Frequently asked questions

Below are some of the latest and ongoing questions about CBeebies. Click on the heading that seems most relevant to your query and then the questions and their answers will be displayed.

If you still wish to make a comment or complaint after you have read these FAQs, please visit www.bbc.co.uk/contact.

If the answer to your question is below, we regret that we won't be able to respond to your email.

CBeebies 'Panto' 2014

Can I apply for tickets for this year's CBeebies Panto / Christmas show?

Unfortunately not. Free tickets for the recordings of this year’s show – CBeebies Peter Pan at the Lowry Theatre, Salford on 11th October 2014 – were allocated through a public ballot which was open for applications from 10th-17th September 2014. Unfortunately, the ballot is now closed.

CBeebies Land

How can I find out about CBeebies Land?

Unfortunately, CBeebies can’t answer queries about CBeebies Land, because it's a paid for attraction managed by Alton Towers Resort in partnership with BBC Worldwide, the BBC's commercial division. Any queries about CBeebies Land should be sent to Alton Towers Resort or BBC Worldwide, who will happily deal with your query. Please contact Alton Towers Resort directly via their online form.

Unity Web Player

How can I download Unity Web Player?

You can download the plug-in now by following this link to the Unity website.
Follow the on screen instructions to install the plug-in, refresh the page for the CBeebies game you want to play and have fun!

What is Unity Web Player?

Unity web player is a free piece of software that enables you to play some games on the CBeebies website in your web-browser.
It works in a very similar way to the Adobe Flash player you may already have installed to play many of our other online games through your web-browser.
This plugin is a free piece of software that, when installed, works behind the scenes to play Unity based games through your web browser.
Unity works on both PC and Mac and is compatible with all popular desktop web browsers.

Why am I being asked to download Unity Web Player?

CBeebies uses Unity to create games that feature rich sound and graphics and these will only run if you have the player.
We have several games in development that will use this technology, so if you install it now, your children will be able to play the new games when they are released.

What devices does it work on?

Unfortunately, the Unity Web Player does not work on smartphones or tablets, so you will be unable to play Unity games on any of these devices. However, there are many other games on the CBeebies website that can be played smartphones and tablets.

How much will it cost?

All the plug-ins you need to access CBeebies content are FREE to download and use.
When you download any plug-in to play CBeebies games, you will be asked to agree to the terms and conditions set by the manufacturer. These do not involve the BBC. The individual company websites should clearly explain what personal information they will collect and what they will do with it.
Some companies may offer you other products, including products that are paid for. The BBC does not endorse any products or plug-ins made by other companies and is not liable for their download or use.

Birthdays

How do I send in a Birthday card to be read out on the CBeebies channel?

All the information about how to send in a birthday card can be found on the Birthdays page.

Can I watch CBeebies Birthdays on iPlayer?

No. As of November 2013, the CBeebies Birthday cards will only be shown on the CBeebies Channel and will no longer be available to watch on iPlayer or the CBeebies website after transmission.

The times for when the CBeebies Birthdays are scheduled on TV each day can be found on the Birthdays page. These times are updated each week on a Friday evening for the new week starting on Saturday, so make sure to check back when you are looking out for a Birthday card on CBeebies.

Why are CBeebies Birthdays no longer on iPlayer?

Uploading the many CBeebies Birthdays across a week to the BBC iPlayer is a much more complex process than for full programmes and they are watched by significantly fewer people.

As such, we feel the time and resource spent on this complex process can be better served directly on making new programmes and games for you. We know how much you enjoy seeing your childrens’ birthday cards on CBeebies, so we provide exact details of the times you can see the birthday cards each week on our birthdays page. These times are updated each week on a Friday evening for the new week starting on Saturday, so make sure to check back when you are looking out for a Birthday card on CBeebies.

I missed seeing my child's birthday card being read out, can you send me a recording?

Unfortunately, it's not possible for us to provide recordings of individual cards.

Be in an audience

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 CBeebies shows such as 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 our Take part in a CBeebies show page or on the shows and tours website. When an opportunity arises we will also post this on the CBeebies Grown Up social media sites.

How can my family be in the audience for the CBeebies Panto?

Tickets for the recording of the CBeebies Panto are usually distributed through a free ballot in the Autumn. When information is available about arrangements for the 2014 Panto it will be posted on the CBeebies Grown-ups social media sites and listed on the BBC shows and tours website.

Can my child be in the audience for Swashbuckle?

Unfortunately, it's not possible for us to consider individual requests for children to appear on the programme, or be in the studio audience.

Children taking part in the first series of Swashbuckle and appearing in the studio audience were found through casting sessions run by the production team in a wide range of schools and nurseries.

Like all such sessions, these take account of a variety of factors, for example, age range and type of contribution required.

We are not currently looking for children to take part in filming, and regret that we can't consider requests for individual children, or specific schools/nurseries to appear on future episodes.

CBeebies Live

We cannot deal with queries about CBeebies Live arena shows because they are produced by BBC Worldwide (the commercial arm of the BBC), and we aren't allowed to be involved with any commercial activity. If you have a question about CBeebies Live please contact BBC Worldwide directly through the CBeebies Live website.

Can my child be in the audience for Justin’s House?

Audience places for series three of Justin’s House were allocated to groups of 6+ children accompanied by an adult via a free ballot system. Unfortunately, this ballot is now closed, and we are not currently looking for groups to be in the audience for Justin’s House. We regret that we can’t consider requests for individual children or groups to be considered for future series, but if there are any future opportunities to apply for a place in the audience, we will let people know via our Facebook and Twitter pages as well as our website.

Take part in a programme

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 take part in Swashbuckle and 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 individual children or specific schools/nurseries to appear on future episodes.

Can my child take part in Swashbuckle?

Unfortunately, it's not possible for us to consider individual requests for children to appear on the programme, or be in the studio audience.

Children taking part in Swashbuckle and appearing in the studio audience are found through casting sessions run by the production team in a wide range of schools and nurseries.

Like all such sessions, these take account of a variety of factors, for example, age range and type of contribution required. For Swashbuckle, it's particularly important that we find four children for each programme who are friends and who work well together, so by finding children through their schools with the help of their teachers, we can better manage expectations about appearing on the show.

We are not currently looking for children to take part in filming, and regret that we can't consider requests for individual children, or specific schools/nurseries to appear on future episodes.

CBeebies on YouTube

Why are you launching a CBeebies YouTube channel?

There has been a CBeebies Grown-Ups channel available on YouTube since 2010. The previous channel was a free public account, which spoke specifically to grown-ups and had no safety features. The rebranded CBeebies channel will be aimed at a dual audience of adults with children and offers a safe environment where they can enjoy CBeebies content together without the fear of children viewing anything inappropriate. The new channel will also provide a better opportunity to monitor for inappropriate uses of our content appearing elsewhere and we will be better positioned to have it taken down. The CBeebies YouTube channel will aim to deliver inspiring and empowering content to children that makes them want to dive into the wider world of CBeebies.

CBeebies iPlayer

I'm having a problem with the CBeebies iPlayer

If you're experiencing problems with watching programmes using BBC iPlayer, please visit the BBC iPlayer Help pages

CBeebies' apps

Where can I download CBeebies' apps?

The CBeebies Playtime app is available to download via the Apple, Google Play, Amazon and Windows Phone 8 app stores.

The CBeebies Storytime app is available to download via the Apple, Google Play and Amazon stores for mobile and tablet devices.

What is the difference between the CBeebies' apps and the CBeebies website on mobile and tablet devices?

The CBeebies website bbc.co.uk/cbeebies offers free games, clips and more for your little ones via a web browser, which requires an internet connect, whereas the CBeebies Playtime and Storytime apps (once downloaded) are installed on your device which means that they are available for your little ones to use on the go with no WiFi or 3G connection needed.

The Storytime app makes the most of the touch screen and native features of handheld devices, as well as allowing read and play ‘on the go’ without the need for WiFi. The app benefits from certain interactions that desktop devices can’t deliver, such as the use of tilt and using the microphone output. These extra interactions create fun and an engaging experience for our young audience, their parents and carers.

What devices can I use to download the CBeebies' apps?

CBeebies apps are compatible with the following list of core devices and software versions but may also work on others too:

CBeebies Playtime - Software version:
Android: 4.0.4 and above
iOS 6.1.3 and above
Windows Phone 8

CBeebies Storytime - Software version:
Android: 4.0.4 and above
iOS 6.1.3 and above

Device List:
iPhone (4, 4s, 5, 5s, 5c)
iPad (2, 3, 4, Mini, Air)
Samsung Galaxy (S2, S3, S4, S3 Mini)
Kindle Fire HD
Google Nexus 7
Samsung Galaxy Tab 2 and Tab 3
iPod 5th Generation
Tesco Hudl

Playtime only:
Nokia Lumia 520

The following devices are not supported:
iPad 1
iPhone 3GS
iPod 3rd Generation
Samsung Galaxy S3 Mini

Why won’t the CBeebies Playtime / Storytime app work on my device?

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

Why can't I see the CBeebies Storytime app or re-install it on my device?

We're aware some users of Android devices may experience difficulties accessing Storytime when they've upgraded to the Lollipop operating system. We’re working closely with Google and Adobe to try to resolve the issue.

Why is there no sound on my device?

Some users have reported hearing no sound from the CBeebies Playtime App. We have investigated this thoroughly and can find no faults on our supported devices. However with some devices such as the iPad you can use the side switch to either lock the screen orientation or to mute some iPad sounds (customisable in the settings) which might be the cause of a few unintentional sound issues for people. Alternatively each game has its own audio on/off control in the top right hand corner, please check to see if this has been accidentally turned on.

Do I need a WiFi connection to use the CBeebies apps?

You will need a WiFi connection to initially download CBeebies apps to your mobile or tablet but currently once downloaded you no longer need an internet connection. Your little one can take their CBeebies world out and about; at the supermarket, in the car, or even on holiday abroad! It’s a great way to keep little ones entertained without having to worry about a WiFi connection or data allowance.

Why can’t I find the app on my Windows Phone 8 device?

Once installed the CBeebies Playtime app will be available in the ‘games’ section of your phone. CBeebies Storytime is not currently available for Windows Phone 8.

How can I allow the CBeebies Playtime/Storytime app to use the camera or microphone on my device?

CBeebies Playtime and Storytime app allows you to use the microphone and/ or camera on your device to play and interact with some of the games and stories. Once the app is installed or updated, the app requests your permission to access the camera and microphone on your device. This happens only once, so as not to interrupt your child’s experience by asking every time they play. If you or your child have accidentally denied this access and you now want to allow it, or if you’d simply like to change this setting at any time, you can do so in your device settings.

For example, on an IOS mobile or tablet, go to 'Settings' on the device, then 'Privacy', then ‘microphone’ or 'photos'. You should then be able to see a list of apps that have asked for permission to use the microphone or camera and whether this is currently enabled or disabled. Setting either Playtime or Storytime to ‘enabled’ should allow you to enjoy the app using the microphone and camera on to your device.

Why does the CBeebies Playtime app crash when I try and use the camera?

The CBeebies Playtime app allows you to use the camera on your device to play and interact with some of the games and to personalise your balloon. Once the app is installed or updated, the app requests your permission to access the camera on your device. This happens only once, so as not to interrupt your child’s experience by asking every time they play. If you are running the IOS8 operating system and accidentally denied access but try and use the camera, you may experience the app crashing. To resolve this you can easily allow access and change this setting at any time in your device settings. For example, on an IOS mobile or tablet, you can go to 'Settings' on the device, then 'Privacy', then ‘camera'. You should then be able to see a list of apps that have asked for permission to use the camera and whether this is currently enabled or disabled. Setting Playtime to ‘enabled’ should allow you to enjoy the app using the camera on to your device.

Will there be more games and stories available for free in the future?

Yes! There will be more stories featuring favourite CBeebies characters in the near future. Keep updated on the Playtime and Storytime app page.

Can I download the CBeebies apps outside of the UK?

The CBeebies Playtime app and the CBeebies Storytime app are completely free to download and are currently only available to residences of the UK.

I'm having a problem with the CBeebies apps that isn't covered here.

If your question isn't answered here, please contact cbeebiesinteractive@bbc.co.uk for support.

CBeebies Mobile Site

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.

Mobile games and iOS7

If you have downloaded Apple's latest mobile operating system, iOS7, onto any of your mobile devices, you may experience some issues with how CBeebies mobile games display.

Games may not fill the screen if your device is in landscape view and, during game play, the top and bottom toolbars can come into view and obscure your view of some game controls.

We are awaiting news on a fix for this but, as a workaround, quickly flipping your device to portrait view then back to landscape should fix the problem.

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

CBeebies magazine

How do I contact a CBeebies magazine?

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

CBeebies merchandise, toys and DVDs

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.

CBeebies radio

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!

CBeebies website

The Junior Vets game is playing slowly for me.

If you're using a Samsung Android device with the default browser, you may have issues with the Junior Vets game playing slowly. Installing a different browser, such as Chrome, may help solve this issue. We're sorry for any inconvenience caused by this.

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 has my child's favourite CBeebies show gone from the website?

You may have noticed that we’ve removed a number of older CBeebies shows from the CBeebies website. With brand new CBeebies shows and characters arriving on the website and the CBeebies channel all the time, we sometimes need to remove older shows in order to better focus our energy and resources on supporting new, groundbreaking and popular content.

We always try to balance our online offering so that it includes a range of CBeebies shows that work well online, and appeal to children of different ages and needs. Shows are also occasionally removed from the CBeebies website because they are no longer licensed by CBeebies.

The website is telling me to enable JavaScript – what should I do?

Many web sites use JavaScript, which is a type of computer language to work. The CBeebies website needs JavaScript to run correctly, it comes automatically installed with your browser and to check whether it is enabled is relatively easy. If you are being asked to enable JavaScript please follow the steps details below. If you are being told to turn on JavaScript when you already have it enabled, try clearing the cache in your browser or refreshing the web page.


Google Chrome


1. Click the 'Customise and control Google Chrome' button in the top right of the browser.
2. Next click the 'Settings' option.
3. Scroll down to the bottom of the tab and click 'Show advanced settings'
4. Under the 'Privacy' settings, click the 'Content settings' button.
5. Next, scroll down to the 'Javascript' heading and check the button next to 'Allow all sites to run JavaScript'.
6. Press the 'Done' button and then reload the page which needs JavaScript.

Internet Explorer


1. Go to the 'Tools' menu in IE and choose 'Internet Options'.
2. Click the 'Security' tab.
3. Make sure the 'Internet Zone' is highlighted and press the 'Custom Level' button to open the security options.
4. Look for the entry near the bottom of the list which says 'Scripting', then 'Active Scripting' and make sure it is enabled.
5. Press 'OK' to close the panels. Now reload the page which needs JavaScript.

Safari


1. In Safari, go to the Safari menu and choose 'Preferences'.
2. Click the 'Security' tab.
3. You can check or uncheck both JavaScript here.

Firefox


1. Go to the 'Firefox' menu in the top left of the browser and select 'Options'.
2. Click the 'Content' tab.
3. Check 'Enable JavaScript' in the main panel and click 'OK'.

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?

Technology is moving at a very fast pace these days and mobile devices and tablets are becoming very popular and some older technologies on our sites do not work on the newer devices and operating. To keep up with changes in the most forward thinking way we can, we have needed to make some changes to the desktop and mobile websites and content. We have chosen what changes to make based on a number of complex factors such as technology and popularity.

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.

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 become familiar over time. We have tried our best to change the site slowly and sensitively. It can be a confusing time but it can help if you stay upbeat about it and show them all the positives such as exciting new games or old familiars.

If they do get upset by the changes - perhaps you could spend a little time exploring the site together. We may try but we cannot shelter children from changes in life, but we can teach them how to handle it. Why not pretend to go on a voyage of discovery with them? Or, you could try to make it into a game with phrases like, “Let’s see what happens if you press this button…” or maybe try hide and seek such as -“Where do you think your favourite game could be…”. It may take a little time for them to find new routes but we’re sure they’ll get there.

Where can I find the recipes from I Can Cook?

The recipes from I Can Cook are in the process of being moved to the BBC Food website. The I Can Cook recipes are all specially designed with children’s needs and abilities in mind but need a grown-up to help. Because they are such a unique and fantastic resource we feel that the recipes would sit better on the BBC Food website where everyone can discover and enjoy them, not just CBeebies viewers! They should all be available on the BBC Food site soon, we apologise if you can’t find the recipe you’re looking for at the moment, please bear with us while we move them to their new home.

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.

When trying to view the CBeebies Advent Calendar I'm seeing a message that says 'Oops, you can't see this activity' - what should I do?

If you're seeing this message, it's likely that the browser you're using isn't a sufficiently up to date version to access the calendar.

If you are using Internet Explorer 7, you will need to update to IE8 or above in order to use the CBeebies Advent Calendar.

Why can't I access the CBeebies Advent Calendar on my device?

The CBeebies Advent Calendar is compatible with the following list of core devices and software versions:

iPad2 (iOS6)
iPad4 (iOS6)
Tab2 (7in)
Tab2 (10in)
Samsung SII
Samsung SIII
Samsung SIII Mini
iPod Touch 4th Gen (iOS5)
iPhone 4S (iOS6)

Charity events and fundraisers

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.

Technical FAQs

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.

The Get Squiggling Letters game isn't working on my iPod

We are currently experiencing technical problems with the Get Squiggling Letters game on the iPod iOS6. We are working to get this resolved as soon as possible.

Sound is not working in the Octonauts games

If you are using an Android phone with the default browser, you may experience issues with the sound in some of these games. Installing a different browser may resolve this issues for some people. We are sorry for any inconvenience caused by this.

Recent questions

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.

Other Questions

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 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.

A CBeebies Christmas Carol Digital Storybook

What is an interactive eBook and how can I download it?
A CBeebies Christmas Carol Digital Storybook is an interactive multi-media digital book designed to be viewed on tablets - in this instance on iPad. It can also be viewed on computers with Mac OS X Mavericks.

A CBeebies Christmas Carol Digital Storybook will be available to download for free from iTunes from the 20th December. Clicking this link will take you to the iBook Store where you can download the free interactive eBook with your iTunes account login information. It can be done directly on your device or via the iTunes desktop application (version 11.1.3 or later is required). The file is 334.1 MB.

This free interactive eBook is only available in the UK.

How can I view it?
This interactive ebook can be viewed on an iPad running iOS version 7.0 or later and iBooks App version 3.2 or later. If syncing via the iTunes desktop application, version 11.1.3 or later is required. It can also be viewed on computers with Mac OS X Mavericks.

The content is not currently available elsewhere but the BBC is exploring alternative eBook publishing platforms.

Why is the BBC conducting a trial exploring this interactive eBook format?
The purpose of the trial is to explore a different platform for delivering additional content to our audiences. A CBeebies Christmas Carol Digital Storybook is available only on iPad tablets and computers with Mac OS X Mavericks because the software tool used to create it can only publish to these devices. If you’d like to offer feedback, please contact cbeebies@bbc.co.uk.

How can I send a Star of the Week message to my child on Interactive TV (BBC Red Button)?

You can email your Star of the Week message to cbeebies.bdaystar@bbc.co.uk.

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.

Answers from the web

More from the BBC

The BBC is not responsible for the content of external internet sites.