SUPPORT

Help with the
ZMediaAR app.

How to scan, fix common problems, and reach us if you are stuck.

How do I scan a print?

Open the Scan tab and point your iPhone at the printed image from about 30 to 50 cm away, with the whole picture in view. When ZMediaAR recognises it, the video plays right on top of the print and stays attached as you move.

How do I try the app without a printed card?

Open Discover and tap “Try these demo markers” (also under Settings > Demo markers). The app shows a print full screen. Scan it with another phone, or share it to print. You can also open the demo page on a computer and scan the card on screen.

Do I need an account?

No. The app has no sign-in. Open it and start scanning.

The app asks for camera access. Why?

The camera is used to recognise printed images and QR codes. The analysis happens on your iPhone and nothing from the camera is recorded or uploaded. See the privacy notice.

I said no to the camera. How do I turn it back on?

Open the iOS Settings app, choose ZMediaAR, and switch Camera on. In the app you can also go to Settings > Camera & Photos access, which opens it for you.

The print is not recognised. What can I do?

Use good, even light and avoid glare. Hold the phone steady and fill about half the screen with the print. Keep the print flat; curved or very glossy surfaces are harder. Move a little closer or further away, and make sure the print is the real marker, not a cropped copy or a heavily changed version.

The video does not appear or keeps loading.

The first time you open an experience from a link or QR code it needs an internet connection to download. Check your connection and try again. If Data saver is on, or cellular downloads are off, the app may ask before a large download. You can change this in Settings > Data.

Does it work offline?

The built-in demo experiences always do. Experiences you have opened once are saved on your phone and replay offline.

There is no sound.

The app follows your iPhone's silent switch. Turn silent mode off, raise the volume, and check Sounds in the app's Settings.

A QR code or link did not open the app.

Make sure the link is a zmediaar.com/view address. In Safari, long-press the link and choose Open in ZMediaAR, or paste the link into Notes and tap it. If it still opens a web page, tap “Open on zmediaar.com” to view it there.

How do I save a photo of an experience?

Use the capture button while an experience is playing. Photos appear in Library > Captures, and the app can save them to your photo library when you allow add-only photo access.

How do I clear saved data?

In Settings > Data, you can clear recently opened experiences, clear your history, and delete all captures. Deleting the app removes everything stored on the phone.

Which iPhones are supported?

iPhones that support ARKit, running iOS 16 or later. The app is iPhone only.

I found a problem or inappropriate content.

Use Settings > Report a problem in the app, email [email protected], and include the link of the experience. We will look into it.

Still stuck?

Email [email protected] (or use the contact form) with your iPhone model, iOS version, and what you were scanning. We read every message. For how the app handles your data, see the privacy notice.