Support

Last updated: 16 August 2026 · Current App version: 1.0

Support is intended for parents, guardians and other adults. Write to support@helloanimals.app and we aim to respond within three business days.

Please do not send personal information about a child. For a technical issue, it is usually enough to provide the App version, iPhone model, iOS version and a short description of what happened.

I paid before and the animals are locked again

A non-consumable purchase is normally tied to the Apple Account that made the purchase. To restore it:

  1. Make sure the iPhone is signed in to the same Apple Account that made the original purchase.
  2. Open Hello Animals.
  3. Tap any locked animal to open the full-collection offer.
  4. Tap Restore Purchases.
  5. Complete the parental gate.
  6. Wait for the App Store restore result.

Restoring a valid previous purchase does not charge again.

If the App reports that no previous purchase was found, check whether the original purchase was made with a different Apple Account. Apple controls the purchase record, so we cannot move a purchase between Apple Accounts.

There is no sound

When an available animal screen has fully loaded, its natural sound plays automatically once. Tapping the animal restarts the natural sound. Tapping the animal name plays the spoken name in the selected App language.

Try the following:

  1. Raise the media volume while the animal screen is open.
  2. Check whether audio is being sent to Bluetooth headphones, a car, AirPlay or another speaker.
  3. Pause another app that is playing music, video, a call or navigation audio.
  4. Close Hello Animals completely and open it again.
  5. Restart the iPhone if the problem continues.

Only one Hello Animals audio file should play at a time. Leaving the animal screen, opening the paywall or moving the App to the background should stop the current sound.

When contacting support, tell us which animal is affected and whether the natural sound, spoken name or both are silent.

Does the App work without internet?

Yes. The core animal experience works without an internet connection because the photographs, natural sounds and spoken names are included in the App.

A network connection is used for:

If analytics are enabled while the iPhone is offline, a small bounded event queue may be stored temporarily and sent after a connection returns. This does not affect the child’s ability to use the animal content offline.

How do I prevent an accidental purchase?

Selecting a locked animal can show the full-collection offer, but starting a purchase or restore requires completion of the parental gate.

For additional protection, an adult can disable in-app purchases through iOS Screen Time:

Settings → Screen Time → Content & Privacy Restrictions → iTunes & App Store Purchases → In-app Purchases → Don’t Allow

Apple may change the names or location of these settings in future iOS versions.

How do I turn product analytics off?

Open the adult area and go to:

For Grown-Ups → Privacy Choices → Share privacy-preserving product analytics

Turn the control off.

This stops new Aptabase events and deletes any unsent local analytics queue. It does not affect free content, paid content, Favorites, sounds, spoken names, purchases or purchase restoration.

More detail is available in the Privacy Policy.

How do I request a refund?

Apple processes App Store payments and refund requests. Submit a request through Apple’s Report a Problem service.

We cannot issue an App Store refund directly, but we can help explain the product or investigate a technical problem before or after a request.

Something else

Contact support@helloanimals.app for:

Useful technical details are:

Legal

Privacy Policy · Terms of Use