Frequently Asked Questions


    1. I received a charge from Fingerprint Digital or Kidomi and I don’t know what it is for.

    Kidomi is the all-in-one super app for kids age 3-13. Our service is featured on the HighQ learning tablet. It is also available on the Apple App Store, Google Play, Amazon App Store, and the Web. If you are receiving a charge from us you’ve signed up for the Kidomi service and we thank you for your interest. Kidomi offers premium educational games, books, and videos for kids all in one place! We also have parent tools to help you manage your kids screentime.


    2. I want to cancel my subscription

    1. If you signed up on the App Store, Google Play, Kindle Fire store please use the following links to unsubscribe from the service.
      1. Apple App Store: https://support.apple.com/en-us/ht202039
      2. Google Play Store: https://play.google.com/store/account/subscriptions
      3. Amazon Appstore: https://www.amazon.com/gp/help/customer/display.html?nodeId=201357590
    2. If you signed up on a HighQ learning Device please do the following to unsubscribe
      1. On your tablet;
        1. Launch Kidomi
        2. On the Home Screen > Press the Menu button at the top right corner of the screen
        3. Select the Parent Menu Button (people icon)
        4. Enter your PIN when prompted
        5. Select Manage Billing from the settings > From there you can modify your plan or cancel the service
      2. If you do not have access to the tablet, contact us using the CUSTOMER SUPPORT button

    3. I have a billing issue

    1. HighQ Learning Tablet
      1. To update your credit card or modify your subscription plan you can do so from the Parent Menu in the application.
        1. Launch Kidomi
        2. On the Home Screen > Press the Menu button at the top right corner of the screen
        3. Select the Parent Menu Button (people icon)
        4. Enter your PIN when prompted
        5. Select Manage Billing from the settings > From there you can modify your plan or cancel the service
    2. I signed up on the App Store, Google Play, Kindle Fire store or Web
      1. If you are having a billing issue in our app store product you will have to update the credit card on file for your app store ID used to download and activate the subscription.
    3. If the above information doesn’t solve your billing issue please contact us using the CUSTOMER SUPPORT button

    4. I cannot sign into my account

    1. I forgot my email address
      1. If you are receiving an error when attempting to login, double check which sign in option you selected. If you have a gmail account you may have used Google accounts login instead of sign up with email or vice versa.
    2. I forgot my password
      1. If you used “Sign up with Email” there is an option to reset the PW on the page
      2. If you signed up with Google Accounts you may need to re-authorize your Kidomi login in your Google account settings
    3. I’m getting an error “Account does not exist”
      1. We do offer two versions of Kidomi, one for the HighQ learning tablet and one for the App Stores and Web. Unfortunately accounts created on the HighQ tablet aren’t currently compatible with our App Store and web products and vice versa. If you wish to transfer your current account over to be used on a different Kidomi product please contact our customer support team for assistance using the CUSTOMER SUPPORT button

    5. Content has locked icons on the home screen

    1. Typically if you had an active trial or subscription and upon returning to Kidomi you are seeing that the content is now locked there is either a billing problem or the device isn’t connecting to the network to be able to validate your subscription status.
    2. To troubleshoot billing options please see the Billing Issues section of this doc.
    3. If there isn’t an issue with the billing and your account has been paid for the month please try the following steps.
      1. Check the device is connected to WiFi
      2. Test the devices connection to WiFi > Attempt to download an app from the App Store on the device or Navigate the internet
      3. Force Close Kidomi and Relaunch it
      4. Powercycle the device > If the device hasn’t been turned OFF then back ON again yet please do so and check to see if the issue persists
      5. Forget the WiFi network on the device and reconnect it

    6. I cannot download games on my HighQ tablet

    1. Check your WiFi Connection
      1. Test the devices connection to WiFi > Attempt to download an app from the App Store on the device or Navigate the internet
      2. Force Close Kidomi and Relaunch it
      3. Powercycle the device > If the device hasn’t been turned OFF then back ON again yet please do so and check to see if the issue persists
      4. Forget the WiFi network on the device and reconnect it

    7. Applications are running slowly

    1. If you are using our Streaming Version of Kidomi (Available on App Stores), please note gameplay speed can be affected by your devices network connection speed. If there is a poor connection to the network there may be some minor impacts on performance.
    2. If you are using our HighQ version of Kidomi check your devices available storage. If there is limited space on the device we suggest deleting some of the unused applications that may be installed on the device.
    3. If the device has been powered on for a long period of time we recommend powercycling your device. Turning it OFF and back ON again may improve performance of the applications running.
    4. Force Close applications that may be running in the background. If the device has other applications that are backgrounded, closing these may increase the performance of the device.

    8. What parent tools does Kidomi have in the Parent Area?

    1. The Parent area offers tools to manage screen time for each child’s profile
    2. Displays time spent per subject in an easy to read graph as well as an activity feed
    3. Use our filtering option to find content for your child. Here you can search by age, brand, and subject area. Once you find something you think your kids will like you can add it to their playlist.
    4. To access the Parent Area:
      1. On the Home Screen > Press the Menu button at the top right corner of the screen
      2. Select the Parent Menu Button (people icon)
      3. Enter your PIN when prompted
      4. Select the Child Profile you wish to Manage from the menu
    5. If you have Kidomi on the HighQ learning device you can also whitelist applications you download from Google Play to the device and have them appear in Kidomi.
      1. In the Parent area Select the Filters Menu
      2. Select Add Apps from Device
      3. Select what system apps you want to add to Kidomi
      4. Save your changes
      5. The new applications will appear in your child’s playlist
    6. Ability to new child profiles
    7. Ability to change the language setting of the device. In the settings menu you have the option to change the UI language setting. Currently we support Spanish, French, German, Arabic, Japanese, and English. We are planning on bringing on more languages in a future update.
    8. General Account Settings can be changed here as well, such as your PIN, Account email address and Password.
    9. If you are using the App Store version of Kidomi you can restore your In App Purchase if needed as well.

    9. Why can’t I exit Kidomi on the HighQ learning tablet?

    1. Kidomi on the HighQ learning tablet is a kid safe experience and the child cannot exit the application without your permission. To exit the application enter the parent area and select the “Exit” button from the slideout menu. Please note you will need to enter your PIN prior to entering the Parent Area.

    10. Have other questions?

    Feel free to contact us using the CUSTOMER SUPPORT button.