Support

Last updated: 14 August 2026 · Current app version: 1.0

Write to support@helloanimals.app and a person answers within three business days. Most questions are one of the four below.

I paid before and the animals are locked again

This happens on a new phone, after reinstalling, or after resetting a device. The purchase is tied to your Apple Account, and getting it back is free:

Make sure the phone is signed in to the same Apple Account that made the purchase.
In the app, tap any locked animal — the offer screen opens.
Tap Restore Purchases.
Solve the small arithmetic problem. This is the parental gate; it keeps a child from starting a purchase or a restore.

If the app answers “No previous purchase was found”, the purchase was most likely made with a different Apple Account — check which one is signed in under Settings, at the very top of the screen. Restoring never charges anything.

There is no sound

An animal’s sound starts on its own once its picture is on screen. Tapping the picture plays it again; tapping the name below it says the name out loud.

Check the volume with the buttons on the side of the phone while the animal screen is open.
The Silent switch does not mute this app — it is meant to work when the phone is set to silent, so a quiet app is usually a volume or output problem, not the switch.
Check where the audio is going. If headphones, a car or a speaker are connected over Bluetooth, the sound is playing there.
Another app may be holding the audio. Close anything playing music, a video or a call, then reopen Hello Animals.
If it is still silent, close the app fully and open it again.

Does it work without internet?

Yes — completely. Every picture, sound and spoken name is inside the app, so it works in airplane mode, on a plane, in a car, and anywhere with no signal. Nothing is downloaded while a child is using it. A network is only needed to make or restore a purchase, because that part is handled by the App Store.

How do I keep my child out of the paid part?

You do not have to do anything. Buying, restoring and every link that leaves the app are behind a parental gate — a small arithmetic problem that has to be solved each time. A child tapping a locked animal sees the offer screen and can go no further. If you want to remove the possibility entirely, turn off in-app purchases in Settings → Screen Time → Content & Privacy Restrictions.

Something else

Bugs, a wrong animal sound, a request for an animal that is missing, refunds, or anything that is not on this page: support@helloanimals.app. Telling us your iPhone model and iOS version helps.