We’re so sorry for any issues that are occurring with your App, and we ask you first to try a few troubleshooting techniques that oftentimes will resolve technical issues.
If you're experiencing issues such as app freezes, error messages about internet or storage, or login failures, these steps often address common technical problems.
Specific error messages, such as "Something went wrong" or "Check your Wi-Fi or storage availability," are common examples that could be addressed with these methods. Additionally, "not enough storage" errors often indicate corrupted app data or insufficient space required for proper functionality.
Check to see if your device matches our compatibility requirements for device age, OS version, and storage.
Ensure the device your child is using has the latest software updates installed by visiting the Settings > Updates menu to install any available updates
Ensure the RAM and storage capacity available is sufficient for the App to run properly.
Disconnect and then reconnect to Wi-Fi, or switch networks to a more stable network if possible
Delete the App from your device and then reinstall it through your App Store. This step removes corrupted app data and ensures a clean installation for better functionality.
Log out from all devices using the app, then log back in only on the affected device. This may resolve conflicts caused by simultaneous logins.
After troubleshooting, verify that your device has sufficient free storage and that the app has permissions to access Wi-Fi and storage. Note that freeing up storage does not increase RAM capacity, which is a separate requirement for running the app effectively.
Preventive Tips
To maintain the smooth operation of the app:
Regularly clear unnecessary files and apps to free device storage
Use a device that meets or exceeds the minimum hardware requirements, especially RAM.
Keep the app updated to the latest version for performance improvements and bug fixes.
If these steps do not resolve your issue, please visit How To Report An App Issue. Capture screenshots or videos of the issue along with detailed device information: model, operating system, app version, and any additional circumstances causing the error.