App Troubleshooting

Have a question about finding recently purchased Apps for your device?  Click on the device you own below to learn more.

Select the device you own.






Where did you purchase the app(s) that you are experiencing difficulty with?

Are you looking for apps you just purchased, or previously installed apps that are missing from your LeapPad3?

Are you looking for apps you just purchased, or previously installed apps that are missing from your LeapPad Ultra?

Are you looking for apps you just purchased, or previously installed apps that are missing from your LeapPad Platinum?

App Troubleshooting

For assistance in troubleshooting apps on your LeapFrog Epic, please click here.

Solution

Pre-installed apps should never be missing from the LeapPad Ultra.

If pre-installed apps are missing or have disappeard from your LeapPad Ultra, please contact customer support via email at support@leapfrog.com for assistance. If you know the name(s) of the apps that are missing, please mention them in your email.

Solution

Pre-installed apps should never be missing from the LeapPad3.

If pre-installed apps are missing or have disappeard from your LeapPad3, please contact customer support via email at support@leapfrog.com for assistance. If you know the name(s) of the apps that are missing, please mention them in your email.

Solution

Pre-installed apps should never be missing from the LeapPad Platinum.

If pre-installed apps are missing or have disappeard from your LeapPad Platinum, please contact customer support via email at support@leapfrog.com for assistance. If you know the name(s) of the apps that are missing, please mention them in your email.

Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution
  1. Power on the LeapPad Platinum.
  2. At the bottom of the LeapPad Platinum "Sign In" screen, tap the icon of parents and child
  3. You will be prompted to enter your 4 digit Parent Lock code to access Parent Mode. Enter your code.
  4. This will bring you to the Parent Settings menu.
  5. Tap on "Manage Apps"
  6. The memory bar at the top of the screen will show how much memory is used and how much is free. Make sure there is sufficient memory available to download and install your new apps. If you need to free up memory, expand the arrow next to "installed" then tap the trash can next to one or two of the larger apps. Each app has the memory it uses displayed next it, video apps use the most memory.
  7. After verifying the LeapPad Platinum has sufficient memory space available, expand the "Not Installed" menu. You should see here any apps which are purchased but not presently installed on the LeapPad Platinum. Tap "Download" next to any app you wish to download.
Solution

Note: Wifi should be used for downloading apps whenever possible. If Wi-Fi is not available, the LeapFrog Connect application can be used as a back up.

  1. Launch the LeapFrog Connect application, power on your LeapPad Platinum, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad Platinum tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution
  1. Power on the LeapPad.
  2. At the bottom of the LeapPad "Sign In" screen, tap the icon of parents and child
  3. You will be prompted to enter your 4 digit Parent Lock code to access Parent Mode. Enter your code.
  4. This will bring you to the Parent Settings menu.
  5. Tap on "Manage Apps"
  6. The memory bar at the top of the screen will show how much memory is used and how much is free. Make sure there is sufficient memory available to download and install your new apps. If you need to free up memory, expand the arrow next to "installed" then tap the trash can next to one or two of the larger apps. Each app has the memory it uses displayed next it, video apps use the most memory.
  7. After verifying the LeapPad has sufficient memory space available, expand the "Not Installed" menu. You should see here any apps which are purchased but not presently installed on the LeapPad. Tap "Download" next to any app you wish to download.
Solution

Note: Wifi should be used for downloading apps whenever possible. If Wi-Fi is not available, the LeapFrog Connect application can be used as a back up.

  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Solution

Pre-installed apps should never be missing from the LeapPad Epic.

If pre-installed apps are missing or have disappeard from your LeapPad Epic, please contact customer support via email at support@leapfrog.com for assistance. If you know the name(s) of the apps that are missing, please mention them in your email.

Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution Epic Solution 1
Previously installed apps have disappeared from the device
Solution Epic Solution 2
Previously installed apps have disappeared from the device
Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution Epic Solution 1
Apps that were just purchased
Solution Epic Solution 2
Apps that were just purchased
Are the apps you cannot find on your LeapPad limited to Music apps or Expansion Pack apps?

Have you connected your LeapPad to your computer and synced it with the LeapFrog Connect application?

Are the apps you cannot find on your LeapPad limited to Music apps or Expansion Pack apps?

Solution

Music apps and Expansion Pack apps will not appear as app icons on the LeapPad screen. Music apps are visible after touching the Music Player icon on your LeapPad. Expansion Pack apps add extra content or menu options to the game in which they are associated.

Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution
  1. Power on the LeapPad.
  2. At the bottom of the LeapPad3 "Sign In" screen, click the blue icon of a parent and child
  3. You will be prompted to enter your 4 digit Parent Lock code to access Parent Mode. Enter your code.
  4. This will bring you to the Parent Settings menu.
  5. Tap on "Manage Apps"
  6. The memory bar at the top of the screen will show how much memory is used and how much is free. Make sure there is sufficient memory available to download and install your new apps. If you need to free up memory, expand the arrow next to "installed" then tap the trash can next to one or two of the larger apps. Each app has the memory it uses displayed next it, video apps use the most memory.
  7. After verifying the LeapPad has sufficient memory space available, expand the "Purchased" menu. You should see here any apps which are purchased but not presently installed on the LeapPad. Tap "Download" next to any app you wish to download.
Solution

Note: Wifi should be used for downloading apps whenever possible. If Wi-Fi is not available, the LeapFrog Connect application can be used as a back up.

  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution
  1. Verify the Wi-Fi connection on the LeapPad is working by tapping the App Center icon and launching it successfully.
  2. In the top right corner of the screen, tap on the menu icon.
  3. From the drop down menu, select "My Account".
  4. You'll be prompted to sign in to your parent account; proceed with signing in.
  5. Under "App Download History" you should see a list of all your purchased apps. Click "Download" next to any app which did not download on your initial setup.

Note: App licenses are limited to five devices at a time. If an app is already on five devices, you cannot download it to the LeapPad Ultra until it is removed from another device.

Solution

Note: Wifi should be used for downloading apps whenever possible. If Wi-Fi is not available, the LeapFrog Connect application can be used as a back up.

  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.

Are you using Wi-Fi or the LeapFrog Connect application to download your apps?

Solution
  1. Verify the Wi-Fi connection on the LeapPad is working by tapping the App Center icon and launching it successfully.
  2. In the top right corner of the screen, tap on the menu icon.
  3. From the drop down menu, select "My Account".
  4. You'll be prompted to sign in to your parent account; proceed with signing in.
  5. Under "App Download History" you should see a list of all your purchased apps. Click "Download" next to any app which did not download on your initial setup.

Note, app licenses are limited to five devices at a time. If an app is already on five devices, you cannot download it to the LeapPad Ultra until it is removed from another device.

Solution
  1. Launch the LeapFrog Connect application
  2. Power on and connect the LeapPad
  3. Sign in to your LeapFrog parent account
  4. Go to the "On This LeapPad" tab in LeapFrog Connect
  5. You should see all your available apps here
  6. Check the box next to each app, then click "Save Changes" to sync
Have you ever synced the LeapPad to the LeapFrog Connect application using this computer?

Solution
  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Solution
  1. Power on the LeapPad.
  2. At the bottom of the LeapPad3 "Sign In" screen, click the blue icon of a parent and child
  3. You will be prompted to enter your 4 digit Parent Lock code to access Parent Mode. Enter your code.
  4. This will bring you to the Parent Settings menu.
  5. Tap on "Manage Apps"
  6. The memory bar at the top of the screen will show how much memory is used and how much is free. Make sure there is sufficient memory available to download and install your new apps. If you need to free up memory, expand the arrow next to "installed" then tap the trash can next to one or two of the larger apps. Each app has the memory it uses displayed next it, video apps use the most memory.
  7. After verifying the LeapPad has sufficient memory space available, expand the "Purchased" menu. You should see here any apps which are purchased but not presently installed on the LeapPad. Tap "Download" next to any app you wish to download.
Solution

Note: Wifi should be used for downloading apps whenever possible. If Wi-Fi is not available, the LeapFrog Connect application can be used as a back up.

  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Do you have the LeapFrog Connect application installed on your computer?

Solution
  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Solution

Download & install the LeapFrog Connect application for LeapPad from www.leapfrog.com/connect.
Launch the LeapFrog Connect application on the computer, connect the LeapPad, sign in using the parent account used to purchase the apps, then go to the "On This LeapPad" tab in the LeapFrog Connect application to sync.

Solution

Music apps and Expansion Pack apps will not appear as app icons on the LeapPad screen. Music apps are visible after touching the Music Player icon on your LeapPad. Expansion Pack apps add extra content or menu options to the game in which they are associated.

Solution
  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Are the apps you cannot find on your LeapPad limited to Music apps or Expansion Pack apps?

Solution

Music apps and Expansion Pack apps will not appear as app icons on the LeapPad screen. Music apps are visible after touching the Music Player icon on your LeapPad. Expansion Pack apps add extra content or menu options to the game in which they are associated.

Solution
  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Do you have the LeapFrog Connect application installed on your computer?

Solution
  1. Launch the LeapFrog Connect application, power on your LeapPad, and connect to the computer with the USB cable.
  2. From the LeapFrog Connect home page, select your device that has the missing app(s).
  3. Click the On This LeapPad tab in LeapFrog Connect.
  4. Make sure that the box next to the missing app(s) is checked.
  5. Click "Save Changes" to sync. You’ll know when syncing is complete when you see “Sync complete".
  6. If you don’t see your missing app on this tab, click the “Check for new downloads” icon on the bottom left of the page, then wait for the missing apps to download.

If the above steps don’t resolve the issue:

  1. Click “Parent Account” on the upper right corner of the LeapFrog Connect application.
  2. Sign in to your account with the email address that you used when purchasing your apps.
  3. You'll now be on the "Who plays with these toys" page. If the player names are in blue/green, click "who plays with this", choose the name of the child and click save. Repeat the same steps until all player names are orange with a check mark.
  4. Click finish at the bottom of the page when you are done.
  5. Click "Go" on one of the player names.
  6. Click the On This LeapPad tab.
  7. Check the box next to each app you want to install on the device.
  8. Click the Save Changes button to save the apps and then the apps will start to sync. You’ll know when syncing is complete when you see “Sync complete”.
  9. Click on the eject button located on the top left corner of LeapFrog Connect and disconnect your device.
Solution

Download & install the LeapFrog Connect application for LeapPad from www.leapfrog.com/connect.
Launch the LeapFrog Connect application on the computer, connect the LeapPad, sign in using the parent account used to purchase the apps, then go to the "On This LeapPad" tab in the LeapFrog Connect application to sync.



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