We are very sorry to hear that you are having trouble with one of our products. But do not despair! We are pretty sure that we can solve your issues together!
Please check our FAQ below to see if your question has already been answered. If you still need additional support, don’t hesitate to contact us via the contact-form here.
The Nintendo Switch controller does not work in the game
Some of our kid’s games are controlled using the touch-input on the Nintendo Switch and therefore can only be played in handheld-mode.
Additional content is gone after re-install
You need to execute the complete purchase process again. Don’t worry, you will not be charged twice, provided that you use the same account as with your previous purchase. You will see a system message telling you that you already paid for the content and you can download it again.
The back button does not work
The scenes have a “child lock” on it, to prevent kids from accidentally leaving a scene. Try picking up the “back” arrow and putting it into the blinking counterpart at the bottom of the screen, then release it. This should bring you back to the menu screen.
The app has no sound (anymore), even though the device is not muted
Please check the hardware mute-button of your device first.
That slider can cause some confusion. It can either be used to toggle the Sound OR to toggle the automatic screen-rotation. You’ll have to specify in the settings menu of your device which type of functionality you want.
You will always hear system sounds and alerts, even if the device is muted!
For more information on the hardware-slider, please consult this article.