My AR experience isn't loading — what should I do?Updated an hour ago

If your mem-re experience isn’t loading or the AR isn’t appearing, try the steps below.

Troubleshooting steps

1. Check your camera permissions
AR requires camera access. If you denied the permission when prompted, you’ll need to re-enable it in your device settings. See our article on how to enable camera permissions on iPhone and Android for step-by-step instructions.

2. Make sure you’re in a well-lit environment
AR works by detecting surfaces through your camera. Low lighting can prevent it from working correctly. Try moving to a brighter area.

3. Point your camera directly at your mem-re activated physical product.
AR needs the surface of your physical product to anchor to, so hold it steady for a moment to let the experience load.

4. Refresh the experience
Close the browser tab or App Clip and relaunch by scanning the QR code or tapping the NFC chip again.

5. Try a different browser if on a web experience
If you’re on Android and using a non-default browser, try switching to Chrome.

6. Update your device
An outdated OS or browser may cause AR issues. Check for any available updates and try again after updating.

A few things to know

• Not all mem-re experiences include AR. Some go straight to an action hub. If you’re not seeing an AR moment, that may simply be how your experience is designed.
• Older devices may have limited AR support. If you’re on an older phone, try accessing the experience on a newer device if possible.
• Still not loading? Reach out to our Support team with your event details, product type, device model, and browser and we’ll investigate.