Q&A

This is the list of frequently asked questions from our customers. If you have any questions, please see here first.

If the problem persists, please contact us from the contact form

Q

Operating Environment for HoloModels / MakeAvatar

HoloModels

[Supported devices] ARKit / ARCore compatible iOS, Android
・iOS:List of ARKit supported devices
・Android:List of ARCore supported devices

MakeAvatar

[Supported devices] ARKit / ARCore compatible iOS, Android
・iOS:List of ARKit supported devices
・Android:List of ARCore supported devices

Q

When figures and items are not stable

AR recognizes flat objects such as floors and walls. Point the out-camera at a floor or wall with a clear pattern like wood grain and move the device slowly to make it easier to recognize.

Q

What happens if I change devices?

Purchase history on XMarket is saved in your Uaccount. Data will be reflected when you log in on the new device. However, it is impossible to leave the data of saved poses and facial expression on a new device.
※Saving will be developed in the future.

Q

Is it OK to use one Uaccount on several devices?

There is no restriction on the number of devices you can use the HoloModels app on.

Q

What do I do if I forgot my login information for Uaccount?

Click here, and fill in the registered email address to change your password. Then an email will be sent out to reset your password.

Q

What do I do when the figures that I purchased are not found on the HoloModels app?

Please check the followings first, and please contact us

  • -Is the device compatible with HoloModels/Make Avatar?
  • Is the app linked to Uaccount on the top page?
  • Figures and items can be selected by changing item boxes.
Q

HoloModels/Make Avatar Distribution Areas

HoloModels app can be downloaded in the following countries and regions.

However, some figures are sold in limited areas. These figures may not be purchased in the listed regions below.


List of HoloModels™ distribution Areas

  • US and Canada
    The USA/Canada
  • Europe
    Iceland / Ireland / Albania / UK / Italy / Ukraine / Estonia / Austria / Netherlands / Cyprus / Greece / Croatia / Switzerland / Sweden / Spain / Slovakia / Slovenia / Czech / 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 / the Philippines / Vietnam / Malaysia / Hong Kong / Taiwan / Korea / China / Japan

MakeAvatar is available for download in all countries and regions.

However, some figures are sold in limited areas.

Q

Can I link my VRChat account that I logged in by mistake with my existing Uaccount?

When you login with VRChat account that not linked Uaccount, a new account will be created.

"Delete your account" to cancel the account you created by mistake, and then login with Uaccount you want to link, and then link your VRChat account on "My account".

Q

海外から注文できますか?

XMarketで購入したリアル商品の配送先は日本国内のみに限定しております。
ただし、下記海外配送業者のサービスをご利用いただくことで、海外へ配送することができます。
海外への配送をご希望されるお客様は、下記サービスをご活用ください。

■転送コム
転送コムはtenso株式会社が運営する「海外配送」サービスです。
ご利用にはXMarketの会員登録とは別に、転送コムへのご登録が必要となります。
詳しくは下記のホームページをご参照くださいませ。
https://www.tenso.com/jp

※尚、リアル商品の不良が生じた場合の返品・交換等の対応は、日本国内でお受け取り頂ける方のみとさせて頂いております。
※転送サービスなどを利用し海外でお受け取りになった場合、返品や交換商品の発送などをお受けすることはできません。

HoloModels(ホロモデル)

XR (AR / VR) Digital Figures

HoloModels®️

MakeAvatar(メイクアバター)

Make your own avatar with Your smartphone

MakeAvatar®️