How can we help you?

General

How do I change language (localization) in an Osmo app?

To switch Osmo interface messages to a different language, you need to change the language setting on your iPad. Here are the instructions from the Apple website:

https://support.apple.com/en-us/HT204031

After you do that, open any Osmo app, and you will be prompted to select your preferred language for that Osmo app. If you want, you can change the system language back to what you had it as before and keep Osmo in the new language (it will prompt you to ask the next time it starts up).
How do I update an Osmo app on my iPad?

Here are the instructions for updating iOS apps from the Apple Support website:

https://support.apple.com/en-us/HT204204

Please note that all of the Osmo apps are available to download (or update) from the App Store free of charge:

https://itunes.apple.com/us/developer/tangible-play/id799157444
What can I do if Osmo apps keep crashing?

Unfortunately, older devices with lower memory capacity are known to be at risk of having crashes. This is more noticeable in some of our newer games such as Coding Awbie, Coding Jam and Pizza Co. We are investigating ways to help reduce the likelihood of these issues occurring and hope to be able to make improvements in the near future.

In the meantime, we suggest closing all background apps on your device and restarting the device before you start playing. Doing this should help reduce the likelihood of the crashes happening. It is recommended to, at minimum, always play without other apps running in the background.

Note also that the minimum iOS version required to play the Osmo games is 9.
Why am I getting a camera-related error message in my Osmo game?

You may need to adjust your camera settings so your device works with the Osmo apps.

If you have iOS 8 or below, the instructions are here. (note that Osmo does not support iOS versions older than 9).

If you have iOS 9 or higher installed, please make sure that the Osmo games are checked under Settings > Privacy > Camera.

The next thing to try is to restart your device and see if the game runs. To do this:
- Press and hold the Sleep/Wake button (a red slider will appear)
- Drag the slider to turn your device off
- Press and hold the Sleep/Wake button until you see the Apple logo and the device is turning on again

If that does not help, the main cause of these errors we've seen is there being a camera hardware issue. To check this, do the following:

- Start FaceTime on your device
- You should see yourself on screen, if you see a black screen or the app crashes, there is an issue with your camera hardware

If that doesn't work, please write to us at support@playosmo.com, and we will figure out what is happening.
Why isn't the Osmo game detecting what I'm doing correctly?
Detection issues can be due to one of the following reasons:
- The camera settings may be incorrect.
  If you're using an iPad, please make sure that the Osmo games are checked under Settings > Privacy > Camera.
  To ensure the games appear in that section, you need to go to to Settings > General > Restrictions. If an app is listed as "on", then tap on it and enter your restrictions passcode. Check that camera access is allowed.
- The device may need to be restarted.
  The next thing to try is to restart your device and see if the game runs. To do this:
  
  Press and hold the Sleep/Wake button (a red slider will appear)
  
  Drag the slider to turn your device off
  
  Press and hold the Sleep/Wake button until you see the Apple logo and the device is turning on again
- There may be a camera hardware issue.
  If that does not help, the main cause of these errors we've seen is there being a camera hardware issue. To check this, do the following:
  
  Start FaceTime on your device
  
  You should see yourself on screen, if you see a black screen or the app crashes, there is an issue with your camera hardware
- Other possible issues:
- If you are using Osmo with the classic iPad base, make sure that the inserts in the base are correct for your iPad model. If you look down on the white base, you should see text like 'iPad Air - iPad Mini' or 'iPad 2- iPad 3 - iPad 4'. Please make sure the text matches your iPad model. See our video on this step here: https://youtu.be/vVK8R9N-Dh4?t=1m43s.
  
  Make sure that the base you are using is compatible with your device. You can view a complete list of compatible devices here: https://support.playosmo.com/hc/en-us/articles/115010156067-What-devices-is-Osmo-compatible-with-.
  
  Your hands may be covering the pieces. In this case, take your hands away from the pieces and Osmo should recognize them.
  
  The pieces may be too close or too far away for Osmo to see. If this is the case, try sliding your pieces so that they're centered in front of the device.
  
  Are you using Osmo in an area with very low light? Try increasing the lighting in the room. Spot lights like desk lamps directly on the play area can create glare which can cause issues. If a lot of light is coming from behind your device, there may be lots of shadows where the camera is trying to see.
  
  If you're playing Masterpiece, Monster, or Newton with a Creative Board, make sure the Creative Board is oriented correctly in front of the device, with the Osmo logo sitting next to the device and with the little red bumps sitting on each side of the base. You should also make sure the board has been wiped clean between each drawing.
  
  If you're playing a game other than Masterpiece, Monster, or Newton, make sure you aren't playing on the Creative Board. Try placing a plain sheet of 8.5'x11' white copy paper underneath the base (longways) and use that to place the pieces on top of.
  
  Is the reflector on backwards?
  
  Is there a protective film still on the reflector? If so, please remove.
  
  Is the reflector dirty? Please wipe with microfiber cloth.
  
  Is the reflector cracked? To request a replacement, please log into your myOsmo account and click on your name in the top right corner, then select 'Replacements' and fill out the form. We'll send you an email confirmation that we received your request.
  
  If you're using an iPad, are you running iOS 9 or newer? (iOS 9 is the minimum requirement for Osmo.)
If you continue to experience difficulty, please contact the Customer Experience Team at support@playosmo.com.
How do I mute the sound in an Osmo app?

It is not currently possible to mute the sound in individual Osmo apps, but it's something we're looking to change in the future.
How can I increase the difficulty in an Osmo app?

You can increase the difficulty in several of our apps, namely, Detective Agency, Numbers, Tangram, and Words.

Detective Agency

There are three difficulty settings in the game, which are based on the player's age that was input at the start of the game. This age is independent of any similar information associated with a myOsmo account or profile. Players can change the difficulty at any time from the settings menu.

See the Detective Agency PDF guide for more info.

Numbers

Starting in version 1.2.2, players can use the "Unlock All Modes" option in the settings menu to unlock the first level of the "Add", "Connect" and "Multiply" levels. Access the settings menu by tapping the screen once to bring up the settings button (a gear shaped icon) in the top left corner. Tap the settings button and then tap on "Unlock All Modes" near the bottom left of your screen.

See the Numbers PDF guide for more info.

Tangram

After you press Play on the start screen, you will be able to choose the starting level: Easy, Medium, or Hard. The Harder level will unlock after 4 Hard puzzles have been solved.

See the Tangram PDF guide for more info.

Words

Junior Mode - if you're in Junior mode, tap on the settings button ('II') in the top left hand corner. Once here you will see the words 'Home, Restart, and Achievements.' Underneath these words is the option to turn on or off the 'hints' and 'speech.'

Play Mode (after selecting versus or Zen) - to increase the difficulty, tap on the settings button ('II') in the top left hand corner. Once here, you will see the words 'Home, Restart, Achievements, and Albums.' Underneath these words is the option to turn on or off the 'hints' and 'speech.' There is also a difficulty meter where players can select the levels Easy, Medium, Hard, and Impossible. The Impossible level is an adult favorite!

Please note that downloadable albums that are created by the general public may not have these options associated with them.

See the Words PDF guide for more info.
How do I reset a player's progress in the Osmo apps?

To reset progress in Osmo apps (except for Monster), click on the settings icon (a gear) in the top left corner of the home screen and select 'Reset progress'.

As for Monster, the developers are working on a reset feature, which should come in a future version. Currently, the only way to reset Monster is to delete and reinstall the app.
Can younger kids (preschoolers) use Osmo apps?
While some of the Osmo apps are enjoyed by children in Pre-K, several of the games require pre-reading or reading skills to enjoy. Also, note that the Osmo game pieces are a choking hazard, and are therefore recommended for ages 3+.
- The Monster app is designed for ages 4-11.
- The Numbers app has easy counting levels that are played with dot tiles.
- The Tangram app has introductory levels that work well for younger kids. Please tap the Introduction button on the home screen to play them.
- The Words app has a Junior Mode, which means that some letters appear on the screen as hints. To do that in a custom album, you need to put parentheses around the letter or letters that you wish to appear as hints.
Please use these links to create your own custom albums that might be appealing to your preschooler, and to see what others have created:

https://my.playosmo.com/words/help
https://my.playosmo.com/words/browse
How do I take a screenshot on my iPad?

Here are the instructions from the Apple Support website:

https://support.apple.com/en-us/HT200289
How do I delete an app on my iPad?

Here are the instructions from the Apple Support website:

https://support.apple.com/en-us/HT207618
How do I restart an app on my iPad?

First close the app, then tap on the app icon to reopen it.

Here are the instructions from the Apple Support website:

https://support.apple.com/en-us/HT201330
How do I start playing Osmo?

To play Osmo, first set your device in the white Osmo base, then put the red reflector on top of the device and download the games. From there you just open up any game and start playing!

See the setup instructions here.

Watch YouTube videos to take you through playing with Osmo here.

See a list of game instructions here.
How do I download the Osmo apps?

Once you have bought the hardware from PlayOsmo.com or from our retailers, you can download our apps from the App Store free of charge (except for two apps, Numbers Toybox and Words Explorers, which do have a cost):

https://itunes.apple.com/us/developer/tangible-play/id799157444

All of the Osmo apps (except for MindRacers) are also available on Amazon.com at this link:

https://www.amazon.com/s?rh=n%3A2350149011%2Cp_4%3AOsmo&ref=bl_dp_s_web_0
I'm having issues downloading Osmo apps from the App Store; what can I do?
Have you tried restarting your iPad yet?
1. Hold the Sleep/Wake button until you see a slider at the top of the screen.
2. Drag the slider to the right to shut down the iPad.
3. When the iPad has shut off, hold the Sleep/Wake button again until the Apple logo comes up.
If that still doesn't work, you can try this:
1. Launch the Settings app on your iPad.
2. In the left column, tap 'General'.
3. In the right column tap 'Storage * iCloud Usage'.
4. Under the first section (storage) tap 'Manage'.
5. Do you see Osmo Numbers listed there? If so, tap it.
6. Tap 'Delete App'.
If that doesn't work, could you try the following steps? They will reset the cache of the App Store, to hopefully reset the faulty download status of your app:
1. Open up the App Store.
2. Tap the 'Featured' button (a star) at the bottom of the screen 10 times in a row. This should make the screen go white for a few seconds while it says 'Loading' in the middle.
3. Once the App Store has reloaded, go back to the home screen and check if it's still shaded in the undownloaded state or if it's starting to download.
If that doesn't work, you can try this:
1. Launch the Settings app on your iPad.
2. On the left column, scroll down to iTunes & App Store and tap it.
3. Tap your current Apple ID at the top.
4. Tap 'Sign Out' in the popup menu that appears.
5. Sign back in with your Apple ID.
If none of the above helps, please contact us at support@playosmo.com so we can help troubleshoot.
What is the educational value of Osmo apps?
Osmo fosters learning in key areas such as creative problem solving, art, STEM (science, technology, engineering and mathematics) and Common Core. Specific skill sets associated with each app are:
1. Coding Awbie teaches logic and problem solving skills: https://www.playosmo.com/en/coding/
2. Coding Jam expands on the Osmo Coding Language, allowing players to explore advanced computational concepts: https://www.playosmo.com/en/coding-jam/
3. Masterpiece teaches drawing and creative confidence: https://www.playosmo.com/en/masterpiece/
4. Monster encourages creativity through narrative play: https://www.playosmo.com/en/monster/
5. Newton fosters creative problem solving skills: https://www.playosmo.com/en/newton/
6. Numbers teaches counting, addition and multiplication: https://www.playosmo.com/en/numbers/
7. Pizza Co. teaches math, money, fractions and nonverbal communication: https://www.playosmo.com/en/pizza-co/
8. Tangram fosters spatial relational skills: https://www.playosmo.com/en/tangram/
9. Words‌ teaches spelling and critical thinking skills: https://www.playosmo.com/en/words/.
How are Osmo games better than playing on touch screen?

Osmo games fire up multiple skill sets at once: spatial, interpersonal and motor skills. This is a far more nourishing experience than a simple touch-screen experience in which the player zones out while playing the game and often loses sight of the outside world. Also, kids aren’t hunched over when playing Osmo – it’s less time they spend sitting with poor posture. We're all about healthy screen time at Osmo!
Are Osmo apps safe for kids to use?

Yes, all of our apps are built with the utmost care for kids to use. We're proud to say that they are all certified by the kidSAFE® Seal Program, which is an independent certification service and seal program that reviews and certifies the safety practices of children-friendly websites and applications, including kid-targeted game sites, virtual worlds, social networks, PC and mobile apps, web-connected devices, and other similar online and interactive products. You can read a bit about the kidSAFE® program here. Links to the actual certifications below. Thanks, kidSAFE®!

Coding Awbie
Coding Duo
Coding Jam
Detective Agency
Disney Super Studio
Kaleidoscope
Little Genius Kit
Masterpiece
MindRacers
Monster
Newton
Numbers
Pizza Co
Tangram
Words
Does Osmo require Internet?

You don't need the internet to play most of the time. There are, however, times when you do need an internet connection such as:

1. When you are setting up your myOsmo account.
2. When you are downloading or updating your Osmo apps.
3. When you are syncing up your game progress in myOsmo.
4. When you are creating custom albums for the Words app or downloading other people's albums.
5. When you are using the search feature or the sharing feature in the Masterpiece app.
Where's the Osmo game menu?

If you tap the screen, the menu icon will appear in the top left corner.
How is progress saved in Osmo apps?

All Osmo apps save your progress. When you are playing any of our games, if you are connected to your myOsmo account in the app, your level is always saved. If you want to use another iPad, you can, and it will remember your level.
Why does Osmo need access to camera or other functionalities?

Osmo uses the iPad camera along with the red reflector to detect what the user is doing (with the pieces/drawings). Without access to the camera, Osmo can't see what pieces are in front of the iPad.
Can I play Osmo games with multiple folks in the same location?

Yes! All Osmo apps support multiple profiles, which allows different users on the same system to retain their progress individually. Please visit my.playosmo.com to create one or more profiles.
How do I switch to a different player profile?

To switch to a different player profile within any Osmo app, please tap the profile icon in the top right hand corner of any app, then tap 'Change Profile'.
Can I play Osmo games with folks in different locations?

No, Osmo is designed to bring people together, in the same room, around a single iPad. It's all about playing together beyond the screen.
How much memory do the Osmo apps need?

As is true about general use of iPads and Fire tablets, you'll have the best play experience if there is ample space on the device to run the open applications. If you experience sluggishness in your games, consider closing other open applications and restarting the Osmo app.

Memory requirements change slightly with every app release, but please note that approximately 200-500 MB is required for each Osmo app.
How do I opt out of in-app promotions?
Here are the steps you can use to opt out of Osmo app cross-promotions:
1. Sign into your account at my.playosmo.com.
2. Click on the 'Account' link on the left.
3. Click on the 'Games' link on the left.
4. Scroll down to the 'Recommendations' section of the page.
5. Check 'Disable Recommended Games' to turn off promotions.
What does the white circle with a hand waving in it mean?

You'll see this image after each round as a reminder to clear your pieces from the game surface. On to the next round!
What should I do if "Center your pieces" pops up on the screen?

If the game says “Center your pieces,” it means that your puzzle is close to the edge of Osmo’s field of vision. To fix this, slide your puzzle until it’s centered in front of the iPad.
There's no sound on this Osmo app; what can I do?

Oops! Can't hear the Osmo games? There are a few ways to enable/disable the sound in your iOS app.

Please first check the side switch (the slider on the top right of more recent iPads). If it is configured to mute and the orange is visible on the slider, then the sound is muted. Interestingly, not all apps respect this setting, so that can explain cases where only Osmo apps seem to be muted.

You can also, inside of any app, verify that the sound is turned on in software using the control center.

There should be a volume slider on control center. If that is up and the mute isn't turned on, you should be hearing sound.

If neither was the problem, you can try plugging in headphones to see if you can hear sound in Osmo apps as well as other apps.

We would also like to recommend this helpful troubleshooting guide:

http://iphonenosound.com/sound-and-speaker-has-stopped-working-on-ipad-how-to-fix/

Still have a question? Please contact us!