Help!

If your question remains unanswered, please reach out to us at info@booksandmagic.com, or use the “contact us”-function in the app and we will get back to you as soon as possible.

What is the recommended age?

We recommend the app and the games to children from the age of 5 years and up. All games have been carefully made with increasing difficulty for every completed level, so that there is also an in-built challenge for the older children. There is no upper age limit. The fairy tale is Hans Christian Andersen’s original, so while the younger children will need help for reading the text aloud, older children will be able to enjoy the story in the Danish, English and German versions themselves.

Can I avoid giving access to the camera?

Without access to the camera, the app will not be able to recognize the illustrations in the book. The camera is essential for the app to work.

My app will not recognize the illustrations in the book?

Try and close down the app and give it a restart. Read more here:  How to close and restart?

My app doesn’t show a camera feed?

First check that you have allowed the app access to the camera.

If the app already has access to the camera, try and close the app and restart. Read more here: How to close and restart?

How to close and restart?

Close the app down by:
iOS (iPhone or iPad)

  1. press the “Home” button once to return to the start screen
  2. press the “Home” button twice quickly
  3. draw the Mermaid app out at the top of the screen
  4. press the “Home” button once to return to the start screen
  5. press the Mermaid app icon to restart the app.

Android (phone or tablet)
Closing down and restarting depends on the Android version. Below is one method. If it doesn’t work, we recommend that you google “shut down app” + the model of your phone/tablet.

  1. press the left “change app” button
  2. draw the Mermaid app out of the screen
  3. press the “Home” button to return
  4. press the Mermaid app icon to restart.

Can I use the key at the front of the book more than once?

There is no limit for how many times the key can be used. You can even use the key with multiple apps at the same time. The key unlocks the app, but only the app that used the key the last keeps the access for the next restart. So, if you’re using the same phone or tablet you will seldom need to scan the key again, but if you’re switching devices, you will need the key to confirm and register again. In order to register, you need online access to the internet.

I get an error when trying to register the key?

Every key is a unique code, which is automatically registered through the camera and sent to our server for validation. This is why you need online access to register. If there was an error connecting, a pop up message explaining the error will occur.

Error message:
“An SSL error has occurred and a secure connection to the server cannot be made.”
This means that the server failed to establish a secure, encripted connection on the network the device is currently connected to. Solution: Try again on another network that you would normally use to buy online or the like.