Need a hand?
Most questions are answered below. If yours isn't, email support@starlightdolls.com and tell us your device and what happened. We usually reply within a few days.
Collections & purchases
What is free, and what costs money?
The starlit studio and its whole wardrobe are free. The Halloween Night, Christmas Eve and Summer Sunset collections are optional one-time purchases. Anyone can try their pieces on, but a look with them can only be kept in My Looks once the collection is unlocked.
You can buy one collection, or unlock every collection at once, including collections we add later. If you already own some, the price of “every collection” only counts the ones you're missing. There are no ads and no subscriptions.
How do I unlock a collection?
Open the Collections tab and tap Unlock. A grown-up check asks a multiplication question in words; tap the right answer to reach the shop. The purchase itself then goes through the App Store or Google Play as usual.
A wrong answer keeps the shop closed for 30 seconds, and the check is asked again after the game has been in the background.
I bought a collection but it's still locked
- Make sure the device is online and signed in to the same Apple ID or Google account that made the purchase.
- In the Collections tab, tap Restore purchases.
- If you used Ask to Buy or a purchase approval, the collection unlocks once the parent approves it.
- Still locked? Close the game fully and open it again, then email us with the date of the purchase.
New phone or tablet? Restore your collections
Collections belong to the Apple ID or Google account that bought them, so they're free to get again on any device signed in to that account. Install the game, open the Collections tab and tap Restore purchases.
Saved looks don't move between devices: they live on the device where they were made.
Can the whole family share a purchase?
On Apple devices, yes: collections support Family Sharing, so family members can unlock them by tapping Restore purchases. Google Play family sharing depends on Google's rules for in-app purchases, which usually stay with the account that bought them.
How can I stop my child from buying anything?
The grown-up check keeps little ones out of the shop, and the stores add their own controls:
- Apple: turn on Ask to Buy for a child in your family group, or restrict in-app purchases in Screen Time.
- Google Play: turn on purchase verification, or use purchase approvals through Google Family Link.
Refunds
Payments are handled by Apple or Google, so refunds are theirs to grant. We can't see or refund purchases ourselves, but we're happy to help if something went wrong.
Refunds for purchases on iPad (App Store)
Go to reportaproblem.apple.com, sign in with the Apple ID that made the purchase, choose I'd like to › Request a refund, and pick the Starlight Dolls purchase. Apple explains the steps in Request a refund for apps or content.
Refunds for purchases on Android (Google Play)
Open your Google Play order history, find the Starlight Dolls purchase and choose Request a refund. Google explains its rules in Google Play refund policies.
Once a purchase is refunded, its collection locks again the next time the game opens. Its pieces can still be tried on, as before it was bought.
Saved looks & pictures
Where are my snapshot pictures?
- iPad: in the Photos app once you allow the game to add pictures, and always in Files › On My iPad › Starlight Dolls. If you said no to Photos, you can change it in Settings › Starlight Dolls › Photos.
- Android: in your gallery or Google Photos, under Pictures › Starlight Dolls.
My saved looks disappeared
Saved looks are kept only on the device, never online. They are removed if the game is deleted, or if the app's data is cleared in Android's settings, and they can't be recovered afterwards. Snapshot pictures in Photos or your Pictures folder are not affected.
How do I delete everything?
Delete the app: that removes its outfits, settings and saved looks. Snapshot pictures are kept in Photos or Pictures until you delete them there. We hold no data about you, so there is nothing to delete on our side. See our privacy policy.
Playing
How do I play?
Choose Hair, Makeup, Wardrobe or Accessories, then a pictured category and an item. The tray below the cards changes the worn item's colors and patterns. Tap a worn accessory again to take it off.
Tap Snapshot to add the outfit to My Looks and save a picture. Tap a saved look to wear it again, its heart to keep it in Favorites, or its name to choose another. Inspire me picks a surprise outfit, and Start over returns to the starter outfit.
How do I zoom in or see the whole look?
Earrings, makeup, eye color and glasses zoom in on her face, and nails on one hand. Tap her to see the whole look, and tap again to zoom back in. On an upright screen, tapping her slides the wardrobe away for a closer look.
The music is too loud, or I can't hear anything
Tap the speaker button in the toolbar to mute or unmute the music and sounds. If there's still no sound, check the device volume and that it isn't in silent mode.
Which devices does it run on?
iPad with iPadOS 15 or later, and Android phones with Android 8.0 or later.
Still stuck?
Tell us your device, its system version and what happened.