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This is an FAQ for the iOS version of ELA (Endless Learning Academy). ELA is not available on the Google Play Store or on other platforms at the moment.

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!

Player Profiles, Lessons, & Activities

Subscriptions

Contacting Customer Support

Miscellaneous

Player Profiles, Lessons, & Activities

How do I change the curriculum in my child’s Lesson Plan?

To edit your child’s lesson plan:

  • Open Settings by tapping the gear icon at the top left of the home screen.
  • From the “Lesson Plan” tab, select between one of the four age-based plans.
  • Tap “Apply,” then confirm that you’re okay resetting your child’s progress.

How do I add, edit, or switch between player profiles?

Tap on the profile icon at the top/center of your Lesson Plan page to see all the player profiles that have been 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 profile you’d like to switch to.

How do I recover an accidentally deleted profile?

If you accidentally deleted a profile from the profile selection menu but you did not uninstall the app, we may be able to recover your Lesson Plan progress. Please tap on the gear icon at the top left of the home screen, go to the “Info” tab, 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. Then hit send. Our support team will get back to you within a few days!

Sadly, if you deleted the app or factory reset your device, your profile and associated progress is not recoverable.

How do I sync or transfer my Lesson Plan progress between multiple devices?

Unfortunately, there is no way to sync progress between different devices running Endless Learning Academy 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 back and forth between devices.

If you’re interested, please contact our customer support team from the device you use to play Endless Learning Academy by tapping on the gear icon at the top left of the home screen, going to the Info tab, and tapping on the support email link. An email draft should pop up. Explain that you want to transfer your progress from this device to another one, and hit send.

Once we receive the email, our team will reply with a link that allows you to copy your progress to a new device.

How do I disable a specific activity?

To prevent a user from accessing a specific activity from the Explore page, go to the “Explore” tab in the Settings menu (gear icon at top left of home screen) and toggle that activity OFF.

How do I make it so my child must place letters/numbers in sequential order?

To restrict letter and number placement to sequential order, go to the “Info” tab in the Settings menu (gear icon at top left of home screen)  and toggle “Enforce Letter/Number Order” ON.

How do I turn off background music?

To disable background music, go to the “Info” tab in the Settings menu (gear icon at top left of home screen) and toggle “Background Music” OFF.

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Subscriptions

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 > Endless Learning Academy. 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 > Endless Learning Academy. 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 Lesson Plan progress if I cancel my subscription?

No, as long as you do not delete the app and do not factory reset your device. Uninstalling Endless Learning Academy will erase any progress you have made.

How can I tell if the app recognizes my subscription?

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

Unsubscribed users will also not be allowed to progress past three lessons in the Lesson Plan, and will not be able to add additional profiles.

If you’re subscribed and the app is not recognizing your subscription, please tap on the gear icon at the top left of the home screen, go to the “Info” tab, and tap on the customer support email link. An email draft should pop up. Explain the issue that you’re having in the body of the email, then hit send. Our support team will investigate and get back to you within a few days.

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 > Endless Learning Academy 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 Lesson Plan page. A subscription menu should appear.
  • Finally, tap “Restore Purchases” at the bottom of the subscription menu.

If the instructions above don’t work, please contact customer support by tapping on the gear icon at the top left of the home screen, going to the Info tab, and tapping on the support email link. An email draft should pop up. Explain that you’re trying to share a subscription through Family Sharing in the body of the email, then hit send. Our support team will investigate and get back to you within a few days.

I’m logged into the Apple ID that I used to subscribe, but my subscription isn’t being recognized. How do I access my subscription?

If the app isn’t recognizing your subscription:

  • Go to the Lesson Plan page of Endless Learning Academy on the device you’re trying to access the app with.
  • Tap the red  “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 contact customer support by tapping on the gear icon at the top left of the home screen, going to the Info tab, and tapping on the support email link. An email draft should pop up. Explain that the app isn’t recognizing your subscription in the body of the email, then hit send. Our support team will investigate and get back to you within a few days.

I purchased a lifetime subscription. How do I get access to it?

Users who purchased a lifetime subscription to Endless Learning Academy when that option was offered should still see their purchases honored. If the app isn’t recognizing your purchase:

  • Go to the Lesson Plan page of Endless Learning Academy on the device you’re trying to access the app with.
  • Tap the red  “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 contact customer support by tapping on the gear icon at the top left of the home screen, going to the Info tab, and tapping on the support email link. An email draft should pop up. Explain that the app isn’t recognizing your lifetime subscription in the body of the email, then hit send. Our support team will investigate and get back to you within a few days.

I already purchased one of the individual Endless apps. Can I get a discount on my subscription?

Unfortunately, the Apple billing system treats different apps as unique and distinct, and does not allow us to provide a credit for the subscription fee based on your prior purchases. However, you can always try requesting a refund directly from Apple for your original purchase by going to reportaproblem.apple.com.

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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 Endless Learning Academy itself, as emails sent from the app include diagnostic logs that help us understand the problem you’re experiencing.

To contact us from within the app, please tap the gear icon in the top left of the home screen to open to the Settings page. Select the “Info” tab, then 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 emailed 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 (unless another address was CC’ed). If your child has their own email set up on their device and you used that device to send the email, our response will 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.

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Miscellaneous

When will Endless Learning Academy be coming to the Google Play Store and Amazon Appstore?

While we hope to make ELA available on platforms other than iOS eventually, we can’t currently provide a definite timeline for bringing the app to the additional platforms.

Keep in mind that most of the content included in Endless Learning Academy is available through the individual Endless apps: Endless Alphabet, Reader, Numbers, Spanish, and Wordplay. These apps are available on all three major app stores.

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 tap on the gear icon at the top left of the home screen, go to the “Info” tab, and tap on the customer support email link. An email draft should pop up.

In your email, please indicate that you’re having performance issues and provide us with any relevant details. Then hit send. Our support team will investigate and get back to you within a few days!

I have a suggestion for Endless Learning Academy. Who do I contact?

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

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