How can we help you?

Customer Support

Hours: 9 am to 5 pm Pacific Time‍
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🎄 December update: We are experiencing a high volume of support requests at the moment. Please expect up to 2 hours before you get a response.

Support team will prioritize helping customers who run into setup or "show-stopper" issues, e.g. unable to play any game. Any case that require a replacement unit or parts will only be handled before Dec 18 or after Dec 28.

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Recommendations:

Got a shipment delay with TikTok Shop? See this post.
Set up Playground in advance if you haven't already.
Lost your remote control? You can purchase a replacement here.
To reduce back-and-forth, provide all the details in one go when you reach out, e.g. what is not working, what have you tried already, include video/photos as much as possible.
Avoid sending multiple messages as that will slow down our response time.
If you need a replacement, have your original proof of purchase or gift receipt ready.
Something not working? Try our trouble-shooting tool ↗︎

Live Chat
Email: hello@nexplayground.com
Facebook

Ways to reach us:

Frequently Asked Questions

How can I turn off auto-renew for my Play Pass?

Please see: How do I cancel auto-renew for Play Pass?

You can check your Play Pass status and when it is due for renewal by going to Top Menu > Play Pass on Nex Playground. You will receive a reminder email 3 days before your renewal date.

Note: Play Pass purchased from Amazon or retailers are one-time Play Passes and they don't auto-renew.

How do I setup Playground for the first time?

Please see: How do I setup Playground for the first time?

Can I cancel the Play Pass and get a refund?

Yes, you can, if it is your first purchase of any Play Pass and you purchased it directly from Nex. Within 7 days of activation of such Play Pass, you can cancel it and get a full refund by contacting customer support. After 7 days, there will be no refund after cancellation and your access to the full catalog will end on the original renewal date.

Play Pass purchased from Amazon or retailers are not refundable due to their policies.

When does the time on 3-Month or 12-Month start counting on Play Pass?

The time on any Play Pass won’t start counting until you activate it on Nex Playground, that means you will not lose any time on it when you buy it in advance from Nex Playground website or from retailers, which gives you an activation code.

The Play Pass bought directly via Playground does not involve any activation code and it will activate immediately.

How long does it take to get my Play Pass activation code?

Code delivery typically takes 30 minutes or less after purchase on Nex Playground website, see this help article if you have not received your activation code after 60 minutes.

Play Pass purchased from Amazon may take up to 48 hours for code delivery.

If you already have Nex Playground unboxed, buying Play Pass directly on your Nex Playground by scanning the on-screen QR code will give you instant access, without needing an activation code.

I am not seeing the new games on my Nex Playground

Please see: I am not seeing the latest game release/not receiving game updates on my Playground ↗︎

How does it work with my TV setup (fireplace, console, etc.)?

For optimal performance, please place Playground right in front or below your TV and make sure that it is centered with your TV.

We recommend placing the Playground close to the edge so that the camera can see as much as possible, as the device’s camera should be able to see your body. The current recommended device height is between 15-60 inches.

You can also email us a photo of your play space and our support team can advise whether it is suitable.