Support

How to reach us

Write to mail@wonnel.app. I read every message myself and answer as fast as I can. English and German both work.

What to put in your message

Four details save us both a round trip and save you a day of waiting. Send them along right away and I can usually answer the first time.

• Which device? For example iPad 9th generation, iPhone 13, or Samsung Galaxy Tab A9.
• Which system version? On iPhone and iPad it is under Settings → General → About, on Android under Settings → About phone.
• Which version of Wonnel? It is at the bottom of the app’s parents’ area.
• What happened? One sentence is enough, but a precise one: “the screen stays black after the title screen” helps more than “it doesn’t work.”

There is no sound

This is the most common report, and it usually comes down to one of three things:

• The silent switch. On the iPhone that is the small slider on the left edge, or the Action button on newer models. With it set to silent, games stay quiet while videos still have sound. That catches out almost everyone.
• The volume inside the game. Press the volume-up button while playing. If nothing changes, the device’s media volume may be at zero.
• A connected headset. A Bluetooth headset in the next room stays connected even when nobody is wearing it, and the sound goes there.

If none of that helps, close the app completely and open it again. If it is still silent, write to me with the details above.

The game will not start, or it freezes

In order, from the gentlest step to the most thorough:

1. Close the app completely and reopen it. Not just switching to the home screen, but swiping the app out of the list of running apps.
2. Restart the device. That clears the memory.
3. Check for an update. In the App Store or on Google Play, Wonnel shows “Open” when everything is current and “Update” when it is not.
4. Check the storage space. On a device that is completely full, games start unreliably or not at all.

Reinstalling the app is the last step, not the first. The saved game is lost along the way: it exists only on the device, and deleting the app deletes it. The purchase is unaffected, see the next section.

I bought it, and the app still asks for money

Wonnel costs €1.99 once. After that the app belongs to the account it was bought with, not to the device. On a new or reset device you need to restore the purchase once.

• iPhone and iPad: sign in with the same Apple Account you bought with and download Wonnel from the App Store again. Purchased apps are listed under your profile picture in “Purchased”. Nothing is charged a second time.
• Android: sign in with the same Google Account and install Wonnel again from Google Play. “My apps” lists what belongs to that account.

If the app was bought with another family member’s account, Apple’s Family Sharing or the Google Play Family Library will help. Either can make a purchase available to the whole family.

New device, new tablet

Two things part ways here, and it is good to know that in advance:

• The purchase moves with you. It is tied to the account, see above.
• The saved game stays behind. It exists only on the old device. There is no cloud backup, because the app has no connection to the network in the first place.

For a child between two and five, the second point is rarely a loss. Wonnel has no levels to unlock and no progress that could be lost. The gnome simply starts running again.

The parents’ area

Sound and language can be changed in an area of its own. In front of it is a task that a child of this age cannot yet solve. That is also where the app’s version number, the privacy policy, the legal notice and the link to this page are.

There is no setting for playtime in there. The length of a run is fixed: after five minutes the run fades out. The sky changes color as it does, to sunset red by day and to first light by night. Even when a child does not stop by itself, the game does not carry on for ever.

The parents’ area opens from the gear icon on the start screen.

Does the app need internet?

No. Wonnel runs entirely without a network. In airplane mode, on a train, in a holiday cottage with no reception, the game plays exactly as it does at home. A connection is needed only by the store, to download the app in the first place.

Refunds

Refunds are handled by the store you bought from, because that is where the purchase contract was concluded.

• Apple: through reportaproblem.apple.com (opens in a new window)
• Google Play: through the order history in your Google Account (opens in a new window)

If something in the app does not work, please write to me first. A bug I know about can be fixed. One I only read off a refund statistic cannot.

Data and privacy

Wonnel collects no data. No account, no sign-up, no tracking, no advertising, no advertising identifier, no connection to the network. The saved game stays on the device.

What happens on this website is a different question. The privacy policy answers it in full.