Pou Help

Can't find Account and Friends icons!

Tap on the top-right Pou icon » Settings » Year of Birth and select your correct year.

You should be 13 or older to access social features.

Or ask your parent or guardian to create an account for you then revert back your Year of Birth.

App is a bit slow or laggy!

Tap on the top-right Pou icon » Settings » Fast Graphics » On.

Note: App might crash if you have an older device.

App crashes sometimes!

If you have an old device, try to disable Fast Graphics in Settings and see if it stops:
Top-right Pou icon » Settings » Fast Graphics » Off.
Note: Some mini-games might become more laggy.

If the app still crashes, please Contact Us below.

Forgot Email!

No Password!

Tap on the button "Send me a new password".

Make sure you check your email's JUNK or SPAM folder.

Still can't find password? Contact us below.

Correct email, but wrong Pou!

Did you type your email incorrectly the first time?

Contact us below and tell us your nickname.

How to Play with my previous Pou?

Your previous Pou must have been linked to an account. If it was not linked to an account, then you cannot recover it.

Tap on the top-right Pou icon » Account:
Note: If you can't see the Account icon, tap on the Settings » Year of Birth and select your correct year (you must be 13+).

If you get asked to enter your email, then enter the email you used for your previous Pou, then enter the password.
Or, if you don't get asked to enter your email, this means that you're already logged in with another Pou:
- Tap on Log Out » Yes
- After logging out you will be asked to enter the email of your previous Pou.

If you think that you misspelled your email the first time, or if you don't remember the email, then Contact Us below.

How to transfer my Pou to new device?

First go to old device: Tap on the top-right Pou icon » Account » Log Out
Note: If you don't have an account, you will still need to create one.

Then go to new device: Log in with same email.

Note: If you can't see the Account icon, tap on the Settings » Year of Birth and select your correct year (you must be 13+).

How to rename my Pou?

Top-right Pou icon » Account » Nickname » Change

How to change my Password?

Top-right Pou icon » Account » Password » Change

Bought coins or items. Did not get them!

Your credit card might be a bit slow. If after 5 minutes you still didn't receive the item, try the following:

If you are on Android: try to purchase the item again. This time Google will tell you that you already own the item. You will receive it immediately.
Still didn't get it? Tap on Contact Us below and tell us the order number(s) that you received in the payment confirmation email.

I want to refund a purchase!

For Google Play: Read here

For App Store: Read here

How to change language?

Tap on the top-right Pou icon » Settings » Language (2nd button)

How to enable or disable notifications?

To enable:
- Tap on the top-right icon » Settings then enable Notifications. If they still don't work:
- Android: Go to Android Settings » Apps » Pou » Permissions then enable Notifications
- iPhone & iPad: Go to iOS Settings » Pou then enable Notifications
- Note: Notifications don't work at night between 10 PM and 7 AM.

To disable: Tap on the top-right icon » Settings then disable Notifications

How to unlock a Special item?

Through level up, achievement or coins.

My highscore is not in the list!

When is the next iOS update?

Usually 2 to 3 weeks after the last one. (Apple needs time to verify each update)

I can't see colors well (I'm color blind)

Tap on the top-right Pou icon » Settings » Game Colors and select the best ones for you.

Microphone doesn't work (Pou doesn't talk back)

Make sure that the Micro is not "Off".

Also if you have iPhone or iPad, please go to iOS Settings » Pou then enable Microphone

Or if you have an Android phone or tablet, please go to Settings » Apps » Pou » Permissions then Enable Microphone

If you still have a problem, Contact Us (Bug) and tell us what phone or tablet you have.

How to delete my account and Pou?

In the app, tap on the top-right Pou icon » Account » Delete Pou & Account. This will permanently delete your email, nickname, password and Pou from our server.

If you don't have access to the app, you can also fill this form.