Green Street Augmented Reality Experience Support

This page of our website is a dedicated support area for the experience. If you are experiencing problems have a look below and our Tips and Tricks, as well as our Troubleshooting Guide.

If you still facing trouble with Green Street Augmented Reality Experience please click here to contact the Alchemy Immestive team directly and we will help you as soon as possible.


For the best AR experience, please find a well-lit area. The area should have flat, consistent lighting.

Find a flat, textured surface where you can place the AR experience. Ideally, the surface should be no smaller than 30cm squared (11 inches). If you don’t have a textured surface available, please place a textured object on the surface to aid tracking e.g. a book, lined paper.

Move the phone slowly around the space to help the phone place the AR scene.


There is no sound

Please check that your phone is not in silent mode or has the mute switch enabled. Turn your volume up for the best experience.

The AR content can’t be placed or keeps moving/sliding

Check the lighting in your play area. Make sure you are in a well-lit space. Ensure there is no glare or poorly lit areas.

If the circle doesn’t appear, move your phone around the scene or move your phone closer to the surface.

Ensure you place the marker using the tick button, then scale it to your desired size before tapping the tick button again.

Try placing an object on your flat surface so the AR tracking has something to attach to. We recommend using the experience on textured surfaces.

Check your phone has sufficient battery and is not in low-power mode.

The experience crashes

Check your phone is charged. Close any background applications that could be interfering. If those steps don’t help, try restarting your phone.

If you face any further issues, please contact the Alchemy team here and we shall get back to you as quickly as we can.