We're here to help

Common questions

The app will not open or keeps closing. What should I try first?

Close the app fully and reopen it, then restart the device. If it still will not open, check that your device software is up to date and that there is free storage space. If the problem continues, send us the device model and operating system version through the form below.

Progress or rewards disappeared.

Progress is stored on the device itself, not in an online account. It can be lost if the app is deleted and reinstalled, or if the device is reset. Tell us what happened and roughly when, and we will look into whether it is a bug we can fix.

There is no sound, or narration will not play.

Check that the device is not in silent mode, that the volume is up, and that no headphones or speakers are connected in another room. Then check the sound setting inside the app. If it is still silent, let us know the device and whether other apps play sound.

How do I get past the parent gate?

The parent gate asks a simple question that is easy for an adult and hard for a young child. It protects links that leave the app. If a gate is not working correctly on your device, please report it.

What data does the app collect about my child?

None. This version of the app has no accounts, no ads, no purchases and no tracking, and it does not collect personal information. Settings and progress stay on the device. The Privacy Policy explains this in full.

Are there ads or in-app purchases?

No. This version of the app contains no advertising, no in-app purchases and no subscriptions.

Can I use the printable activity pack in my classroom?

The free pack is licensed for personal, non-commercial use in one household, so it is not licensed for classroom or group use. A separate classroom edition is planned — send us a message through the form below and we will let you know when it is ready.

How long do you keep my support message?

We keep support requests only as long as we need them to respond to you, investigate recurring issues and meet legitimate recordkeeping needs, and then we delete them. You can ask us to delete your message sooner.

How do I report an accessibility problem?

Use the form below and choose the Accessibility topic. Tell us the device, the setting you had enabled, and what did not work. Accessibility reports directly shape what we build next.

More detail lives in our Privacy Policy, Terms of Use and Accessibility statement.