Support for iOS Users

If you encounter a problem with any of our language learning apps you can contact us by email on support@studycat.net or by contacting us on FacebookGoogle+ or Twitter.

Experiencing problems?

Please make sure that you are using an up-to-date version of the app. The latest release is available to download from the App Store.

We’ve collected a set of Frequently Asked Questions for iOS users to help you find a quick answer to your question. Please take a look at these first.

Frequent Questions for iOS Devices

Why doesn’t the sound work on the app?

First, check it’s the latest version of the app by updating in the app store.

If it still doesn’t work then here are some things to try:

Are sounds playing in other apps? If not, it could be your device sound:

  • Turn the volume up and down. Make sure the volume is up high.
  • Your device may be muted. Go to Settings > General > Use Side Switch to:
    • Choose Mute.
    • Then, use Side Switch to turn Mute off

Please note: When you mute your iPad, only certain sounds are muted.

  • Sounds such as alerts, notifications, sound effects, and game audio are muted.
  • Media playback (such as music, podcasts, movies, videos, and TV shows) are not muted.

If sounds are playing in other apps, try closing and restarting the app.

Try doing a clean restart: see “How do I do a clean restart of my app?”

If sounds still don’t work, try reinstalling the app. To do this :

  1. Uninstall it by selecting the app  icon until it wobbles, then hitting the little red (-) icon.
  2. Go to the App Store and install the app again.

Why doesn't voice recording work?

For this feature to work successfully on devices with iOS 7 installed, you need to allow the app to access your microphone.

If you declined to allow this when installing the app, you may find that this feature does not work. This can be fixed by following these instructions:

  • Go to ‘Settings‘ > ‘Privacy‘ > ‘Microphone‘ – allow our app to use the microphone.

How to restore your purchased lessons

To restore your purchases:

  1. Click ‘Settings’ > ‘Restore Purchases’ > enter your password and wait a few seconds.
  2. Purchases will be restored one by one.
  3. Return to the main menu. You should see the lessons now open (showing a green tick).

How do I do a clean restart of the app?

Follow these steps:

  1. Close the app.
  2. Press the Home button to return to the Home screen.
  3. Double-tap the Home button to display recent apps.
  4. For iOS 7 users, scroll to the app and swipe up to remove it from the display and to quit the app. For iOS 6 and below, tap and hold the affected app until the red minus appears > Tap the red minus to quit the app.
  5. Press the Home button, then restart the app.

Can I use the app and purchases on more than one device?

Yes, and you only need to buy lessons once.

To access them on any Apple iOS device, follow the “restore your purchases” instructions.

Can I delete the app without losing my purchases?

Yes, you can. To reinstall, follow the “restore your purchases” instructions.

I’ve deleted the app and all my lessons have disappeared! Can I get them back?

Yes, you can. To reinstall, follow the “restore your purchases” instructions.

I’ve purchased lessons, but they are still locked in the app. How do I open them?

  1. Try restoring your purchases.
  2. If that doesn’t work, then the purchase was not completed and you can safely purchase again.  Apple will only charge you once.

Ensure you purchase the same lesson or lesson pack, using the same login that you used for the initial purchase.

The app used to work, but now it crashes whenever I start it.

  1. Check it’s the latest version of the app by updating in the app store.
  2. If that doesn’t resolve the issue, try doing a clean restart. See “How do I do a clean restart of my app”

Why does the app sometimes disappear when I use too many fingers at the same time?

You probably have Multitasking Gestures set to ON.

Some of our apps allow you to move lots items at once. Multitasking Gestures can interfere with this, so its best to turn Multitasking Gestures to OFF.

To turn Multitasking Gestures off:

Go to Settings > General > Multitasking Gestures > Set to OFF

Can my child buy lessons without my knowledge?

Our language lessons are available as “in-app purchases”. To buy lessons, you’ll need to enter your password. However, depending on your device settings, the password may be valid for 15 minutes after you enter it.

This could potentially lead to purchases without your consent.

To disable this functionality, do this:

  1. Go to ‘Settings’ on your device.
  2. Go to ‘General
  3. Go to ‘Restrictions’. You’ll be asked to set a password if you have not done this before.
  4. Within ‘Allowed Content’, select ‘Require Password
  5. Choose ‘Immediately

Note that you can turn off in-app purchases altogether here, if you want: just turn In-App Purchases to OFF.

How do I get a refund?

When you buy one of our apps, you do not pay us, you pay Apple. They pay us later.

We are unable to request a refund on your behalf. To request a refund, please ask Apple.

For instructions, click on the “Report a Problem” link on the receipt that was emailed to you after purchasing the app.  Follow the instructions on that page to get a refund.

Sorry we can’t help you directly!

I have purchased more than one lesson pack in error. What should I do?

You will need to request a refund from Apple for the first lesson pack that you purchased.

Unfortunately, we are not able to request a refund on your behalf. Sorry we can’t help you directly!

How to request a refund from Apple

For instructions, click on the “Report a Problem” link on the receipt that was emailed to you after purchasing the app.  Follow the instructions on that page to get a refund.

Report a Problem

If none of the above helped to resolve your issue please contact us by email on support@studycat.net or by contacting us on FacebookGoogle+ or Twitter.