Augmented Reality Troubleshooting

The (W)HOLE AR runs as a Snapchat Lens, so most issues come down to the app, the launch, or the tracking.


Here's what to do if...


The Lens won't open

If you're tapping "Access the AR World," make sure the app is installed and up to date, then allow it to open when prompted. If you're scanning a code, use Snapchat's own camera rather than your phone's default one – the default camera will only open our website. Either way, a good connection helps the Lens load the first time.


I don't have Snapchat, or I'd rather not install it

The AR experience is built as a Snapchat Lens, so the free app is needed to see the 3D sculptures. If you'd prefer not to install it, you're still very welcome down the (rabbit)hole: explore thewhole.website, read the (W)HOLE Digital Atlas to uncover the hidden meanings behind each cover, and browse the (W)HOLE Repository.


The Lens opens but won't load

The Lens downloads the first time you use it, so you'll need a connection – switch on mobile data or join any available Wi-Fi. If it stalls, close the Lens and reopen it, or give it a moment on a stronger signal.


I see the street but not the AR object

Your phone may be an older model, or you may simply need to hold it more vertically. Move the phone slowly left and right, framing the ground (the manhole or the pavement) as well as any nearby walls, to help the camera calibrate. This can take a little while depending on your device.


The AR object disappears

To keep the experience stable, don't move the phone too fast – sudden movements make the camera lose track of its surroundings. Crowds and people walking "through" the AR objects can have the same effect. Wait for a quieter moment and open the Lens again.

Quick tips:

  • Open it in Snapchat: the AR lives in the Snapchat app, not your normal camera.
  • Reopen the Lens: if things play up, closing and reopening often resets the sensors.
  • Check the light: AR works best in well-lit surroundings.
  • Move slowly: quick movements confuse the sensors.
  • Avoid crowds: people walking through the scene can interfere.

I've tried everything, but the AR still won't work on my phone

AR is a complex and still relatively young technology – to make sure as many people as possible can enjoy every part of (W)HOLE, we'll keep updating this page as we learn of new scenarios and solutions. We're sorry if your particular problem isn't covered yet, or couldn't be solved with the tips above.

Luckily for you, there's still much more to discover! Dive into thewhole.website, read the (W)HOLE Digital Atlas to reveal the hidden meanings behind the manhole covers, or explore the (W)HOLE Repository to learn more about digital infrastructures, and meet exciting projects and initiatives.

There's a (W)HOLE world waiting for you!