Troubleshooting common problems

Most problems have a quick fix. Start with the section that matches what you see.

Before you start

• Note any error reference shown in the message (a short code like a1b2c3d4e5f6a7b8). It helps us find exactly what happened.

"Offline" or "Couldn't save"

1. Check your internet connection. Your edits are kept on this device while offline.
2. Keep the tab open — saving resumes automatically when you reconnect.
3. If it says another person changed the same item, your view refreshes; redo your change. See Editing together.

The editor won't load

1. Reload the page.
2. Make sure you're on a supported browser and it's up to date.
3. Disable extensions that block scripts for this site, then reload.
4. Try a private window. If that works, clear this site's data in your normal window.

3D is black, blank or slow

1. Switch to 2D and back — this recovers a lost graphics context without losing work.
2. Turn on hardware acceleration in your browser settings.
3. View one floor at a time on large projects.

Upload failed

Check the file type and size limits. PDFs to trace must be exported as images first.

Export looks wrong

For printed PDFs, print at 100% / Actual size and check the calibration ruler — see Print to scale.

Can't edit — "read-only"

The workspace owner's subscription has lapsed, or a payment failed and the grace period has passed. You can still view and download everything. The owner can fix it in Settings → Billing — only the owner sees billing.

Can't sign in

See Recover access to your account.

Still stuck?

Contact support — include the error reference, your browser and what you were doing. Never send passwords or backup codes.