FaceFrame
Support
Need help with FaceFrame? We’re happy to help.
Contact us
Email us at apple@hojate.com. We usually reply within 2 business days.
To help us solve your problem faster, please include:
- What happened, and what you expected to happen
- Your device model and iOS version
- Screenshots, if they help
Frequently asked questions
Which devices can scan?
Scanning uses the TrueDepth camera, so it needs an iPhone or iPad with Face ID. On other devices, tap Try with a demo head on the home screen to explore the measurements and the frame designer.
How do I get a good scan?
- Take off glasses, earbuds and earrings.
- Tuck your hair behind your ears: the app must see where each ear meets your head.
- Use even, indirect light. Direct sunlight blinds the depth sensor.
- Hold the phone at eye level, about 30 cm away, and keep it still. Move your head, slowly.
- Turn the sound on: spoken instructions guide you while your head is turned.
- Keep a neutral expression with your mouth closed. Beards are fine.
The same tips are under Tips for a good scan on the home screen.
A measurement looks wrong. Can I fix it?
Yes. On the review screen, tap the hand icon (Adjust), choose the landmark, and tap the model where it should be. Every value updates. Reset to automatic puts it back.
Where are my files?
Open the Files app and go to On My iPhone › FaceFrame › Scans. Each saved scan has its own folder with its exports; the frames you export from the frame designer are in its frames folder.
How do I 3D print the frames?
In the frame designer, choose Export › Save all files for printing. You get frames.stl, lenses.stl, head.stl, frames.obj and design.json, all in millimetres. Open frames.stl in your slicer or send it to a printing service. head.stl is handy to check the fit before printing.
Can I check glasses I already own?
Yes, if you have a 3D model of them. In the frame designer, tap the glasses button at the top right and pick an .obj file from Files. The app shows where the pair touches or presses on your head.
How do I delete a scan?
On the home screen, swipe left on the scan under Your scans, or touch and hold it, and tap Delete. This removes the scan, its head model, exports and frames from your device.
Is my face scan uploaded anywhere?
No. Scanning, fitting and design all happen on your device, and FaceFrame has no network connection of its own. Your scan only leaves your device if you export or share files yourself. See our privacy policy for details.
Can I use FaceFrame instead of an optician?
FaceFrame helps you design frames that fit your face. It is not a medical device and does not replace an eye examination or an optician’s fitting for prescription lenses.