Please follow the common problem-solving steps below. After each set of steps, check to see if your issue is resolved. If your issue is still not resolved after completing all of the steps, please contact our team using the feedback form.


Quit and re-launch the app

  1. Double-click the home button to launch the multitasking screen
  2. Locate the app and swipe the screen upwards until it disappears from view and is removed completely.
  3. Go back to the home screen, find the app and re-launch it.

Restore purchases (if you have made any)

  1. From the Levels screen, go to Help (top right-hand corner)
  2. Go to Restore In-App Purchases tab
  3. Tap Restore Purchases button.
  4. Enter your Apple ID details if prompted
  5. Any purchases you have made previously will be unlocked. You can download unlocked units by opening each unit and tapping the 'Download' button.

Check device storage

If your device is running low on storage, this could cause problems when the app tries to download new content.

  1. Open the Settings app
  2. In the left-hand pane, choose General
  3. In the right-hand pane, choose Storage & iCloud Usage
  4. Under ‘Storage’ tap Manage Storage
  5. If the figure next to ‘Available’ is less than 1GB, try deleting unused apps and content to free up more space.

Delete and reinstall the app

Note: any purchases you have made will be recorded against your Apple ID and can be restored. They will not be lost by deleting the app.

  1. Find the app on the home screen and press and hold the icon until an x appears at the top-left corner.
  2. Tap the x then choose ‘Delete’ from the pop-up message.
  3. Go to the App Store, find the app again and press Get to download.
  4. Once the app is downloaded and launched, follow steps above to restore purchases if necessary.

Check for iOS updates

Note: the app is only compatible with devices capable of running iOS {{AppMinimumOsVersionLL}} or later.

  1. Open the Settings app
  2. In the left-hand pane, choose General
  3. In the right-hand pane, choose Software Update.
  4. Install all available updates.

Reset the iPad

  1. Press and hold the home and off/on buttons at the same time until the screen shows the Apple logo, then let go.
  2. Once the device has rebooted, try launching the app again.

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