Support

Help! I have a problem with one of your apps! What should I do?

We're really sorry you're struggling with something. Please get in touch with us at: info@keystagefun.co.uk and we'll do our best to help you. Please be as specific as you can with any enquiries. We can help you a lot quicker if you tell us which app you a referring to, and what type of device or app store you are using. If you have a problem with any of our apps, a screenshot or specific error message is helpful.

One of your apps is asking me for a passcode to access the parent / teacher area. What is it?

If you're using one of our older, standalone apps, you can use the override passcode, which will be automatically sent to you if you e-mail us on info@keystagefun.co.uk.

Once logged in, you can then reset or remove the existing code. A passcode can only be set via the parent / teacher area and is stored on your device. It isn't linked to your e-mail address or app store account in any way. If you don't remember setting one, somebody else must have done whilst using the app. We can't tell you the override here or it wouldn't be secret!!!

If you are using one of our Squeebles Connect series of apps, use the "Forgot" button on the parent / teacher login screen within the app to reset your password.

Why are some of the apps I bought no longer available?

3 of our standalone apps have now been superseded by newer apps with extra features.

• Squeebles Spelling Test has become Squeebles Spelling Connect, which also incorporates a word search mode to replace the old Squeebles Word Search app.
• Squeebles Times Tables has become Squeebles Times Tables Connect

The new apps are subscription-based rather than paid for up front as a one-off payment. We've had to move to this model to support the ongoing costs involved with managing, supporting, hosting and developing apps that are now fully online. This has huge benefits to you and means that schools who subscribe can now give their pupils completely free access at home on any device. You can read about more of the benefits here...

I bought your app on one device and I'd like it on all my devices without having to pay for it again. Is that possible?

Okay - this is a slightly more complex question that it seems like it should be, so bear with us. Here are the key facts:

I have a question about what data you store and how you store it...

The GDPR legislation the EU introduced in May 2018 has led to a lot more people asking about what data is held about them and how it is stored. We've updated our privacy policy to contain the key information, but in short, we don't collect any information when you buy or download our apps (that is done via the various app stores and your customer data stays with them). If you sign up to either our newsletter or for a Squeebles Connect account, we will store some basic details so we can either contact you (newsletter) or so you can access features of our apps that require an account. This data is stored securely and passwords are encrypted to industry standards. If you want us to delete your account at any time, you are very welcome to request that by e-mailing info@keystagefun.co.uk.

I am having a problem installing / buying one of your apps...

If you are having an issue during the purchase or installation process, please contact the store you are purchasing the app from and ask their advice. This isn't us passing the buck - we quite simply cannot look into it for you as we have no access to your store account or customer details. They are all stored with whichever store you are using. This is the same for purchases of any digital content. If you have a general question, or you don't get the answers you need from the relevant store, let us know and we'll do our best to advise you.

I have a great idea for improving one of your apps. Will you consider it?

Please let us know if there is anything you think we could improve on. A lot of the additions we've made to our apps are a direct result of feedback from the teachers, parents and children who use our apps. We can't promise we'll include your suggestion, but if we think it's a practical one, we probably will.

Will you include my child's Squeeble design in one of your apps?

We regularly run competitions where we ask children to design characters for our apps, so keep an eye out for those.

In general, we don't include designs that are sent to us at other times as it wouldn't be practical to do so, but we will always try and upload any designs to our website if we can.

Remember that any Squeeble designs we include anywhere on our website or in our apps need to be free from references to other brands or children's television or video game characters etc. Also remember that all Squeebles are vegetarian, so if you're choosing a favourite food for them, bear that in mind!

Can I work for you?

In general, we don't take on staff through unsolicited direct contact or via recruitment consultants. If we are looking for anyone, we will advertise directly.

The only exception is that we are sometimes looking for qualified teachers or private tutors working in the 5 - 11 age bands to work with us on an ad-hoc freelance basis either in app testing or consultancy roles. Please e-mail info@keystagefun.co.uk if you are interested. We are a small, family run business and have no plans to take on any more permanent staff at present.

Are you looking to use any external companies for your SEO / marketing / graphic design / programming work?

We're not looking to outsource any of our work and only work with local companies we know well.

We ask that businesses please do not send us unsolicited messages offering their services. We will definitely not use a company who approaches us in this way.