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faqs

These Frequently Asked Questions are designed to help you find a quick answer to your question. If you don't find an answer to your question here, please contact us via email at mobile@nwf.org.

We will handle all support requests as soon as we can, but please note that it may take more than 24 hours for us to send you a reply. Support staff does not have information regarding release dates or new versions.

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GENERAL FAQ

Where can I find information on NWF's apps?

You can find information our apps by visiting nwf.org/KidsApps or by visiting the App Store section of iTunes, the Google Play store, or the Amazon Appstore.

 

iOS (iPhone, iPod touch, iPad)

 

My NWF Kids App has frozen. What can I do?

Reset your device by holding down sleep/wake button and the home button for at least ten seconds. This usually fixes problems related to apps freezing.

 

The sound on my NWF Kids App does not work. What can I do?

  • Check that your device’s sounds are on and that the game sounds have not been muted.
  • Double-check that the Ring/Silent switch on the side of the device has not been set to silent mode. 
  • If these suggestions don't fix the problem, try resetting your device (see above).
  • Finally, update to the latest version of the game if an update is available.

The following two images show a way to fix the sound on your iPad:

One way to fix the sound on your mobile device   One way to fix the sound on your mobile device

 

All of my previously completed levels and scores are gone. What can be done?

NWF Kids App save files are lost if the game is removed or, in some rare cases, if something has gone wrong when updating the game. If you have an iTunes backup of the game available, restore that to get your lost progress back.

 

My NWF Kids App does not launch anymore. What can be done?

Removing and re-installing the game should fix this problem. Please note that you will lose your game progress and scores when you do this. If you have a backup of the game available from a time when it was still working, you can restore that with iTunes.

 

I have additional issues not listed here. What should I do?

You should visit the App Store Frequently Asked Questions (FAQ) at support.apple.com.

If you are still having difficulty, please email mobile@nwf.org and we will do our best to assist you.


ANDROID

 

Did you know that there are more than 8,000 known Android devices available today? We do our best to help you with your Android device issues, but in many cases, your user manual might be the best route. Here are some tips for our Android users.

 

The app did not install correctly. What should I do?

Here is one reason why the game might not work on your Android device. Some Android devices have an SD card for extra memory. By default, games are often installed on the SD card instead of the actual device. Sometimes this causes the games to malfunction.

Before you install your game, first un-mount or remove the SD card. Then install the game. You might find that your device is full, and in that case, you might need to make room for the game. Once the game is installed on your device, you can re-mount or re-insert it back into your device.

If your device is an older one, the game might install but not work. In the Google Play store when you download the game, we list the recommended version for your device. Make sure your device matches the recommended version for best performance.

If it still doesn’t work, you might need to contact the vendor where you purchased the game. Google Play support is located at support.google.com and Amazon app support is located at amazon.com/gp/help.

 

My NWF Kids App does not launch anymore. What can be done?

Removing and re-installing the game fixes this problem, but by doing this, you will lose your game progress and scores. If you have a backup of the game available from a time when it was still working, you can restore your app from Google Play.

 

All of my previously completed levels and scores are gone. What can be done?

Your levels and scores are lost if the game is removed or, in some rare cases, if something has gone wrong during the initial download of the game.

 

The sound on my NWF Kids App does not work. What can I do?

Other Android users have described this issue. What we have noticed is that many users do not realize there are actually two places where you adjust the volume on your Android device.

First, you might have a volume or mute button on the side of your phone. Check to make sure that is not muted.

Second, you might need to go into your Android settings. Check that your “game” or “media” volume is adjusted properly (not muted).

If adjusting the button and settings doesn’t fix the problem, try restarting your device.

Finally, make sure you have updated to the latest game version if an update available.

 

I have additional issues not listed here. What should I do?

If you purchased your game at Google Play, you could contact Google Play support at support.google.com.

If you purchased your game at Amazon, you could contact Amazon App support.

If you are still having difficulty, please email mobile@nwf.org and we will do our best to assist you. 

 

AMAZON (Kindle Fire)

 

The app did not install correctly. What should I do?

 

For all Kindle Support information, visit amazon.com/kindlesupport/.

For tips on installing games on your Kindle Fire, check out http://www.amazon.com/gp/help/customer/display.html/ref=hp_k6land_faqjump?nodeId=200711000#FAQs.

For a general FAQ about managing apps on your Kindle Fire, check out http://www.amazon.com/gp/help/customer/display.html/ref=hp_k6trouble_apps?nodeId=200729730#apps.

 

The sound on my NWF Kids App does not work. What can I do?

To adjust the volume on your Kindle Fire, click the “settings” button in the upper right hand corner. It looks like a cog in a machine. Volume is one of the items listed in that area.

For more tips on navigating your Kindle Fire, check out http://www.amazon.com/gp/help/customer/display.html?nodeId=200729410.

If adjusting the volume setting doesn’t fix the problem, try restarting your device.

Finally, make sure you have updated to the latest game version if an update available.

I have additional issues not listed here. What should I do?

You could contact the Kindle Fire Support at http://www.amazon.com/gp/help/customer/display.html/ref=hp_k6land_faqjump?nodeId=200711000#FAQs.

If you are still having difficulty, please email mobile@nwf.org and we will do our best to assist you.
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