The neck is one of many measuring points taken by Shapewatch during the scanning process. This data is then fed through our software and ultimately provides users with their measurements and 3D avatars. Without being able to see the contours of the neck, this valuable measuring point leaves our software short of critical information, leading to the scan being unable to complete.
As such, if users have long hair, they should tie it up high, leaving their neckline clear throughout the scanning process. Users should also be mindful that high-necked garments, such as polo shirts or roll necks can also have a similar impact, as can large beards.