Hi3D Scan Support

Need help with capture, reconstruction, your account, or a generated model? Contact the Hi3D Scan support team and we will help you troubleshoot the issue.

Contact Support

Email: hi3dscan_reply@hi3d.ai

When contacting us, please include your device model, Android, iOS, or iPadOS version, app version, and task ID if the issue relates to a reconstruction. Do not include verification codes or other sensitive credentials.

Common Questions

How do I create a 3D model?

Open Capture and record an object from multiple angles, or choose a video from your photo library.
Review the video and submit it for cloud reconstruction.
Follow the task status in your model library.
Open the completed model to preview, download the GLB file, or share a link.

Why is reconstruction taking time?

Reconstruction is processed in the cloud. Completion time depends on video size, network conditions, service demand, and the complexity of the object. You may leave the processing screen and return to the model library later.

How can I improve model quality?

Use even lighting and avoid strong reflections or transparent objects.
Keep the entire object visible and centered.
Move slowly around the object and capture all visible sides.
Avoid motion blur and sudden camera movement.

How do I delete my account?

In Hi3D Scan, open Profile and choose the account deletion option. If you cannot access the app, see the account deletion instructions to submit a request from the email address associated with your account.