FAQs

A: Your account is never charged until your order ships. If you see any pending charge from Pixicade on your account prior to shipping, this is an authorization hold to ensure the funds are available so your product can ship without delay. 

 

Q: How long will it take for a refund to reflect on my payment method? 

A: Once the return is processed, please allow up to 3-5 business days for your refund to apply to your payment method – timing can vary depending upon your banking institution 

 

Q: Will I be charged tax? 

A: Sales tax is collected in select states as required by law.

 

Q: When will my order ship?  

A: With valid payment, your order will ship on the next business day. 

 

Q: Will I receive a shipping confirmation? 

A: Yes, you will receive a shipping confirmation email with tracking once your order ships, please add pixicade@customerstatus.com as a safe sender. 

 

Q: How will my order be shipped? 

A: Our standard shipping method is FedEx SmartPost. 

 

Q: Do you offer international shipping? 

A: We currently ship to the US, Canada (with the exception of Quebec), Guam, Puerto Rico and the US Virgin Islands. Please note a $10 surcharge will apply to non-continental US orders. Additional import duties or taxes may apply, please check with your local agency for more information.

Q: How do I check the status of my order?  

A: You can check the status of your order 24 hours a day by visiting Track My Order

 

Q: What is the Money Back Guarantee Period? 

A: If you are dissatisfied with your purchase for any reason, simply return the product within30 days of receipt for a full refund of your purchase price, excluding processing and handling. 

 

Q: When does the Money Back Guarantee Period begin? 

A: Starting the day your order is delivered. 

 

Q: How do I return my order? 

A: To return an item, you must obtain a Return Authorization # (RA#) and return instructions. Please call us, and we will be happy to help you with that. Unauthorized or hand delivered returns will not be accepted.

 

Q: What is required to play? 

A: To use Pixicade, you must have a phone or tablet with a camera (Android 6.0 or later, iPhone iOS 9.0 or later), stable WiFi, the Pixicade set and app, and your imagination! The Pixicade app is available for Amazon Fire tablets. If you have an Amazon kids device, you will need download the Pixicade app through the amazon parent portal. 

 

Q: What are the system requirements to run the Pixicade App? 

A: The Pixicade App works on:

1. iOS 9.0 version or above

2. Android 6.0 or higher

3. 5 mega pixel camera or better

4. Stable internet connection  

 

Q: How do I add a friend? 

A: To add a friend: 

1. Click the profile button (picture of your avatar in the top left corner of the home screen) 
2. Notice in the top right corner it says "Your Friend Code is" with an 8 character code. This is your "friend code". You will need your friend's "friend code" for the next steps. 
3. Click the "Add Friend" button 
4. Enter your friends "friend code" in the box then click submit 
5. Now a new row will show up in the "friend group" grid. NOTE: If you and your friend are under 13, your parents will receive an email to confirm the friend connection.
6. Once both sides have approved the request, the friend is activated, and you should see their shared games in your "friends" tab!

 

PIXICADE

Q: How do I get started? 

A: It’s easy! Just follow these simple steps: 

1. Download the Pixicade app from either the Apple App Store or Google Play Store onto your device. 
2. When opening the app, it will ask you to create an account. Enter your email, select a username and avatar, enter your age*, accept the terms of service, and click the “Create” button. 
3. The app will ask if you have a Pixicade box, click “yes” and scan the QR code that is on your instruction sheet. *If you entered an age under 13, you will need to complete the email approval process to unlock the “Create” button. 

 

Q: It's asking me to pay $.99 to unlock sharing - What is this for? 

A: This charge is only applicable for users under 13 and is required to comply with federal COPPA law. In order to protect your child and make sure that a parent is aware that the child is sharing their content, “verifiable parental consent” is required and there are very strict restrictions on what qualifies as verifiable parental consent. Pixicade satisfies this legal requirement through an in-app purchase. The $.99 purchase also provides an additional 100 game creations! 

 

Q: How many devices can I put Pixicade on? 

A: The Pixicade kit comes with 2 QR codes. You can scan the QR codes to unlock the full app on 2 different accounts, or you can scan both codes on one account to double the game creation count.

 

Q: What happens if I use all of my game creations? 

A: You can use an in-app purchase to buy one of the following options: 

• 50 Games for $.99
• 300 Games for $4.99
• 750 Games for $9.99 

 

Q: In what Countries is Pixicade available? 

A: Pixicade is currently available in the US and Canadian App stores. Stay in touch for exciting news on our international launches!  

 

Q: What is the recommended age range for Pixicade? 

A: Pixicade is listed as 6+ “with help”, and 10+ “I got this”! We’ve found that 6–10-year-olds may need help taking the photos, reading through the guidebooks, etc., but 10+ enjoy working independently. 

 

Q: Is there an ongoing fee to use Pixicade? 

A: No, there are no subscription fees to use Pixicade. Each box comes with 2 QR codes that allow you to create 600 games each. Once you use all of those, you can purchase more game creations through in-app purchases. The only other charge you may incur is an optional $.99 in-app purchase to enable children under 13 to share their games and get an additional 100 games. This charge is only applicable for users under 13 and is required to comply with federal COPPA law. 

 

Q: Is the app chromebook compatible? 

A: Yes the app is available for Android devices and should work on most Chromebooks. We recommend double checking the google play store on your device for the app availability to be certain.  

 

Q: What is required to play? 

A: To use Pixicade, you must have a phone or tablet with a camera (Android 6.0 or later, iPhone iOS 9.0 or later), stable WiFi, the Pixicade set and app, and your imagination! 

 

Q: Does the Pixicade Starter Kit come with a device? 

A: No, the Pixicade box kit does not come with a device. 

 

Q: What are the system requirements to run the Pixicade App? 

A: The Pixicade App works on: 1. iOS 9.0 version or above 2. Android 6.0 or higher 3.5 mega pixel camera or better 4. Stable internet connection 

 

Q: How do I get started? 

A: It’s easy! Just follow these simple steps:  

1. Download the Pixicade app from either the Apple App Store or Google Play Store onto your device. 
2. When opening the app, it will ask you to create an account. Enter your email, select a username and avatar, enter your age*, accept the terms of service, and click the “Create” button. 
3. The app will ask if you have a Pixicade box, click “yes” and scan the QR code that is on your instruction sheet. *If you entered an age under 13, you will need to complete the email approval process to unlock the “Create” button. It’s asking me to pay $.99 to unlock sharing. 

 

Q: What is this for? 

A: This charge is only applicable for users under 13 and is required to comply with federal COPPA law. In order to protect your child and make sure that a parent is aware that the child is sharing their content, “verifiable parental consent” is required and there are very strict restrictions on what qualifies as verifiable parental consent. Pixicade satisfies this legal requirement through an in-app purchase. The $.99 purchase also provides an additional 100 game creations! 

 

Q: How many devices can I put Pixicade on? 

A: The Pixicade kit comes with 2 QR codes. You can scan the QR codes to unlock the full app on 2 different accounts, or you can scan both codes on one account to double the game creation count 

 

Q: What is the recommended age range for Pixicade? 

A: Pixicade is listed as 6+ “with help”, and 10+ “I got this”! We’ve found that 6–10-year-olds may need help taking the photos, reading through the guidebooks, etc., but 10+ enjoy working independently. 

 

Q: Is there an ongoing fee to use Pixicade? 

A: No, there are no subscription fees to use Pixicade. Each box comes with 2 QR codes that allow you to create 600 games each. Once you use all of those, you can purchase more game creations through in-app purchases. The only other charge you may incur is an optional $.99 in-app purchase to enable children under 13 to share their games and get an additional 100 games. This charge is only applicable for users under 13 and is required to comply with federal COPPA law. 

 

Technical FAQs: 

NOTE: If the answers below do not help you with your problem, please contact us at support@pixicade.com. Our team is here to help! 

 

Q: What do I do if I got logged out or have a problem with the app? 

A: If you get logged out, you should be able to simply log back into your account using your email and password, and all your data will be there.

 

Q: I entered a wrong email address when I created my account. What do I do? 

A: Please go into your user profile (picture of your avatar in the top left corner of the home screen). Once there you will see an orange “I” button next to your username, click that button. If you haven’t already validated your email address you will have the option here to update.

 

Q: The app tells me I’m missing colors, but they are in the picture. What do I do? 

A: Most times when the app is detecting colors incorrectly it is because the picture taken is very blurry. In this case, the colors in the actual picture are not what they appear to be on paper. This could be caused by an older, lower quality camera as well. 

 

Q: My QR code is missing. What do I do? 

A: Please send a picture of your instruction sheet to support@pixicade.com, and we will email you a new QR code.

 

Q: My QR code doesn’t work. What do I do? 

A: Please be sure you are in the Pixicade app and scanning the square QR code on your instruction sheet, not the bar code on the back of the box. If you are scanning the correct code and it’s not working, please contact us at support@pixicade.com with a picture of your QR code and we will resolve the problem for you. 

 

Q: The app keeps crashing. What do I do? 

A: Most of the time when the app crashes it is because of too many background apps running. Please try restarting the device and quitting all background apps to see if that resolves the problem.