Technical troubleshooting

When something breaks, 90% of issues fall into the four categories below. Work through these in order before reaching out — most fixes take under a minute.

The app won't load

Symptom: App opens, shows the splash logo, then hangs on a blank screen or spinner for more than 30 seconds.

Try these in order:

1. Close and reopen the app. On iOS, swipe up from the bottom of the screen and flick the RocketPhonics card away. On Android, tap the recent-apps button (square) and swipe the app away.
2. Check your internet. Open Safari/Chrome and load any website. If that fails, the problem is the Wi-Fi or cellular connection, not us.
3. Force an update. Open the App Store (iOS) or Play Store (Android), search RocketPhonics, and tap Update if the button appears.
4. Reboot the device. Hold the power button and restart. This clears out stale app state in more cases than you'd expect.
5. Reinstall. Delete the app, reinstall it, and sign back in. Progress lives on our servers, so uninstalling never loses data.

If it's still stuck after a reinstall, grab a screenshot and email support. Include the device model and iOS/Android version so we can match a fix.

Progress isn't syncing

Symptom: Your child finished a lesson on the iPad, but it still shows as "in progress" in the parent portal.

• Sync happens on app close and every ~5 minutes while online. If the app never closed or they were offline, the sync is pending.
• Pull-to-refresh on the parent portal Kids page to force a fresh read.
• On the app, tap the profile avatar → Settings → Sync now.
• If you see "Offline" in the app corner, reconnect to Wi-Fi and wait 30 seconds — the queue drains automatically.

If a specific lesson never syncs even when online, tell us which chapter and scene and we'll investigate that lesson's save path.

Audio problems

Symptom: No narration, choppy playback, or voice cuts out mid-word.

1. Volume: check both the app's internal volume (tap the speaker icon on the lesson screen) and the device volume rocker.
2. Silent switch (iPhone): the side switch toggles ring silent, which does not mute the app. Not your issue unless you just flipped it.
3. Bluetooth: if the device is paired with AirPods or a car stereo and has wandered out of range, sound drops. Turn off Bluetooth temporarily.
4. Headphones: test with and without headphones plugged in. A dirty headphone jack can mute the speaker.
5. Restart the app — the audio engine occasionally fails to re-initialize after a long pause.

Device-specific resets

iPad

1. Settings → General → iPad Storage → RocketPhonics → Offload App. Then reinstall from the App Store. This clears cached audio/assets without touching your account.
2. If still broken: Settings → General → Transfer or Reset iPad → Reset All Settings. This is reversible and safer than a full wipe.

Android

1. Settings → Apps → RocketPhonics → Storage → Clear cache (not clear data — that signs you out).
2. Settings → Apps → RocketPhonics → Force stop.
3. Reopen the app.

Anything else

If you've tried the above and it's still wrong, email support with:

• The device model (e.g., "iPad 10th gen")
• OS version (Settings → General → About on iOS, Settings → System → About phone on Android)
• What you were doing right before the problem started
• A screenshot or screen recording if possible

We'll get back to you within 48 business hours.