SUPPORT & FAQs

 

TROUBLESHOOTING

My app isn’t unlocking 

  1. Ensure you are connected to the internet via Wifi.
  2. Restart the app.
  3. Ensure you are using the correct QR code - either ‘Customer’ or ‘Retailer’.
  4. Ensure your device is a supported device.
  5. If none of the steps above work please contact jlr-app.support@imagination.com.

I can’t find my unlock code

  1. Visit ar.jaguarlandrover.com and follow the unlocking instructions in the user guide section.
  2. Ensure you are using the correct QR code for your retailer.
  3. If you can’t find your retailer, contact jlr-app.support@imagination.com to get a new profile set up. 

My app isn’t downloading content 

  1. Ensure you are connected to the internet on your device.
  2. Sometimes the download can take a while on a slow connection - make sure the download is progressing when you first launch the app. The progression shows as a percentage on top of the intro video.
  3. If none of the steps above work please contact jlr-app.support@imagination.com.

AR content isn’t showing on my device 

  1. Check your device is supported within the supported devices list.
  2. Ensure you have enabled the camera on your device and the app has permission to use the camera.

If none of the above work please contact jlr-app.support@imagination.com.