Help
Support
Something not working as it should? Start with the questions below — and if none of them match, email us directly. A real person reads every message.
Email support
We aim to reply within two business days.
Frequently asked
How do I open the Parent Dashboard?
Tap the gear icon in the top-right corner of the home screen. You will be asked to solve a short word-based sum (for example, “Seven + Five = ?”) to confirm you are an adult. The question changes every time.
How do I restore a purchase on a new device?
Open the Parent Dashboard through the parental gate and tap “Restore Purchases”. Make sure you are signed in to the same Apple ID that made the original purchase. Purchases also carry across automatically through Apple Family Sharing.
I bought a pack but the animals are still locked.
First try “Restore Purchases” in the Parent Dashboard. If the animals are still locked, fully close and reopen the app — entitlements are re-checked on every launch. If that does not resolve it, email us with the date of purchase and we will sort it out.
How do I reset my child’s progress?
In the Parent Dashboard, choose “Reset Safari Progress”. This clears completed stars so your child can enjoy solving everything again. Purchased packs stay unlocked.
How do I turn off sound or vibration?
Both are toggles in the Parent Dashboard. Sound and haptics can be switched on or off independently at any time.
My child keeps knocking pieces out of place.
Shape Safari uses single-touch isolation, so only the first finger down controls a piece — a resting palm or second finger will not move anything. If pieces still feel hard to place, they snap from a generous distance, so an approximate drop is enough.
Does the app work without internet?
Yes, completely. Every puzzle works offline. A connection is only needed if you choose to make or restore a purchase.
How do I request a refund?
Refunds are handled by Apple, not by us. Visit reportaproblem.apple.com, sign in with your Apple ID and select the purchase. If a pack was bought by mistake we are happy to help you through it.
When you write in
To help us answer on the first reply, please include your device model, your iOS version, and what happened just before the problem appeared. Screenshots are always welcome.
We never ask for passwords, payment details or any information about your child. See our privacy policy for exactly what the app does and does not store.