Frequently Asked Questions (FAQs)
Frequently Asked Questions
Hologram Totem
My Totem isn't turning on and the app isn't working? How do I properly assemble the totem & make sure its used correctly & safely?
Our totem is a totally custom product please do read and watch the tutorial videos https://hellototem.shop/pages/how-to & https://hellototem.shop/pages/troubleshooting
What is your return policy?
Our return and shipping policy will be in this link https://hellototem.shop/pages/refund-policy
How does the Hologram Hello Totem work?
Our Hologram Hello Totem utilizes a LED fan enclosed in a protective case which creates the illusion of 3D or holographic visuals.
After assembly of the Hologram Totem with a few easy steps, simply plug the USB power into the fan and you will see the graphics appear in a matter of seconds. You can use the remote to change the graphics, and use your phone to upload graphics directly to the device. There are already pre-uploaded graphics in the Hello Totem so anyone can put it to use immediately after purchase. Also be sure to check out our graphics library.
Is the mobile app for graphics transfers fully compatible with both iOS and Android devices?
Please Note: Our official Hello Totem mobile app is still in development. For now, we offer a beta app which will allow you to perform all of the activities necessary to operate your totem.
The mobile app currently is only fully supported for iPhone devices. Some android devices may or may not work. Keep in mind the mobile app is only needed for graphics transfers as only the remote (included in every totem purchase) is needed to actually use the totem. Desktop support coming soon
Please see the guidelines before using the app https://hellototem.shop/pages/troubleshooting
My totem isn't turning on! Please help!
Because our battery is brand new, it needs to build a charge for the first initial power ups. To do this, please insert, remove, and then insert the USB plug in quickly. There is a guide on this on the second page of our How To / User Manual.
How do I get good recordings of the graphics on my totem at an event without flickering?
It is helpful to turn your brightness down to a lower setting and record using the Instagram app. If you're recording on your phone without an app, try recording at a lower frame rate (we recommend 30fps or 24fps on iPhone) and 0.5x (ultra-wide view). Try moving your camera toward and away the fan until you find the perfect distance. Another tip is using recording using Instagram's story camera.
The mobile app is unable to connect to my fan/wi-fi? Or Mobile app freezing when transferring over graphics.
The fan must be powered on and running when connecting to the Wi-Fi fan signal. Please also close and restart the app as well as turning off fan and powering back on!
Can I upload my own graphics?
Yes, you can upload your own graphics, photos, and videos directly from your phone using the smart app. As long as they are in .mp4 format or in picture format it will work.
How do I loop my graphics?
Please use the remote and it should be the button in the middle with a Loop and the number "1".
How do I assemble the Hologram Hello Totem®?
Assembling the Hello Totem is very easy and we have made a video tutorial on how you can assemble it. For the Neon Totems click here.
How long does the battery run for?
Fully charged, each portable battery lasts up to 2-3 hours depending on type of graphics and brightness settings.
Do I need to download an app to use my Hologram Hello Totem®?
You can actually start using the Hologram Hello Totem® right away without downloading the app. All you need is our portable handheld remote to choose any of our pre-uploaded graphics. It is highly recommended to still download the app to take advantage of uploading your own custom graphics.
Where can I download the Hello Totem Smart App?
We are currently in production of our official Hello Totem Smart App (still in beta testing but almost complete). Please use our temporary beta application in the time being. Please see our Hello Totem User Manual.
How do I connect the app to my totem?
Please refer to the Hello Totem User Manual for instructions on how to download and connect our temporary Beta app to your totem.
How do I charge my Hello Totem?
The totem gets its power source from our hand grip battery. The hand grip battery can be charged via USB-C. There is a battery block provided along with cable to charge the batteries specifically.
Can I purchase a backup battery?
Yes, you are able to purchase extra backup batteries separately! We recommend bringing two to three for a full night of fun.
Can the portable battery charge other devices?
The portable battery is able to act as a powerbank for any device that utilizes a USB Plug such as your smart phones, tablets, camera batteries, you name it :)
What is the best way to store my totem?
The best way to store the totem is in the original packaging of the box in a cool dark area when not in use. It is also highly advised to store the actual 3D hologram fan in a padded sleeve.
Is my Hello Totem waterproof?
The Hello Totem is NOT waterproof. However, it is shown that it can withstand heavy rain for hours since the fan is in a protective lid. But, it is highly advised to not operate this under rainy conditions since moisture can damage the stick and the battery. The same goes for snowy and windy conditions.
What are recommended settings for the Hologram Hello Totem®?
Recommended settings are using a Medium brightness level for the totem. Low brightness will increase the length of the battery. A Medium brightness is actually the best for displaying graphics as well as preserving a long battery life for when in use. Since the device runs on a battery, it is also a good idea to power off the totem when not in use. It is also best to use the Hello Totem when it is dark at night.
How many graphics can I upload?
As of now you are able to have around 50 graphics for the Hello Totem.
How do you guys have super cool and creative graphics?
We customize and play around a lot with our graphics. From custom memes, to cool dancing holograms, you name it. Our team is made up of creatives and festival-goers so we know what we like. Be sure to check out our graphics library! Email us at support@hellototem.shop if you need help creating or uploading graphics.
Scroll to the bottom of this page for Hologram Totem Troubleshooting FAQ or go to this link: https://hellototem.shop/pages/troubleshooting .
Shipping
Do you ship internationally?
Yes.
How long does shipping take?
All orders are shipped within 24 hours of order via ground shipping in the U.S. Shipping typically takes around 5-10 days in the U.S.
How do I track my order?
You will receive a tracking number within 1 business day to your email upon purchase.
What happens if my package gets lost / stolen?
We highly recommend selecting the shipping option which requires signature upon delivery. We are not responsible for any lost or stolen packages.
Returns
What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
For damaged products, please contact us directly as we offer a repair service.
To start your refund please email us at support@hellototem.shop
For more information, refer to our Refund Policy Page below.
https://hellototem.shop/policies/refund-policy
Orders
What payment methods do you accept?
All major credit cards.
Can I cancel my order?
You can cancel your order within 24 hours by emailing support@hellototem.shop with subject line “Return”.
Is there a warranty?
There is a 45 day warranty. If you are experiencing issues with your totem, direct message us on Instagram or email us at support@hellototem.shop. We offer replacement parts as well as repair services. Depending on the issue, it may be of little or no charge to you.
Will paying with Affirm hurt my credit score?
No, Affirm will not affect your credit score since it is not a hard inquiry.
Affiliates/Content Creators
Do you have an Affiliate/Content Creator program?
Yes. There are many opportunities to work with Hello Totem as an Affiliate Marketer or Content Creator. Please direct message us on Instagram or email us at hellototemllc@gmail.com with the subject line "Collaborate".
Troubleshooting Hologram Totem
Why is my graphic not transferring?
If your graphic is not transferring, you may have to reset the app and try again. Make sure you stay on a strong WiFi network during the transfer. Another reason why your graphic is not transferring is because the file format is too poor or incompatible with our App. Please refer to our How To / User Manual for proper file uploading formats.
My graphic freezes when I play a certain graphic?
Please make sure you have the brightness at a default Medium setting and try the image again. Too bright of a setting on certain images will cause freezing. Unplugging the battery from the totem will reset the graphics. The graphic may be freezing because the format is incompatible with the fan. Try deleting and re-uploading the graphic in the proper format.
Why did my totem shut off out of nowhere?
You most likely ran out of battery power. Recharge your handgrip battery or swap out for another fully-charged one.