Questions we are often asked
Do visitors need to install anything?
No. The Gateway opens in the browser already on their phone or computer. There is no app, no download and no login.
Which devices does it work on?
Any reasonably recent phone, tablet or computer with an up-to-date browser. The try-on additionally needs a camera and the visitor's permission to use it.
Nothing happens when a visitor taps "Try it on"
Almost always the camera permission. The browser asks once; if the visitor declined — or declined at some earlier visit — the try-on cannot start. Reloading the page and allowing the camera when asked resolves it. On a shared phone in store, the permission may have to be re-enabled in the browser settings.
The rest of the Gateway — the collection, the 3D view, the content — keeps working normally either way.
The frame does not sit quite right on the face
Ask the visitor to hold the phone at eye level, at about arm's length, in reasonable light, with hair and hands away from the face. That solves it in most cases.
Where do the try-on photos go?
To the visitor, and nowhere else. The camera image is processed on their own device; no video and no photo is sent to our servers. What they take is theirs to save or share.
Can we run this on a screen or a tablet in our stores?
For an unattended screen, totem or smart mirror in a point of sale, the right product is ARShades Mirror, which is built for that setting. A Gateway is designed for the visitor's own device.
Do we need a new QR code when the collection changes?
No. Links and QR codes stay the same while the content behind them changes. You only need a new entry point when you genuinely want a separate one — a specific event, for instance.
A frame we published is not showing
Check two things in Studio: the frame needs at least one colour variant with a validated 3D model, and the catalogue needs to be published. See Keeping your Gateway up to date.
Which languages are available?
Five are ready: English, Italian, German, French and Spanish. Other languages can be added on request.
Can visitors see prices or buy?
Not in the Gateway: there are no prices and no checkout. Where the module is active, the Gateway can link out to your own online shop.
Can we keep it private until launch day?
Yes. A Gateway can be protected with a password until you want it public.
Does it work without a connection?
No. The Gateway needs an internet connection. If you are planning an event, check the connectivity on site — this is the single most common cause of a poor experience at a stand.
Who do we contact?
Your usual ARShades contact, or a ticket from Studio — see Tickets.