Support FAQ: Baby Sign and Learn for iOS

This error occurs on devices running older versions of the iOS.

Installing the latest update of the app from the App Store will fix the problem. After the update is installed, the following steps can be performed to resume the download of the signing pack:

• Go to the "Unlock Signs" section of the app.
• Select the 'Restore All Purchases' button in the top right hand corner.
• A dialog will appear that says "Would you like to check for and restore any previous purchases?" - select OK.
• A dialog will appear prompting you for your iTunes Password - enter your password then select OK.
• A dialog should appear that says "1 Item available for restore. Would you like to download it now?" - select OK.
• Wait for the download process to complete.
• All going well, the additional signs will now be available from the "Watch Signs" section of the app.

Note that: You will not be charged again as long as you are using the same iTunes Account that you used when you purchased the additional signs.

If these steps to fail to resolve the problem or your iPad is already running iOS 7, please contact our support team and we will look into it for you.

We certainly understand that it's possible to make a purchase by mistake and we'd love to accommodate your request to refund or exchange your purchase but unfortunately we don't have any control over the Apple billing process.

Our relationship with Apple is similar to an author's relationship with a large bookstore i.e. we can't issue refunds, swap one purchase for another or see information about who has made a purchase.

If you feel you have made a purchase in error, we would recommend that you contact Apple Support for a refund and hopefully they can oblige your request. Apple support can be contacted here: www.apple.com/support/

The first thing I would check for is that your app is still configured to display Auslan signs and not another language variant. To do this:

1. Go to the App's main menu screen.
2. Select the button that looks like a flag at the bottom left hand corner of the screen.
3. Ensure that the "Sign Language" setting is set to "Auslan Australian Sign Language".
4. Select the "Home" button at the top left hand corner of the screen.
5. Select the "Watch signs" button to see if it now lists all the missing signs.

If the signs are still not listed then it will be necessary to download the signs as they not present on your device. You will not be charged again as long as you are using the same iTunes Account that you used when you purchased the sign language pack. To restore the content:

1. Ensure your iPad has an active Wi-Fi connection.
2. Go to the "Unlock Signs" section of the App.
3. Select the 'Restore All Purchases' button in the top right hand corner.
4. A dialog will appear that says "Would you like to check for and restore any previous purchases?" - select OK.
5. A dialog will appear prompting you for your iTunes Password - enter your password then select OK.
6. A dialog should appear that says "1 Item available for restore. Would you like to download it now?" - select OK.
7. Wait for the download process to complete.
8. All going well, your new signs will now be available from the "Watch Signs" section of the app.

The app may have become corrupt as a result of the iOS 7 upgrade process. The following steps have proven helpful in resolving the problem:

1. uninstall the app.
2. turn your device off then back on again.
3. install the app from the Apple AppStore.

Due to circumstances beyond our control these signs have been intentionally removed from the Lite version of the app. We are looking at ways to include these signs into the app in the future and we thank users for their patience. These signs are still included in the 'ASL Complete Collection' of the app.

Unfortunately Android apps do not work on iOS device's. This realization can certainly come as a major disappointment when choosing to switch into the Apple eco-system, especially if you have invested a great deal of time and money into selecting and purchasing your apps on Android.

This error is commonly seen on devices that have recently upgraded to iOS 7. The following steps may be helpful in resolving the issue:

1. uninstall the app.
2. turn your device off then back on again.
3. install the app from the Apple AppStore.
4. ensure your device has internet connectivity.
5. select the 'Restore All Purchases' button from the Unlock Signs section and ensure that you use the same iTunes account as when you first purchased the content (you will not be be charged again for restoring the content as Apple has a record of your payment on record).
6. if the error occurs again, record the exact time (including your timezone) at which you attempted to restore your content and contact our support team with the details.

This error is also commonly seen on jailbroken devices or those with the iAP Cracker by urus or the ZonD80 Hack installed. These cracks cause a false receipt to be sent to our servers for validation instead a valid receipt. Restoring your device to factory settings will resolve the issue.

A nunber of in-app purchases should appear in the list. This feature requires internet connectivity. If your device is connected to the internet and you are still not seeing any signing packs listed then it's possible that our server is experiencing downtime and should be back online within the hour. If you are continuing to experience this problem then please contact our support staff and we will look into it further.

Once the download process is complete the new signs will automatically show up in the "Watch Signs" section within the App.

If the new signs do not appear, the following steps usually resolve the issue:

1. Ensure your device has internet connectivity.
2. Uninstall the App.
3. Turn your device off then back on again.
4. Install the App from the Apple AppStore.
5. Select the 'Restore All Purchases' button from the Unlock Signs section (you will not be charged again for restoring the content as Apple has a record of your payment on record).
6. A "downloading" progress bar should be displayed. Wait for the download to complete.
7. Look for the new signs to appear in the "Watch Signs" section of the App.

If these steps do not resolve your issue then please contact our support team with the details of the problem so that we can assist you.

This is a common issue on iPhones running older versions of the iOS. Upgrading to the newest version of the iOS will stop this from occurring. You can update the iOS by connecting your iPhone to your computer and running a software update using iTunes.

On other devices, this issue can usually be resolved by turning off your device and the turning it back on again.

If this does not fix the problem, then try the following steps:

1. Ensure your device has internet connectivity.
2. Uninstall the app.
3. Turn your device off then back on again.
4. Install the app from the Apple App Store.
5. Select the 'Restore All Purchases' button from the Unlock Signs section (you will not be charged again for restoring the content as Apple has a record of your payment on record).
6. A "downloading" progress bar should be displayed. Wait for the download to complete.

If these steps do not resolve your issue then please contact our support team with the details of the problem so that we can assist you.

In order to unlock more signs your device must have internet access and have In-App Purchasing enabled.

To turn on in-app purchasing, do the following:

1. From your home screen, tap on the Settings app.
2. Tap on General.
3. Scroll about halfway down the page and tap on Restrictions.
4. Scroll about halfway down the page and switch on In-App Purchases.

If these steps do not resolve your issue then please contact our support team.

This error is most commonly seen on jailbroken iPhones. We advise that you kindly remove all Baby Sign and Learn Apps from these devices.

If you cannot hear any sound when playing the signing videos the following steps usually resolve the issue:

1.  check that the little switch on the side of your device is not set to mute.
2.  adjust the volume using the volume buttons on the side of your device while watching one of the signing videos.

If the problem persists or if you need more information, Apple provides a great guide for troubleshooting the built-in speaker: http://support.apple.com/kb/TS1205.

As long as you are using the same iTunes account as when you purchased the extra signs, you will be able to download your paid content to another device without being charged again. First, you will need to download the Baby Sign and Learn Lite app from the App Store. Next go to the "Unlock Signs" screen of the app, select the "Restore All Purchases" button on the top-right hand side of the screen, and then follow the prompts. Your device will require internet access.

Unfortunately, the Baby Sign and Learn Lite is not eligible to be 'gifted' as it is classified by Apple as a 'Free' app rather than a 'Paid' app. This is because the upgrade to the full version is facilitated via an In-App Purchase rather than through the iTunes App Store. Apple do not currently provide a way for the gifting feature to work with In-App purchases. Hopefully this feature becomes available in the future.

Apple policy dictates that the iTunes account used to download the free app must be used for any in-app purchases.Therefore double check which iTunes account you are using on your device. To check your settings, go to the Settings app on your Home screen and go to "Store". Make sure the iTunes account here is the same as the one you used when you first downloaded the app. Even if it is, it may be helpful to log out and then back in again to fix this issue. If this still doesn't solve it, you may try restarting your device.