My upload won't start
- Check the file is a JPEG, PNG, or WebP, and no larger than 100MB. Other formats (like HEIC straight off an iPhone, or a RAW file) will be rejected — convert it first.
- Check your internet connection — large panorama files need a stable upload.
My scene is stuck on "Processing"
Processing usually finishes within a couple of minutes. If a scene has been stuck much longer than that:
- Refresh the page — the status updates automatically, but a refresh never hurts.
- If it's still stuck, select the scene and click Reprocess.
- If reprocessing doesn't help, the source file may be the issue — see below.
A scene failed to process
This is almost always caused by the source image, not a temporary glitch:
- It must be a genuine equirectangular panorama — a wide image with roughly a 2:1 width-to-height ratio. A cropped, rotated, or otherwise non-panoramic photo will fail.
- Very low resolution, extremely dark, or corrupted files can also fail. Try re-exporting the panorama from your camera or stitching software and re-uploading.
"Storage limit exceeded," "Scene limit reached," or "Publish limit reached"
Your plan has reached its storage limit, its scenes-per-tour limit (Free only — every other plan allows unlimited scenes), or its published-tour limit. The published-tour limit only applies when you try to publish a tour, not while uploading or saving a draft — switch another tour to Draft first, buy another tour slot (Individual) or upgrade your plan (Creator/Agency), or free up storage. See Checking Your Storage Usage to see what's using your space, and Plans Overview.
If your account stays over its limits it can become read-only — see If Your Account Is Over Its Plan Limits.
"Read-only access to this workspace" or I can't create, upload or edit
You'll see this when a change isn't allowed. The usual causes:
- You were invited as a Viewer or Client. Those roles are view-only. Ask the workspace owner to make you an Editor — see Inviting Team Members & Clients.
- Your account (or the workspace owner's) is over its plan limits. A banner at the top of every page says what's over. Until it's fixed you can look around, delete things and upgrade, but not create, upload, edit, publish or invite. See If Your Account Is Over Its Plan Limits.
My published tour isn't loading for a visitor
- Double-check the tour is actually published, not still a draft — see Publishing Your Tour.
- Check who can view it. A Private tour opens only for you and your workspace, a Password tour needs the password, and a Specific people tour needs a visitor who is signed in with an invited email. See Who Can View Your Tour.
- If you shared a private link, it may have expired or been revoked — create a new one. See Private Revocable Links.
- If your account moved back to the Free plan, tours set to Private, Password or Specific people were switched to Draft. Publish them as Public, or upgrade.
- If it was working before and suddenly isn't, check whether it may have been taken down — a taken-down tour shows a distinct status in the editor.
- On a custom domain? Check the domain's status says Active — see Custom Domain.
- Embedded in a listing site that doesn't show it? See Sharing on Property Portals.
I didn't get my sign-in email
- Check your spam or promotions folder. The email arrives within a few seconds.
- The 6-digit code expires after 5 minutes. If it's old, go back, choose Use a different email, and enter your address again to get a new one.
- Make sure you typed your email address correctly.
- Still nothing? Use Contact support on the sign-in form.
See Creating Your Account & Signing In.
The Walk transition looks like a fade
The Walk transition falls back to a fade for any scene that isn't fully set up. It needs linked scenes, a finished depth map and a compass direction on each scene. Check Walk setup in Tour Properties lists what's missing — see Scene Transitions: Fade vs Walk.
The floor plan or 3D view isn't working
- The Floor plan button asks for a compass direction. Set west on every scene you want in the plan.
- A room won't save. Its outline is red because it crosses itself or is too small — redraw it.
- A scene is missing from 3D. Check it's assigned to a space and isn't set to Exclude from floor plan and 3D view.
See Floor Plan & 3D Dollhouse View and Setting the Compass Direction & Start View.
A button has a lock on it
A lock means the feature needs a higher plan. Private, Password and Specific-people sharing need Individual or above, tour import needs Individual or above, and private links, tour export, white-label branding and workspaces need Creator or above. Click the lock to see what's included. See Plans Overview.
A hotspot isn't taking visitors anywhere
An unlinked hotspot (no destination scene chosen) is clickable but goes nowhere. Open the hotspot list in the editor and make sure every hotspot has a Destination selected — see Working with Scenes & Hotspots.
Still stuck? Reach out from the Help Center link in the sidebar.