Removing a Young Hero from your table is a last resort. It ends a child's time in a game they were looking forward to, and it is not a decision you make on your own. This article explains when to consider it, what to do before you ask, how to request it, and what happens next.
The Short Version
You cannot remove a Young Hero yourself. Every removal goes through StartPlaying support.
Before you ask, you are expected to have raised the issue with the Guardian and given it a real chance to improve.
When you ask, bring detailed notes on what happened, any supporting evidence, and the specific session or sessions we should review.
Safety concerns are different. Do not talk to the Guardian first. Report those to us immediately.
Start with the Safety Question
Before anything else, decide which situation you are in. The path is completely different.
Situation | What to do |
A Young Hero is being harmed, or you suspect abuse, neglect, or anything sexual involving a child | Report it to proper authorities and StartPlaying immediately. Do not raise it with the Guardian, do not investigate, and do not wait for a pattern. See the safety reporting article. |
A Guardian or other adult at the table is behaving in a way that puts a child at risk | Report it to StartPlaying immediately. Same rule, no Guardian conversation first. |
A Young Hero is disruptive, is a poor fit for the table, or is affecting the other kids' experience | Follow the steps in this article. |
If you are not sure which bucket you are in, treat it as a safety report and let us sort it out.
What to Try First
Most table problems are fixable, and Support will ask what you have already tried. Work through these before you request a removal.
Adjust at the table. Redirect in the moment, give the Young Hero a role that fits how they play, use your session tools to reset the tone, and check whether the content or pacing is landing for their age band.
Talk to the Guardian. Message the Guardian through the Young Heroes website and describe what you are seeing in plain, specific terms. Focus on behavior and impact, not character. Tell them what you have tried and what you need to see change. Guardians often have context you do not, and many issues resolve here.
Give it a session or two. Set a clear expectation, then see whether it holds. One rough session is not a pattern.
Document as you go. Write down dates, sessions, what happened, and what you did about it. If you end up requesting a removal, these notes are the request.
If none of that works, or if the situation is affecting the other Young Heroes at your table, it is reasonable to come to us.
How to Request a Removal
Reach out to StartPlaying support at youngheroes@startplaying.com and include:
What we need | Why |
The Young Hero, the adventure, and the sessions involved | So we can find the right records |
What happened, with dates | So we can see the pattern rather than one bad night |
The specific session or sessions to review | Sessions are recorded, so pointing us to a timestamp is the fastest evidence you can give us |
What you have already tried at the table | So we know the interventions have been exhausted |
A summary of your conversation with the Guardian and how they responded | This is the step Support will ask about first |
Any messages or screenshots that support the request | So the record is complete |
Do not remove the Young Hero, cancel their seat, or tell them they are out before Support has responded. If you need to end a session early for the safety or wellbeing of the table, you can do that, and then tell us right away.
Keep it off the Table
While a request is open, protect the Young Hero and the rest of your players.
Do not discuss the situation with the other Young Heroes at the table.
Do not discuss it with other Guardians, in your community spaces, or publicly.
Keep the conversation with the Guardian in the Young Heroes website so there is a record.
If the removal goes through, let Support deliver the outcome. You do not have to be the one to say it.
Be Ready for a Hard Reaction
Even a well-handled removal can be painful. A Guardian may be upset, may disagree with your read on their child, and may say so in a review or publicly. That is a real possibility and it is a fair reaction from someone whose kid just lost a seat at a table they loved. It does not mean you were wrong to ask.
What protects you is the work you did before the request: the conversation with the Guardian, the notes, and the record of what you tried. That is also what lets us stand behind the decision when we talk to the Guardian.
What StartPlaying does
Once you submit a request, we take it from there. Depending on what we find, we may:
Review the session recordings you pointed us to.
Mediate between you and the Guardian and try to land on something that keeps the Young Hero at your table.
Set expectations with the Guardian directly so you are not the only one holding the line.
Help the Young Hero find a different game that is a better fit for how they play.
Process the removal and handle the refund or credit.
Take separate action if the review turns up a policy or safety issue.
We will tell you what we decided. We may not share everything about our conversation with the Guardian, and we will not always land where you asked, but you will not be left guessing.
Quick Reference
Question | Answer |
Can I remove a Young Hero myself? | No. Every removal goes through StartPlaying Support. |
Can I end a session early if things are bad? | Yes. End it, keep everyone safe, then contact Support right away. |
Do I have to talk to the Guardian first? | Yes, for fit and behavior issues. No, for safety concerns. |
What evidence do you need? | Dated notes, the sessions to review, and your Guardian conversation. |
How long does it take? | Up to 72 hours |
What if the Guardian leaves a bad review? | Tell Support. We will look at it with the removal record in hand. |
What if I just do not want to run for this Young Hero again? | Say that in your request. It is a different ask than a removal and we handle it differently. |
Still unsure whether a situation warrants a removal? Reach out to Support before you act. We would rather talk it through early than clean up after.