The App is Just Not Working

If you’re having problems with the app, we recommend trying these steps in order:

1) Check You Have the Latest App

Go the App Store and check you have the latest version. If you do, and it’s still not working; delete the app and install from scratch.

2) Restart the App

Here’s how to do it on an iPad and on an Android device.

3) Update the Operating System

iPad

You need to be using iOS 12 or later.

Android

You need to be using Android 9 or later.

4) Schools – Check Whitelisting

Ensure the following URLs are on your safe list:

• https://phonicshero.com
• https//*.phonicshero.com

Then test the following:

Test A: Load a game on the iPad through our website:

1. In your iPad, open Settings > Safari (or whichever browser you use) > Block Pop-ups > switch it off.
2. Go to your tablet’s internet browser (e.g. Safari) and visit our homepage. Scroll to the bottom of the page and click on one of the games in the section: ‘Try Some of Our Reading and Spelling Phonics Games’.
3. If the games don’t load, you have not whitelisted Phonics Hero and you will need to tell your IT team that “the whitelisting of Phonics Hero is not working on iPads”.

Test B: Load a game on a computer on the same network as the iPads:

1. Go to your computer’s internet browser (e.g. Chrome) and visit our homepage. Scroll to the bottom of the page and click on one of the games in the section: ‘Try Some of Our Reading and Spelling Phonics Games’.
2. If they work on a computer, but not the tablet, tell your IT team that: “the tablets are not connected to the same network as the computers and so the whitelisting of Phonics Hero is not being applied”.

Still Having Problems:

We are here to help. We need to know:

1. What the problem is: downloading the app, logging in or playing a game/activity.
2. Your username. If you are a school having problems; some examples of usernames with the issue.
3. The iPad or Android device model number (normally found in Settings).
4. The operating system you are using, e.g. iOS 12.5.7.
5. The version of the app you are using. To find it, open the app and the version number is in the bottom right corner.
6. The results of Test A and Test B from section 4 above.

Get in touch.

Author: Phonics Hero

Still need help? Contact us at info@phonicshero.com.