If something goes wrong

Most problems are small and can be fixed. Find the message you see below.

“We couldn’t open your saved data”

Your children’s progress is still stored on the device. Nothing has been deleted.

1. Tap Try again.
2. If it still does not open, close every other TimesHero window or tab, restart the browser and try again.
3. If it keeps failing, write to us at support@fmbuilt.dev before you do anything else.

The screen also has a Start fresh button. It starts an empty app. The old data is kept aside on the device and is not deleted, but you will not see it in the app. Please write to us first, in case we can help.

“TimesHero is already open in another window”

Close the other TimesHero window or tab, then tap Try again. Using two at once could mix up progress.

A tablet says “Ask a parent to renew the pass”

This means the family’s pass was refunded. The free tables 1, 2 and 5 still work, and your child’s progress is safe.

On the parent phone:

1. Open the Parent Dashboard. A box says This pass was refunded, so paid features are locked.
2. Tap Buy again and follow Buy the pass.

After a new purchase, the parent phone moves your tablets to the new pass by itself. The tablet is unlocked the next time it connects to the internet.

A tablet is still locked after you bought again

If the tablet stays locked after a refund and a new purchase, it shows an Enter a new pairing code button next to the note.

1. On the parent phone, open Settings and find Family Devices.
2. Tap + Link Device for your child’s name. A 6-digit code appears.
3. On the tablet, tap Enter a new pairing code.
4. Type the code and tap Connect.

Your child’s profile and progress stay on the tablet.

“Connect to the internet to confirm your pass”

TimesHero checks your pass with our service from time to time. If a phone or tablet has not been able to check for 30 days, it shows this message. Paid features pause. Tables 1, 2 and 5 still work.

1. Connect the device to the internet.
2. Open TimesHero and wait a moment.

The pass is confirmed and paid features come back. Nothing is deleted.

“We couldn’t confirm your license just now”

This shows on the Parent Dashboard. Your data is safe on the device. Check your internet connection. If it does not go away, open Settings and enter your license key again.

“This tablet needs to be re-linked. Ask a parent.”

On the parent phone, open Settings, find Family Devices, and tap Reset link next to the tablet. Then open TimesHero on the tablet within 24 hours. If that does not help, tap Unlink Device and link the tablet again with a new code. See Link your child’s tablet.

Something went wrong on a screen

Tap Reload, or Back to the map. If it keeps happening, tap Copy details and send the text to support@fmbuilt.dev. The details do not contain names, PINs or license keys.

A live battle will not start

• We couldn’t find that battle. The code is wrong or has run out. Ask your friend for a new room.
• This battle is full. Two players have already joined.
• Live battles are resting. Try a battle against the computer. See Live battles.

Still stuck?

Write to us: Contact us.