Frequently asked questions

Why aren't the CBeebies mobile clips available to view on some Android devices?

CBeebies video clips are played out on Android devices via a media player that requires Flash.

Unfortunately, Adobe recently removed Flash Player from the Google Play Store meaning that we need to move to another way of playing back our clips on Android devices.

Our technical teams are working hard developing a new media player that does not require Flash and will enable CBeebies mobile clips to be played on Android devices.

We can't confirm exactly when this new media player will be available but we will let you know as soon as we can.

I get an error message that says ‘Media selection request failed’

For rights reasons some activities on the CBeebies mobile website can only be played in the UK. If you try to watch CBeebies video clips from abroad, you will see an error message which says ‘Media selection request failed’.

If you're in the UK but see a message claiming that you're outside the UK, it's because your data connection is being routed via overseas servers. Try closing your browser and reopening it, and (if applicable) restart your wi-fi router – it may be a simple network connection error. If you're using a public wi-fi network (eg. on a train) this may route your connection overseas. Please try again later using a different network. If you're using the Opera Mini browser, try switching to your phone's default browser. If none of these suggestions help or if you are connected via 3G, please contact your ISP (internet service provider) or network operator.

For rights and licensing reasons, our BBC technology system only recognises IP addresses provided by UK-based internet service providers (ISPs). If a CBeebies activity doesn't recognise your IP address at all, then you won't be able to play, stream or download the activity. You may find this problem occurs elsewhere, beyond CBeebies.

Why is there a CBeebies mobile site?

The way technology works on a mobile phone or tablet is often very different to a desktop computer or laptop. This means that most of the games you can play on a laptop computer aren’t viewable on a large number of mobile devices. The mobile view allows you and your child to have fun and access CBeebies games made specifically for mobile easily, whilst you are at home or on the go.

How do I access the new CBeebies mobile view?

You don’t need to do anything differently! When you type the usual CBeebies website address: www.bbc.co.uk/cbeebies into your mobile internet browser and our intelligent (behind the scenes) technology will detect that you are using a mobile device and direct you straight to the mobile view.

Do I need a WiFi connection to access the mobile site?

As with all content accessed via a mobile device, you will get the best performance from your mobile browser with a stable WiFi connection. However you should also be able to enjoy CBeebies mobile games via a 3G connection.

Why are some games and activities not available on the CBeebies mobile site?

These are our first steps at becoming mobile and we wanted to share this with you. We would love to provide you with all of your favourites via the mobile view right away but this does require a lot of clever, technical, behind the scenes work to ensure this works properly. So watch this space as we hope to have more mobile content for you and your little ones to enjoy soon.

How do I access the desktop site from my mobile device?

The CBeebies mobile view is built to give the best possible performance via a mobile phone or tablet. However should you like to access the desktop site at any time, you can go to the footer at the bottom of the page and click the link ‘desktop site’.

How do I get back to the mobile site once I have gone to desktop site via my mobile device?

You can easily access the CBeebies mobile view by scrolling down to the footer at the bottom of the desktop site and click ‘mobile site’.

Why can’t I play the new CBeebies mobile games on my mobile device?

As hard as we might try not all of the mobile devices on the market will support this new technology but we have made every effort to cater for the some of the most recent touch screen mobile devices available.

Will accessing these games use up my mobile data allowance?

When you access any streaming data via an internet browser on your mobile phone (e.g. videos, music or games) this will be distributed through your contracted data allowance with your provider. At CBeebies we try hard to keep file sizes to a minimum but still give you the best possible experience, so that you and your little one can have fun and play CBeebies games on the go.

The games have loaded but I can’t play them?

The CBeebies mobile games are all designed and built to be viewed in landscape view to optimise the screen space and usage for our young audience. If you are having difficulties getting the game to start but it has loaded, check to see if your phone is locked in portrait rotation. If it is, simply unlock it, rotate your phone or tablet to landscape and press play.

I can't access the CBeebies website at all on my iPad

If you get an error message when accessing the CBeebies site on an iPad saying ‘the mobile site doesn't work on this device, please go to the website’, then please try and clear the cache from the device (in settings) and revisit bbc.co.uk/cbeebies

Why has CBeebies stopped in India?

The tough decision to close the international CBeebies channel in India was taken by BBC Worldwide who operate the channel there. They’ve explained their reasons here: BBC Entertainment India

Why am I seeing a pop-up asking me to accept cookies?

When you go on the CBeebies site you might start seeing a pop-up asking you to accept cookies. CBeebies cookies are completely harmless – we use them among other technology to make the site better by remembering what you’ve done already. For example, the Alphablocks game takes your child to a new word every time and shows them the stickers they’ve already earned, instead of them always having to go back to the beginning. You’ll need to tick continue on the pop-up to get the best experience of the site.

CBeebies (along with nearly every other site) have been using cookies to enhance our site for years but because of new guidelines, sites now have to add the pop-up. You can find out more about cookies here: http://www.bbc.co.uk/webwise/guides/about-cookies.

Why have some of the Presenter songs been removed from the CBeebies website?

We are keeping the songs on the website seasonal. Enjoy the much loved Spring song and watch this space for a song for Summer coming soon.

Why are some games and activities not available on the CBeebies website?

Sometimes games are removed from the website because the programmes are no longer licensed by us and we have to remove any relevant content.
Legal or 'rights' issues can also be the reason that we are unable to provide theme tunes or other video clips for some brands. We regret that it is not possible to send any of this content to you.

Why isn't my favourite programme on anymore?

The CBeebies schedule is updated every now and then so that everybody gets a chance to see their favourite programmes and to keep the schedule varied and fresh. We try to offer a balanced schedule that everyone enjoys, as we know viewers have their favourite programmes and regular viewing. We're sorry if this disrupts your routine - we always try to ensure that programmes and slots are clearly signposted via trails and our presenters.

We rotate some older series, such as Balamory, because we have to balance bringing different titles into the schedule at different times of the year within a fixed amount of airtime. As a result, some shows will not be on TV for a while because they have made way for other programmes in the schedule. Everyone has their favourite shows and children at different stages of development prefer different shows, so we try to balance our offering by providing a schedule that suits the majority audience and by rotating shows carefully. Occasionally, programmes are removed from the CBeebies schedule because licences have not been renewed.

We regret that we cannot answer individual queries about when a show is going to return to CBeebies.

How do I apply for work experience?

All work experience at the BBC has to be arranged centrally. You can get more information on work experience placements by visiting BBC Work Experience.

How do I contact a CBeebies magazine?

The magazines may feature a contact email address within the publication details.

Can my children still hear CBeebies Radio on BBC Radio 7?

No - as of 2nd April 2011 CBeebies Radio ceased to broadcast on BBC Radio 7. It is now an on-line audio service only. However you can still listen to CBeebies Radio programmes on-demand on the CBeebies radio player: http://www.bbc.co.uk/cbeebies/radioplayer/ or download the podcasts to entertain your little ones while you're on the move: http://www.bbc.co.uk/podcasts/series/cbeebies.

Over the coming months the format of CBeebies Radio will be evolving. More news in the blog nearer the time!

I am in the UK, but get an error message saying that I am not.

Sometimes even though you're in the UK, it's possible you may see a message saying you're not. This could be because your computer is on a foreign-based network, or is routed overseas without you knowing. Some computer programs, such as web accelerators, can also cause your computer’s unique IP (Internet Protocol) address to appear as if it is outside the UK.

For rights and licensing reasons, our BBC technology system only recognises IP addresses provided by UK-based internet service providers (ISPs). If a CBeebies activity doesn't recognise your IP address at all, then you won't be able to play, stream or download the activity. You may find this problem occurs elsewhere, beyond CBeebies.

What can I do about it?

Occasionally it may simply be a network error, so it's worth closing your browser and turning your broadband/network router box off and on. This may get you a new UK-based IP address.

If this doesn’t work, you must contact your internet service provider (ISP) as only they can register your address. If your ISP has registered with the appropriate databases, our servers will update on the next regular refresh. You will have to wait until that time before you can play. Please do keep trying us on a regular basis to see if the situation has changed.

Why am I now told I'm outside the UK, I wasn't previously?

Sometimes your internet service provider (ISP) will allocate you a new IP address, or will carry out maintenance work that means you are given a new IP address. In some cases, this IP address will not yet be registered by your ISP as being in the United Kingdom, and as such CBeebies will no longer recognise you as being in the UK, even if you are. This is something your ISP is best-placed to fix, so you must contact your ISP as they alone can register your address.

Why are some games and activities not available on the CBeebies website?

Sometimes content is removed from the website because the brand is no longer licensed by us and we have to remove any relevant content. Should you access a game or activity where the page looks 'blank', it does not necessarily mean that the page is broken. It just means that the content has been removed. On the few occasions where we need to remove content, we also remove direct access to them by amending our menu pages so that the risk of you accessing a missing piece of content is minimised. Legal or 'rights' issues can also mean we are unable to provide theme tunes or other video clips for some brands. We regret that it is not possible to send any of this content to you.

Why have you changed the website?

We have written a Blog which we hope explains the changes a little more. All the same content is still in the site. The old site has been around since 2009 and technology has moved on a lot since then and we needed to keep up or risk not being compatible with new systems. We’ve done extensive user testing and listened to your feedback to pinpoint which areas children were struggling with or not using. We’ve tried to change some of these areas and will continue to improve them over time.

We hope you can spend a little time helping your child find their old favourites and some new ones. We have tried to be very sensitive to keeping the site familiar for our young audience, whilst moving on slowly. To allow our audience to keep up, we have planned a series of website releases rather than one big change. This summer release is one of the biggest changes and forms a solid foundation for us to now build on.

Is my favourite game or fun activity still in the new site?

As part of the June 2012 release, all the same content is in the site. We hope it is easier to find for you and your child. To find your old favourite – you could start by looking for the show’s name alphabetically in the CBeebies Shows page.

My child doesn’t want the new site!

Change is always a delicate subject with little children. We are sorry if anyone becomes upset due to the change but hopefully, once you go exploring, you’ll all find it easier to get around than before. We have tried our best to change the site slowly and sensitively. Our Blog suggests some ways in which you and your little one could sit together and enjoy the new site.

How were the languages chosen for 'The Lingo Show' and will more languages be added?

The languages in 'The Lingo Show' were selected as a balance of those taught commonly or increasingly in schools and the prevalence of languages spoken by ethnic groups within the UK. While we know it might be frustrating that the language selection is limited, we hope you appreciate we cannot represent every language. In the future, we hope there may be an opportunity to commission more languages. If that situation arises, we will take all requests for other languages into consideration.

Why is the Me Too Gallery not being updated?

Unfortunately we have identified a technical problem between the Me Too 'Build a City' game and the gallery. The game is unaffected and can be played as normal, but gallery entries are not being delivered to us. We are investigating the problem and working towards resolving it as quickly as possible.

Why can't I watch CBeebies website video content from overseas?

Access to the BBC's website is restricted, meaning that overseas users are prevented from seeing content on the www.bbc.co.uk . This is because unfortunately many programmes have broadcast rights restrictions which don't allow us to show CBeebies programmes and content to people outside the UK. In addition, broadband content is expensive for the BBC to stream, so we have to give priority to people within the UK, who ultimately bear the cost of us doing this through their licence fee. However, as more and more people outside the UK are starting to watch CBeebies from abroad, there is an international website at www.cbeebies.com, which is steadily growing and may provide some of the content you are missing.

Where is the Green Balloon Club Newsletter?

The final newsletter was sent out on 3rd November 2009 and no further emails will be sent. However, you can still sign up for the CBeebies newsletter which gives you information about a wide range of CBeebies content.

How can my child be in the audience for a CBeebies show?

There has been lots of interest in being a part of the audience for Justin’s House and the CBeebies Panto. The BBC has made a commitment to making these opportunities as open as possible and, where possible, will now advertise them on the shows and tours website. When an opportunity arises we will also post this on the CBeebies Grown Up social media sites.

Why can children only close to Salford Quays see Justin’s House?

While the children are only members of the audience we observe the same guidelines provided for children working as performers in the entertainment industry. This governs the times that travel can commence and so we think it is inappropriate to ask young children to travel long distances.

Why can only school groups watch Justin’s House?

We record in school time and have a duty to ensure children are not taken out of school for whole days.

Can CBeebies make a donation to our charity fundraiser?

The BBC is a publicly funded organisation which means that we cannot support one specific business or organisation over another. The BBC is unable to fund individual charities or concerns and cannot use licence fee payer money to fund other organisations.

Can I get a presenter to come along to an event? Or get a signed photograph of a presenter or character?

Unfortunately it's not possible for CBeebies presenters or characters to attend charity events or fun days and we regret that we cannot provide photographs of any of our presenters or performers.

Is there a toy/book/CD/DVD available from my child’s favourite programme and where do I buy it?

We cannot deal with BBC merchandise queries, as that falls under a 'commercial activity' and we're not allowed to be commercial!

Is Fun with Phonics available to buy on DVD?

Fun with Phonics is available on DVD for schools and DVD and Book packs are available on the domestic market. You could use a search engine and look for “fun with phonics”. Razzledazzle is available on DVD for schools to buy, but is not available on the domestic market.

Why can't I get the games to work?

Many of the CBeebies games use plug-ins such as Flash and DirectX to work. Plug-ins are free pieces of software that you can download onto your computer. If the games are not working on your computer this may be because you do not have the correct plug-in installed.

When you try and play the game it should tell you what plug-in you need installed.

Why can't I see any video?

All of the video on the CBeebies website requires Flash to play. This is a free plugin that you need to download to your computer. If you cannot see Flash movies then you will need to download the player from the Adobe website.

The download will take a minute or two over a 56k modem and can be used as soon as download is complete. The player only needs to be installed once.

Why is the website not working?

There could be a number of reasons why the site is not working. Many areas of the CBeebies site require a Flash plugin to play certain content. If you do not have Flash on your computer, we always try to tell you on the website when you need it as well as provide non-Flash alternatives. However you can download Flash for free from Adobe.

Another reason why the site may not be working is that we may be experiencing technical difficulties, which we always try to fix as soon possible. If this is the case please wait a little while and then come back to the site later, once we have had time to fix the problem.

If you are experiencing a persistent problem with the site, please contact us and give as much detail as possible, including information about your computer set-up so that we can try and solve the problem as quickly as possible.

What are plugins?

A plug-in is a small computer programme that helps you see, listen and play games, videos and sounds on the CBeebies website. All the plug-ins you would need for the CBeebies website are free to download and use.

Can I download songs, games or stories from the CBeebies website?

It's not possible to download any songs, games or stories from the CBeebies website. You can listen to and join in with many of the songs in Song Time and some of the music on CBeebies has also been made available on commercial download websites.

Is there a transcript of...?
CBeebies does not publish transcripts or make them available to the public.

I have an idea for a CBeebies programme - where do I send it?
You should try and develop your idea as far as possible including a clear understanding of the exact target age group, why you think your idea will appeal to them and the unique qualities it has to offer that other programmes are lacking. For up-to-date information on BBC Commissioning, visit the BBC Commissioning website. All programmes must go through the BBC e-commissioning process.

Is there a toy/book/CD/DVD available from my child's favourite programme and where do I buy it?
We cannot deal with BBC merchandise queries, as that would be commercial activity. We are a very small team and it's not possible to tell you whether merchandise is available or not. Well-known bookshops, music or video retailers will be able to tell you what is available and where it can be bought.

Can my child take part in one of the television or radio programmes?
Unfortunately not. Children taking part in the CBeebies programmes are usually found through casting sessions run by the production teams to find children to take part in a particular show.

Casting sessions usually take place in nurseries or schools, and take account of many factors: different shows require different contributions, which might include age ranges or links to the subject talked about in a particular programme.

We have recently received many requests for children to appear on I Can Cook. We are not looking for children to take part in filming and we regret that we are unable to consider requests for children to appear on future episodes.

Can my child send a question to Nina?
Unfortunately Nina is unable to respond to individual letters and emails due to the large number of questions she receives. Questions that are sent in are passed on to the production team, but we cannot guarantee that your child's question will be used in the programme. Do keep watching as you might find a similar question investigated on the show.

Can I get a presenter to come along to an event? Or get a signed photograph of a presenter or character?
Unfortunately it's not possible for CBeebies presenters or characters to attend charity events or fun days and we regret that we cannot provide photographs of any of our presenters or performers.

How do I get in touch with..?
Please understand that we can't give you contact information for presenters or members of production teams. We do pass on messages, but we cannot guarantee a response.

How do I send my child's artwork to CBeebies?
If we are asking for artwork to be sent to CBeebies, we will post up information on Grown-ups on a page within Contact CBeebies called 'Send Ins'. If the page does not appear on the website, that is because we are not currently asking for artwork to be sent in.

Can you tell me about music, props or locations featured on CBeebies?
Sorry, we are a very small team and cannot answer individual queries. If your question is about music or locations, you might like to post your query on the CBeebies Grownups Facebook page to see if another viewer can help.

I'd like to visit Balamory, where is it filmed?

I'd like to visit Balamory, where is it filmed?
Balamory is an imaginary town. However, it had some real inspiration - mainly Tobermory on the island of Mull. Unfortunately, we don't have any information about visiting Tobermory, but you could try the Visit Scotland website for more information.

(The BBC is not responsible for the content of external websites.)

Can you tell me about old BBC children's shows which are no longer on TV?
We cannot answer individual queries about old BBC children's shows, but you may find some useful information on the Classic TV section of the BBC Cult website.

Why are you showing Rastamouse on CBeebies?
CBeebies is very proud to be transmitting Rastamouse which is a colourful new animation series about a crime-fighting mouse based on an acclaimed series of books by Michael De Souza and Genevieve Webster. The Rastamouse books are written in Afro-Caribbean Patois rhyme and this authentic voice has been transferred to the tv series to retain its heart, integrity and distinctive quality.

CBeebies is dedicated to reflecting the lives of all children in this country and Rastamouse will have a particular appeal to Afro-Caribbean children - an under-represented part of our audience. However, the series is highly enjoyable and inclusive and we hope its compelling stories, great music and positive message of 'make a bad ting good' will be enjoyed by all of our viewers.

Can you send me some images of CBeebies characters for my school/university project?
We cannot send you or give you permission to use, any images of CBeebies characters for your project.

Can you send me some research about children or your programmes for my school/university project?
We cannot send you any research into children or our programmes for your project. Many parents/carers are happy to share their experiences and thoughts on the programming that CBeebies makes for their children; but we do request that the number of posts on the Grown-ups Facebook or Twitter sites that ask for help with research projects are kept to a minimum. This is because our social media is a resource for the parents/carers to share their thoughts on CBeebies with each other and the BBC, and repeated requests for research data can disrupt the conversation.

How do I find out when a programme will be broadcast on CBeebies?
The schedule for programmes currently being shown on CBeebies can be found on the What's On pages. We regret that we cannot answer individual queries about when a show will be on CBeebies.

Can we watch CBeebies on iPlayer?

You can watch CBeebies programmes online by using CBeebies iPlayer. BBC iPlayer allows you to watch programmes up to seven days after they have been broadcast. If you want to watch a programme after this period of time you will have to download it, where you will be able to store it for 30 days on your computer. For more information, please see the information on CBeebies iPlayer and see BBC iPlayer Help.

Is it possible to watch CBeebies live via the website?
You can watch CBeebies live as it is broadcast on TV, via the CBeebies website or the BBC iPlayer. For more information, please see the information on Watching CBeebies TV on the web.

Why isn't my favourite programme on anymore?
The CBeebies schedule is updated every now and then so that everybody gets a chance to see their favourite programmes and to keep the schedule varied and fresh. We try to offer a balanced schedule that everyone enjoys, as we know viewers have their favourite programmes and regular viewing. We're sorry if this disrupts your routine - we always try to ensure that programmes and slots are clearly signposted via trails and our presenters.

We rotate some older series, such as Balamory, because we have to balance bringing different titles into the schedule at different times of the year within a fixed amount of airtime. As a result, some shows will not be on TV for a while because they have made way for other programmes in the schedule. Everyone has their favourite shows and children at different stages of development prefer different shows, so we try to balance our offering by providing a schedule that suits the majority audience and by rotating shows carefully. Occasionally, programmes are removed from the CBeebies schedule because licences have not been renewed.

We regret that we cannot answer individual queries about when a show is going to return to CBeebies.