Support

We would love to hear from you! Drop us a note anytime and let us know how you like our apps. We look forward to hearing from you so we can continue to deliver fun, educational experiences for your children!

Have suggestions? suggestions@duckduckmoose.com

For technical issues with iOS, please check our FAQs below or email us: support@duckduckmoose.com

For technical issues with Android, please email us: android@duckduckmoose.com


Frequently Asked Questions

GENERAL TROUBLESHOOTING

I just updated my Apple device to the new operating system iOS 7. Why won’t the app switch the landscape mode?

If you are experiencing this issue please make sure you have the most recent version of our apps. Please try updating all apps to see if this solves the problem. To learn how to update your apps, click on one of the links below.

I just updated my Apple device to the new operating system iOS 7. My Princess Fairy Tale Maker and Superhero Comic Book Maker app video exports will not record voice and go straight to the curtain scene with clapping. 

You are experiencing an issue related to the new iOS7 privacy settings. Please check the settings on your device by going to “Settings”, then “Privacy”, and select “Photos” and then “Microphone” to make sure that Princess Fairy Tale switches are turned ON under both.

How do I restart my device?

How do I delete an app and re-download?

Can I re-download for free?

 


MUSIC / SOUND

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

Why can’t I hear the sound? (iPad)

  • Check the Side Switch on the upper right corner of your iPad and make sure that the orange dot is not showing.
  • Turn up the volume using the buttons on the right side of your iPad.
  • Go to the purple music selection button and make sure that the Music is “ON” in the upper right corner.
  • Please restart your device. See “Restart iPad” here:iPhone: http://www.apple.com/support/ipad/assistant/itunes/
  • If you are using iOS 4.3 or above (See Settings > General > Version, for iOS version number):
  • Make sure the orange dot is not showing on the Side Switch on the upper-right corner of the iPad.
  • Go to Settings > General > Use Side Switch to: > Check Mute
  • Open the app, and the sound should now be working.
  • (Optional) Now if you want to change the Settings to “Use Side Switch to: Lock Rotation,” you can. With the Lock Rotation setting selected, you can change the Side Switch to show the orange dot, and the app will now still have sound.

Why can’t I find the purple music selection button?

  • If you cannot see the purple music button, go to the iPhone / iPod touch / iPad Settings, select the Settings icon for your app (“Bus,” “Old Mac,” or “Itsy Bitsy”), and make sure that the “Show Music Button” is “ON” and the “Auto Turn Pages” is “OFF.”

How can I hide the purple music button?

  • Make sure you have downloaded the latest free Update for Wheels on the Bus, Old MacDonald, or Itsy Bitsy Spider.
  • Go to the iPhone / iPod touch / iPad Settings.
  • Scroll down and select the Settings icon for your app: “Bus,” “Old Mac,” or “Itsy Bitsy.”
  • Turn the “Show Music Button” option “OFF.”

How do I record my own voice?

  • Go to the purple music selection button and select “Record Yourself.”
  • The recording feature is only available for iPhone, iPod touch (2nd generation) and iPad since it requires external speakers.

How do I change the music and languages?

  • Go to the purple music selection button. Note: this button is not available on the first page.
  • If you cannot see the purple music button, go to the iPhone / iPod touch / iPad Settings, select the Settings icon for your app (“Bus,” “Old Mac,” or “Itsy Bitsy”), and make sure that the “Show Music Button” is “ON” and the “Auto Turn Pages” is “OFF.”
  • If you cannot see the music and language selections (e.g., English, Spanish), go to the purple music selection button and make sure that the Music is “ON” in the upper right corner.

HIDING BUTTONS / AUTOMATIC PAGE TURNS

How can I hide all of the buttons?

  • See FAQ below: “How can I make the pages automatically turn?”

How can I make the pages automatically turn for my child?

  • Make sure you have downloaded the latest free update for Wheels on the Bus, or Old MacDonald.
  • Go to the Settings for your iPhone / iPod touch / iPad.
  • Scroll down and select the Settings icon for your app: “Bus,” or “Old Mac.”Select “Auto Turn Pages” and choose the time interval from the menu. (E.g., 15 Seconds, 30 Seconds, 45 Seconds, 60 Seconds)
  • Selecting “Auto Turn Pages” will hide the forward/back page arrows and the purple music button.

DOWNLOADING / INSTALLING

Which iOS is required?

  • The iPhone / iPod touch apps require iOS 3.0 or later.
  • The iPad apps (HD) require iOS 3.2 or later.
  • For instructions on how to download the latest iOS, see “Updating” here: http://support.apple.com/kb/HT1414

Why can’t I download the app on iTunes?

  • Check to see if you have the required iOS.
  • See FAQ “Which iOS is required?” for details.

Why can’t I sync the app with my iPod touch?

  • Check to see that you have iOS 3.0 or later (an Apple requirement).
  • See FAQ “Which iOS is required?” for details.

MISCELLANEOUS

How do I move from screen to screen in Itsy Bitsy Spider?

  • Touch the spider, and it will move to the next screen and verse.

How do I make the bus move? How do I make things move?

  • Swipe the bus from left to right to make it go forward. Swipe the bus from right to left to make it go backward.
  • Some things move if you poke them. Some things move if you slide or swipe them. Experiment and have fun discovering the surprises!