FAQ

What kind of game is Shop n’ Seek?

Shop n’ Seek is an Augmented Reality (AR) game that features your favorite Shopkins characters.

How do I play?

This game is designed to let the player find virtual Shopkins and build a collection. To discover new Shopkins, the player has to move around in the environment by actually moving themselves in the real world. Their movement is the controller. A “hot and cold” thermometer lets the user know when they are near an item to collect. To collect an item, the user must tap the object on the screen. These items include giftboxes, which contain Shopkins, and coins, which the player can use to make in game purchases. Once they’ve found some Shopkins, the player can place them in augmented reality by selecting the Play section from the Menu. Once entering the Play section, the user must place the Toybox in AR, then drag the Shopkin onto the nearby surface (for example, the table or floor). To play with a Shopkin, the user just taps on the Shopkin and then selects the action (the buttons at the top) to begin the animation.

Can I play Shop n’ Seek without an internet connection?

No, an internet connection is required to play the game. This is not a game that can be played off line, so the user must allow for data usage if they are playing outside of an area with WiFi.

Is there a limit to how many Shopkins I pull out of the Toybox?

There is no limit to how many Shopkins a user can place in AR. However, the amount of surface area available will impact the performance, as the Shopkins can collide with one another and might get knocked off the surface. If this happens, the Shopkin will be returned to the stage area in front of the Toybox.

I tried to place a Shopkin on the surface and it looked like it was falling and disappeared? What happened to it?

If Shop n’ Seek isn’t able to detect a surface, or if the Shopkin is knocked off a surface by one of the other Shopkins, the Shopkin might “fall”. If this happens, the Shopkin will be returned to the stage area in front of the Toybox, where the user can drag it back onto a surface and resume playing.

What about safety?

Shop n’ Seek works best if the user has a large amount of clear space (like a park) that they can move around without obstacles or safety hazards. Users should be aware of their surroundings and avoid playing in areas that aren’t appropriate. As with any mobile app, Shop n’ Seek should not be played if the user is driving. For the best experience, parents should guide and supervise their children’s use of the product, including where to play and how to use a mobile phone app safely. To help remind players of the risks and to encourage everyone to play safely, the Shop n’ Seek app cautions users about safety and awareness each time it is started.

How old do you have to be to play?

People of all ages can play the game.

What about privacy? Does Shop n’ Seek collect my information and sell it to third parties? Does Shop n’ Seek sell or provide the children’s information to third parties?

Shop n’ Seek collects information in order to operate the game and to optimize and improve our products and services. Shop n’ Seek does not knowingly collect any personally identifiable information from children outside of the information required for the support of internal operations. Shop n’ Seek does not sell any adult’s or child’s user information to third parties.

I made a purchase and nothing happened?

You can try the following workaround:

• Restart the app from your device.
• Restart your device.
• Do not uninstall the app, because our in-app purchases are not restorable as they are consumables.
• If none of these methods work, please contact us at support@shopkinsgame.com and we will be able to assist you if you are able to provide the Recovery Token found in More Information, accessible from Settings.

My child made purchase without my permission. How do I get refund?

Unfortunately, we cannot refund you directly, only Apple can. Please contact iTunes Support to request your refund.
Please know that Shop n’ Seek cannot bypass your security/password requirements and that it may be necessary to update your password if unauthorized purchases are being made. Contact Apple if you have further concerns or questions about your password security.

How do I prevent my child from making a purchase?

1. Go to Settings and tap Screen Time.
2. Tap Content & Privacy Restrictions. If asked, enter your passcode.
3. Tap iTunes & App Store Purchases.
4. Choose a setting and set to Don't Allow.

My game isn’t working!

An internet connection is needed to play the game, the stronger the better. After checking that you are online, please try restarting the game. If that doesn’t work, you can try to “Restore data” (from Settings)

What if I delete my app? Will it remove everything? What if I want to start up again? Will it keep my collection?

If you delete the app, everything you had collected and earned will be deleted as well. The exception to this is if you connected the app through Apple’s Game Center. If you already have Game Center connected on your phone, Shop n’ Seek will automatically connect to it and keep your collection information if you do happen to delete the app. If you encounter any issues with your account, please contact us at support@shopkinsgame.com. We will be able to assist you if you are able to provide the Recovery Token found in More Information, accessible from Settings.

What devices are supported?

At this time, Shop n’ Seek is available only on iOS. The device must be an iPhone SE or higher, with iOS version 12 or higher. We are working to release an Android version soon, but at this time Shop n’ Seek can only be played on iPhones and iPads.