FAQ

If you have a question not covered in the FAQ below, please contact customer support.

Q: Why are the books locked?

A: To read books you need to purchase a subscription. SimuLia contains books from African authors and illustrators, many of whom receive royalties from their publishers when users subscribe to SimuLia.

Q: How do I purchase a subscription?

A: To purchase a subscription you will need a Kenyan M-PESA account. Unfortunately we are unable to accept other forms of payment at this time. To subscribe, simply click the Subscribe button on the main menu within the app, enter your phone number (and promo code, if you have one), then click Submit. You should see payment instructions and amount on the confirmation screen. Next, exit the app and open your M-PESA menu. Place your order as per the instructions, then wait a few minutes for the purchase to take effect. Open the app once again, and you should see that a subscription expiry date has appeared on the main menu, along with a Books Downloading notice (we recommend connecting to WiFi for the download). IMPORTANT: you must make your M-PESA payment from the same phone number as the one you entered on the Subscribe page. If you accidentally made the payment from a different number, contact customer support.

Q: I bought a subscription but can’t open any books!

A: If the main menu is showing a subscription expiry date, then your subscription is active. You should have seen a Downloading Books notice appear on the main menu shortly after making your payment via M-PESA. If this did not appear, please ensure you are connected to the internet and that your device has ample free storage (delete old photos and apps if required). If the main menu still says “Subscribe now to unlock books”, then your subscription has not been activated. Ensure that you are connected to the internet and click on Subscribe, enter the phone number you used to make the M-PESA payment, and input any promo code you used. The payment instruction should state the amount to be paid, any credit on your account, and the subscription expiry date (only shown if your subscription is active). If you have a positive account credit, it means you did not make the minimum necessary payment to activate your subscription. Just pay the remainder, as stated in the instructions. If you do not have a positive account credit and your subscription expiry date is not visible, then your payment has most likely not gone through. Have your M-PESA payment reference code ready and contact customer support.

Q: Can I use the same account on multiple devices?

A: No. For now, SimuLia accounts only work on one device at a time. If you wish to change the device you are using the app one, please contact customer support and they will help you.

Q: Are SimuLia books approved by the government?

A: Many of the books on the SimuLia app have been approved by the Kenya Institute for Curriculum Development (KICD). You can tell which ones are KICD-approved by scrolling down to the Credits at the end of the book.

Q: How often is the content updated?

A: We are still working to figure out the optimum content release schedule and will most likely be testing a variety of approaches throughout 2016. We aim to provide enough content such that avid readers will be satisfied with our library. If you feel like you have run out of books and are craving more, then please let us know! Either contact customer support or head over to our Facebook page and tell us what you’d like to see more of.

Q: Are you planning to release any other types of content (audiobooks, games, non-fiction, long-form books, etc.)?

A: For now, our focus is on storybooks suitable for primary school aged students, but we would love to hear from you if you have suggestions on how we can improve on our offering. Either contact customer support or head over to our Facebook page and tell us what you’d like to see more of.

Q: When will you be on other platforms (iOS, Windows, web)?

A: Given that the vast majority of our users connect to the internet through Android smartphones, we currently have no plans to expand to other platforms. This may be reviewed if demand is sufficiently high to warrant adapting the app to other systems.

 

 

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