Technical Support
If you are experiencing a problem with one of our apps, please try one of these common fixes. If you need additional support please use our contact us form.
Please tell us about the make and model of your phone or tablet. All devices are different and we are doing our best to support all of them.
Please tell us about the make and model of your phone or tablet. All devices are different and we are doing our best to support all of them.
If you need assistance just send us an email or use our contact us form. We are always happy to help.
Common Fixes - FAQ
FULLY RESTART YOUR DEVICE
Press and hold down the top "POWER" button until you receive the option to "POWER OFF" Then repeat to restart. Like all computers mobile devices should be turned off or restarted periodically.
WONT DOWNLOAD FROM APP STORE
Make sure you are on WiFi, and that you have enough available memory on your device to fit the app file size.
NO SOUND
There is no audio in the ASL Dictionary, or ASL Translator as you would not normally vocalize when signing ASL. Please see App Store description.
INTERNET QUESTIONS
Some schools and hospitals block, or secure their internet which blocks our app from reaching our servers. Make sure you have a good internet connection. To test this turn off WiFi and use 3g, 4g, LTE.
DOWNLOAD A FRESH COPY OF THE APP
Delete the app from your device and sync a fresh copy from the App Store. Note: Make sure you are attempting to download the same app and that you are signed in to the App Store with the same username and password that you purchased the app with.
MEMORY & STORAGE
Make sure you have enough available internal memory to download the App. Then go to your phone SETTINGS, then APPLICATIONS, find our App and compare the file size to the file size advertised on the App Store. If the file size is smaller on your device then the app probably didn't download correctly.
CLEANERS
Did you install a "Cleaner" on your Android phone or tablet? it may be deleting our videos. Often times even if the cleaner apps say they are not running they really are. Some Android phones also clean or delete files periodically.
OPERATING SYSTEM
Make sure your device is updated to the latest operating system.
CLEAR CACHE
Open the App, go to "Settings" (Android, click the phones menu button), click "Clear Cache". Or open your phone Setting, go to Applications, find our app and clear cache.
ASL TRANSLATOR
Wont play the video after you enter text and press play. Older iOS versions 10.0 have a second play button in the center of the video screen. You may need to press on a different part of the video screen, a little to the side of this second play button.
ASL TRANSLATOR - Second Play Button not working
Older phones and operating systems don't recognize the second play button. You need to press on the video screen a little away from the second play button.
SIGNS ARE DIFFERENT OR WRONG
They signs are not wrong they are just different from what you may know. ASL varies in different parts of the country and even in small social groups, there is no single right way to sign ASL. We try to have the most common and accepted and ASL signs. We also show multiple ways to sign the same word depending on your region, if you know a new sign please share it with us, we are always adding ASL signs.
CAN"T FIND WORD IN DICTIONARY
The English language has over 1 million words, whereas ASL only has about 5,000 signs. Many words don't have ASL Signs and are fingerspelled or are synonyms of other signs. ASL is not a manual for of English, for more info please read about American Sign Language.
We try to have every accepted ASL sign. If you feel a Sign is missing please email it to us, we will research it and if there is an accepted ASL sign we will add it the next time we film.
SIGNS FOR WORDS "ARE, TO, THE, AND" ARE MISSING
These English words are not used in ASL.
DO I NEED TO PAY AGAIN
No, Apple and Google saves all your apps to your account. You can download your apps from the App Stores. But if for example you downloaded the Android app you can't move that app to iPhone. the reason is they are sold by two different companies and work on two different operating systems IOS and Android. We too had to build completely separate apps.
WHAT IS THE BEST WAY TO LEARN ASL
A great way to learn American Sign Language is to take a local class in your area that will cover the entire language. Then sign with other people and have some fun.
IF YOU NEED MORE HELP PLEASE CONTACT US WE ARE ALWAYS HERE TO HELP YOU
FULLY RESTART YOUR DEVICE
Press and hold down the top "POWER" button until you receive the option to "POWER OFF" Then repeat to restart. Like all computers mobile devices should be turned off or restarted periodically.
WONT DOWNLOAD FROM APP STORE
Make sure you are on WiFi, and that you have enough available memory on your device to fit the app file size.
NO SOUND
There is no audio in the ASL Dictionary, or ASL Translator as you would not normally vocalize when signing ASL. Please see App Store description.
INTERNET QUESTIONS
Some schools and hospitals block, or secure their internet which blocks our app from reaching our servers. Make sure you have a good internet connection. To test this turn off WiFi and use 3g, 4g, LTE.
DOWNLOAD A FRESH COPY OF THE APP
Delete the app from your device and sync a fresh copy from the App Store. Note: Make sure you are attempting to download the same app and that you are signed in to the App Store with the same username and password that you purchased the app with.
MEMORY & STORAGE
Make sure you have enough available internal memory to download the App. Then go to your phone SETTINGS, then APPLICATIONS, find our App and compare the file size to the file size advertised on the App Store. If the file size is smaller on your device then the app probably didn't download correctly.
CLEANERS
Did you install a "Cleaner" on your Android phone or tablet? it may be deleting our videos. Often times even if the cleaner apps say they are not running they really are. Some Android phones also clean or delete files periodically.
OPERATING SYSTEM
Make sure your device is updated to the latest operating system.
CLEAR CACHE
Open the App, go to "Settings" (Android, click the phones menu button), click "Clear Cache". Or open your phone Setting, go to Applications, find our app and clear cache.
ASL TRANSLATOR
Wont play the video after you enter text and press play. Older iOS versions 10.0 have a second play button in the center of the video screen. You may need to press on a different part of the video screen, a little to the side of this second play button.
ASL TRANSLATOR - Second Play Button not working
Older phones and operating systems don't recognize the second play button. You need to press on the video screen a little away from the second play button.
SIGNS ARE DIFFERENT OR WRONG
They signs are not wrong they are just different from what you may know. ASL varies in different parts of the country and even in small social groups, there is no single right way to sign ASL. We try to have the most common and accepted and ASL signs. We also show multiple ways to sign the same word depending on your region, if you know a new sign please share it with us, we are always adding ASL signs.
CAN"T FIND WORD IN DICTIONARY
The English language has over 1 million words, whereas ASL only has about 5,000 signs. Many words don't have ASL Signs and are fingerspelled or are synonyms of other signs. ASL is not a manual for of English, for more info please read about American Sign Language.
We try to have every accepted ASL sign. If you feel a Sign is missing please email it to us, we will research it and if there is an accepted ASL sign we will add it the next time we film.
SIGNS FOR WORDS "ARE, TO, THE, AND" ARE MISSING
These English words are not used in ASL.
DO I NEED TO PAY AGAIN
No, Apple and Google saves all your apps to your account. You can download your apps from the App Stores. But if for example you downloaded the Android app you can't move that app to iPhone. the reason is they are sold by two different companies and work on two different operating systems IOS and Android. We too had to build completely separate apps.
WHAT IS THE BEST WAY TO LEARN ASL
A great way to learn American Sign Language is to take a local class in your area that will cover the entire language. Then sign with other people and have some fun.
IF YOU NEED MORE HELP PLEASE CONTACT US WE ARE ALWAYS HERE TO HELP YOU
ANDROID The app was working, but now the videos wont download?
Your SD card or memory on your phone is likely full. Try and clear the cache, found under "settings" or delete the app and download a fresh copy from the App Store.
Your SD card or memory on your phone is likely full. Try and clear the cache, found under "settings" or delete the app and download a fresh copy from the App Store.
GOOGLE CHECKOUT
Google Android declined your payment? In Google Checkout, double check the credit card card numbers, expiration date and 3 digit security code. If it all looks OK you may have to use a different card.
If apps are being billed to your phone carrier, please call them to see why they denied the payment.
Try to cancel your order and repurchase the app again. If this doesn't work please contact us and we will clear out the old order.
Google Android declined your payment? In Google Checkout, double check the credit card card numbers, expiration date and 3 digit security code. If it all looks OK you may have to use a different card.
If apps are being billed to your phone carrier, please call them to see why they denied the payment.
Try to cancel your order and repurchase the app again. If this doesn't work please contact us and we will clear out the old order.
WONT DOWNLOAD FROM GOOGLE PLAY STORE
If the app wont download, first cancel your order then do a full restart. Then go back to Google Play Store and try downloading the app again.
If the app wont download from Google Play Store, Google Checkout may have declined your credit card and sent you an email. Double check all the numbers or try a different card.
If the app wont download, first cancel your order then do a full restart. Then go back to Google Play Store and try downloading the app again.
If the app wont download from Google Play Store, Google Checkout may have declined your credit card and sent you an email. Double check all the numbers or try a different card.
ANDROID The app was working in the past, but now when you click on a word it says "movie/video format not supported"
Try clearing your cache. Open the app, go to settings (Android go to menu - Settings, click "Clear Cache"
Try clearing your cache. Open the app, go to settings (Android go to menu - Settings, click "Clear Cache"
CONTACT US
If you are still experiencing a problem with one of our apps please contact us, tell us what type of device you are using and give us as much information as you can about the problem. We value our customers and will get back to you shortly.
There are currently no known issues so we are certain we can get the app working for you.
Thank you.
If you are still experiencing a problem with one of our apps please contact us, tell us what type of device you are using and give us as much information as you can about the problem. We value our customers and will get back to you shortly.
There are currently no known issues so we are certain we can get the app working for you.
Thank you.
5 Star Reviews For Our Developers
The ASL American Sign Language apps were developed by a group of professional Sign Language interpreters, instructors and developers who are both hearing and deaf. We made these apps to help people learn ASL American Sign Language, the language that we know and love. We have received so many great letters from people who are now able to communicate better with family and friends. If you enjoy our apps please take the time to give us a 5 star review on the App Store. It means a lot to us.
Thank you for your support. Smile.
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