect from the observations log?

Is Understanding Zoe a replacement for traditional therapy?

How is Understanding Zoe trained and supervised by professionals?

What makes Pip different from other AI chatbots?

Do I need to log on everyday?

Data Privacy & Security6

Is my information secure?

Do you sell data to third parties?

Can I control what others can see about my child?

Who can see my child's information?

How do you protect sensitive documents like assessments and reports?

Where is my data stored?

Neuroaffirming Basics3

What does neurodiversity affirming mean?

What does neurodivergent mean?

What is the difference between neurodiverse, neurodiversity and neurodivergent?

Plans & Billing6

How much does Understanding Zoe cost?

Can I upgrade from monthly to annual, or downgrade from annual to monthly?

Is there a free trial I can test out before subscribing?

How do I cancel my subscription?

What if it's not the right fit after the trial?

How do I download my Understanding Zoe invoice to submit to the NDIS?

Professionals, Schools & NDIS7

How does the platform help me in my role (as a teacher, therapist or support worker)?

Can I prepare for upcoming sessions using Understanding Zoe?

Can I use my NDIS funds for Understanding Zoe, and what categories does it fit under?

I'm self-managed. How do I claim my Understanding Zoe subscription?

I'm plan-managed. How do I set up payment through NDIS?

I'm NDIA-managed. Can I use my funds for Understanding Zoe?

Can Understanding Zoe help with NDIS reviews or reports?

Support Village & Collaboration11

How do I invite others (like a teacher, therapist or support worker) into my child's support circle?

How do I control who sees what in my child's profile?

What's the difference between parent access and professional access (teacher, therapist, support worker)?

Can I see when someone in the support team adds a note or update?

I've been invited to join a child's profile, what do I do?

I've been invited to join a child's profile, what can I see and do?

Can I leave notes or suggest strategies for the family to see?

Can multiple professionals be connected to the same child?

Will other professionals see what I write?

Can I use Understanding Zoe across settings (home, school, therapy)?

Do I need to pay to use the app if I've been invited?

Who It's For3

Who is Understanding Zoe designed for?

Is Understanding Zoe only for children with a diagnosis?

Can I use Understanding Zoe for myself, as an adult?

Still have questions?

Account Management5

How can I change my password?

Can I use one subscription for more than one child?

Will I lose my data if I cancel and rejoin later?

Can I delete my data permanently if I stop using the app?

Can different family members access the same account?

AI Coach & Core Features10

Can Pip, the AI coach, really understand my child and give useful advice?

Do I need to be tech-savvy to use Understanding Zoe?

How does Pip work behind the scenes?

What can I ask Pip?

Does the platform adapt as my child grows or changes?

What kind of insights can I expect from the observations log?

Is Understanding Zoe a replacement for traditional therapy?

How is Understanding Zoe trained and supervised by professionals?

What makes Pip different from other AI chatbots?

Do I need to log on everyday?

Data Privacy & Security6

Is my information secure?