Troubleshooting your Lens log in

If your Lens login email hasn't arrived in your inbox

Why this might happen:

• The wrong email address has been entered.
• The email is sent to a spam / junk / promotions tab or folder.
• There is an ad blocker / anti-virus software preventing the email being sent to your inbox.
• You could be using an older browser which doesn't load JavaScript properly.

What you can do:

• Please make sure you have the correct email address.
• Please check your spam / junk / promotions tab or folder.
• Check if you have any ad blockers or anti-virus software preventing you receiving your email.
• Update your browser (e.g., Chrome, Firefox, Safari).
• You can try using another email address.

If this doesn’t work, please contact us. Please mention you are experiencing this issue, your Lens code and the email address you used to log in.

If you receive this message: "Sorry, we were unable to log you in".

Why you might see this message:

• The magic link has been clicked outside of the 30 day window.
• The magic link was clicked more than once.
• There is ad blocking and / or anti-virus software preventing you from logging in when you click the magic link.

What you can do:

• Please try logging in again.
• Click the magic link in your email within 30 days of receiving it and only once.
• You can try logging in with another email.

If this doesn’t work, please contact us with the message you receive, your Lens code and the email address you used to log in.

If you receive this message: "Sorry, lens code ****** has already been claimed".

Why you might see this message:

• The email address has been entered incorrectly and the recipient has clicked on the magic link in the sent email.
• Someone who has access to your email has already logged in.

What you can do:

• Try logging in again by clicking ‘I’m returning to view what I have collected’.

If this doesn’t work, please contact us with the message you receive, your Lens code and the email address you used to log in.

If you can’t find your Foley Room/Flipbook/Edit Line video online

Why this might happen:

• The interactive experience wasn’t tapped with the Lens correctly.
• There has been a technical error at the interactive in the exhibition.
• Our policy around storage of the interactive elements in our exhibition states that ACMI Creations will be deleted if you do not access it within 90 days of creating it.

What you can do

Please contact us with your Lens code and the email address you used to log in.