Q&A

If the display is unstable

AR acquires image information on flat surfaces such as floors and walls. If you point the out-camera at a floor or wall with a clear pattern such as wood grain and move the device slowly, it will be easier to recognize it.

When changing the model

Your XMarket purchase history is stored in your UAccount. If you log in again on your new device, it will be reflected in the application. However, saved information such as poses and facial expressions cannot be transferred.
*Saving is a feature that will be implemented in the future.

Using the same UAccount on multiple devices

There is no limit to the number of units. Multiple terminals can be used.

If you forget your UAccount login information

Click here to open the password change page, enter your registered address, and submit the form. We will send an email to the address you entered to reset your password.

If you cannot locate the figure you purchased.

Please check the following and if the problem persists, please contact us from the contact form.

• Is your device compatible with HoloModels/MakeAvatar?
• Is your account linked to your UAccount from the top screen of the application?
• Whether the item box is not displayed after switching the item box.

I purchased HoloModels but do not know how to use them.

Please click here
Also, how to use the “NFC Acrylic Stand for HoloModels”, Please check the bottom of the above page.
If the problem persists, please contact us from the contact form.

Which Countries and Regions distribute HoloModels/MakeAvatar?

HoloModels is available in the following countries and regions by downloading the application.

However, some figures may not be available for purchase even if they are listed below due to limited availability in certain countries and regions.

HoloModels Distribution Country/Region List

• United States and Canada
  United States/Canada
• Europe
  Iceland / Ireland / Albania / United Kingdom / Italy / Ukraine / Estonia / Austria / Netherlands / Cyprus / Greece / Croatia / Switzerland / Sweden / Spain / Slovakia / Slovenia / Czech Republic / Denmark / Germany / Turkey / Norway / Hungary / Finland / France / Bulgaria / Belarus / Belgium / Poland / Portugal / Malta / Moldova / Latvia / Lithuania / Romania / Luxembourg / Russia / North Macedonia
• Asia Pacific
  Australia / Singapore / Philippines / Vietnam / Malaysia / Hong Kong / Taiwan / Republic of Korea / China / Japan

MakeAvatar is available in all countries and regions by downloading the application.

However, some figures may not be available for purchase due to limited availability in certain countries.

Can I link a VRChat account that I logged into by mistake with my existing UAccount?

If you log in with a VRChat account that is not linked to your UAccount, a new account will be created.

"Cancel Membership"page, and then login again with the UAccount you want to link to your VRChat account, and link it to your VRChat account on "My Page".

Can I order from overseas?

Real merchandise purchased on XMarket can only be shipped to destinations within Japan.
However, you can use the services of the following international shipping companies to ship overseas.
Customers who wish to ship overseas should use the following services.

■tenso.com
“tenso.com” is an international shipping service operated by tenso, Inc.
To use this service, you need to register with “tenso.com” in addition to registering as a member of XMarket.
Please refer to the following website for details.
https://www.tenso.com/jp

Note: Please note that we can only accept returns or exchanges of defective merchandise if the merchandise can be picked up in Japan.
Note: We cannot accept returns or exchanges if you receive your order overseas via a forwarding service or other means.