If you experience issues with our app please follow these steps:
- Step 1: Did you add the media package to your order? The media package is needed to play your art with our mobile app. When you selected your product options you were asked if you wanted to play your art with our app, if you did not select yes to add this package then it will not work. You can add it now if you need to: Add Media Package
- Step 2: Did you purchase an item that is compatible with our app? Only certain products will work with our app. Compatible products are marked with our app icon and allow you to add our media package to play your art. Products include: Prints, Canvas, Acrylic prints, Metal prints, Aluminum Prints, Layered wood, and Media Cards. (Jewelry does not work with our app)
- Step 3: If you have verified the above two steps and are still having issues please try this: Clear the history under app settings, hold your device so the guides are around the four corners of your artwork. Slowly move toward your art so the guides work their way to the middle of the Soundwave pattern, pause for a second then start to move back. This will usually do the trick. The key is to get it to scan the first time, it will be much faster from then on out. If you start to see a white cloud moving over the top of your art that means the app is starting to load your video. See this image:
- Step 4: If this did not work for you then there is a chance that your art arrived before our programmers were able to get it working. This does not happen often but it is possible. Please contact us for further assistance by clicking the contact us button above.
If these tips don't work then we will need for you to take a photo of your piece of art. Make sure the photo is taken straight on and so all four corners are visible in the photo. Please send that us by replying to our previous messages or by emailing firstname.lastname@example.org
We will have our programmers work with the image you send and they will train the app to read your image. We will contact you as soon as it is complete.