## 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:

1. Refresh the page — the status updates automatically, but a refresh never hurts.
2. If it's still stuck, select the scene and click **Reprocess**.
3. 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](https://help.deko360.com/hc/user-guide/articles/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](https://help.deko360.com/hc/user-guide/articles/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](https://help.deko360.com/hc/user-guide/articles/scenes-and-hotspots).

Still stuck? Reach out from the Help Center link in the sidebar.