Any questions? On this page you can find answers to the most common questions related to the app, as well as to the game

Questions

Frequently asked questions for Virtual Reality games

How can I access the 2D version?
Our game is available to be played both in VR and 2D. To access the 2D version that does not require a VR headset, download Musemio app and after selecting the experience, choose 2D mode to begin the game.
How can I download the app onto my phone?
The game is accessible through IOS and Android app stores: https://musemio.com/download
What sort of phone or device do I need to play the game?
VR works best on most smartphones (iPhone 7 and higher, or Samsung 7 and higher, or similar). If you have any problems, please email us at info@musemio.com mentioning your phone model and OS, and we will be able to advise you.

We are currently experiencing problems with Android 11 OS and you might experience crashes. We are looking to fix this problem ASAP.
Can I play the game on my computer or laptop?
Unfortunately, you cannot play our VR products on laptops or computers at the moment. Access to the game is only through mobile or tablet applications.
How long does the game take to play?
The game takes approximately 15 to 30 minutes depending on how quickly you can pass all the challenges.
Do I need to sign up to play?
When you first download the app, you will be able to play as a guest. You will be initially taken through a tutorial (you can choose VR or 2D mode). After the tutorial you will be able to play the game. After 3 times playing as a guest, you will be asked to sign up using your parents' email.
Do I need to pay?
The app is available for free to download from the Stores. Within the app you have a number of free experiences to play as well as paid-for experiences.
What age group is the game designed for?
Our games are designed for everyone to play, however the content of our games can be difficult to fully understand for children under 7. The app and game are designed for 7-to 11-year-olds, but 'older kids' are encouraged to join in, play and explore.
How can I request a refund?
Please email us at info@musemio.com if you want to discuss the problem you had further. We will try to help as much as we can and your feedback is very important to us.

If you decide to requests a refund for the app please use the following instructions:
iPhone - https://support.apple.com/en-gb/HT204084
Android - https://support.google.com/googleplay/workflow/981...

Questions that may arise during the game

I am stuck on the game – the screen has frozen. What do I do?
Simply log off the application and log back on. Your progress may not be saved. You can also reset the app by closing it completely.
Can I pause the game?
No, you can't pause the game. However, if you accidentally leave the app and rejoin within a couple of minutes, you will start the experience from where you left it.
I am not sure what to do next?
Don't panic :) Simply look around and explore the surroundings for any interactive elements. This should set you on the right path. Also, if you are inactive for over 10 seconds, helpful arrows might appear that would point you towards your next game point.
Can I save my progress?
Generally, you will need to begin the level again. Crisis Charity experience is an exception - if you accidentally close the app, next time you load the game it will give you a choice to start from the beginning or from your last saved point.
The sound is not working when I start any of the games!
Please check that your sound is on. If you are playing on iPhone/iPad please make sure your switch (usually on the left side of your phone) is in the correct position.
I paid for the level and nothing changed on the app.
We have recently noticed that this problem can occur for iPhone users. Please restart the app (swipe it up to shut it down) and reopen the application again. You will see 'Go Explore' button appear and you can start exploring.

Need help with your headset?

Our explorer will show you how to open your Musemio headset.
info@musemio.com
Still have questions? Write to us!