Support
Help for customers using the FunFactor Labs app and for venues using the platform.
Contact support
For app users
How do I add money to my wallet?
Recharge at your venue's counter, or buy a plan or recharge in the app.
Scan & Play did not start the game. Was I charged?
No. If the machine cannot be reached, the payment is refused before any money is taken. Check your play history in the app; if you see a charge for a game that did not start, contact the venue.
Phone tap on the reader does not work.
Phone tap on the reader works on Android phones with NFC turned on. Keep the app allowed to run in the background. On iPhone, use the NFC sticker or the QR code.
I lost my RFID card.
Ask the venue counter. Staff can link a new card to your account and your balance stays with you.
I did not get my booking e-mail.
Check the spam folder. The ticket link in the e-mail opens without a login; the venue can resend it.
How do I get my bill?
If your venue sends bills by SMS, open the link, or go to app.funfactorlabs.com/bill and verify your mobile number with an OTP.
For venues
Sign in
Venue staff and owners sign in at app.funfactorlabs.com or in the app with their staff account. Lost two-step sign-in? Ask your venue administrator or contact us to reset it.
Set up your counter PC
The Counter PC app connects your thermal printer and card reader. Download the Counter PC installer (Windows). After installing, approve the PC from your dashboard; it then updates itself.
Need help with a terminal?
The light on each terminal shows its status: red for no WiFi, yellow for no connection to our service, blue for waiting for prices, rainbow for ready. Call us with the machine name if it stays red or yellow.
Read our privacy policy and terms of service.