Picture Play FAQ's

The video is not showing in my app

Click on the “CHECK FOR NEW VIDEOS” button, if your video is still not showing then check that you have logged into the account that you placed the order on.
For further assistance please contact our customer care team by email on info@schoolphotographs.co.uk or by calling 01295 250812 and select option 1.

I can see the video in my account but when I click the scan button and move it over the printed image it doesn’t work.

Please ensure that the camera on your device can see the entire image and that it hasn’t been cut or cropped. To ensure you know that it hasn’t been cut or cropped the print has two thin lines around it, if you cannot see these then please adjust so that you can.

The app says my device is not AR compatible, what does this mean?

Augmented Reality (AR) is the technology that allows viewing your video as an interactive experience by combining your child’s video with your real world view. As your device doesn’t have this technology it is only possible for you to view the video by pressing the play button.

My camera will not open to scan the picture.

Please ensure you allow the camera use in the permissions of the app, you should be able to find this in the settings on your device.

Can I download the video?

Your video is viewable by simply opening the app and logging in.