Here's what to check and how to fix things, organized by symptom. Work through the steps from the top. If you're still stuck, see Before you contact us at the bottom and send us an email.
Most problems are solved by two things: fully closing and reopening the app, then restarting the device. To close the app, swipe up from the bottom of the screen and pause, then swipe the WakeDraw card up and away.
Because the kit is large, it may use a lot of mobile data on cellular or Low Data Mode, so the app asks first. If your plan has room, go ahead; otherwise tap Later and download on Wi‑Fi.
iOS may have cleared the kit when storage ran low, or part of the kit may be damaged. The app blocks wake-ups if the safety filter isn't working properly and asks you to download the kit again. Just follow the prompt. The kit may also be downloaded again after an app update.
The very first time, the device prepares the AI model for its own chip (the Neural Engine), which can add a minute or two. The progress screen tells you when this is happening. Please don't close the app while you wait. Once it's prepared, later wake-ups start right away.
After the kit is downloaded, spending a moment on the Home or drawing screen lets the app start preparing early, so by the time the drawing is done, it finishes faster.
If the on-device safety filter decides a result might be scary or inappropriate, the app quietly tries up to two more times, then shows a gentle message if the result is still caught. This can happen even when nothing is wrong with the drawing — for example, if the AI happens to produce dark colors or spiky shapes.
Try a different look (for example, Storybook → Plush).
Pick the matching subject under What did you draw?
If large areas are filled in black, try mixing in other colors.
Pick what you drew under What did you draw? Animals in particular keep their bodies and legs better when a subject is chosen.
Draw with thick, clear lines, and close off large areas with a line.
Draw eyes as small, filled-in dots.
Tap Wake Again to see another result. Up to 8 wake-ups of the same drawing count as one free drawing.
Sometimes the AI reads a drawing differently — for example, turning a side-view animal to face forward. Sending us examples like this helps us improve a lot.
If you didn't allow camera access the first time, turn on Settings > Apps > WakeDraw > Camera. You can also skip the camera and use Choose from Photos to bring in a photo you took earlier (no permission needed).
Videos are built frame by frame on the device, which can take from a few seconds to several tens of seconds. Please don't close the app while it's working. If it fails, check the Photos permission and storage, then try again.
Sharing opens only after the grown-up check. Type the answer to the multiplication question as a number. If it's locked after three wrong answers, a new question appears after 30 seconds.
Make sure you're signed in with the same Apple Account you used to buy. Your receipt email shows which account made the purchase.
If you use it through Family Sharing, check that the purchaser has Purchase Sharing turned on and that your account is also sharing.
Try again while connected to the internet, and restart the device.
If a Yearly plan was canceled and the period has ended, there's nothing to restore. Check its status in Settings > [your name] > Subscriptions.
If it still won't restore, see Apple's guide If you can't find or use your in-app purchases, and let us know too (just include the order ID from your receipt — never send card details).
Three wrong answers in a row lock it for 30 seconds, then a new question appears. Questions are shown in the app's language; if that language is hard to read, change the app language (Settings > Apps > WakeDraw > Language).
WakeDraw supports iOS Text Size (Settings > Accessibility > Display & Text Size), VoiceOver, and Reduce Motion. With Reduce Motion on, the sparkles and moving effects stop. If anything is cut off or isn't read aloud, please let us know.
Device model (for example, iPhone 17 or iPad Air) and iOS or iPadOS version (Settings > General > About)
WakeDraw version (you can find it in Settings > General > iPhone (iPad) Storage > WakeDraw)
What you did, what happened, and any message shown on screen
For purchase problems, the order ID from your Apple receipt (never send your card number or Apple Account password)
Please don't send your child's name, photos showing their face, or personal details like their school or address. If you send a result image, a screenshot showing just the drawing is enough. We use emails only to reply and delete them one year after we finish answering (Privacy Policy, section 6).