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Impossible to connect : something went wrong

  • Have you verified your snapchat account?

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  • what do you mean about verified ?
    all worked since yesterday,  I just wrote one time the wrong password  and it get locked

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  • Yes, number and mail verified.


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  • In that case you'll need to file a bug report

    Open lens studio and click report a issue

    This will send everything they might need to know

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  • I already did that, do you know how many time it takes to get a reply ?

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  • You only need to send one. 

    They will reach out if they need to know more details :)

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  • Hello, has anyone managed to fix this?

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  • I am having the same issue.  I submitted a report, but it says they don't respond to everyone.

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  • I have found a fix for Windows

    1- Delete the "Snap" folders under the "Local" and "Roaming" folders present at "C:\Users\YourUserName\AppData"

    2- Reinstall Lens Studio

    You should be able to log in now

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  • Hey Artur,

    Thanks for that. I'm going to verify the fix on my end and pass it along.


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  • I deleted the local snaplens data and it did actually ask me me to login but it never recognizes my account. I go on and log in perfectly 3x and then go try back on the lens studio app and it will not recognize the user.... It's been like a week now and this thing is just refusing to work

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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?



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:



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!