Technical support

The following is a list of ELLA ‘recommended devices’. All devices on this list have been tested and we can confirm the ELLA apps should run well on them without any issues:

• Apple iPad (8th generation) WiFi 32GB or 128GB
• Apple iPad (7th generation) WiFi 32GB or 128GB
• Apple iPad (6th generation) WiFi 32GB or 128GB
• Samsung Galaxy Tab A 10.1” WiFi 16GB.

It is anticipated (but not guaranteed) that the ELLA apps will work effectively on other Apple and Android tablet devices that meet the minimum tablet specifications.

NOTE: The ELLA apps are not compatible with Bluetooth headphones.

To download the ELLA apps from the App Store, you need an Apple ID. If you have used other Apple services (such as iTunes and iCloud) or have purchased from the Apple Online Store, you can sign in to the App Store using that same Apple ID.

Before you create a new Apple ID, find out if you already have one. If you don’t have an Apple ID, you need to create one before you can start using the App Store. Visit Apple Support for more information on creating an Apple ID.

To ensure a child can access the apps with their avatar on any of the tablet devices, the devices need to be synced. This happens when all your devices are switched on at the same time and connected to WiFi.

To check, go to Settings and make sure that your WiFi is turned on and is connected to the internet. The tablet devices also need to be connected to WiFi to submit data on a monthly basis.

NOTE: It can take up to 48 hours for newly recorded data to appear.

If you forget your password, you can change it using the 'Forgot username or password' link below the educator login section of the ELLA website. To reset your ELLA password, make sure that you have access to the email inbox of the email address provided in your ‘Welcome to the ELLA program’ email from Education Services Australia. If you need to change your email address, please contact the ELLA Help

If you are having any problems with any functionality in the apps (including avatars not displaying correctly and devices not syncing), first check to see if your device is correctly connected to WiFi (by turning the connection off and on). You may also have to close the apps or restart your device.

First, check with any internal IT staff or your preschool’s internet provider to find out if there are any issues with your internet connection.

The apps will still work when the internet connection is temporarily unavailable. However, you will be unable to access online information or download new ELLA apps on the devices without WiFi.

The ELLA helpdesk is available from 9 am to 4 pm (AEST), Monday to Friday.

Phone: 1800 468 303

Email: [email protected]

An ESA team member will endeavour to respond by the next business day.

Guided Access/Screen Pinning is a feature that helps you to control what is accessible on the screen. This is useful when children are using a tablet device, as it enables you to ‘lock’ the iPad onto one of the ELLA Polyglots apps so that the children cannot access any other apps on the device.

After children have finished using the app, you ‘unlock’ the device again by entering a previously assigned passcode.

Using Guided Access (for iPad) will also assist you to control a feature on iPad devices that have iOS 11 and above operating systems. When you swipe up from the bottom of the iPad screen, an ‘app dock’ or ‘menu dock’ appears. To prevent children accidentally opening the dock and leaving the app they are using, use Guided Access to lock the iPad onto the app.

Setting up Guided Access (iPad)

1. Go to Settings > General > Accessibility > Guided Access.
2. Turn on Guided Access.
3. Tap Passcode Settings, then tap Set Guided Access Passcode.
4. Enter a passcode, then re-enter it. Make sure to remember the passcode or write it down somewhere you will not lose it.

Start a Guided Access session (iPad)

1. Open the app that you want to use, then triple-click the Home button.
2. If you want parts of your screen to stop responding to touch (to become inaccessible), use one finger to circle those areas. You can move or resize the circle, or tap the X to remove it.
3. Tap Start. 

End a Guided Access session (iPad)

1. Triple-click the Home button or side button, enter your Guided Access passcode, then tap End.

Setting up Screen Pinning (Android)

1. Go to Settings > Security > Screen-pinning.
2. Turn on Screen Pinning.
3. Tap ‘Lock device when unpinning’, then select how you wish to ‘unpin’ apps when finished.
4. If you choose to use a PIN code or a password to ‘unpin’ apps, then please make sure you keep a record of the password somewhere safe where you can access it at any time.

Start a Screen Pinning session (Android)

1. Open the app that you want to use.
2. To pin the app, tap on the overview button (it's the square button along the bottom of your screen).
3. Drag up the title bar for the app you're going to pin, until it's in the middle of the screen.
4. In the bottom-right corner of the app overview will be a blue pin button. Tap on it.
5. Each time you pin an app, you'll be asked to confirm the action. You'll also have to decide if you want to require a security code to leave the pinned app.
6. Tap on Start to pin the app.

End a Screen Pinning session (Android)

1. Exiting a pinned app requires you to touch and hold the back and overview buttons at the same time. After a couple of seconds, your device will switch to the overview screen.