Signed Stories app support

I can’t access the Signed Stories store

You need to be connected to the internet to access the store, so please check your connection.

If you think the app has crashed, close it down completely and then re-open it. To close it down completely, exit the app and press the home button twice to bring up your dock. Hold your finger down on the Signed Stories app icon until a red circle appears and then tap the red circle.

If you’re trying to access the store from a school or other institution where online security is tight, the firewall might be blocking your access. Please ask your IT support team to email signedstories@itv.com and we can provide information on which ports they need to open to allow you access to the Signed Stories store.
 

I can’t buy books in the store

Please check that your device is set to allow in-app purchases. To do this, go into your device settings and into >General. Scroll down to >Restrictions and down to >Allowed content. Within this section is a tab >In-App Purchases - make sure that it set to ‘on’.
 

My book is taking ages to download/has stopped downloading

Book files are quite large so they can take a few minutes to download, depending on your internet connection, so it’s better to use wifi.

Make sure you’re connected to the internet for the whole time your book is download otherwise it will stop downloading, and will start again when you’re connected to the internet.

I bought a book but I can’t find it on my bookshelf

When you successfully buy a book, it should start to download on your bookshelf straight away.

If it doesn’t, please check the Saved Books area of the app as it might have downloaded and dropped into there.

If it’s not there, go back into the store and tap on the book - a pop-up window may come up saying you’ve already bought the book and asking if you’d like to re-download it. Tap yes (it won’t charge you again), and it should start downloading to your bookshelf.
 

There’s no sound on my app

Go into the settings on your device and into >General. Scroll down to the tab that says ‘Set side switch to:’. If the tick is next to ‘mute’ that is stopping the sound playing. Tap ‘Lock Rotation’ instead and then test by opening the app and playing a story. 

How do I get my free book?

Make sure you have a good internet connection, and go into the Signed Stories store. Tap the green FREE button next to ‘Three Billy Goats Gruff’. It should start downloading on your bookshelf straight away.
 

Need more help? Contact us.

If we haven’t solved your problem please get in touch by emailing signedstories@itv.com or by tweeting @SignedStories. Please give us as much information as you can about the problem and the device you’re using.

Screengrabs showing error messages would be very useful. To take a screengrab: press the home button (the button on the front of the device) and the sleep/wake button (on the top right of the device) at the same time. The screengrab will drop into >Photos and you can attach it to an email to us.