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, 1GB of storage, and unlimited views — views are never capped or plan-gated on any plan. Is there a free trial for a paid plan? No — Individual, 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. If you cancel a subscription, your account reverts to Free plan limits once the current billing period ends. Your tours and scenes are kept, but if you're over Free's limits (1 workspace, 1GB of storage) your account becomes read-only until you delete things or upgrade, and tours beyond Free's published limit are unpublished. See Managing & Cancelling Your Subscription and If Your Account Is Over Its Plan Limits. What does it mean that my account is over its plan limits? You own more workspaces, or use more storage, than your plan allows. You can look around, delete things and upgrade, but you can't create, upload, edit, publish or invite until you're back within your limits. See If Your Account Is Over Its Plan Limits. 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 Hide the deko360 badge checkbox) and the tour's own standalone link use the same white-label setting, and hiding it also hides the DEKO360 patch under the camera (you can add your own nadir patch logo instead). VR images and albums can be white-labeled too. On Free and Individual, the badge stays visible in both places. See White-Label Branding. VR Images & Albums What's a VR image? A single 360° photo with its own shareable link — published in a few clicks, with no scenes or hotspots. See Hosting a Single VR Image. What's a VR album? A group of VR images behind one link, for a whole property, a trip or a portfolio. See Creating a VR Album. Do VR images count toward my storage? Only while they're in an album, and then once at their original size. A VR image that isn't in any album doesn't count. See Checking Your Storage Usage. Sharing & Privacy Who can see my tour? You choose in the Who can view this? panel: Public, Private, Password or Specific people. Free tours can only be Public or Draft; the other options need Individual or above, and a revocable private link needs Creator or above. See Who Can View Your Tour. Can I password-protect a tour? Yes, on Individual and above — see Password-Protecting a Tour. Can I keep a tour out of Google? Only Public tours can be indexed by search engines. On Creator and Agency you can also switch on Exclude from Google search for a Public tour — see MLS Compliance Tools. What is the 3D dollhouse view? Draw a floor plan once and visitors get a walkable 3D model of the property built from your own photos. It's available on every plan — see Floor Plan & 3D Dollhouse View. Can I back up a tour or move it somewhere else? Yes. Open a tour in the editor and click Export to download it as a .d360 file (Creator and Agency). To bring it back, use Import tour on your Dashboard (Individual and above); it arrives as a draft. This covers tours, not VR images or albums. 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 Is there a mobile app? There's an Android app for uploading 360° photos from your phone — find the link on the DEKO360 homepage. How do I delete my account? From Settings → Danger Zone. Your content is kept for 30 days in case it was a mistake, then permanently deleted. See Deleting Your 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 only, for now. 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," "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 1. Check your spam or promotions folder. The email arrives within a few seconds. 2. 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. 3. Make sure you typed your email address correctly. 4. 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.
Reprocessing & Fixing Scenes
After you upload a panorama, DEKO360 automatically processes it in the background — this generates the smooth 360° view and depth information the viewer needs. Most scenes finish processing within a couple of minutes. Scene status Each scene shows one of these states: - Queued — waiting for processing to start. - Processing — actively generating the 360° view. - Ready — done; the scene is fully explorable and hotspots can be placed on it. - Failed — something went wrong during processing. If a scene fails to process 1. Select the scene in the editor. 2. Click Reprocess in the right-hand panel to try again. 3. If it fails repeatedly, double-check the source photo: - It should be a genuine equirectangular panorama (2:1 width-to-height ratio), not a cropped or regular photo. - It should be a JPEG, PNG, or WebP file no larger than 100MB. - Very dark, blurry, or heavily corrupted files can also cause processing to fail — try re-exporting or re-shooting the panorama. Re-generating an already-working scene If you're not happy with how a scene turned out (for example, the depth-based effects look off), you can hit Reprocess on any ready scene to regenerate it from the original upload. The Walk transition needs a finished depth map on each scene. If one is missing, use Process depth maps under Check Walk setup in Tour Properties, or Reprocess on that scene. See Scene Transitions: Fade vs Walk. Related guides - Working with Scenes & Hotspots - Troubleshooting Uploads & Processing