Help centre
Get back tothe experience.
Start with the most common areas below or contact the HxAR team when you need a person to look into something.
Choose a support route
What do you need help with?
Each link opens a focused page with the next action, rather than a general marketing description.
Download and sign in
Check compatibility, open the current App Store release and use Sign in with Apple.
Camera, location and microphone
See why HxAR asks for access and how to change each permission on your device.
Report content or a safety concern
Tell the HxAR team about unsafe, abusive, unlawful or rights-infringing content.
Delete your HxAR account
Follow the in-app path for permanent account deletion and understand what happens next.
Purchases, tokens and refunds
Understand Apple billing, Hexagon Tokens, interrupted purchases and refund requests.
Your data and privacy rights
Read the privacy policy or ask about access, correction, consent and deletion.
Use HxAR safely
Stay aware of roads, people, obstacles, property boundaries and changing conditions.
Talk to HxAR support
Find the right email route for product, privacy, safety, press and business questions.
Current HxAR 2.0
Quick checks for common problems.
These steps cover the public HxAR 2.0 release. Features still in development are documented separately.
Sign in with Apple does not complete
Check the device connection, confirm that the Apple Account is signed in under iOS Settings, close and reopen HxAR, then try once more. If it still fails, include the exact message shown when contacting support.
A Connect AR scene will not download
Use a reliable connection and watch the MB progress indicator. The green, orange and red size guidance explains how demanding the scene may be. Keep HxAR open while the download finishes.
HxAR says a scene name already exists
Choose a distinct scene name. HxAR prevents duplicate names so saved and downloaded scenes remain identifiable.
Purchased tokens have not appeared
Wait for Apple’s purchase sheet to complete, return to the wallet on a reliable connection and avoid buying the same pack repeatedly. If the verified purchase remains missing, follow the purchase-support guide.
Open purchase supportCamera or nearby content is unavailable
Review Camera and Location access for HxAR in iOS Settings. Location-dependent features cannot find nearby content when location access is off.
Review permission choicesStill need help?
Tell us what happened.
Include the device model, iOS version, the part of HxAR you were using and what you expected to happen. Never email passwords or Apple sign-in credentials.
We aim to reply within two working days. Support URL: hxar.io/support · Contact: admin@hxar.io
HxARBooks is a separate app, but the same address can route an HxARBooks support request when the subject names that app.