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" or "Tour limit reached"
Your plan has reached its tour count, scene count, or storage limit. Either free up space (delete a scene or tour you no longer need) or upgrade — see Plans Overview.
My published tour isn't loading for a visitor
- Double-check the tour is actually published, not still a draft — see Publishing Your Tour.
- 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.
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 Scenes & Hotspots.
Still stuck? Reach out from the Help Center link in the sidebar.