Welcome to Orient BlackSwan Support!
We are glad to help! Get in touch with us using any of the following means.
040-24092696
customercare@orientblackswan.com
Useful Resources
- Get step-by-step guidance on how to install the Orient BlackSwan Smart App.
- Ensure that you have the latest version of the the app.
- Check our frequently asked questions section for answers to most common questions.
Using the Orient BlackSwan Smart App
Frequently Asked Questions
Perhaps these may help before you reach out to us.
Orient BlackSwan Smart App Orient BlackSwan app
IMPORTANT NOTICE: As of 1st October 2020, we have discontinued the use of the older Orient BlackSwan app. Step-by-step instructions on how to migrate your books from the older app to the new Orient BlackSwan Smart App have been provided in the migration page.
Please ensure that you are using the latest version of the app from the Google Play Store. Please click here to update. This will resolve most of the issues as we are constantly improving the app's functionality.
I am having issues with:
Registering/Signing in Redeeming/Purchasing books Using books The Store Augmented Reality features QR scans Migrating from the older Orient BlackSwan app
Registering/Signing in Redeeming/Purchasing books Using books The Store Augmented Reality features QR scans Migrating from the older Orient BlackSwan app
Registering / Signing in
I am unable to sign in to the app.
If this happens:
- Please check that you are connected to the Internet. Connectivity issues could prevent you from signing in.
- Please try the "Forgot Password" link. For this to work, type your email address in the "Email address" field and then click on the "Forgot Password" link. You will get a link in your email inbox to reset your password and you can login using that.
When I open the app I do not see all the books that I purchased/redeemed. What should I do?
This could happen due to network connectivity issues or if your device ran out of space. Please do the following:
- Ensure that you are connected to the Internet.
- Check if you have enough storage space on your device. If not, clear files/apps that you do not need to make space.
- Sign out of the app and sign in with the same credentials to restore all your books.
On selecting Facebook Login, it does not prompt me for a password. Why?
Facebook logins are based on the current logged in Facebook account on your device. If your device does not use Facebook accounts, it will prompt you to sign-in to those accounts first. You need not set separate passwords for the Orient BlackSwan Smart App then.
Are email-based sign-in and Facebook login the same?
No, email-based login and Facebook login are two different ways to register on the app. If you have registered using an email and redeemed/purchased books, you will have to sign-in using the same email using the email-based login.
Switching to Facebook login will create a new account and your books will not be available in that account.
Switching to Facebook login will create a new account and your books will not be available in that account.
I am a registered teacher on the Orient BlackSwan Teachers' Portal. Can I use the same account in the Orient BlackSwan Smart App or should I register again?
You will have to register again for using the Orient BlackSwan Smart App.
What are the supported devices?
Android phones and tablets: Android version 4.4 or above with RAM of at least 1 GB.
Getting Books
Where can I find the access code to redeem the digital content for the book I have purchased?
The licence code to download the Orient BlackSwan Smart App is typically found in the front-inner cover of the printed book.
Are the licence codes case-sensitive? Do I need to type in the hyphens too, if they are there in the code?
The licence codes are not case-sensitive. You can type in uppercase or lowercase or a combination of both. There is no need to type hyphens.
I have redeemed a code but the book is not appearing on my bookshelf. What should I do?
Upon redemption, if you get a confirmation that you have successfully redeemed a book, the book will be added to your "My Books" page. Depending on the internet connection speed, it may take a few minutes to appear on your "My Books" page.
If you do not get a note or if you do not receive the book after 15 minutes or so, please reach out to us at customercare@orientblackswan.com with
- the licence code you used,
- the error you got, and
- the book you are trying to redeem.
Using Books
How do I access the digital assets of the book I have purchased or redeemed?
Please download the Android app on the device from which you want to access the book. Once downloaded, sign-in to the app using the same credentials that you used at the time of registration. The book(s) icon will appear on the "My Books" page. Click on the book cover to start using it.
How can I get updates, if any, to my book?
Any update to your books will be visible with a green "Update" icon on the book cover. Clicking on the icon will update your book to the latest version.
Are the books available permanently on my device?
All the books that are redeemed typically expire in one year. This may vary for some books though. Books you purchase may also have an expiry period that will be notified at the time of purchase.
How can I delete a book to free up space on my device?
The option to delete a book has not been provided because users may accidentally remove them and they may not be able to redeem them again using the license code. You can however delete all assets within the book to clear up space by clicking on the delete icon next to the asset if they have already been downloaded. These assets can always be re-downloaded as long as you have access to the book. The book itself takes up only a very negligible amount of space on your device.
Do I need an Internet connection all the time to use the app?
If you have downloaded all the assets to your device, you do not need an active Internet connection to view them. The app works completely offline then.
Store
The store does not display any books for me to purchase.
To make the process of purchase simpler, the store makes it mandatory for you to select the class and the series before you see the books. Click on the class for which you want to purchase the book and the series that you are using and then click on "Filter". If the series has a book/chapters for the chosen class, it will be displayed.
If the store displays no books in the "Series" list, please update the app to the latest version on the Google Play Store. If you are running the latest version, sign out of the app and sign in again using the same credentials. If the issue persists, please write to customercare@orientblackswan.com.
If the store displays no books in the "Series" list, please update the app to the latest version on the Google Play Store. If you are running the latest version, sign out of the app and sign in again using the same credentials. If the issue persists, please write to customercare@orientblackswan.com.
I purchased/redeemed a book but it is still not visible on my bookshelf. What should I do?
Ideally the book icon will appear as soon as you purchase the book. In case it doesn't appear, please sign out of the app and sign in again. This should synchronize all the books linked to your account onto your device.
Augmented Reality (AR)
How do I know if the book I am using is AR-enabled?
Currently four of our series are AR-enabled: Gul Mohar 9th Edition Readers (Classes 1-8), digITal Journey (Classes 1-8), digITal Cruise (Classes 1-8) and digITal Flight (Classes 1-8). If you have redeemed these books using the licence keys printed on the inside-front cover of the book, you will be able to access the AR experiences.
Augmented reality button shows a message that says "We are upgrading..." and does not open.
Please update the Orient BlackSwan Smart App to the latest version on the Google Play Store. The Augmented Reality feature has been enabled since version 12 as on 3rd July 2020.
The AR feature also requires permission to use your device's camera. Please make sure that you allow access to your camera when prompted.
The AR feature also requires permission to use your device's camera. Please make sure that you allow access to your camera when prompted.
I have an AR-enabled book but the AR camera is not able to scan it.
It is necessary for you to redeem the book that you use within the Orient BlackSwan Smart App for the AR (and QR) features to work. Please use the licence code in the inner front cover to redeem the book before trying to scan AR.
The AR camera takes too long to open.
The AR feature loads all the 3D models when you tap on the Augmented Reality button. Depending on how many AR-enabled books that you have this may take anywhere between 5 seconds and 45 seconds.
I am scanning a page with the AR marker but no object is visible.
Please make sure that the entire page is visible within your camera screen. This is essential for AR to work. Make sure the page is well-lit. Also, when you are viewing an AR experience, do not take the camera too close to the page.
I clicked on an annotation within the AR experience but am not able to view other annotation markers.
Click on the Close icon at the top right of each annotation. You can also click on the annotation marker itself to close it and bring back other annotation markers.
QR Codes
The QR camera is not opening.
The QR camera requires permission to your device's camera. When prompted please make sure that you grant the permission to access your camera.
I am not able to scan any QR code.
QR scan depends on the quality of the camera, lighting conditions, condition of the paper and many such factors. However, all assets that are scanned via the QR codes are also available as regular content within the books.
Migrating from the older Orient BlackSwan app
What should I do to migrate from the older Orient BlackSwan app?
Please see this migration page for exact, step-by-step instructions on what you need to do. In most cases, this process is entirely automatic.
I am not seeing all the content that I had access to in the older app.
The content is being migrated from the older app to the new Orient BlackSwan Smart app. While this migration is complete for most of the titles, certain titles may only show a few chapters as these are in the process of migration. As soon as all chapters are migrated, you will see an "Updates available" option on the book cover in the "My Books" page and will be able to update to include all the chapters.