If the 3D model you've uploaded to MyWebAR appears black, please make sure that you have at least one light source on the scene. If you're not sure how to set up light sources, you can simply create a new project and it will include one directional and one ambient light source by default.

If you have active light sources on the scene but your model still appears black, this might be caused by compatibility issues or missing textures.

.glb is the most compatible and optimal file format for webAR. It allows to avoid compatibility issues, as it bundles all textures, materials, mesh data and animation tracks into a single file.

If your model doesn't have any issues in the 3D software but appears black in MyWebAR, please try to export it directly into the .glb format to see if it helps.

When you upload a 3D model to MyWebAR it's automatically assigned the Play 3D Animation On Start action, which makes it play the default animation track (index 0) as soon as the experience is launched.

If the animation is not played please make sure that your 3D model has a Play 3D Animation On Start or Play 3D Animation On Click action assigned to it. You can do this by selecting your model on the left panel of the editor, then checking the right panel to see if there are any actions.

If the Play 3D Animation action exists, but the animation still isn't played, make sure that the animation wasn't lost during the export from your 3D software. You can use a third-party online tool to check if your model includes any animations: https://gltf-viewer.donmccurdy.com/

High resolution videos might not be supported by all devices and browsers.

We recommend using 720p or lower resolution videos to ensure optimal performance and loading times on all types of mobile devices and network conditions.

Videos that have a resolution higher than 1080p might not work on iOS devices due to browser limitations. If your video doesn't play on certain devices, make sure that the file is not too large or try scaling it to 720p.

You can use a free third-party solution to scale and optimize videos without a significant quality loss: https://www.videosmaller.com/

Longer loading times might be caused by a number of factors or a combination of factors:

The experience includes a large number of assets or the assets are not properly optimized. To ensure optimal loading times on all types of devices and network conditions, we recommend keeping the size of all assets in your AR experience under 10-15 MB. The Internet connection speed of the device used to view AR is too slow. We recommend using LTE, 5G or WiFi network for optimal content loading speed. Please note that crowded areas might have overloaded cellular towers / WiFi transmitters causing slower connection speed.

The device doesn't meet the minimum hardware requirements. We recommend using devices with a least 3GB of RAM and at least 4 CPU cores for optimal performance, which translates to iPhone 7 or newer and a very large selection of Android devices.

One of the assets on the scene has compatibility issues and causes infinite loading. An incompatible asset (a 3D model in most cases) might prevent the whole experience from loading. To find out which asset is causing the loading loop you can open the link of your experience in Chrome on Windows or MacOS, right click anywhere on the web page and select Inspect. Switch to the Console tab and refresh the webpage. Check if there are any errors while the experience is loading. If you don't have the technical skills to use the console, you can simply remove the assets from the scene one by one to figure out which one is causing the issues.

If you tested multiple iterations of your experience on the same device during its development, please try clearing your browser cache or using an incognito tab to view AR.

If you're trying to import an asset from an external server and you see a red sphere on the scene as soon as you click on the Import button, please make sure that the server you're importing your file from allows Cross-Origin Resource Sharing and has Access-Control-Allow-Origin set to *

If your server has the correct configuration but the problem persists, please make sure that the file you're uploading is in a format supported by MyWebAR.

You might see the Error Code 404 when scanning the QR code due to one of the following reasons:

The link of the experience you're trying to access has been changed. If you change the link of your experience, it can no longer be accessed using the old link or previously generated QR codes. Making changes to the Project URL field automatically generates a new QR code. You can download the new QR code by opening your experience in the editor and going to the Settings tab on the left navigation bar.

You've scanned a QR code of an experience that has been deleted. Deleting an experience from your MyWebAR account will make it inaccessible to the end-users even if they scan one of the previously printed QR codes.

The payment required error displayed when launching an AR experience means that the account it was created on doesn't have access to the premium functionality at this time.

This can happen due to several reasons:

1. You cloned one of the templates that use image tracking while on the Free plan. Image recognition is only available on the premium plan

2. You created the project during your trial period but didn't upgrade to a premium plan. Your project will become active as soon as you upgrade to the plan that includes the features you've used.

3. You created the project on a premium plan, but your plan failed to renew due to a declined payment. Your project will become active as soon as you upgrade to the plan that includes the features you've used.

4. You've run out of the view limit available on your plan. Please check how many views you have left in the account settings.

You might see the Error Code 404 when accessing your AR experience due to one of the following reasons:

The link of the experience you're trying to access has been changed. If you change the link of your experience, it can no longer be accessed using the old link or previously generated QR codes. Making changes to the Project URL field automatically generates a new QR code. You can download the new QR code by opening your experience in the editor and going to the Settings tab on the left navigation bar.

You've scanned a QR code of an experience that has been deleted. Deleting an experience from your MyWebAR account will make it inaccessible to the end-users even if they scan one of the previously printed QR codes.

MyWebAR allows you to add augmented reality to QR codes, flat or curved images and the plain surfaces of the real world. However, even if you create an experience based on a custom image, you will still get a unique QR code.

A QR code is simply an entry point. It's a convenient way for the user to quickly open the link of your webAR experience without manually typing it into the search field. QR codes can be scanned by the native iOS or Android camera right out of the box, without installing any extra apps. By scanning the QR code of an image-based experience, the user will launch your AR experience, but the content will be displayed on top of the image you uploaded as its marker while creating it.

This is why you can't have image-based experiences without QR codes, since without a QR code there's no way for the user to know which link they need to open to recognize your particular image.

Image recognition relies on the amount of distinctive features (tracking points) the camera can identify in your target image. If the content of your experience keeps flickering, floating or disappearing when you move the camera around, it means that your image doesn't have enough distinctive features.

Here are some characteristics that can help you improve the trackability of your image:

High Contrast. The difference between the tones helps to identify more key points in an image. Using gradients and low tonal ranges might decrease the tracking performance.

Unique Shapes. Identical or similar shapes and patterns make it harder for the camera to understand which part of the image it's pointed at. Using a variety of unique shapes makes it easier to identify your image.

Large Amount of Details. Numerous elements gradually distributed across the surface of the image make it more identifiable from different angles and focus distances. Placing the main elements in the center of the image and leaving a lot of blank space around it tends to decrease the tracking performance.

Angular Shapes. Rectangles, triangles and other angular shapes have a lot of distinctive features and are easily identifiable by the camera. Circles, ellipses and other rounded shapes do not produce any tracking points and tend to decrease the performance.

The stability of an AR in the Real World experience may vary depending on the surface you're pointing your camera over during the initialization:

👍 Carpeted, wooden or matte tile flooring, urban pavements and natural landscapes with trees and grass tend to have more distinctive features

👎 Reflective surfaces, such as glossy tile flooring decrease the stability of the surface recognition technology. The same goes for the plane monotone surfaces without any distinctive features

If you're seeing the Server Error message trying to publish your experience, please follow the steps below for troubleshooting:

1. Make sure that all assets have been loaded and there are no green sphere or red sphere placeholders visible on the scene.

2. Go through each object on the scene and make sure that none of the Event Source fields in the actions on the right panel of the editor are empty.

3. Go into the Project Settings and make sure that the current Project URL is not occupied by another user.

If everything is set up correctly, but the issue persists, please try clearing your browser cache, opening the editor in an incognito tab or using a different web browser.

If you're seeing the Camera Access Was Denied or Motion Sensor Permissions Were Denied message when embedding your MyWebAR experience into a website using an iframe tag, please check if the following requirements are met:

The webpage you're embedding your experience into must have a valid SSL certificate. If the certificate is valid but you're still seeing this message, please make sure that you're using https:// link to access the webpage and not the http:// one.

Make sure that your iframe code has all of the following attributes: allow="camera;gyroscope;accelerometer;magnetometer;xr-spatial-tracking;microphone;"

Please see the detailed embedding guide for reference.

MyWebAR has a built-in color keyer which allows you to remove the background from your green screen videos to achieve a transparency effect.

Alpha videos are not supported at the moment.

MyWebAR supports images in .jpg, .png and .gif (static images only) formats.

.gif is a legacy format and might cause decreased performance and compatibility issues in modern web browsers, especially in AR. This is why .gif images are currently supported only in a static (non-animated) form. The animated .gif files are also usually quite large in file size and tend to decrease the loading speed of a webpage.

We recommend using either videos or animated sprites for the effect you're aiming to achieve with .gif animations.

MyWebAR has a built-in color keyer which allows you to remove the background from your green screen videos to achieve a transparency effect.

If you see the Coupon Not Found message while trying to redeem a promo code, please make sure that the offer is still valid at the moment you're trying to activate your code and has not expired yet.

Check if your account and the plan you're trying to purchase meet the terms and conditions of the offer. You can find these terms on the offer webpage, in the email newsletter or on our social media.

If all conditions are met but the issue persists, please contact our team at hello@mywebar.com

MyWebAR provides new users with a 14-day free trial that allows them to test all premium features before purchasing a subscription. At the end of the trial period your account is automatically upgraded to the plan you were evaluating.

You can cancel the subscription at any point during your trial to avoid being charged at the end of the 14-day period.

Please note that even after canceling your trial, you will still have access to all premium features till the end of the 14-day period.

To cancel your subscription:

1. Log into your MyWebAR account.

2. Click on the Settings icon in the top bar of the dashboard to go into Account Settings.

3. Find the box that includes the information about the end of your trial period.

4. Click on the Cancel button located next to the date.