Problem Solving

WHY HAVEN’T I RECEIVED AN ACTIVATION LINK AFTER REGISTRATION?
Please check your spam folder — if the email still isn’t there, let us know and we will help you solve the issue.

WHY IS MY VAT NUMBER NOT BEING ACCEPTED?
You can check if your VAT number is within the European guidelines here. Our platform accepts only VAT numbers that are recognized by the official system. Please, also make sure that your VAT number and company name are connected accordingly to one another.

WHY CAN’T I SEE A 3D PRO BUTTON?
The 3D/Pro button might not be visible if the browser window is too small, if the browser version doesn’t support it or if the hardware is too old. If the browser window is too small, you can trick the system by zooming out. Still not working? Let us know!

WHY DOES BRIDGE ANALYZE THE VIDEO WHEN UPLOADED?
In order to offer the best experience, Bridge analyzes the content you uploaded so it can suggest optimizations, such as adapting the aspect ratio or compressing it for faster app integration.

WHY DOES THE VIDEO HAVE A DIFFERENT ASPECT RATIO?
If your video and your image have different aspect ratios, Bridge can adjust the video for you. If you choose this option after the upload is finished, Bridge will adjust the video. As this process takes some time, the final result will be updated after a few minutes.

WHAT IS AN ASPECT RATIO?
The aspect ratio of an image is the proportional relationship between its width and its height — for example, 16:9 or 4:3 are examples of aspect ratios.

WHY SHOULD THE VIDEO AND THE IMAGE HAVE THE SAME ASPECT RATIO?
For the best user experience when using the Artivive app, the image should be entirely covered by the video. This way the image becomes a window to another dimension. If the image and the video have different aspect ratios (formats), this effect cannot occur.

WHY DOES IT TAKE TIME UNTIL THE PROJECT WORKS IN BRIDGE?
The image has to be processed by Bridge in order to find its unique pattern (fingerprint). Usually, it takes only up to a minute until our databases are updated.

WHY DO SOME PROJECTS TAKE LONGER TO UPLOAD THAN OTHERS?
Depending on your location, internet connection, and the size of the video, it can sometimes take longer. We are constantly working on expanding our servers and network to give you the best experience.

CAN I EDIT MY PROJECT ON BRIDGE AFTER IT HAS BEEN PROCESSED?
Yes, you can edit your project anytime.

HOW CAN I DELETE A PROJECT THAT GOT STUCK WHILE PROCESSING?
Artivive uses your artwork as a key to the digital layer. The artwork you upload on Bridge will be analyzed and stored like a code. When the Artivive App recognizes the artwork through the smartphone’s camera, it will display the digital extension you uploaded. This is the reason why your artwork is processed. It shouldn’t take more than 3-5 minutes. If it takes longer, it could be because the image/artwork uploaded has little to no information in it, the image only has one color or the image is blurry /unsharp. You can stop it by deleting the artwork (a delete icon will appear after several minutes), and then uploading a new artwork containing more color or information. This way our system will be able to easily recognize and play your artwork.

WHAT HAPPENS WHEN I DELETE A PROJECT?
When you delete a project, the image, the video, and the connection are deleted from the server and there is no way to restore them.

I HAVE 5 STAR RECOGNITION RATING BUT THE APP DOESN’T LOAD MY ANIMATION
Images with repetitive patterns may be recognized on Bridge, but the video will not play on the app. The Artivive app finds it hard to position the video overlay because of the repetitive patterns.