Troubleshooting

Find your problem below. If none of these fixes it, contact support with the exact words of any message you see.

The map does not load#

If the app stays on its loading screen and the map never appears, the map service could not be reached. The app tries a few times on its own, then stops.

1. Check your internet connection, and reload the page.
2. Turn off, for this site, any browser extension that blocks ads or scripts, and try again. The map comes from Google Maps, and a blocker or a company network that blocks Google's services stops it.
3. Try another browser, or a private window, to rule out your browser's settings.

If only the imagery looks wrong (old, blurry or shifted), the map works: choose another Map source in the settings Settings panel. See map sources.

If the 3D view says The 3D map is not available on this account., the 3D map could not be loaded; the flat map keeps working.

Parcels do not show#

• Turn the layer on: layers Layers > Parcels (Cadastre).
• Zoom in. Parcels appear from zoom level 17, and from 18 in Spain and the United States; further out the layer is on but shows nothing.
• Check that the country is in the list of flags under the switch. In some countries only some regions publish their parcels.
• Wait a few seconds. Parcels are fetched live from each country's registry, and a slow or unavailable registry can take a while or show nothing for a time.

See cadastral parcels.

I can't edit a project#

An visibility eye next to the project's name means you can look but not change anything. The drawing tools are hidden. Point at the eye to see why.

The reasons are:

• The project was shared with you as a link, not as a member. A visibilityView only link lets anyone view the project; only its members can edit it. A publicPublic link lets anyone who is signed in edit, but visitors without an account can only view. Ask the owner to add you as a member. See sharing projects.
• View only. Verify your email address to edit this project. Editing through a publicPublic link needs a confirmed email address: confirm yours (see create an account), then reload the project.
• Your plan has ended: view only until you renew it Your plan or trial has ended, or a payment is overdue. Choose a plan or fix the payment to edit again. See plans.
• In the trash: view only until it is restored The project was deleted. Its owner can restore it from the trash on the Projects page. See delete a project.
• You have the Viewer role in your organisation. Viewers can open projects but not draw in them or edit them. Ask the owner or an Admin to change your role. See members and roles.
• The project is embedded in a website. An embedded map is for viewing, except on an Open Guest link.

If you can edit the project but a shape does not change the way you expect, it is probably locked: the Move tool moves a locked shape as a whole rather than one corner. Click the shape and press lock_openUnlock in its panel. See lock and unlock.

Only a project's owner can invite members or change who can see it. Other members see Note: Only the owner of this project can invite other members.

A project won't open#

• Project not found: the project was deleted, or the link is wrong. Press Go back home and look for it on the Projects page, and in its trash. See delete a project.
• Unauthorized: the project is lockPrivate and you are not one of its members, or you were removed from it. Ask its owner to share it with you.
• You are taken to the Subscription page: your plan or trial has ended, or a payment is overdue, and the project is lockPrivate (one shared by link opens view only instead). Your projects are still there; choose a plan or fix the payment to open them again. See plans and when a payment fails.
• Error loading project. If it happens again please contact us.: something else went wrong. Try again in a moment; if it keeps happening, contact support.

An import failed#

When a file cannot be imported, a message at the bottom of the screen names the file and says why.

• The file type is not supported: import KML, KMZ, GPX, GeoJSON, TopoJSON, Measure Map (.mmp), MBTiles, or a PNG or JPEG image. Shapefiles, CSV and DXF files cannot be imported: convert them to KML or GeoJSON first.
• It isn't a valid file: the file is damaged, incomplete, or not what its extension says, such as a KMZ with no KML inside. Download or export it again.
• Nothing in this file can be shown on the map.: the file was read, but nothing in it has a location the map can use.
• It holds more than … MB of map data: more than can be imported at once. The limit is 100 MB for KML, GPX and .mmp files, and 200 MB for GeoJSON and TopoJSON. In a KMZ, the KML inside counts unpacked, and the KMZ file itself may weigh up to 500 MB. Split the file into smaller ones and import them one at a time.
• Not imported: … lists the parts that were left out, such as online links or images stored outside the file.

When you import several files, one that fails does not stop the others: the message names every file that could not be imported. See importing files.

"Save failed" at the bottom of the map#

Your changes are saved a moment after you make them. If a save fails, it is tried again a few times; if it still fails, the status at the bottom of the map shows Save failed in red, with the time (the status is hidden on narrow phone screens). The last changes before that time may not have been saved. A message names the shapes whose changes could not be saved: they are lost when you reload the page.

1. Check your internet connection.
2. Reload the project and check what is there.
3. Redo any change that is missing.

To go back to an earlier state of the project, use historyProject history in the menu Menu: see project history.

"Session expired" or "Unauthorized" on the payment page#

The payment page is opened for a limited time from your account. If you leave it open too long, it shows Session expired; an old link to it may show Unauthorized. If you had not confirmed the payment, nothing was charged. Go back to credit_cardSubscription in the dashboard and press rocket_launchSubscribe or swap_horizChange plan again.

Signed out unexpectedly#

You are signed out when someone signs your device out from Signed-in devices in your profile, or presses Sign out everywhere on another device, and when your account's password or email address is changed. In an organisation, the owner or an Admin can also sign you out or suspend your account. Sign in again. If it was not you, change your password and check your signed-in devices.

Lost the phone with your authenticator app? See lost your phone.

Payment problems#

At checkout, the message under the pay button says what went wrong:

• Your card was declined. Choose another card or add a new one., Your card has insufficient funds. Choose another card or add a new one. or This card has expired. Choose another card or add a new one.: pick another saved card or add a new one, and try again.
• Your bank needs you to confirm this payment. Try again and complete the check.: press the button again and complete the check your bank shows.
• Add your billing details to continue.: add your address and identification document first. See billing details.
• Add a card to continue.: add a card under Pay with.
• Remove the users of your organisation before leaving Enterprise.: an organisation's owner must remove its members before leaving the Enterprise plan.
• The price could not be calculated. Nothing has been charged. or The plans could not be loaded.: press refreshTry again.

For a renewal that failed, see when a payment fails.

Detection or invitations refused#

• You've reached today's detection limit. It resets at midnight (UTC). Each account can run Find in imagery a limited number of times a day. See finding things in the imagery.
• Detection needs an account with an active plan. Detection works for accounts on a plan or a trial that is running, not for visitors of an Open Guest link. See plans.
• You've reached today's limit for share invitations. Try again tomorrow. Each account can send a limited number of invitation emails a day. See invite members.

Browser problems#

• Use a current version of a common browser, such as Chrome, Edge, Firefox or Safari, with JavaScript on.
• When New update available appears, press Reload to load the new version of the app.
• On a touch screen, turn on Always show crosshair (for touch screens) in the settings Settings panel to move the crosshair with your finger. See on a touch screen.
• If something looks wrong after an update, reload the page: each load brings the latest version of the app. If it still does, sign out and in again.