FAQ

FAQ

Overview

First things first, here’s a brief overview of the whole experience. The new Acute Art platform offers a new way to discover, experience and collect augmented and mixed reality art. You can buy limited editions on the website, or get open editions on the app. Either way, you need the app to place and view the art.

What is Augmented Reality (AR)?
AR, as it’s commonly known, allows you to see digital images, objects and animations in the real world through your smartphone camera. Unlike VR, you don’t need a special headset.

Supported devices for app

The app uses cutting-edge technology that works best on high-end phones with the latest software. The devices supported are iPhone X or above, and Samsung Galaxy S8 or equivalent. The app requires a phone with a minimum of 4GB of memory and Apple iOS 11 or Android 8.0 Oreo (API 24) operating system.

Buying an artwork

Where can I buy art?
You can buy limited editions on this website here (not on the app, where art is available on a temporary basis only). If the edition you’re after has sold out, scroll down to the SECONDARY MARKET page, and you can see if it’s available there.

What happens when I buy an artwork?
Once your order has been confirmed, you’ll receive an invoice via email. You then need to log in to the Acute Art app and head to the ‘MY COLLECTION’ page, the art will appear in your collection and is ready to place.

Can I buy art on the app?
Limited editions are only available on the website. There’s currently an open edition of two AR sculptures and three drawings on the app, which you can add your collection.

I’ve paid for an artwork but haven’t received it yet.
If you bought a limited edition on the website, you should have received an email from orders@acuteart.com. So first, please check your emails (including your junk folder). If there’s nothing there, please sign in to check you submitted the right email address when you registered. If you still need help contact us at orders@acuteart.com.

Where is my artwork’s Certificate of Authenticity?
Your Certificate of Authenticity is a secure digital file that you can view on the Acute Collector app. If you head to your app’s COLLECTION page and tap your artwork, a new page will open up. Below the image of the art, to the right, there’s an icon that looks a little like a certificate. Tap this and you’ll see your artwork’s Certificate of Authenticity.

Where can I see my invoice?
If you head to your COLLECTION page on this website, you can click ‘invoice’ alongside any artwork you own, and your invoice will open up.

Which payment methods are accepted?
You can pay by Visa, Mastercard, UnionPay, Visa Electron or Alipay.

How do I know my payment is secure?
All payments are made through Stripe, which has the highest security standards and handles billions of dollars in online transactions every year.

Why has my payment been declined?
If your payment has been declined, please check with your card issuer, or try a different card. If the payment timed out, please make sure you have a good internet connection and try again. If you’re still having problems, please contact customersupport@acuteart.com.

Why am I paying more than the original price shown?
If you’re buying an artwork and you’re based in Europe (including the UK) your country’s VAT (Value Added Tax) will be added to the price shown. This is clearly indicated at checkout. If you’re buying an artwork on the Secondary Market, a commission of 15% is charged and VAT will be added if applicable.

Why do I have to pay VAT?
By law, if you’re based in Europe (including the UK) you have to pay VAT. Sorry.

Can I get a VAT invoice for my purchase?
The invoice in your COLLECTION shows the VAT paid and serves as a VAT invoice.

Can I get a refund?
You cannot get a refund once you have downloaded an asset bought on this site. If you change your mind about your purchase within 14 days of making your order, you may be entitled to a refund as long as you haven’t confirmed ownership and placed the artwork in your collection. Please check the Terms and Conditions. If you’re unhappy with the artwork you bought or acquired on the app, or the app’s performance, please contact customersupport@acuteart.com.

SELLING AN ARTWORK

How do I put my art up for sale?
If you’ve bought an artwork and you decide to sell, you can put it up for sale on the SECONDARY MARKET. Just click on the profile button at the top of this site, you’ll see the art in your collection (on mobile, you’ll find PROFILE in the main menu). Then click ‘Sell’ and you’ll be asked to put in your asking price. You’ll then see the payment you’ll receive after commission (15%). If you confirm you want to sell, your art will be available on the SECONDARY MARKET.

What if I change my mind about selling?
As long as no-one has yet bought your artwork, you can remove it from the SECONDARY MARKET at any time. Simply go to your COLLECTION on this site and click on ‘Remove from market’ alongside your artwork.

Can I change my asking price?
Yes, as long as your asking price has not yet been matched. Just remove your art from the secondary market (see above) and then go to your COLLECTION, hit ‘Sell’ and select your new price.

How much commission will I be charged when I sell?
A commission fee of 15% (plus VAT if applicable) will be deducted from your asking price and you’ll be clearly shown the total you will receive after commission before you confirm. The commission is split equally between the artist and Acute Art.

How will I receive the payment after I’ve sold an artwork?
When your artwork has been sold, you’ll be sent a confirmation email. You’ll then be contacted by our finance department who will arrange with you which account you want the payment to be paid into.

How soon will I receive the payment?
By law, all digital assets are subject to a cooling off period of 14 days, during which the buyer can change their mind (unless they confirm and download the purchase). So, after a maximum of 14 days, we’ll process your payment which could take up to two weeks to reach your account.

Can I sell my art through the app?
No, to sell your art you need to sign in on the Acute Art website and sell it from there. (See above.)

THE SECONDARY MARKET

This is where you can find artworks that collectors have put up for sale. You’ll find it at the bottom of the BUY/SELL page.

How does the secondary market work?
If a collector decides to sell their art it will appear in the secondary market (for the selling process, see section above). The seller then enters an asking price and will be shown the final amount they’ll receive after commission has been deducted.

The artwork then appears in the secondary market. You’ll see the asking price, plus the total including commission. This will be the final amount you’ll pay, unless you’re based in Europe, where VAT will be added at checkout.

How much commission will I pay?
When art is resold, the seller will pay a commission of 15% and the buyer will pay 15% commission on their purchase. Both transactions will incur local VAT where applicable (Europe and the UK). Commission is split equally between the artist and Acute Art.

Does art bought on the secondary market come with a Certificate of Authenticity?
Yes, when someone sells an artwork, their digital Certificate of Authority is deleted. A new one is then created which will appear in your COLLECTION page on the app, alongside your new art.

Can I sell an artwork I’ve bought on the secondary market?
Yes, you can. For the selling process, see the section above.

TIME-BASED ACQUISITIONS

You’ll find a full set of FAQs on time-based acquisitions on the app. But in the meantime, here’s a condensed version.

What is a time-based acquisition?
A time-based acquisition is an artwork that you add to your collection. These are only available on the Acute Art app and are paid for as in-app purchases through the App Store or Google Play.

Can I get a time-based acquisition on this site?
No, they’re only available on the app.

How much does an open edition cost?
The in-app purchases are in three currencies: GBP, EUROS and USD (for the USA and the rest of the world). So the price varies slightly from region to region.

THE ACUTE ART APP

All the AR artworks on the new Acute Art platform can only be viewed via the app.

There’s a full list of FAQs about the app on the app. But here are a couple of things you might want to know.

What devices are supported?
The app uses cutting-edge technology that works best on high-end phones with the latest software. The devices supported are iPhone X or above, and Samsung Galaxy S8 or equivalent. It requires a phone with a minimum of 4GB of memory and Apple iOS 11 or Android 8.0 Oreo (API 24) operating system.

App access requirements
The app needs access to your phone’s camera (in order to see the digital artworks), microphone (to record videos), GPS location (to save and locate geolocated digital artworks), and your photo gallery to save pictures and videos and reference pictures.

The app also needs to be connected to the internet to add, place or view artworks. 

Eco, Ultimate and Experimental mode
If you tap the settings icon at the bottom of the camera screen in your app, you’ll see three performance modes. ECO is for everyday use, ULTIMATE is for high-performance and EXPERIMENTAL is exactly what it sounds like. In this mode, you’ll be trying out new and experimental technologies. For example, people occlusion will recognize when a person or object comes into your field of vision and blocks all or part of your sculpture. This is a new technology and it’s still under development, so please bear with us if there are glitches. You will also find a torch icon to light up the sculptures at night.

PLACING AN ARTWORK

How do I place my art?
Go to your COLLECTION page on the Acute Art app. Then just tap the artwork and you’ll see a ‘Place’ button. When you press it, the camera screen will open up and you need to point your phone at the floor until a marker appears. Double tap the screen and your AR sculpture will appear, floating in the air above. If you want to save its location tap the save icon on the right of the screen and your artwork will remain in place until you relocate it (see below).

Please note that for the open editions on the app, you can place an artwork by tapping ‘Add artwork’ when you’re in camera mode. Also, you can’t save an open edition’s location. Finally, the open edition, AT THIS TIME (EXPANDED), doesn’t float, it stands.

Rotating the art
Once placed, you can rotate your artwork with your finger. (Or thumb for that matter.)

Adjusting the lighting and shadow
Once an artwork is placed you can adjust the lighting by tapping the settings icon in the bottom left of your camera screen. You can change the intensity and temperature of the lighting as well as the length, angle, strength and softness of the shadow.

If you’ve placed more than one artwork – for example your COMPANION (EXPANDED) alongside a time-based acquisition – you can adjust their settings individually. The yellow circle indicates which sculpture you’re adjusting. To remove the yellow circle, just double tap the screen (any lighting adjustments made will now affect all the sculptures in view).

Moving the artwork
For an edition bought on this site, tap the artwork in your COLLECTION. At the bottom of the screen you’ll see a button saying ‘Relocate’. Alternatively, if you’re looking at your artwork in camera mode, hit ‘Clear’ and your sculpture will be ready to place again.

For open editions acquired on the app, you cannot save their location. They’ll stay in place until you move a certain distance away, close the app or hit ‘Clear’.

I’ve pointed the camera at the floor and nothing happens.
Some surfaces are too reflective or uniform for the camera to lock onto. If the surface is not static (for example it’s raining, or long grass is moving in the wind) this may also cause problems. If this is the case, you may want to choose another location to place your art.

What’s the yellow circle and how do I remove it?
The yellow circle is there to enable you to select which artwork you are adjusting the settings on. To remove it, just double tap the screen.

Can I place more than one artwork at a time?
Yes, as long as you’ve chosen an area with enough space, you can add all the available sculptures.

I’ve opened the camera and the screen is black.
Please check that you’ve given the app access to your camera. Just go to your phone’s settings, select the Acute Art app and enable camera. For the app to perform fully, you should also enable location, microphone, photos and, unless you only want to use it with WiFi, mobile data.

Are there any restrictions on where I can place the artwork?
The basic rule is to use common sense and avoid placing it anywhere that could cause injury or offence. For more information, please check the Terms and Conditions.

VIEWING THE ARTWORKS

How can I see the art in my collection?
Once you’ve placed an artwork, you can view it at any time through the Acute Art app. For editions bought on this website, you can save the location and view it anytime, as long as you’re close enough. The open editions in the app will remain in place until you move away from the location, close the app or tap ‘CLEAR’.

Will other people be able to see my art through their phones?
Your open editions can only be seen through your phone. If you buy an edition on the website, you can make this public so that anyone with the Acute Art app can view it.

Why can’t I see the artwork?
Please check that you have given the app access to your camera. Just go to your phone’s settings, select the Acute Art app and enable the camera. For the app to perform fully, you should also enable location, microphone, photos and, unless you only want to use it with WiFi, mobile data. If you’re still having problems, contact customersupport@acuteart.com.

Can I place and view a purchase on the app alongside the edition I bought on the website?
Yes, you can place your open editions alongside the artwork you bought on this side, then view, photograph and film them together.

Taking photographs and videos
In camera mode, you’ll see a white circle at the bottom of your screen. Just tap it once for a photo, or press and hold to record a video. 

Sharing photos and videos
Any photo or video you take through the app will automatically be saved to your phone’s photo library. So one option is to share it from there. You can also share directly from the app by tapping a photo when it appears in the bottom left of the screen for a few seconds after you’ve taken it. The photo will enlarge and a share icon will appear.

MANAGING YOUR ACCOUNT AND
PROFILE

How do I change my account details?
You can reset your password or change your display name by clicking the profile button at the top of the page (on mobile go to menu and tap on ‘PROFILE’).

How do I change my display name?
Your display name is the name that appears on COLLECTION page on this site and the app. For example, LISA’S COLLECTION or ZIGGY’S COLLECTION, depending on what your name is. (You get the idea.) To change this, you need to be on the desktop version of the site. Click the profile icon on the top of the page, then select ACCOUNT DETAILS. Just select your preferred display name and save the changes. Easy (we hope).

PRIVACY

What is your privacy policy?
We take your personal information seriously and are fully GDPR compliant. You can read our privacy policy here.