FAQ/Help

What is the Discovery Kids Service?

The Discovery Kids app is a subscription based streaming video, games and book service that allows kids to watch, play and discover wherever, whenever. With the Discovery Kids service:

  • TRUST in a safe curated place where kids can watch, play, and discover
  • WATCH hundreds of shows and videos
  • PLAY games with favorite characters
  • ENJOY a large library of engaging books
  • DOWNLOAD content and enjoy anywhere, anytime
  • DISCOVER new content every month
  • CUSTOMIZE your child’s profile for personalized content and experiences
  • ACCESS Discovery Kids on up to 5 different devices.
What do I get with my subscription?

You get unlimited access to hundreds of hours of your child’s favorite episodes, a curated library of safe YouTube videos, games, activities, and books! We are adding new shows, books and games every month!

You can also create separate profiles for your kids so they each can have their own unique experience with a single subscription. You will also be able to download the app and register your subscription on up to 5 devices. You can stream the same content on up to 2 devices at the same time. Downloads will be available for 7 days or 48 hours from playback commencing.

Can I download video, games or books?

Yes, you can! Tap this icon and your download will begin.

You can find your downloads in SETTINGS>DOWNLOADS

Downloads will be available for 7 days or 48 hours from playback commencing.

How do I create an account?
  1. Apple ID or Google Play accounts
  2. (if available) Billed through your telco
Why are there padlocks on the videos, games and books?

Locked content is available for Discovery Kids Subscribers only.

Subscribers get unlimited access to hundreds of hours of videos, games and books. If you have an active subscription and the videos are locked, please follow the instructions below to restore your purchase. There will be no extra charges for this process.

Apple devices: Access Settings in the app’s Home menu and press the ‘Restore Subscription’ button.

 

Android devices:

  1. Uninstall the Discovery Kids app
  2. Sign out of your Google accounts. To do this, from your mobile device screen, tap Settings > Accounts > Google > tap the account > Remove account;
  3. Enter the Google Play Store and login with the account with which you already have a subscription.
  4. Download Discovery Kids app again.
Why is the language only English?

Right now we are only offering this service and its contents in English. We will be updating the service with local languages in the future.

Where do I find my downloaded video, game or book?
  1. Click the Settings icon on top right of the screen in the app
  2. Select DOWNLOADS in the navigation bar.
  3. All your downloads are located in this area.
How do I delete a downloaded video, game or book from my device?
  1. Click the Settings icon on top right of the screen in the app
  2. Select DOWNLOADS in the navigation bar
  3. Select EDIT and you will see an icon of a garbage can
  4. Select the garbage can icon and it will delete your selected download
Can I “cast” this app to my TV with AirPlay?

Yes, if you have an Apple TV you can cast this service onto your TV. When using an Apple device, you can watch any Discovery Kids video content on a television set via Apple TV! Just connect your device to the same Wi-Fi network as your Apple TV.

How do I favorite a show or game?

You can touch the heart next to your favorite piece of content and the service will save favorite shows, games and books.

Is Discovery Kids available in my country?

Currently, Discovery Kids is available in the Philippines, Singapore, and South Africa

I am traveling out of the country, Is Discovery Kids available?

If you have a Discovery Kids subscription, you will still be able to access your downloads when traveling outside of the country.

If you have subscribed to Discovery Kids in the EU, you can access your Discovery Kids home service when visiting another EU country. This means that you can enjoy the same service abroad that you would at home. Access is only available if you are temporarily abroad and we are able to verify that your country of residence is in the EU.

If you have an EU Discovery Kids subscription and experience problems accessing your home service while traveling within the EU, please contact our Support Team by email at support@discoverykids.com.

What devices and operating systems will support the Discovery Kids app?

Operating System:
Apple iOS 9.x or newer
Android 5.0, 5.1, 6.x, 7.x, 8.x

Devices:
iPhone 5s or newer
iPad Air 2 or newer

Minimum device requirements:
Dual-core 1GHz CPU or greater
1GB RAM or greater
720p resolution or greater

What will I be charged for my subscription?

You will be charged a regular subscription fee specified on the app, based on your subscription period selection.

How do I pay?

There are multiple ways to pay, you can either go through the Apple App store or Google Play. You can also go through your telco provider to pay if this option is available in your country.

Is there a free trial when I take out a subscription?

Yes, you will receive a free trial to see all Discovery Kids has to offer when you buy a subscription to the Discovery Kids service. To receive your free trial, you must first create an account and then subscribe on the app.

Unless otherwise stated, your free trial will automatically convert into a paid subscription at the end of the trial period, and you will then be billed via your chosen payment method. If you do not wish to continue into a paid subscription, you must cancel your subscription not later than twenty-four hours before the end of the trial period.

TROUBLESHOOTING

The audio isn’t working?

Please follow the steps below to solve your issue:

  1. Check to see if you can play audio using another application.
  2. Check that your speakers are turned on and aren’t muted.
  3. Close your browser or app and open it again.
  4. Close other applications that may be open at the same time
  5. Check to see that your device is not on silent mode
  6. Check in the app settings that the background music and sound effects toggle are both on

If these steps don’t immediately resolve your audio issue, then:

  1. Confirm your device meets our minimum system requirements.
  2. Restart your device.
  3. Completely close out of the app and restart

If the problem continues, please email us at support@discoverykids.com

 

The video isn’t working?

Please try the steps below to solve your issue:

  1. Check your Internet download speed (Internet download speeds should be 1.5 Mbps or better). Also check in with your service provider. If it is a service provider issue, please contact them directly.

You can also troubleshoot by:

  • Closing the app and reopening it.
  • Disconnect other devices that are connected to the Internet.
  • Restart your device.

If the problem continues, please email us at support@discoverykids.com

 

I was watching an episode and now it is no longer available on the app?

That particular episode may no longer be available. Unfortunately for certain content, we only have rights to share it within the app for a specific period of time. We are always adding new episodes to the app!

How do I cancel my subscription?

You can cancel via Google Play or Apple App Store, or (if applicable) via your telco provider. Each are outlined below.

Important: Uninstalling or removing the app will not automatically stop your subscription – you must actively cancel the subscription [at least 24 hours before the end of the subscription period,] using one of the processes described here.

Please note that canceling a subscription using the following steps will stop the recurring subscription fee from being taken from your chosen payment method. If you cancel your subscription you will still have access to the subscription content until your last payment expires at the end of the current billing period.

To cancel a subscription using Google Play:
  1. Open the Google Play Store app.
  2. Open Menu (an icon with three horizontal bars, usually located on the top left space of your screen).
  3. Click on the bag icon on that position, if your device shows it.)
  4. Tap My Apps > Subscriptions and tap on the app of the subscription you’d like to cancel. Alternatively, tap Menu > My Apps > Tap the app of the subscription you’d like to cancel > Tap the app’s details page.
  5. Tap “Cancel” and “Yes” to confirm the cancellation.

You can find some more instructions on the Google Support page, or you can contact Google:
here

 

To cancel a subscription using Apple iTunes:
  1. On your iOS device, open up the App Store.
  2. Scroll all the way to the bottom and touch where it shows your ‘Apple ID’
  3. In the pop-up box, touch ‘View Apple ID’ and enter your Apple ID password when prompted.
    (Make sure this is the same Apple ID with which you would have downloaded and subscribed to Discovery Kids. You can confirm this by looking at the email address to which iTunes would have sent a transaction receipt for Discovery Kids subscription).
  4. Scroll down to ‘Subscriptions’ and touch ‘Manage’
  5. Touch ‘Discovery Kids’
  6. Touch ‘Auto-Renewal’ to ‘Off”

You can find some more instructions on the Apple Support page
here

 

My child accidentally bought a subscription?

Discovery Kids subscription plans offers a trial period so you can check out all of the great content we have to offer! You can cancel the subscription before the end of this 7-day period, and you will not be billed for a subscription. To prevent accidental purchases within apps, check whether your device settings can be configured to ensure that your security password is always prompted at the time of purchase.

What are your Terms of Service?

You can view the Terms of Service Here

Where do I find the Privacy Policy?

You can view the Privacy Policy Here

Contact us

support@discoverykids.com

DPlay Entertainment Limited
Chiswick Park Building 2,
566 Chiswick High Road,
London, W4 5YB, United Kingdom