Troubleshooting Uploads, Publishing, and Tour Viewing

If something does not work as expected, use the 360are contact form. Explain what you were doing, what you expected, and what happened instead. The checks below help you narrow down the problem and provide useful details to Support.

You do not need to complete every check before contacting us. Choose the section that matches your issue.

A 360 Photo Will Not Upload

Compare the image with the supported formats and dimensions. Check its file extension, pixel dimensions, file size, and whether it is an exported equirectangular panorama with a 2:1 aspect ratio. Follow any file-size limit shown by the uploader.

Note whether the problem happens with one file or several, and whether an error appears during selection, upload, or processing. Do not delete your original image while investigating.

Contact Support with those details, the exact error message if one appears, and the browser and device you used.

Check the tour's state in All Assets and review saving and publishing options. A draft is not a public delivery link, and publishing a multi-scene tour requires PLUS or higher.

Copy the address again using Copy Link. Open it in a separate browser window where you are not signed in to 360are. Record whether you see the tour, a sign-in screen, a blank page, or an error.

Contact Support with the full URL, the tour state, and what each viewer sees. For a private project, also explain how you intend recipients to access it.

Changes Are Not Visible

Check that you saved the project after editing. Reopen the same tour and verify that the edited settings are present. Compare the tour's direct link with any website embed to make sure both refer to the same project.

For an interactive floor plan, remember that Apply in the floor-map editor must be followed by saving the tour. See the floor-plan guide.

If the saved change still does not appear, contact Support with the tour link, the setting you changed, and where you can or cannot see the change.

An Embedded Tour Is Blank or Does Not Fit

Open the iframe's tour URL directly. If that works, compare your website setup with the sharing and embedding guide.

Check that the destination website accepts iframe code and that you pasted it into an HTML or embed block. Check the iframe height and the width of its surrounding page area. A website administrator can help inspect those settings.

Contact Support with both the direct tour link and the page containing the embed. Explain whether the problem occurs on desktop, mobile, or both.

A Hotspot Opens the Wrong Scene

Review the hotspot's destination and test the transition again in preview. Check whether the problem affects one hotspot or several. The hotspot guide explains the available hotspot types.

Contact Support with the tour URL, the starting scene, the hotspot you selected, and the scene you expected it to open.

Lead Capture or an Email Notification Is Missing

Use the lead-capture checklist to check the plan, enabled setting, saved state, and viewer mode. The MLS viewer hides the contact form.

If you submitted a request but did not receive an email, check your spam or junk folder. If your plan includes CRM access, check Leads for the record. Avoid repeatedly submitting the same request while investigating.

Contact Support with the tour URL, approximate submission time and time zone, and the confirmation or error shown in the form.

What to Include in a Support Request

Providing the following information helps the team understand the issue:

  • Page or tour URL: the address where it happened.
  • Steps taken: the actions leading up to the problem.
  • Expected result: what you wanted to happen.
  • Actual result: what appeared instead.
  • Error message: the exact text, if available.
  • Browser and device: browser name and version, operating system, and whether you used a phone, tablet, or computer.
  • Time: approximately when it happened, including your time zone.
  • Scope: whether it affects one tour or file, or several.

Mention whether it happens while signed in, while viewing as a visitor, or inside an embedded page. If you provide a screenshot, make the relevant message readable. Do not include passwords or payment details.

You can copy this outline into the contact form:

Page or tour URL:
What I was trying to do:
Steps I took:
What I expected:
What happened:
Exact error message, if any:
Browser and version:
Device and operating system:
Approximate time and time zone:
Does it affect one item or several?