FAQ & Troubleshooting
By Deko360
By Deko360
Quick answers and fixes for common issues.
Frequently Asked Questions
Plans & Billing Is the Free plan really free? Yes — no card required, no time limit. You get 1 tour, up to 5 scenes, 200MB of storage, and unlimited views — views are never capped or plan-gated on any plan. Is there a free trial for Creator or Agency? No — Creator and Agency are monthly subscriptions that start billing as soon as you subscribe. If you want to try Deko360 without paying, start on the Free plan. What counts as a "tour" toward my plan's limit? One tour = one listing or property, however many rooms (scenes) you link together within it. Scene limits per tour vary by plan — see Plans Overview. What happens to my tours if I don't renew? Nothing is deleted. Individual is a one-time purchase that hosts your tour for life — there's no renewal to worry about. If you cancel a Creator/Agency subscription, your account reverts to Free plan limits once the current billing period ends. Existing tours and scenes are kept either way — you just can't add new ones beyond what Free allows until you're back within its limits or you upgrade again. See Managing & Cancelling Your Subscription. Tours & Sharing Can I embed my tour on Idealista, Imovirtual, and similar portals? Yes — and not just those two. Deko360's embed works on any website that accepts an iframe embed code, portals included, with no allowlist to check first. See Sharing on Property Portals for tips on adding it to a listing. Can I use a regular photo instead of a 360° panorama? No — Deko360 needs equirectangular 360° panoramas (the wide, 2:1 images produced by 360° cameras or 360°-capable phone apps). A regular photo won't process correctly. Can I change which icon hotspots use? Yes, on every plan — see Customizing Hotspot Icons. Can I remove the "Powered by Deko360" badge? Yes, on Creator and Agency — both the embedded copy (via the "clean embed" option) and the tour's own standalone link use the same white-label setting. On Free and Individual, the badge stays visible in both places. See White-Label Branding. Team & Workspaces Can I invite someone to help manage my tours? Yes, on Creator and Agency — invite them as a team member (Editor or Viewer) or as a Client (always view-only). See Inviting Team Members & Clients. Is there a limit on how many people I can invite? No — invites are unlimited on Creator and Agency. Account How do I sign in? I don't remember a password. There isn't one — Deko360 uses one-time email codes instead. See Creating Your Account & Signing In. Can I change my account's email address? Not from Settings directly — contact support for help updating it. What languages is Deko360 available in? English, Hindi, Telugu, Kannada, Tamil, and Malayalam. Change it any time in Settings. Still stuck? See Troubleshooting Uploads & Processing, or reach out from the Help Center link in the sidebar.
Troubleshooting Uploads & Processing
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. 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.