Work through common issues without deleting records or replacing working credentials unnecessarily. The likely cause is narrowed down while saved project content is preserved.
For editors troubleshooting issues (and support). Reloading can discard unsaved changes.
Missing point
If a point is missing, check the correct background, active record state, filters and whether its placement was published.
Blocked edit
If an edit is blocked, check trial or subscription access, then whether the field is linked to Google Sheets.
Upload failure
If an upload fails, check file type, per-file size and the total Account storage allowance.
Google Maps failure
If Google Maps fails, use Retry map; ask the administrator to check key restrictions and billing. For address-only failures, check Geocoding API.
Stuck saving
If Saving persists, keep the editor open, note the action and elapsed time, and use the error's Retry option when shown.
Report to support
Provide support with the project, background, steps and visible error, omitting credentials and sensitive customer details.
Expected Results
The likely cause is narrowed down while saved project content is preserved.
Tips and Limits
Reloading can discard unsaved changes. An admin account can hide customer access problems. A missing public map can reflect unpublished changes, expired access or a disabled viewer. For a 3D point hidden unexpectedly, check Hide points behind model and its leader endpoint. Record the displayed version and whether you are on staging or live.
Effect on Public Viewer
Troubleshooting itself does not publish; publish only the corrected draft changes you intend to release.
Still need a hand? Contact support