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My lenses started being rejected suddenly with no good reason

  • Hey Marek,

    We strive to ensure a positive and inclusive experience for Snapchatters around the world and will remove any Lens that we believe is in violation of this spirit. Just because something is previously accepted does not guarantee the Lens will be live forever. In fact there are a couple ways we address Lenses that end up getting past review, but are still found offensive (or are used offensively):

    1. Snapchatters can report Lenses from the community by tapping the small flag in the upper left-hand corner of the Lens information pop-up (what you see when you scan the Lens’ Snapcode or tap the ‘i’ button above the Lens.

    2. Some Lenses based on usage are also reviewed proactively. From here, if necessary, the team can take action -- from deactivating a Snapcode, to suspending or banning a user.

    We appreciate your concern and are happy to look into your suddenly rejected Lenses further for you in case you believe they were rejected in error. If you'd like us to take a further look please send over the Lens IDs as well as a description of the Lens(es) including sounds, pictures, and/or words used in the Lens.

    Cheers,
    Kaitlyn

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  • Hi carinlandstrom,

    Good question! Only the flag in the upper left hand corner reports the Lens. Clicking "Remove Lens" simply removes it from your carousel. So no worries - you are not getting anyone in trouble :)

    Cheers,
    Kaitlyn

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We're here to help! We just need a little bit of information...

What system are you using?

Have you downloaded the latest version of Lens Studio?

Please download the latest version of Lens Studio. If you still run into this issue, please come back and report it!

Is this issue causing Lens Studio to crash?

What system do you run Lens Studio on?

Version

Graphics

Follow the next steps to help us solve your issue:

  • Copy and paste this text into your TerminalCommand Window
    open ~/Library/Preferences/Snap/Lens\ Studio/ %LOCALAPPDATA%\Snap\Lens Studio Copy Text
  • Press ReturnEnter to run the command. The Lens Studio folder will automatically open
  • Prepare to upload your files: zip the "Log" Folder by right-clicking and choosing "compress."
    Locate the Log.txt file right above it.

    Attach a screenshot of the issue:

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Please enter a brief description of your issue:

Thanks for submitting this issue.

Unfortunately, it's likely due to the operating system or hardware you're using – since they don't meet the system requirements for Lens Studio.

Still, we hear you loud and clear, and are logging the issue in case there's ever a workaround we can provide!

Minimum Requirements

Operating System: Windows 10 (64 bit); MacOS 10.11+

Hardware: Minimum of Intel Core i3 2.5Ghz or AMD Phenom II 2.6Ghz with 4 GB RAM; Intel HD Graphics 4000 / Nvidia GeForce 710 / AMD Radeon HD 6450 or better; screen resolution of 1280x768 or higher

We'll try to resolve this issue as soon as possible. Thanks for letting us know about it!

Keep an eye out for a followup email from us. We may have a couple more questions for you, or we might already have a solution to offer.

Happy creating!