Support

Frequently Asked Questions

LetterSchool is designed as intuitively as possible for young children. If you have any questions, please go through these Frequently Asked Questions. Can’t find the answer? Our support-team is here to help you via support@letterschool.org!


Support for Parents

LetterSchool is tailored to individual use by kids from 3 to 8 years of age. Its didactic approach works wonderfully at home, in the classroom, in the car, on the back of a camel…

LetterSchool guides a player by providing subtle yet highly effective visual and auditory feedback when it intelligently detects that he or she needs a hand. There’s no reading required.
Hint: don’t forget to turn on your device’s sound. 😉
Read more.

LetterSchool offers three auto-renewing subscription options: per month. quarter, and year.

  1. You can cancel your subscription anytime without an extra cancellation fee.
  2. Payment will be charged to your iTunes account at confirmation of purchase.
  3. Subscription automatically renews unless auto-renew is turned off at least 24-hours before the end of the current period.
  4. The account will be charged for renewal within 24-hours before the end of the current period, and identify the cost of the renewal.
  5. Subscriptions may be managed by the user and auto-renewal may be turned off by going to the user’s Account Settings after purchase.
  6. No cancellation of the current subscription is allowed during an active subscription period.
  7. Any unused portion of a free trial period, if offered, will be forfeited when the user purchases a subscription to that publication, where applicable.
  8. Your iTunes account will be charged automatically after the 7-day free trial.

For any purchase you wish to restore, please make sure to download the same app as seen in your purchase receipt.

Important: make sure that you are logged in with the same Apple ID or Google account you used to make the purchase. This way, Apple and the Google Play Store will be able to verify your purchase.

How to restore: When you open the app, on the first screen (where you can select the game) you will see the ‘Buy Full Version‘ button. You can click on it (you won’t be charged). It is possible that this action will automatically load your content. But if that doesn’t happen, you will be shown the shopping screen with our pricing. Below you can find the ‘Restore Purchase‘ button/link. After clicking on the button, the full content will be available. If that doesn’t work, we ask you to please delete the app completely and reinstall it again. Then, click on the ‘Restore Purchase‘ button again.

Sometimes it may happen that you or your child accidentally purchase a full version. You can always ask for a refund.

For Apple users: you can ask the App Store directly for a refund. We cannot refund you ourselves since Apple handles all the orders. You can use the following link to read how to get the refund: https://support.apple.com/en-us/HT204084.

For Android users: you can ask us directly for a refund. All we need is for you to send us your transaction ID (which begins with GPA, followed by 17 digits). You can find your transaction ID through the following link: https://pay.google.com/payments/u/0/home#activity

Subscriptions will automatically renew with the next billing period unless you choose to end them. You can easily cancel your subscription in the App Store. Please follow the instructions on Apple’s FAQ page: https://support.apple.com/en-us/HT202039

Each linguistic version has different font styles, English offers 3 font styles:

  1. Handwriting Without Tears
  2. Zaner-Bloser
  3. D’Nealian

You can switch between those fonts by clicking on the settings button (top-right corner ‘gear’ icon in any of the ‘Learn to write’ games). This is where you can also switch between players.

Unfortunately, Apple’s official FAQ website informs they do not support in-app purchases within Family Sharing.

If you want to get a full version which you have already bought, on your family members’ devices, follow these easy steps:

  1. On a device which does not have a full version but belongs to your Family Sharing programme, log-out of its current AppleID and log-in with the one you used to purchase the full version.
  2. Download and/or open LetterSchool app, go to the settings and click on the ‘Restore’ button. It should load your in-app purchases.
  3. Log-out and log back in with a device’s owner ID.
  4. If step #2 didn’t work, try to remove the app from that device and then download it again. Then repeat the next steps.

If you are sure that you did all of the above and it’s still not working, please contact us via support@letterschool.org and we will assist you with it. Please attach your purchase receipt in your email, so we can help you quicker.

Letterschool currently offers the following languages:

  1. English
  2. Spanish
  3. Portuguese
  4. French
  5. German
  6. Dutch
  7. Japanese
  8. Swedish
  9. Norwegian
  10. Finnish
  11. Danish
  12. Arabian

All languages are FREE to download, and we plan to release additional languages in the future!

Letterschool allows you to change the following languages:

  1. Learning Language (the language used for playing the game)
  2. Menu Language (the text used for navigating the menu)

Both can be adjusted in the settings menu.

This allows your child to easily switch and learn new languages!

In a word: practice—and lots of it! To achieve the best results, the player should practice all the letters again after a while; hence two levels. Having two levels also accommodates differences in children’s styles and needs. Some players may simply stop after completing the easier silver level, while others will want to advance to the more challenging gold level with its free-form writing.

The second level works basically the same way as the first one, but you get a whole new set of games to play, and the writing game is more of a challenge (free-form writing).

Hint: once you reached the gold level, you can reset the scores in the settings to go back to the silver level.
Read more.

You get automatic access to the gold level (orange main screen) as soon as you finish an entire set of letters, numbers or shapes in the silver (first) level (blue main screen). A set (abc, ABC, 123 or shapes) is finished when every letter or number has been successfully played so that the player has earned a star for each letter/number. Those little stars are then “cashed in” and they disappear into the big star in the upper left corner of the main screen.
Hint: once you reached the gold level, you can reset the scores in the settings to go back to the silver level.
Read more.

To reset the game, go to the settings and click on ‘Reset Game’. All the content will load again uncompleted (however, the current progress will be lost for the single player that is currently selected). Therefore, clicking on the ‘Reset‘ button does not reset all three players’ progress at once.

The handwriting app on one device can be used by up to 3 players – you can switch between the profiles in the settings. Each player’s progress will be recorded individually for that profile. Unfortunately, it is not possible to customize the players’ profiles.

Support for Teachers

Yes, but currently only on iOS. You can choose to purchase between different student packages. For more information check this link or contact us via support@letterschool.com

LetterSchool is designed to support multiple grades; from pre-K, kindergarten, and through grade 1 to 3. The handwriting levels are generally for the younger grades, and the spelling levels for older grades.

Student Licenses are sold for $4.99 per student, for one year. Schools can choose from the following student packages: 5, 10, 15, 20, 30, 40, 50, 60, 75, and 100 students.

For any student packages above 100 students please contact Letterschool support!

At the home page in your teacher account you see the option to add a device:

Select this option to be taken to the device management screen. There are two ways to add a new student to your teacher account:

Method 1 – Activate via Login:
  1. Install the free LetterSchool app on the device via the App Store.
  2. Go through the onboarding screens. Filling in the email details is optional.
  3. Tap on the green ’Start Free Trial’-button. Next, select “Teacher”.
  4. Enter the details:
    email: your teacher email.
    activation code: can be found at your device management screen.
  5. Enter a device name. This is optional but recommended.
  6. Tap ‘Activate’, your device is now activated.
Method 2 – Activate with Activation Link:
  1. Install the free LetterSchool app on your device via the App Store.
  2. Login on our website on your teacher account, go to “add devices” and open the app with the ‘sign up link’ at the bottom of the page.
  3. The link opens the app. Enter now a device name. This is optional but recommended.
  4. Tap ‘Activate’, your device is now activated.

You can copy & share the signup link below with others for easy access, and to skip step 2!

Removing students can be done at the bottom of the device management screen.

By tapping on “remove access” the device will be removed from your student list. You can always add this device back to the student list after removing it!

The amount of students tied to your teacher account can be adjusted to more or less students. Tap on the “update” button (underneath add devices) to change the students. Changing students is free! If you select to add more students you will be taken to the payment confirmation screen to finish the payment.

No, we left them out intentionally. First and foremost, a young child needs to learn correct letter shapes before having to worry about fitting them between lines. Read more here

Technical issues

This is probably because you’ve muted the sound on your iPad. Please read about this on our special page

In case all these suggestions don’t work, the only way is to delete and reinstall the app. That should fix the issue – you don’t have to pay again off course.

Please make sure that the screen rotation on your device is locked while playing. You might want to position your device vertically or horizontally instead of laying it down. If the issue still occurs, please contact us via support@letterschool.org and provide us with the following information:

  • The full name / version of your LetterSchool app,
  • The model of your device,
  • Which operating system do you use (+ version)

Before contacting us, please make sure your app is always up-to-date. You may want to try to delete the app first, and re-install it.

There might be 3 reasons this is happening:

1.) You’ve bought the full app directly – not first the free app with the in app purchase. If this is the case , you can download the full version here for free: https://itunes.apple.com/app/id435476174

2.) You’re not logged in with the same Apple ID – this way Apple doesn’t recognise the purchase. You can login with your Apple ID and go to the menu in the free app and scroll a bit down and click on ‘restore’ .

3.) You wanted to share the premium version through Family Sharing. Unfortunately, Apple’s official FAQ website informs they do not support in-app purchases within Family Sharing. If you want to get a free copy for your family members, please contact us via support@letterschool.com and we will assist you with it. Please attach your purchase receipt in your email, so we can help you quicker.

Can’t find the answer?

If your question isn’t listed above, please contact us through our email (support@letterschool.org) for your question, and we’ll do our best to answer you as soon as possible. If you don’t hear back from us, please make sure to check your spam box!