Hearing Code Word: Squirrel on your Toniebox 2 or Toniebox Lite? No worries, that fluffy-tailed troublemaker usually just means one of three things that are easy to fix:
- First, a Creative Tonie can't play properly because it is locked to another Household.
- Second, your Toniebox is the culprit and its current settings are blocking Creative Tonies from other Households from being played on your Toniebox.
- Lastly, your Toniebox hasn't actually been assigned to your Household yet.
Let's get this sorted! Click into the section below that matches your situation. 🐿️
This happens when a Creative Tonie has been locked so it only plays within a specific Household.
Here's how to fix it:
If the Creative Tonie is yours:
Go to the tonies® app > select mine > scroll to the Tonies section > find the Creative Tonie you are having the issue with > Scroll down and select Advanced Settings > finally toggle "Play only in this household" to OFF to ensure this Tonie is unlocked to play on any Toniebox, in any account.
If the Creative Tonie is pre-owned or belongs to someone else:
In this case, we are unable to assist – tonies® cannot unlock any Tonie or Toniebox if it is registered to another Household due to data protection. As such, you will need to contact the previous/current owner and have them unlock the Creative Tonie using the steps listed above. ⬆️
Sometimes families like to share Creative Tonies with family members in other Households. If this is the case for you, make sure the Creative Tonie is not locked to their Household (see the above section ⬆️).
If the Creative Tonie is unlocked but registered to another home, your friend or family member will need to make sure the ability to play Creative Tonies from other Households is activated.
Here's how to do this:
- Open the tonies® app.
- Tap your profile in the upper-right corner, then select Household.
- Next to My Household, tap the button with lines and dots.
- Make sure Play Creative Tonies from other accounts is switched ON.
That's it. You're good to go!
If your Toniebox is not visible in the tonies® app, this just means that it is not currently connected to your Household. To add the Toniebox to your Household, follow these steps:
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Log in to your account on the tonies® app and click mine. Look for the Tonieboxes section, where all Tonieboxes registered to your account should be displayed with the relevant colour and the name you gave it.
- If it is not, your Toniebox needs to be added to this account. Click '+' to add it to your Household.
- Here, a screen will appear asking you which version of the Toniebox you are adding to your account. Select the appropriate device and proceed with setup as instructed.
- Head back to the mine section of the tonies® app and make sure the Toniebox is now visible.
- Once it is, you can place the Creative Tonie back on the Toniebox and everything should work normally.
We hope this helps get rid of that cheeky Squirrel. If you are still running into any issues, send us a message and make sure to include your Toniebox ID; we'll take a closer look.