Information desk
Support
Something not working in the museum? Most problems are solved below. If not, write to us at support@museumoftheimpossible.tv.
Joining the game
How do players join?
- Connect the phone to the same home Wi‑Fi as the Apple TV.
- In the lobby, point the phone camera at the QR code on the TV.
- Or type the address shown under the QR code into the phone's browser.
No app or account is needed — iPhone and Android browsers both work.
The phone can't open the game page
The phone talks to the Apple TV directly over your home network, so both must be on the same network:
- Make sure the phone is on your home Wi‑Fi, not a guest network or mobile data.
- Turn off client (AP) isolation in your router settings — it stops devices on the network from seeing each other. Hotel, office and public Wi‑Fi often have it on.
- If the phone uses a VPN, pause it while you play.
The camera doesn't react to the QR code
Open the regular camera app and hold the phone so the whole code fits in the frame, about an arm's length from the TV. If that still doesn't work, type the address shown under the QR code into the browser.
Someone took a call — how do they get back?
Just reopen the same browser tab, or scan the QR code again on the same phone. The player returns to the match with their name, avatar and points. If the game is open in two tabs, the newer tab takes over; press “Continue here” to switch back.
A friend arrived after the match started
They can join the room and will play from the next match. After a match, the host can return everyone to the lobby without a new QR code.
Playing
How many people can play?
From 1 to 16 players in one room. Each player picks a unique avatar out of 20.
There is no sound
Check the TV volume and the Apple TV audio output, then open the game's Settings and make sure Music and Voice and sounds are on.
Which devices are supported?
Apple TV HD or Apple TV 4K with tvOS 26 or later. Players use any modern phone browser: Safari on iPhone (iOS 16 or later) or Chrome on Android.
Is it suitable for kids?
Yes. The humor is light and never humiliating, and the Young Director hall is made for ages 7–12 with more time to answer.
Subscription
What is free and what needs a subscription?
The No Way! hall is free. A subscription opens all five halls: $4.99 a month or $29.99 a year (US prices), with a 3-day free trial. Family Sharing is on, so one subscription covers your household.
How do I cancel?
On the Apple TV open Settings → Users and Accounts → Subscriptions. You can also manage it on iPhone in Settings → your name → Subscriptions. The subscription stays active until the end of the paid period.
I bought a subscription but the halls are still locked
On the subscription screen choose “Restore Purchases”. Make sure the Apple TV is signed in to the Apple Account that made the purchase, or one in the same Family Sharing group.
How do I get a refund?
Purchases are handled by Apple. Request a refund at reportaproblem.apple.com.
Still stuck?
Write to support@museumoftheimpossible.tv. Tell us your Apple TV model, the phone and browser, and what you see on screen — a photo helps a lot.