Frequently Asked Questions

If you are having an issue, try the following:

Make sure you have your device software and the app up to date.

Trouble Exporting

You most likely need to allow access to your photos and microphone for the app. Go to the settings app (gray gears). Select privacy (hand icon). Now select photos. Finally, flip the switch to on for all puppet pals apps. Flip the switch on for the Microphone icon as well. 

Can I edit my movies?

We do not have any current plans to add editing to the app. We suggest that you export the clips from the app, then use iMovie to perform your edits. You can also add music and titles in iMovie.

I already made a purchase, now it seems that I need to pay again?

Make sure that you have the same app (free or paid) first. Also make sure that you are using the same apple id. First thing to check is the more characters section. In here try using the restore purchases button. If you still think there is a problem, them please contact us.

I want a refund

We are sorry to hear that. We do not have any ability to issue refunds. You will need to contact Apple with those requests.

I restored my director's pass but my actor packs are still missing?

The Director's Pass gives you ACCESS to all current and future content available. You still must go into the more characters section and (re)download the packs that you want to install, the difference now being that they will always be free to you with the director's pass. We did it this way so that you don't have to install any packs that you might not want

IF YOU DON’T FIND WHAT YOU NEED HERE, PLEASE CONTACT US, THANKS.