Help & FAQ
How do I restore my purchases?
Android:
Your purchases usually restore automatically. If needed, you can also go to Parents Only → Personalize → scroll to the bottom → tap Restore.
If your Android purchases still do not come back, please contact us at contact@dualverse.com with your purchase receipt, and we will try to help.
iPhone / iPad:
Go to Parents Only → Personalize → scroll to the bottom → tap Restore.
On iOS, you usually need to press the Restore button manually to restore your previous purchases.
Why didn’t my Android purchases restore automatically?
Android purchases usually restore automatically, but in some cases they may not return right away after reinstalling the app or changing devices.
If this happens, first try:
Parents Only → Personalize → scroll to the bottom → tap Restore
If your purchases still do not come back, please contact us at contact@dualverse.com with your receipt.
What should I do if Restore still doesn’t work on Android?
Please email contact@dualverse.com and include your purchase receipt.
If needed, we may provide a redeem code or other help to restore your purchase.
Where can I watch tutorial videos?
You can watch our tutorial videos on YouTube here:
https://www.youtube.com/playlist?list=PL-8XC5ghPe5edrqCtBtdGdXp_RvhHlzQz
How do I use a redeem code?
Android:
Download the app and try to purchase the same item again. Instead of choosing another payment method, choose Redeem code and enter the code we sent you.
iPhone / iPad:
Open the App Store, tap your profile picture, then tap Redeem Gift Card or Code and enter the code we sent you.
Can I get a refund?
Refunds are generally not offered unless required by law or caused by an issue on our side.
For iPhone / iPad purchases, refunds are generally handled by Apple.
For Android purchase issues, please contact contact@dualverse.com.
Where are my recordings stored?
Your recordings are stored only on your device.
Can you recover my deleted recordings?
No. We do not store your recordings on our servers, so we cannot recover videos that were deleted or lost.
What should I do before deleting the app?
Please save or render any videos you want to keep before deleting the app or clearing app data.
If the app is deleted or your local data is erased, your recordings may be permanently lost.
Can I turn recording off?
Yes. In Parents Only → Settings, you can turn Activate Recording on or off.
How do I lock the Parents Only section?
Parents Only is locked by default.
Use your PIN or biometrics to open the Parents Only section.
How do I reset my Parents Only passcode?
If you forgot your passcode, enter the wrong PIN 7 times.
After that, you will be able to set up your passcode again from the beginning.
Please do not contact us to retrieve your passcode, because we cannot see or recover it for you.
Can I use Face ID, Touch ID, or biometrics?
Yes, on supported devices.
If enabled, you can use biometrics to access the Parents Only section.
How do I request a name?
Go to Parents Only → Settings → Request Name and submit the name you want.
Or, if you search for a name and it is not in our list, an automatic pop-up will appear so you can request it.
Will every requested name be added?
We cannot promise that every requested name will be added, but we review name requests for future updates whenever possible.
What should I enter when requesting a name?
Please submit only the first name.
Please do not include phone numbers, addresses, email addresses, or any other personal information.
How do I know if my requested name has been added?
If a name you requested is added to our system, you will automatically see a pop-up letting you know it is now available.
Are the Santa calls real?
No. All Santa calls and episodes in Video Call Santa are pre-recorded and made for entertainment purposes.
Is a real person watching or listening to my child?
No. No one at Dualverse is watching or talking to your child during the Santa call experience.
Why does the app need camera and microphone access?
These permissions are used so your child can appear on the call screen and so reaction videos can be recorded.
We do not use them to watch, spy on, or monitor users live.
We received a strange call or text after using the app. Was that from you?
No. We do not make telemarketing calls or send text messages based on what was said in the app.
The Santa call experience is simulated and pre-recorded.
