Support
How can we help?
Here you’ll find answers to the most common questions about your hologram and the Shelby Lights app. Still stuck? Just get in touch.
The app itself is in Dutch, so button names are given in Dutch with a translation.
Contact
We reply as soon as we can. Tell us which hologram it is (its name starts with X4) and what you’re seeing, so we can help you faster.
The app
What do you need?
The app works with a Shelby Lights hologram on the same Wi-Fi network as your phone. We give you the app when we install your hologram. New phone? Send us a message and we’ll help you.
The app can’t find my hologram
Check the following:
- Is the hologram switched on?
- Is your phone on the same Wi-Fi network as the hologram?
- iPhone: give the app access to the local network. The app asks for this the first time. Tapped “Don’t Allow”? Go to Settings> Shelby Lights and turn on Local Network.
- Android: allow Location (choose precise location) and, if your phone asks, Nearby devices. Android needs these to find the hologram on your Wi-Fi. Said no earlier? Go to Settings> Apps> Shelby Lights> Permissions.
Still can’t find it? Switch the hologram off and on again and try once more.
Which hologram is mine?
In the list, every hologram is first called “X4”. After you connect for the first time, the app remembers its full name, for example “X4~8owm4nRd1”. Have more than one? Connect to each hologram once, and from then on you’ll see each one with its own name.
Play a visual or put it on repeat
Tap a visual to play it now. The hologram then simply carries on with the rest of the list.
Tap the same visual again and it stays on repeat. The other visuals are skipped, but they’re still on the hologram. Tap another visual to switch.
Put your own photo or video on the hologram
In the app, tap Visual toevoegen (Add a visual) and choose a photo or a video of up to two minutes. The app converts your image to the hologram’s format and then sends it.
Keep the app open until it’s finished; your screen stays on in the meantime. If the connection drops, you go back to the list. Choose your hologram again and add the visual once more.
Tip: a dark or black background works best. Black is invisible on the hologram, so your image really seems to float.
The app says the hologram is full
First delete a visual you no longer use, then try again.
The connection has dropped
If the connection drops, the app goes back to the list of holograms. Choose your hologram again to reconnect. If that doesn’t work, check that the hologram is still on and that your phone is still on the same Wi-Fi.
The image looks wrong or the hologram is acting strangely
Switch the hologram off, wait until the blades have stopped completely and switch it back on. If that doesn’t help, send us a message, ideally with a short video or photo of what you’re seeing.
Safety
The blades spin very fast, so always follow these rules:
- Never switch the hologram on without the protective cover in place.
- Never touch it while it’s spinning. Switch it off and wait until the blades have stopped.
- Never leave it running unattended. Only keep it on when someone in the room can see it and switch it off straight away.
- Switch it off when your shop is closed, when nobody is at home and when everyone is asleep.
- Unplug it before you clean it or move it aside, because someone else can switch it on through the app. Actually moving it or opening the cover is something we do.
- Cover damaged or loose, a strange noise, a burning smell or very hot? Switch it off, unplug it and send us a message.
Rental and terms
Something broken? Switch the hologram off and let us know straight away, preferably with a photo or short video on WhatsApp. If it’s a defect or wear and tear, we repair or replace it at no cost. If something went wrong in how it was used, you pay for the damage; we always look at it together first. You can cancel at any time: the rental stops at the end of the month you have already paid for.
Everything we agree is in the general rental terms, also as a PDF. The Dutch version is the binding one.
Privacy
The app needs no account and collects nothing. It only talks to your hologram over your Wi-Fi. Read more in our privacy policy.
The app is made by Sander & Sander Co. B.V., Hoefblad 42, 4102 JR Culemborg, the Netherlands.