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?
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:
Name:
Email:
What is this most relevant to?
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!

Hey education_1st,
The icon itself should be made outside of Lens Studio. You can download templates for icons and learn more about best practices for their creation here.
Be sure to also check out our Team Celebrate template, where you can easily add a sport's team logo and colors to a Lens!
Enjoy,
Kaitlyn
Thank you, Kaitlyn!
Is there a way to create the actual icon? I'm just not sure how to go about creating the black paint icon - is that something we should pull from a stock website? Or is it something that can be created in the template?
Thank you for sharing about the Team Celebrate template and I will be sure to check it out!
Hi Emily,
Unfortunately the icon cannot be made in Lens Studio, but rather is a resource you must upload into your project folder.
If you're not familiar with graphic softwares like Photoshop or Illustrator, all you need is a 320x320 png image to upload representing your Lens. You can add the Lens in the project info panel by clicking "choose icon".
Let me know if you run into any issues adding the icon.
Cheers,
Kaitlyn
Okay, thank you!
I checked out the Team Celebrate and absolutely love this lens! Is there a way to add a secondary logo at the bottom right corner? We are hosting this lens, but I still want to include the logo of the team as well. Is there a way to include 2 logos?
Also, how can you create a custom banner to use for the filter? I see the preset ones in the template but they are not the colors we would need. Thanks in advance for your help!
Hi Emily,
I'm happy the Team Celebrate Lens is working well for you!
To add another logo simply add a billboard object (following the steps here) and replace the texture field with the other logo. Then drag and resize the logo as you please.
To further customize the banner you will need another 1024x416 image in its place. I recommend using graphic softwares such as Photoshop or Illustrator to change the colors, then importing that image into Lens Studio by dragging and dropping it into the resources panel.
Cheers,
Kaitlyn
Hey there,
Thank you for all of your help! I was successfully able to create the lens through Team Celebrate and now I am trying to upload it as either a community lens or a sponsored lens (whichever is better) for an event on Saturday. I'm having a hard time finding where I can pay to have this live on all users Snapchat that are in the geographical area we want to target. Do you have any insight? I have contacted Snapchat but thought I'd ask here as well.
Hey Emily,
It's not currently possible to create a Lens in Lens Studio and tie it to a specific location for a set amount of time. As an alternative, you can customize a set of event-based Lenses using On Demand Lenses. If you are looking for a more custom Lens experience, consider printing out Snapcodes of your Lens and placing them at your specific location only.
You should only submit the Lens in the sponsored flow if you're interested in promoting the Lens as such:
Otherwise the community flow should work just fine!
Cheers,
Kaitlyn
I see. Thank you!
I did come across something that said you can use your lense and add a "swipe" text for users to swipe up and use the snap? Is that something we could do as well?
Yup - just edited my message above to include that :)
Thank you for all of these helpful resources!
I did create an ad account but unfortunately I'm running into problems with how to upload the lens into my library. It said a Snapchat representative would have to do that for me but I do not have anyone assigned to my account and I'm not sure how to go about that. Is there someone you can get me in touch with?
Also, when I make this lens live, does it only stay live for 24 hours or will it remain live until I take it down?
Hi Emily,
You can reach out through this form here to get in touch with a Snapchat representative for your account.
As for your latter question, this depends on whether it's a community or sponsored Lens. Community Lenses last for a year after its last update. Sponsored Lenses' time span depend on the type of ad buy.
Cheers,
Kaitlyn
Hi Kaitlyn,
I promise to stop bothering you soon! :D
I was able to successfully share the Team Celebrate snapchat lens this past weekend at a community event and I am curious to see if there's any way I can tell how many times the lens was used?
Hey Emily,
Congrats on the submission, I'd love to see it!
And of course, you can see the views, scans and shares for each of your Lenses within My Lenses. You can get to the
My Lenses
portal through the drop down to the right of theSubmit
button or by selectingWindow -> My Lenses
in the menu bar.The statistics on My Lenses are updated once every 24 hours and they need to reach a tally of "5" in each Views, Scans and Shares before they are visible at all. If you think you've hit those marks but still can't see your statistics, I'd be happy to take a look into it for you.
Cheers,
Kaitlyn