Help
Little Explorers / Support
Support
Questions, a problem, or a purchase that didn’t arrive? Every email is read by the person who made the game — there’s no ticket queue and no bot.
We usually reply within two working days (New Delhi time), and always within 30 days for privacy requests.
Before you write
It helps to include:
- your device (for example “Samsung Galaxy Tab A8” or “iPad 10th generation”) and its Android or iOS version;
- which game and level, and what happened;
- for purchases, the order number from your Google Play or Apple receipt.
Please don’t send your child’s name, photos or other personal details — we never need them to help.
Common questions
Purchases
How do I remove the ads? (Android)
Open the grown-ups area (the grown-up button at the bottom right of the map), pass the parental gate and tap Remove ads. It is a one-time purchase of $4.99 (shown in your local currency), processed by Google Play. Ads stop as soon as it goes through, and the button changes to “Ads removed – thank you!”.
How do I unlock all the games? (iPhone and iPad)
The first two games in every land are free. To open the rest, tap any game with a padlock (or open the grown-ups area), pass the parental gate and tap Unlock all games — a one-time purchase of $4.99, processed by Apple. There are no ads on iOS, and no subscription.
I bought it before. How do I get it back?
Open the grown-ups area and tap Restore purchases while signed in to the same Google Play account or Apple ID that made the purchase. It says “Restored – thank you!” when it finds the purchase, or “Nothing to restore” if that account hasn’t bought it. The app also re-checks with the store every time it starts.
Is the iOS unlock shared with my family?
Yes. On iPhone and iPad, “Unlock all games” supports Apple Family Sharing: one purchase unlocks every game for everyone in your Family Sharing group, on their own devices. If a family member’s games are still locked, they open the grown-ups area and tap Restore purchases. On Android, Google Play doesn’t share in-app purchases through Family Library, so “Remove ads” stays with the Google account that bought it.
It says “Waiting for approval from the family organiser”.
That’s Apple’s Ask to Buy (or Google Play’s family approval). The request has gone to the family organiser’s device; once they approve it, the purchase completes on its own. Nothing is charged or unlocked until then.
Can I get a refund?
Payments are taken by Google or Apple, so refunds are handled under their policies: on Android through Google Play (play.google.com, “Order history”), on iOS at reportaproblem.apple.com. If you get stuck, email us and we’ll help.
Ads (Android only)
When do ads appear?
Only at a natural break: when your child leaves a game and goes back to the map. Never during play, never as a reward, not until your child has played for a while, and at most once every four minutes. Music and voice pause while the ad is showing.
What kind of ads are they?
They come from Google AdMob, a Google Play Families-certified ad network. Every request is tagged as child-directed and under the age of consent, limited to G-rated content, with sensitive categories blocked. Ads are non-personalised and the app doesn’t use the device advertising ID.
If you ever see an ad you think is unsuitable, please tell us what it was for and roughly when, so we can block it.
Are there ads on iPhone or iPad?
No. The iOS version has no ads and contains no advertising code.
Settings and progress
How does the daily time limit work?
In the grown-ups area choose Off, 15, 30, 45 or 60 minutes. Only time inside games counts, and it starts again each day. When it runs out, a “Time for a break!” screen appears; tap the grown-up button on it and pass the gate to change or switch off the limit.
How do I reset progress?
Grown-ups area → Reset progress → tap again to confirm. It clears the name, age, explorer, stars, stickers, levels and the time limit. Sound, music and voice settings and purchases are kept. Saved paintings stay in the in-app gallery until the app is uninstalled.
How do I change my child’s age or name?
The age can be changed in the grown-ups area with − and +. To change the explorer, tap the round explorer picture at the top left of the map. To change the name, use Reset progress — the app will then ask for an explorer, name and age again.
Can I move progress to a new device?
No — because there are no accounts, progress is stored only on the device and isn’t copied anywhere. Your purchase does carry over: use Restore purchases on the new device.
Will I lose progress if I uninstall?
Yes. Uninstalling deletes everything the app stored on the device, including stars, stickers, levels and saved paintings. The purchase can be restored afterwards.
Voice and sound
The narrator isn’t speaking.
The talking voice uses your device’s built-in text-to-speech in English (US). Try these in order:
- In the grown-ups area, check Talking voice is ON.
- Turn up the media volume (not just the ringer).
- iPhone/iPad: turn off Silent mode — the app follows it.
- Android: open Settings and search for “Text-to-speech”. Make sure an engine is selected (for example Speech Services by Google) and that English (United States) voice data is installed.
- iPhone/iPad: Settings → Accessibility → Spoken Content → Voices → English, and download a voice if none is installed.
- Close the app fully and reopen it.
Captions keep showing what the narrator says either way, and numbers 1–10 use a recorded voice.
There’s no music or sound at all.
Check Sound effects and Music are ON in the grown-ups area, the media volume is up, and (on iOS) Silent mode is off.
Privacy and safety
What data does the app collect?
None. There are no accounts, no chat, no analytics, and no access to the camera, microphone, location or contacts. The optional first name and age stay on the device. On Android, Google AdMob receives the technical information needed to serve a child-directed, non-personalised ad. The privacy policy has the details.
How do I delete my child’s data?
Everything is on the device, so you’re in control: Reset progress clears the name, age and progress, and uninstalling removes everything. We hold nothing on our side — except your emails, if you write to us, which we’ll delete on request.
Can my child get into the settings or make a purchase?
Not easily: settings and purchases sit behind a parental gate that asks for three numbers written as words. A new code is drawn every time. For extra protection, also turn on purchase approval in Google Play or Screen Time.
Troubleshooting
Quick fixes
| If… | Try this |
|---|---|
| The app is stuck or a game looks wrong | Close the app completely (swipe it away from recent apps) and open it again. If that doesn’t help, restart the device and check for an update in Google Play or the App Store. |
| A game is too hard or too easy | Tap the level badge in the top bar and pick another level. Levels never go down on their own, so an easier one is always one tap away. |
| My child keeps getting a padlock (iOS) | Only the first two games in each land are free on iPhone and iPad. A grown-up can unlock the rest with the one-time purchase, or restore it if it was bought before. |
| Ads still show after buying Remove ads | Close and reopen the app. If they continue, use Restore purchases in the grown-ups area while signed in to the Google account that bought it. |
| The surprise egg is missing | It appears once a day. If it has already hatched today, it will be back tomorrow. |
| The game stopped with “Time for a break!” | That’s the daily play-time limit. A grown-up can change it behind the grown-up button on that screen. |
Still stuck? Email support@horizongames.live. For how each game works, see the game guide.
Publisher
App Little Explorers: Kids Learning
Publisher HorizonGames (Horizon Games Co.)
Legal name Ankit Jain (sole proprietor)
Location New Delhi, India