9.When something isn't working

My child can't hear the voice

1. Check that the sound button on the activity's bar is on, and the device's volume is up.
2. Open Parents → Settings and check the Spoken audio is On.
3. Still nothing? Voice another one: Google's voices read Vietnamese tones far better than the one built into most devices.

My child tapped out of an activity

Nothing is lost. Back on The kids' corner, the Carry on card at the top takes them straight back to where they were.

Our progress has disappeared

Progress lives in the browser on each device. A different device, a different browser, a private window or clearing the site's data all start afresh. Sign in to keep a copy on your account — wherever you sign in next, the progress comes with you.

A game is jerky

3D games need a reasonably capable device. Close other tabs, plug the charger in (many devices slow themselves down on a low battery), or play on a computer rather than an older phone.

The game is too small

Press Full screen on the game's bar. On a phone, turn it on its side first for the biggest picture.

I can't sign in

Try once more. If the page says your account is blocked, message us on Facebook — the link is on the Contact page.

A shared link won't open

Whoever shared it may have removed it from their profile. Ask them to send a new one.

Printing a sharp timetable from an iPad or phone

There are two ways; use whichever suits you:

1. On the device itself. Open My Timetable, open Print & save → Picture (3x, for a print shop), then choose Save Image. The picture goes into Photos, sharp enough for a print shop to print at A4.
2. On a computer. Press Share for a link — Save and make a link if you're signed in, Copy under ‘No account needed’ if you're not — and send it to yourself by email or chat. Open it on the computer and the same sheet is there, with Print and the 3x picture ready.

If no share sheet appears, the picture is downloaded to the Files app, in Downloads.

A 20/10 card will not copy, or comes out in a plain font

• When the browser will not copy pictures, A card for Mom copies the words instead and says so under the button. To send the picture, press Share → Send the picture, or download it and send the file.
• If the page says the template’s lettering did not load, the picture is still made but in a plain font. Check the connection, reload the page and try again.
• On an iPhone or iPad, Send the picture opens the device’s share sheet — choose Save Image to keep the card in Photos.

Something else is wrong

Inside a game or a children's activity, press Report a bug — a screenshot goes with it. Anywhere else, use Feedback & feature requests. See Feedback and bug reports.