PLEASE READ:

This is an FAQ for the iOS version of MathTango. For questions about the Android release, please contact Customer Support.

Do not uninstall MathTango if you’re having a problem, unless advised to by Customer Support. Deleting the app will erase all progress stored on that device.

If this FAQ doesn’t address your question or issue, you can contact our customer support team at support@originatorkids.com. We’re here to help!


Missions, Tasks, & Lessons

Profiles & In-Game Progress

Subscriptions

Contacting Customer Support

Miscellaneous


Missions, Tasks, and Lessons

I can’t find a treasure chest or another hidden object. Is there a map I can use?

Yes, there is! You can find maps for both treasure chest locations and hidden object locations on the info page. They can also be found at the links below:

I completed a task, but the task hasn’t been checked off. What should I do?

This sounds like it could be a glitch! Please go to the Info page of the app and tap on the customer support email link. An email draft should pop up.

In your email, include the following information:

  • The task you’re having trouble with
  • Where you’re experiencing the issue (Island or Starbase)

How do I change the lessons in my Lesson Plan?

To edit your lesson plan:

  • Go to the Lesson Plan screen 
  • At the top left of the screen, tap the button that looks like a pencil with two lines to open the Lesson Editor. 
  • Check off any lessons you want to add and uncheck any lessons you want to remove.

Player Profiles & In-Game Progress

IMPORTANT: Your progress in MathTango is saved to your device—not your subscription or Apple ID. 

How do I add, edit, or switch players?

Tap on the player profile icon at the top/center of your screen  to see all player profiles created on your device.

  • To add a new player profile, tap on the green “Add Player” button and go through the set-up screens.
  • To edit a player profile, tap the “Edit” button at the top right, then “Avatar” below the profile you want to edit.
  • To switch player profiles, simply tap on the player you’d like to switch to.

Keep in mind that you must be subscribed to create more than one player profile. 

How do I sync my progress between multiple devices?

Unfortunately, there is no way to sync progress between different devices running MathTango at the moment.

We can, however, help you copy your progress over to a new device—although this still won’t allow you to jump between devices. If you’re interested in doing this, see How do I transfer progress from this device to a new one?

How do I transfer progress from this device to a new one?

To transfer your progress between devices, please open MathTango, go to the Info page, and tap on the customer support email link. You should see an email draft pop up.

In the body of the email, indicate that you want to transfer progress from this device to a new one, then hit send. Once we receive the email, our support team will send you a link that allows you to copy your progress onto your new device.

Make sure to send your email from the device with the existing progress—not from the device you want to transfer progress to.

All my progress is gone! How do I get it back?

There could be a few different reasons for why you aren’t seeing your progress:

First, confirm that you didn’t uninstall or reinstall the app. Progress is saved to your device, so deleting the app will erase any progress you’ve made.

Next, make sure that you didn’t accidentally set up a new player profile. Go to the home page and tap on your player profile icon at the top/center to view all the profiles on your device.

Also, make sure that you didn’t accidentally delete your player profile with the “Edit” button in the player selection menu. If you did this, please see “How do I recover an accidentally deleted player profile?” below.

Finally, verify that you didn’t move to a different device. Progress does not automatically transfer between devices, but it is possible to switch to a new one. If you’re interested in switching devices, please see How do I transfer progress from this device to a new one?

How do I recover an accidentally deleted player profile?

If you accidentally deleted a player profile from the profile selection menu but you did not uninstall the app, we may be able to recover your progress. Please go to the Info page of the app and tap on the customer support email link. An email draft should pop up.

In your email, please indicate that you’d like to recover a deleted player profile, and provide us with the name of the profile that was deleted.

Subscriptions

IMPORTANT: Your child’s in-game progress is saved to your device—not your subscription or Apple ID. 

How do I check my subscription status and/or change my plan?

To view or change your subscription status, open the Settings app and go to Apple ID > Subscriptions > MathTango. From here, you can tap “See all plans” to view your current plan and, if you’d like, switch to a different one.

Please note that changing plans won’t take effect until your current subscription period ends.

How do I cancel my subscription?

To cancel your subscription, open the Settings app and go to Apple ID > Subscriptions > MathTango. From here, tap “Cancel Subscription” to turn off auto-renewal of your subscription.

If you don’t see a “Cancel” option, this means you’re already unsubscribed.

Will I lose my progress if I cancel my subscription?

No, as long as you do not delete the app or factory reset your device. Uninstalling MathTango will erase any progress you have made.

How can I tell if the app knows I’m subscribed?

To check if the app knows you’re subscribed, go to the home screen. Unsubscribed users will see an orange “Unlock Everything!” or “Try Free!” button in the top left of the home page, while subscribed users will not.

Unsubscribed users will also hit a daily limit after completing more than 5 puzzles in a day and can only have one player profile.

If you’re subscribed and the app is indicating that you aren’t, please go to the Info page of the app and contact us by tapping on the customer support email link. In the email draft that appears, explain the issue you’re having and include as many details as possible. Then hit send.

How do I share my subscription with another device using a different Apple ID?

To share your subscription with a device using a different Apple ID:

  • First, set up Family Sharing to link your Apple IDs together.
  • Next, open the Settings app. Go to Apple ID > Subscriptions > MathTango and toggle “Share with Family” on.
  • Then, on the device you’re trying to share with, tap the “Unlock Everything!” or “Try Free!” button from the home page. A subscription menu should appear.
  • Finally, tap “Restore Purchases” at the bottom of the page.

If the instructions above don’t work, please go to the Info page of the app and contact us by tapping on the customer support email link. In the email draft that appears, explain the issue you’re having and include as many details as possible. Then hit send.

I’m subscribed through the Apple ID logged in on this device, but my subscription isn’t being recognized. How do I access my subscription?

If the app isn’t recognizing your subscription:

  • Go to the home page of MathTango on the device you’re trying to access the app with.
  • Tap the orange  “Unlock Everything!” or “Try Free!” button at the top left. If you don’t see one of these buttons, this indicates that the app already knows you’re subscribed.
  • A subscription menu should appear. Tap “Restore Purchases” at the bottom of the page.

If the instructions above don’t work, please go to the Info page of the app and contact us by tapping on the customer support email link. In the email draft that appears, explain the issue you’re having and include as many details as possible. Then hit send.

I purchased this app before it was a subscription service. How do I get access to it?

Users who purchased access to MathTango before we transitioned to a subscriptions service should still see their purchases honored. If the app isn’t recognizing your purchase:

  • Go to the home page of MathTango on the device you’re trying to access the app with.
  • Tap the orange  “Unlock Everything!” or “Try Free!” button at the top left.
  • A subscription menu should appear. Tap “Restore Purchases” at the bottom of the page.

If the instructions above don’t work, please go to the Info page of the app and contact Customer Support by tapping on the support@originatorkids.com link. In the email draft that appears, explain the issue you’re having and include as many details as possible.

Contacting Customer Support

How do I contact Customer Support?

You can always contact our support team directly by emailing us at support@originatorkids.com. In most cases, however, we ask that you email us from inside MathTango itself, as emails sent from here include diagnostic logs that help us understand the problem you’re experiencing.

To contact us from within the app, please tap the “i” icon in the top left of the home screen to open to the Info page. From there, tap on the support@originatorkids.com link. An email draft will pop up—don’t worry if it looks empty. Include as many details as possible about the issue you’re having, then hit send.

Please include any additional email addresses you’d like us to respond to in the CC line. Otherwise, we’ll respond only to the email address that contacted us.

I contacted Customer Support and didn’t get a response.

Although we typically respond within 24 hours of your support request, it may take us up to 3 days to respond during busier times. You can verify that we received your email if you got an automated reply within ~30 minutes of your message. 

Please make sure that you aren’t missing any responses in your spam or junk folders, and that you contacted us at the correct address: support@originatorkids.com.

Additionally, keep in mind that we only respond to the email address that we were contacted with. If your child has their own email set up on their device and you used that device to send the email, our response will likely be in their inbox, not yours. 

If you haven’t gotten a response from us within 3 days (or if you never got the automated reply), please reach out to us again.

Why is an error message (or nothing at all) popping up when I tap the support link from inside the app?

If tapping the support link isn’t working, make sure that you have Apple email set up in the Settings app. If you are using Gmail, Outlook, or another third-party email client and don’t have Apple Mail set up, you’ll need to do so using these instructions.

Why is the send button grayed out when I tap the support link from inside the app?

If the send button is grayed out, this could indicate a few things. The main reason this happens is simply that there’s no email in the “To” line—make sure the email is addressed to “support@originatorkids.com”.

If the “To” line has the right address and the button is still gray, we suggest opening Settings, going to Mail > Accounts, and verifying that your email account is properly configured in Apple Mail.

Everything is set up correctly, but I still can’t send an email from the Info tab. What now?

In that case, please email us directly at support@originatorkids.com from the mail app you typically use. Unfortunately, this email won’t provide us with diagnostic logs, but we’ll still do our best to address the issue you’re experiencing.

Miscellaneous

I’m experiencing crashing, stuttering, and/or extreme lag. How do I fix this?

First, please try performing a “force restart” of your device using the instructions below:

If you’re still having performance issues after the restart, please go to the Info page of the app and contact Customer Support by tapping on the support@originatorkids.com link. In the email draft that appears, explain the issue you’re having and include as many details as possible.

I have a suggestion for MathTango. Who do I contact?

We’d love to hear your feedback!! Please reach out to us at support@originatorkids.com to share your idea with us!