Help with the Sano app
A little help to keep you learning. This page covers the iPhone and iPad app. For a problem, email info@learnwithsano.com.
Contact support
Tell us your device model, iOS/iPadOS version, Sano app version, chosen language, activity and the steps that led to the problem. Describe what you expected and what happened. If relevant, include an order reference and the grown-up account email.
Please leave out children’s names, photos, recordings and drawings. Never send a password, recovery code or full payment-card number. The app does not automatically attach learning records or diagnostics to an email.
Getting started
Choose Play as Guest, a Sano companion and Learn English or Learn Nepali. The companion changes the character and voice; either companion can be chosen by anyone.
Changing the screen-text language does not change the learning course. Use the course choice when you want to change what you are learning. Some future features remain unavailable; their presence does not mean a purchase has been made.
Sound, pictures and comfortable play
I cannot hear Sano
Check device volume and whether sound is going to headphones or another speaker. In Family controls, check Voice, sound effects and Quiet play. Tap Hear again or the activity’s listen button to repeat supported guidance.
A picture or recording has not appeared
Leave the activity and open it again. If the problem continues, close and reopen Sano, then report the activity and word involved. Avoid deleting the app as a first troubleshooting step because that can remove local data.
Does the app record speech?
No microphone recording or live Talk to Sano service is enabled in this release. Spoken examples are supplied recordings. Sound, Quiet play and reduced-motion options are available in the grown-up area.
Progress and drawing notebooks
Learning records stay in the app on this device. They do not automatically move to another device when an account signs in. Guest play may be temporary; guest notebook pages last for the visit.
Free Draw and Write your name support local notebook pages. Optional account saving is a separate setting, off by default, and currently unavailable while native online services are disabled. Ordinary letter/number tracing and learning answers are not included in account notebook saving.
The Family area offers controls to view, export or delete supported local learning records. An exported learning summary is not a complete backup. Read App privacy or Delete your account or data before clearing information you want to keep.
Coins and purchases
Some activities display coin access. Confirm the amount shown before starting an available paid activity. Native App Store purchases and wallet services are currently unavailable; do not repeatedly retry a payment to repair that status.
If you have a receipt or an existing website purchase, contact us with the order reference. Apple purchases use the Apple account used at checkout; a Sano account is separate. Cancelling a subscription and requesting a refund are also separate actions. Sano does not ask for card details in a support email.
Watch & Earn is unavailable. This release does not request advertisements.
Accounts and privacy
Account controls are for grown-ups. If account services become available, use your own email and account details, not a child’s. A grown-up gate is a navigation safeguard; it does not verify age or parental relationship.
For an account-access, correction or deletion request, email info@learnwithsano.com. We may need to verify account ownership. Information held only on your device cannot be retrieved remotely.