The app can’t detect my hand/card

If you keep getting the Can't detect your hand/card message during your Loop sizing, here are some things to try:

  1. Make sure you're using a white piece of paper and the entire page is in view.
  2. Use a dark card the size of a credit card. This and the white piece of paper is important for sizing reference points.
  3. Spread your fingers enough that the white space from the paper can be seen on either side of your index finger.
  4. In the viewfinder, ensure your entire hand and part of your wrist is visible.
  5. Make sure you're in a well-lit room that's not too bright or too dark. If you're still having trouble, try a darker surface to help contrast against the piece of paper.

Correct Loop sizing hand placement: fingers are spread far apart on a white piece of paper on a dark surface.

If you’re still having trouble and keep getting this message, tap the Help icon to submit a bug through the Focals Showroom app or contact us so we can get more information about what you're experiencing. If you can, attach a screenshot of what you see in the viewfinder during Loop sizing.

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