Contact Caribu Customer Service

Why should I report an Issue with Caribu by Mattel?

1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
2. Pulling issues faced by users like you is a good way to draw attention of Caribu Inc. to your problem using the strength of crowds.
3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.

1. Major: -Calls are tricky to connect sometimes and the app freezes a lot -books absolutely need filters (language, religious, age, brands) (EDITED, categories exist on the home screen) Minor: -Love the touch indicator, but it does not work on the last page of a book -display is not optimized for screen: on our tablet the call page never fully shows -in full screen video call, own video won't display.

2. But it's so spotty, I probably won't renew my subscription unless it's on sale again or they fix all the bugs.We love the idea of this app and we tried to make it work multiple times, but it was such a frustrating experience! Our calls kept getting dropped, we weren't able to see the library or activities (just the loading Thomas train), and the search function is super buggy.

3. Also the desktop client is useless and won't work with calling and staying connected, have to use my cell phone.The big problem here is a lot of the content fails to render in a useful way, even the featured books like Thomas and the Dinosaur render each page separately, so text is a on one page, and an important illustration on the next.

4. However, recently, it drops calls multiple times in a single 30-minute window -- we're talking every 5 min or so it drops the call, until we give up and switch to zoom.

5. I haven't seen my grands in a year due to COVID so I thought this would be a great way to connect with my 3 year old grandson.

6. Usually we end up with a disappointed and crying child and frustration at an app that crashes, or won't let you answer the call, or doesn't ring at the other end.

7. We have to call back multiple times during the hour due to freezing or the content not loading.

8. Very disappointing.This app is great when it works, but it's been super inconsistent.

9. Tried to set up a story time with the grandparents this evening, and the "read together" button wasn't appearing.

10. We've contacted support, they can sometimes help, others not.Great when it works.

11. The good news is my long distance 3 year old granddaughter loves the app.

1. Fix Caribu Not Working/Crashes/Errors/Unresponsive & Black/White screen:

1. Restart Caribu: Restarting the app will resolve most errors.
2. Update the Caribu App. Here is how:
   1. On Android goto PlayStore » Search for "Caribu" » Open Caribu by Mattel » click "Update".
   2. On iPhone, goto AppStore » Your profile » Available Updates » Check for Caribu » click "UPDATE".
3. Clear Caribu by Mattel app cache: Clearing cached data will force your app to retrieve the latest data directly from Caribu servers.
   1. On Android, goto Settings » Apps » Select "Caribu by Mattel" » click Storage » click "Clear Cache".
4. Check Caribu app permissions. If any of these permissions required to use your device's features are disenabled, Caribu might not work.
5. Uninstall and reinstall Caribu. If nothing else has worked, completely uninstall Caribu then reinstall.
6. Restart your device. Last, restarting your device can often clear most problems causing Caribu not working

2. Fix Caribu Server issues & Internet Connection

1. Check network connection: An unstable Internet will make Caribu be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
2. Disable VPN: VPN can cause connection errors and lead to Caribu not working. Make sure all VPNs are off
3. Enable background data: When Background data is turned off, Caribu may not be able to connect to the Internet when running in the background.