Frequently Asked Questions

General Troubleshooting

Can I re-download for free?

Yes. Re-download the application with the same iTunes login, and you will not have to purchase it again. See:

How do I delete an app and re-download?

Delete the application from your device. Press down on the icon until all your icons start shaking. An X should appear on the top corner of the icon. Press the X, and you will be prompted to delete.

Re-download the application with the same iTunes login, and you will not have to purchase it again. See:

Please restart your device after re-downloading.

I updated my Apple device to the new operating system. Why won’t the app start?

If you have updated the operating system and are experiencing this issue please make sure you have the most recent version of our apps. Please try updating the specific app to see if this solves the problem.

To update your apps:

  1. Open the App Store and tap Updates.
  2. Check if under updates that specific app is available.
  3. Tap Update.
  4. If asked, enter your Apple ID password. The updates will download and install.

You might need a Wi-Fi connection to update some apps.

For more information on how to update your apps, click on one of the links below:

Music / Sound

Why can’t I hear the sound? (iPhone / iPod touch)

Check the Ring/Silent switch on the upper left or right corner depending on your device and make sure that the orange dot /line is not showing.

Turn up the volume using the buttons on the side of your device.

Go to the info (i) area of the app, access thorugh the homepage once the app has started and make sure that the sound is ON.

Please restart your device.

Downloading / Installing

Which iOS is required?

The operating system required is iOS 7.0 or later.

For instructions on how to download the latest iOS, see “Updating” here:


How do I interact with the characters and objects in the app?

Touch the objects, and it will move them or make a sound.

If you have general questions or suggestions drop us a note anytime

For technical issues please check our FAQs below or email us:

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