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Frequently Asked Questions

Why are your games not free?

We are trying to create the best possible games for your children. That means applications with no invasive advertising.
However, our game “Pango Storytime” is downloadable for free and without any advertising. The first story is free and the rest are paid for through in-app purchases.

Our other games cost around $2.99 but we run promotions from time to time. To keep up-to-date, follow us on social media or subscribe to our newsletter.

What is your refund policy?

Unfortunately, the App Store does not allow us to reimburse directly.

You will need to visit their support page to claim your reimbursement.

Do your applications collect and analyze my data?

At Studio Pango, we take the privacy of you and your child very seriously.

Our applications do not collect any data. Only our “Pango Storytime” game uses analytics tools.

These analytics tools DO NOT COLLECT personally identifiable data (PID) such as your location, email address, IP address, etc. These tools only help understand how you use the application and how we can improve it.

Can I make videos using images from Studio Pango applications and the poster?

In general, we encourage fans to showcase our game content in videos for Play it, tests or articles.

However, we do not give any general permission for that.

You can not take individual elements (e.g. characters or music) out of the games and place them elsewhere (videos or images).

You cannot ask people to pay before wiewing or accessing your videos.

You cannot sell your products to third parties, but you can give them for free.

Keep the videos focused on the games and make sure the content is not controversial; avoid any racist, sexist, homophobic or otherwise discriminatory, offensive or hostile content for children.

Insert a mention of our copyright in your video, for example by incorporating the text: "original content © 2018 Studio Pango SAS. All rights reserved".

You must put a link to the game on iOS and Google Play in the description.

Do not simply copy our official trailers or anything else without adding anything.

As long as their products are consistent with the spirit of this policy, we invite fans to create and publish videos.

However, we retain all rights (including copyright) to our games and we can take action if we believe that a product is inappropriate – including having it removed.

Do I need an internet connection before playing your applications?

No Pango game needs an internet connection to operate.

You can launch the games and enjoy all of their features even if you do not have an internet connection or if your device is in airplane mode.

Our applications require an internet connection to give you information. This is particularly true of the Parents section, which displays new games and special offers.

In case of accidental deletion of the application, do I have to buy it again?

No! In case of accidental deletion of the application or similar problems, you can download it again free of charge as many times as you want.

To do this, you must use the same Apple, Google Play or Amazon account used at the time of the purchase.

If I buy the application on iPad/iPhone, do I have to buy it again before playing on my Android devices (and vice-versa)?

Yes. Your purchases are associated with the store where you bought them and you need to buy the game again for Android or Apple.

If you buy the game via Amazon or Google Play, your purchase will be associated with the platform used. Purchases may not be transferred between these platforms.

I can’t download my game. What should I do?

To resolve most download problems, turn your Wi-Fi connection off and on again, then make sure you have a stable Internet connection.

You can also wait 10-15 minutes before trying to download the game again.

If you still can’t download the game after purchasing it, please consult the following support sites.

On Apple App Store

On Google Play for Android

Can In-App Purchases be shared by accounts through Family Sharing on the App Store?

On the App Store, some elements such as In-App Purchases and subscriptions cannot be shared with the Family Sharing feature.

You can read more on what can and cannot be shared with this system here.

I want to buy a bundle but I already possess some of the applications it contains. Can I still top up / buy the bundle?

The App Store applies discounts to bundles when you already own some of the games in them.

For example, if you already purchased a game for $2.99, this amount will be deducted from the price of the bundle.

I have deleted / reinstalled a game and I don't know how to recover my In-App Purchases. How do I get them back?

To retrieve all the in-app purchases that you already made, you just have to download the application again, make sure you are logged in with the Apple ID initially used to make the purchases and click on the “Restore the purchase” button again.

My game does not work or I think that there is a bug. What should I do?

First of all, restart the application and close all other applications running in background.

You can also try to restart your iPhone or iPad in order to solve some basic problems.

If none of that worked, you can uninstall and reinstall the application. Do not worry, once it is purchased, you can download the application again free of charge.

I hear no sound when I play on my iPad. What should I do?

First of all, make sure your device sound is not muted.

To do this, check whether the side button is enabled.

If the problem is still unresolved, please consult this Apple App Store support site.

I get an error message when I install the game on my Android device. What should I do?

To solve most installation errors on Android devices, please follow the following instructions:

Go to Settings -> Applications

Select "Google Play Store"

On the next screen, press "Clear Cache"

Restart the device and reinstall the game.

I have been billed twice for my purchase on Google Play. What should I do?

For more information, please consult the Google support page. These fees are probably being processed and will disappear in a day or two; they will not be deducted from your account.

If they do not disappear within 14 days, please contact the Google support desk.

Need help?

For any additional support, please contact us by mail at


Tell us the type of device you use, as well as the message/error code that appears on the screen and we will answer you as quickly as possible.


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