Frequently Asked Questions
we’re here to help!
Pixils drive results across all business objectives
Including awareness, engagement, product trials and sales lift!
What are Pixils?
Pixils are custom designed, interactive 3D filters and lenses that transform users and/or their physical environment on Snapchat, Facebook and Instagram*.
By leveraging the power of social and augmented reality to create interactive content, your unique branded Pixils offer a totally untapped, viral opportunity to let new and existing fans spread brand and product awareness for you.
*Instagram is coming soon!
How many types of Pixils are there?
Face Pixils transform you into something new! They can change your voice, appearance, and allow you to trigger animations with facial expressions.
World Pixils transport you to an entirely different world, placing you in new scenes and bringing characters to life!
FACE & WORLD PIXILS
Face & World Pixils allow you to present totally unique AR experiences for both the front and rear-facing cameras!
What makes us different from other lens/filter studios?
3D design, animation and augmented reality for mobile is at the core of what we do. We go beyond the cookie-cutter approach used by our competitors to build lenses and create truly innovative and unique designs for our clients. Our experience in game art and marketing sets us apart from all of our competition.
How are payments processed?
During the intake form process, we identify your Pixil type and add on features (if any), and we will provide you with a detailed invoice.
We require 100% payment up front to begin work on your Pixil.
If for any reason you are not satisfied with your Pixil proposal upon receipt of your custom storyboard and do not wish to continue building your Pixil, we are only able to refund 50% of your total invoice amount. We will process your refund within 7 business days of receiving your cancellation request.
We accept credit card payments (Visa, Mastercard and American Express) and PayPal. Your dedicated Pixil Pusher will assist you with inputting your payment information if you wish to pay by credit card. All credit card payments will be invoiced in Canadian Dollars and any currency conversions will be handled by your card issuer.
Transfer funds directly to our CIBC account:
Canadian Imperial Bank of Commerce
Transit Number: 01002
Institution Number: 010
Account Number: 1062611
I placed an order, what happens now?
Please note that all Pixil orders are processed between 9:00 AM - 5:00 PM Eastern Standard Time, Monday to Friday.
We might have some questions before we begin. In this case, we ask for prompt responses so we can begin ASAP. Once you have submitted payment for your invoice, we will send you a confirmation email to let you know we are building your Pixil. If you do not receive this email, please let us know on email@example.com.
Once we complete your Pixil design, you will need to approve the proof; we will only submit your Pixil to Snapchat, Facebook or *Instagram once we receive your approval.
What do you need from me?
Please submit any visual references, art assets and make sure you discuss any specific design requirements during the intake process.
If you’re running a sponsored ad campaign on Snapchat, we require:
Your brand logo (.PNG with transparent background is preferred)
Brand colour palette, if any (share a Pantone colour name/number or hex code)
If you’re running a sponsored ad campaign on Facebook or Instagram, we require:
Brand colour palette, if any (share a Pantone colour name/number or hex code)
Font selection: if you want to embed text or your brand name into the experience, we require .OTF or .TTF
*Please note that Instagram doesn’t allow floating text overlays - text must be seamlessly embedded into the experience, i.e. a logo on a jersey.
If you’d like to add audio to your experience, please note:
For music that’s created by a specific artist, we require you to provide us with the .mp3 file. You must own the rights to this music for it to be shared legally, otherwise we cannot include it in your Pixil.
We can create custom audio for you, or source royalty-free audio files that are in the public domain.
PIXIL CREATION PROCESS
In order to build your Pixil within 7 business days, we require all approvals within 24 hours or we will be unable to fulfill your order within this time frame and cannot be held responsible for any delays.
You must approve via email response within 24 hours:
Approval of your static storyboard
Approval of your final pixil
What if I don’t like my Pixil?
We work 1-on-1 with every client to ensure your satisfaction. We offer 1 iteration of your storyboard for no additional fee, but we ask you to provide as much detail as possible during your initial consultation. We create your unique Pixil based off the information you provide; please feel free to provide any visual references you might have.
Minor revisions at no extra cost include: 1 final round of small design tweaks to existing features. For example, changing the colour of a feature or increasing or reducing the intensity of a beauty effect. Once these minor revisions are complete, any additional changes will be billed as new features.
Major revisions at an additional cost include: all design changes that mean whole features need to be replaced with new ones. For example, if you ordered a 3D accessory feature such as a hat, a major change would be requesting an entirely new type of accessory, like a necklace or a headband.
An entirely new design at this point will be invoiced as a new order.
What if I want to cancel my order?
Your 50% payment deposit is non-refundable. However, if we have not started to build your Pixil this can be used as a credit towards future orders, so make sure you let us know as soon as possible if you change your mind!
How long will my order take?
Our fully custom orders take up to 7 business days to create. Both Instagram and Snapchat’s initial approval process takes anywhere from 1-7 business days*, once we submit the final creative files. Please note that although we create Pixils within 7 days, it can take an additional 1-2 weeks to be approved by the social platform of your choice.
*If you plan to share your Snapchat Snapcode organically, the approval process is typically less than 24 hours.
What if my Pixil is rejected?
In the unlikely event your Pixil is rejected by Snapchat, Facebook or Instagram, we will complete the necessary revisions so that the guidelines are met within 24 hours.
Pixils for Instagram
Instagram’s wide reach across a diverse range of consumers makes it the ideal tool for sharing authentic, interactive content.
Is Instagram still in closed beta?
Instagram is still in closed beta, so filter approvals are granted on a case-by-case basis.
For this reason, we don’t recommend Instagram yet for branded corporate filters.
How can I access and share my pixil on Instagram?
You can access and share Pixils directly on Instagram by following the filter creator profile or by tapping “Try It” in their Stories.
Instagram Stories: Post to Instagram Stories showing you and others using your pixil. You can even create a highlight reel that shows your followers using your pixil.
Instagram Profile: Add the sharing link for your pixil to your Instagram profile bio, or use your pixil effect in your profile photo.
Outside of Instagram, you can share a direct link that will trigger your pixil experience once clicked.
How can I advertise on Instagram?
Instagram uses the same powerful advertising tools as Facebook. That way, you can set up, run and track campaigns the same way you do with Facebook ads. If you're new to advertising on Instagram or even Facebook, here's how to get started.
Set up ad: Select your ad objective, target audience and ad format within Ads Manager.
Determine budget: Decide how long your ads will run and what budget you're comfortable with spending.
Publish: Add us to your Ad Manager account so we can connect your Pixil to your campaign. When your ad is ready to go, hit publish. You'll get a notification when your ads are approved and ready to run.
Pixils for Snapchat
Snapchat’s Gen Y and Z user base and high daily in-app engagement have transformed it into an incredibly powerful marketing platform.
How can I access and share my Pixil on Snapchat?
You can access your Snapchat Pixil using EITHER:
A custom branded Snapcode (for organic sharing only)
OR we upload the creative files to your Snapchat Business Manager account (you must add firstname.lastname@example.org as a manager to give us permission to upload the Pixil directly into your account).
To unlock and share your Snapchat Pixil using a Snapcode:
Unlock a Snapcode in the wild: When a user sees a Pixil Snapcode on a poster, computer screen, or on a friend’s device they can tap and hold over it in camera mode to unlock!
Unlock a Snapcode from the camera roll: Users can upload your Pixil Snapcode directly from their camera roll.
Unlock a Snapcode from a screenshot: Users can tap the “Share” button to send a screenshot of your Snapcode to the Snapchat app, which unlocks your Pixil.
Unlock a Pixil from a Snap or Story: Users can send a snap of themselves using your Pixil to a friend, who can then swipe up to try your Pixil!
Unlock a Sponsored Pixil: Users can swipe up while previewing your sponsored Snap ad to unlock your Pixil in their carousel for 48 hours.