FAQ

Can I change the language of my LeapFrog product to Afrikaans?

Unfortunately there is no way to change the language of any of the LeapFrog product to Afrikaans. The only language option currently available is English.

My LeapPad is stuck on the connection needed screen, what do I do?
  1. Simultaneously hold down the right directional pad, home button, and the down volume

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  1. Turn the power on while holding these buttons. This will bring up the “Connection Needed” screen. Connect the LeapPad to the computer via the USB cable. This will automatically open LeapFrog Connect and the tune-up process will start.Connection
  1. Please allow for LeapFrog Connect to run through all the needed updates and remember to eject the console safely once completed.

 

Please note that Internet connection is needed to complete the above.

Where can I buy a replacement stylus for my LeapPad?

Presently you will only be able to get replacement styluses directly from Prima Interactive. Please send an email to leapfrog@primainteractive.co.za to advise further details.

Where can I buy a replacement USB for my LeapPad?

Presently you will only be able to get replacement USB cables directly from Prima Interactive. Please send an email to leapfrog@primainteractive.co.za to advise further details.

Opening the battery cover doors on my LeapsterGS Explorer.

I’m having difficulty opening the battery cover doors on my LeapsterGS Explorer.

The battery doors of the LeapsterGS Explorer are designed to be snug to prevent the batteries from popping out if the device is dropped.

LEAPFROG GS

 

To open the battery door cover, place one thumb on each of the textured arrows of the battery door, then firmly push down and away from the device to release the door.

LEAPFROG GS.1

How to Redeem LeapFrog App Centre Download Card

How to Redeem LeapFrog App Centre Download Card

 

To purchase and download apps you will need to make the purchase through the LeapFrog App Centre which can be found on LeapFrog Connect via the LeapFrog App Centre Download Card.

The LeapFrog App Centre Download Card has a value of 20 LeapFrog Dollars (LF$20) and allows a maximum of 4 downloads depending on the cost of each app. The LeapFrog App Centre Download Card can be purchased from any retailer that sells LeapFrog products.

The LeapFrog App Centre Download Card has a 16 digit code at the back which is redeemed for LeapFrog Dollars and used to purchase the applications on LeapFrog Connect. Once the code on the back has been redeemed your Parent Account will be credited with 20 LeapFrog Dollars from where you will be able to proceed to the check-out point.

 

How to redeem your LeapFrog App Centre Download Card.

1.Launch the LeapFrog Connect Application.

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2. Click the App Centre tab.

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3. Click “Redeem Code”

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4. Enter sign-in details

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5. Enter the 16- digit code on the back of your download card, under country select “South Africa” then click “Redeem”.

 

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6. The balance of 20LF$ will appear in the account balance.

 

How to purchase apps from the LeapFrog App Centre after acquiring and redeeming the LeapFrog App Centre Download Card.

 1. To purchase apps you will have to add the apps to your cart by clicking the “Add to Cart” button located below the price of the app.

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After adding your app to the cart the below screen known as the “Cart” will appear. This is the screen where you will be able to view and manage the items that you have added to your cart.

 

To continue shopping for apps, click the “Continue Shopping” button.  To proceed in completing your purchase, click the “Buy” Button.

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You will need to enter your LeapFrog Account Details to proceed with your transaction.

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The below screen is where you will be able to view the transaction one last time before you place your order.

 

The below screen will also ensure that you have enough LF$ in your account with the message on the left hand side.

 

Click the “Place Order” button to proceed with your transaction.

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The below screen will appear once your transaction has been completed.

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An email will be sent to you to confirm that the transaction has been completed.

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Cartridge Games – Red X

Cartridge Games – Red X

Please follow the troubleshooting steps below to try to fix the problem.

1) Remove batteries and clean battery contacts with a soft cloth or pencil eraser.

2) Install new batteries. Please replace all batteries at the same time with fresh batteries.
(Battery power levels that are not the same and make the product not work correctly.)
– For non-rechargeable batteries, we recommend alkaline batteries.
– Heavy duty will not last long.

3) Be sure batteries are installed correctly.

4) Clean the metal contacts on the cartridge and connection port on the device using pencil eraser or soft dry cloth.

5) Blow into cartridge to remove dust or debris

6) Blow into cartridge connection

7) Insert and eject cartridge at least 5 times and try it again.

 

If above steps did not work, try doing the repair while the cartridge is inserted.

1) Open the LeapFrog Connect application, turn on the LeapPad and connect it on your computer.
2) Wait for the device to establish a connection.
3) Click on the Go button on the name of the child on the LeapFrog Connect.
4) Click on the Settings tab, LeapPad  and then click Repair
5) When repair is complete, click on the eject button on the upper left of the LeapFrog Connect.

 

Note, when you initially connect the device, the Repair button may be greyed out. It may take a couple minutes for all updates to download and the LeapPad to fully connect before these buttons are clickable.

LeapFrog Consoles with Cracked or Damaged Screens

LeapFrog Consoles with Cracked or Damaged Screens

LeapFrog consoles with cracked screens or any other damage to the screen are not covered under the 12 month LeapFrog repair warranty.

For procedures on how to have cracked or damaged screens repaired please contact:

LeapFrog Support – South Africa (leapfrog@primainteractive.co.za)

011 549 2320/1/2

Blank Screen on LeapPad Ultra
 Blank Screen on LeapPad Ultra

The screen on the LeapPad Ultra goes blank after starting up.  How can I fix this?

 

Please do not switch off your computer or disconnect the console while the reset is in progress.

 

If you haven’t already done so, download the LeapFrog Connect application for LeapPad to your PC or Mac from www.leapfrog.com/connect

 

Launch the LeapFrog Connect application on your computer.

 

Power on the LeapPad Ultra, then connect it to your computer using the included USB cable.

 

On the home screen of LeapFrog Connect, you should the profile name from your LeapPad Ultra with a “Go” button beneath it. Click the “Go” button.

 

Now click the “Settings” tab on the top right corner of the LeapFrog Connect application.

 

When the “Settings” box opens, there should be three tabs: General, Advanced, and LeapPad Ultra.

 

On the LeapPad Ultra tab, you should see boxes labeled “Reset”, “Repair”, and “Check for Updates”. Click “Repair”.

 

When the repair completes, disconnect the LeapPad Ultra from the computer.

 

If the above steps do not resolve the issue a hard reset will be needed to address the issue. Follow the below steps.

 

Open LeapFrog Connect.Press “Control (CTRL) + Shift + R” simultaneously.The below window will appear. Close the window and connect the device to reset.

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The below window will appear, click “Reset” for the reset to commence. Allow for the reset process to complete.

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Once the reset is complete the below window will appear prompting you to eject your device and create a player profile.

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Please note that all player data and game progress will be lost as a result of the hard reset.

LeapPad1 or LeapPad2 Screen Not Responding to Stylus

LeapPad1 or LeapPad2 Screen Not Responding to Stylus

The touch screen on my LeapPad is not responding to the stylus pen. Or when I touch the screen in one spot, it is detected as being touched in a different spot. How can I fix this?

If the LeapPad screen is not responding correctly to the stylus pen, your screen may need to be calibrated.

To calibrate the screen:

  • Power on your LeapPad.
  • Simultaneously hold down the Home button and volume up button.
  • This will bring you to the Parent Settings menu.
  • On the Parent Settings menu, select the “Screen Calibration” option by either touching it, or arrowing up to it if the screen is totally unresponsive. If you arrow up to “Screen Calibration” click the right D-Pad button to advance to the next screen. 
  • Five (5) “+” signs will appear on this page one at a time. Click the centre of each “+” sign to complete the calibration. Do the calibration at least 3 times.
For any additional help please contact:XMS0861 987 363
My touch screen on my Leapster Explorer is not responding, what do I do?

Firstly you can try re-calibrate the screen.

This can be done by following the below steps:

  1. Turn the Leapster Explorer on
  2. Hold down the Left Arrow Key and at the same time press the Question mark ‘?’ button
  3. A Parent Settings Menu will appear
  4. Use the L or R button at the top of the console to scroll across to Screen Calibration
  5. Once Screen Calibration is highlighted click the A button to enter
  6. The Leapster Explorer will explain how to re- calibrate the screen (this is done by clicking on the ‘X’ as it appear on the screen by using the Stylus or a finger)

Note:

This can be repeated a number of times

My toy has no power after I replaced the batteries. Why?

My toy has no power after I replaced the batteries. Why?

There are a number of possible reasons your toy may have stopped working.

Trying new, non-rechargeable batteries could be the quickest fix.

Troubleshooting Step:

Frequently, cleaning the battery compartment with a dry cotton swab or cloth can help. Rub the gold contacts inside the battery compartment to release any dust or film. You can also use an eraser to ‘erase’ and clean the contacts.

Once you have cleaned the contacts, please make sure to install new non-rechargeable batteries before turning your unit on.

Note: Please make sure you are trying new batteries. Utilizing batteries with different power levels can cause the product not work correctly.

Note: Make sure that the batteries are installed correctly. All of our products have a picture inside the battery compartment showing which way the batteries need to be installed. In the case of the Tag Reading System, both batteries face the same way.

What happened to LeapWorld?

What happened to LeapWorld?

Why am I no longer seeing an option to access LeapWorld in the LeapFrog Connect application?

LeapWorld’s main usage for consumers was to download micromods and Pet Pad pet supplies for the Leapster Explorer and LeapPad devices. Based on customer feedback, we’ve simplified this process and integrated this feature into the LeapFrog Connect application.

Leapster Explorer and LeapPad owners can now download pet supplies and micromods via the “Rewards – Pet Supplies and Micromods” tab in LeapFrog Connect.

Additionally, Leapster Explorer, Leapster2, and Tag Reader users can find a new selection of online games available within the LeapFrog Connect application.

Where is the app I just purchased?

Where is the app I just purchased?

1. Launch the LeapFrog Connect application, power on your handheld, and connect to the computer with the USB cable.
2. From the LeapFrog Connect home page, choose a player name on the Leapster Explorer, LeapsterGS, LeapPad,or LeapPad2 that has the missing app.
3. Click the On This LeapPad /Leapster Explorer tab in LeapFrog Connect.
4. Make sure that the box next to the missing app 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 or On This Leapster Explorer 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.

What are the System Requirements for the LeapFrog Connect Application?

What are the System Requirements for the LeapFrog Connect Application?

The application is compatible with PC’s and Mac’s meeting the following requirements:

PC Requirements:

  • Windows XP ,Vista, and Windows 7 operating system
  • Pentium III 500 MHz processor
  • Monitor resolution of 1024 X 768 or above
  • Available USB port
  • 512MB of RAM (1 GB recommended)
  • 300MB of free space on C: drive
  • Internet connection: High-Speed Internet Connection required
  • May need to disable firewall or anti-virus software if LeapFrog Connect cannot access the internet
  • Microsoft Internet Explorer version 7 or higher
  • CD Reader
  • Latest version of Adobe Flash Player

 

Mac Requirements:

  • Intel based Apple computer
  • Mac OS X 10.5.8 +
  • 512 MB (1 GB recommended)
  • 300 MB free disk space on C: drive
  • Monitor resolution of 1024 X 768 or higher
  • Available USB port
  • Internet Connection: High-Speed Internet Connection required
  • CD Reader
  • Latest Version of Adobe Flash Player
LeapPad or Leapster Explorer not recognised by my computer

LeapFrog Connect may be blocked by your firewall software. We have released an update for your device to help resolve this issue. In order to allow LeapFrog Connect to communicate with your device and install the update please follow these directions:

1) Unplug your Leapad from the computer and turn it off.
2) Simultaneously hold down the right directional pad, home button, and the down volume button.

3) Turn the power on while holding these buttons.

This will bring up the tune up screen. Allow to tune up, once complete you may eject safely.

To update your Leapster Explorer:

1) Unplug your Leapster Explorer from the computer and turn it off

2) Simultaneously hold down the right and left shoulder buttons, and the hint (?) button.

3) Turn the power on while holding these buttons. This will bring up the “connection needed” screen

4) Once you see this screen connect the USB cord to your computer.

How do I delete a player profile on the LeapPad?

To delete a profile, simultaneously press the Home Button with the Higher Volume button to enter the Parent Settings Menu.

Select the Manage Profiles option.
Press the icon with the Garbage Can located under the profile you want to delete.
Then press the green button with the checkmark to delete the profile.

Please Note: deleting the profile will erase all saved data

Can I download an app to more than one LeapPad/LeapPad2/Leapster Explorer/LeapsterGS handheld?

Yes, learning apps purchased in the App Center can be saved to three (3) LeapFrog compatible devices  (LeapPad, LeapPad2, LeapsterGS, or Leapster Explorer) at a time as long as all three devices share a common parent account email address.

To download an app to a second or third device:

1. Launch the LeapFrog Connect application, power on your handheld, and connect to the computer with the USB cable.
2. From the LeapFrog Connect home page, choose a player name on the Leapster Explorer, LeapsterGS, LeapPad, or LeapPad2 that you want to save the learning app to.
3. Click the On This LeapPad /On This Leapster Explorer tab in LeapFrog Connect.
4. Check the box next to the learning app that you want to save to your device.
5. Click “Save Changes” to sync.  You’ll know when syncing is complete when you see “Sync complete”.

Please note: If you don’t see the app you want to save, check that the LeapFrog parent account matches the account that purchased the app.

If it doesn’t, you’ll need to change the parent account associated with the device.

Click Parent Account at the top of your screen, then log in with the email address and password that purchased the learning app. Indicate who plays with each player name on the handheld.

Then repeat steps 1-5 above.

What games are compatible with LeapPad Tablet?

The LeapPad1 and LeapPad2 work with the entire Leapster Explorer library of game cartridges and digital apps, with the exception of the Photo Mania app.  Game cartridges labeled Leapster Explorer, LeapFrog Explorer, Explorer or LeapPad Explorer will work with the LeapPad.

Some digital apps are only designed for LeapPad1 and LeapPad2 and cannot be used with Leapster Explorer – these  apps are designed to take advantage of the LeapPad’s larger screen, motion sensor and microphone and so are not able to be played on Leapster Explorer.

Each app will have a “Works with” section that indicates what device it will work on.

How do I register my LeapPad1, LeapPad2, Leapster Explorer or LeapsterGS to a LeapFrog parent account?

To buy digital learning apps for your toy, you first need to register it to a LeapFrog parent account.

 

If you haven’t installed LeapFrog Connect, follow these steps:

1) Click here to download and install LeapFrog Connect

2) After LeapFrog Connect has installed, follow the directions to connect your toy to your computer using the included USB cable.

3) Create a LeapFrog Parent Account (or sign in to your existing account).

4) Complete the forms to tell us who plays with each toy.

5) Use your LeapFrog.com parent account and password to purchase digital learning apps on LeapFrog.com or in LeapFrog Connect

If you have already installed LeapFrog Connect, follow these steps:

 

1) Click here to launch LeapFrog Connect.

2) Click the “Parent Account” button in the top-right corner of the application.

3) Create a LeapFrog Parent Account (or sign in to your existing account).

4) Complete the forms to tell us who plays with each toy. (Note: If you don’t see your toy listed on this screen, follow the instructions under “Not seeing a new toy?”)

5) Use your LeapFrog.com parent account and password to purchase digital learning apps on LeapFrog.com or in LeapFrog Connect

How do I download apps for my Leapster Explorer or LeapPad Explorer?

In order to purchase apps for your Leapster Explorer or LeapPad Explorer a LeapFrog App Centre Download Card is needed. The LeapFrog App Centre Download Card has a value of 20 LeapFrog Dollars (LF$20) and allows a maximum of 4 downloads depending on the cost of each app. The LeapFrog App Centre Download Card can be purchased from any retailer that sells LeapFrog products.

The LeapFrog App Centre Download Card has a 16 digit code at the back which is redeemed for LeapFrog Dollars and used to purchase the applications on LeapFrog Connect. Once the code on the back has been redeemed your Parent Account will be credited with 20 LeapFrog Dollars from where you will be able to proceed to the check-out point.

The LeapFrog App Centre Download Card is needed since South Africa does not have the necessary credit facilities available to purchase apps from LeapFrog Connect by making use of a South African credit card.