> ## Documentation Index
> Fetch the complete documentation index at: https://visitdocs.planpoint.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common problems and how to fix them.

## Images

<AccordionGroup>
  <Accordion title="I see “Missing exterior image” / “Missing floor plan” / “Missing room photo”">
    The image was never uploaded, or the upload failed. Go back to the matching tab and re-upload. These placeholders are shown to visitors too, so fix them before sharing.
  </Accordion>

  <Accordion title="My upload is rejected">
    Check the format and the size limit: JPEG, PNG, WebP or SVG; 1 MB for the exterior image, 10 MB for plans, room photos and logos. See [Images & media](/build/media).
  </Accordion>

  <Accordion title="A photo looks stretched">
    Room photos are presented at 3:2. Crop to that ratio before uploading rather than letting the layout do it.
  </Accordion>

  <Accordion title="The Visit feels slow">
    Almost always oversized images. Keep the exterior under 1 MB and export room photos at a sensible resolution — 2000px on the long edge is plenty.
  </Accordion>
</AccordionGroup>

## Floor plan and shapes

<AccordionGroup>
  <Accordion title="Clicking a floor outline does nothing">
    The shape exists but is not linked to a floor, or the floor has no plan image. Reopen the outline editor and confirm the shape is assigned.
  </Accordion>

  <Accordion title="My polygon didn't save">
    The polygon editor does **not** autosave — click the save (disk) icon in its toolbar.
  </Accordion>

  <Accordion title="Rooms overlap on the plan">
    Neighbouring rooms are shown faintly while you trace so you can snap to them. If shapes still overlap, redraw the offending one with snapping on (hold <kbd>Shift</kbd> to disable snapping when you need to).
  </Accordion>

  <Accordion title="Viewpoints are too small or too large">
    One slider scales them all: **Style editor → Theme → Viewpoint size** (6–48).
  </Accordion>

  <Accordion title="Rooms appear in the Unassigned tab">
    They have no floor. Open the room and pick one — unassigned rooms do not appear on any plan.
  </Accordion>
</AccordionGroup>

## Styling

<AccordionGroup>
  <Accordion title="The wrong thing changed colour">
    **Hover** controls the polygon highlight; **Accent** controls viewpoint markers and hotspots. See [Colors](/customize/colors).
  </Accordion>

  <Accordion title="My custom CSS has no effect">
    Two things to check: **Use your own CSS** is enabled, and you clicked **Save CSS** — that panel does not autosave. Then confirm your selector still matches, using the browser inspector.
  </Accordion>

  <Accordion title="Dark mode looks wrong">
    Set a **Dark background color** to suit your brand; cards and borders derive from it. If custom CSS hardcodes colours, it will override dark mode — use the CSS variables instead.
  </Accordion>

  <Accordion title="A label override isn't applying">
    The default label must be typed **exactly**, including capitalisation. Overrides also apply to English only — translated locales use the built-in dictionaries.
  </Accordion>
</AccordionGroup>

## Sharing and embedding

<AccordionGroup>
  <Accordion title="My embed is blank">
    Check **Allowed embed domains** includes the domain you are testing on (including staging), and that your CMS or security plugin is not stripping iframes.
  </Accordion>

  <Accordion title="The embed has an inner scrollbar">
    The auto-resize handler in the copied snippet was stripped by your editor. Set a fixed height of at least `600px` on the iframe instead.
  </Accordion>

  <Accordion title="Fullscreen doesn't work in my embed">
    The `allowfullscreen` attribute was removed. Re-copy the snippet from **Settings → Style & Embed**.
  </Accordion>

  <Accordion title="The link preview shows the old photo">
    Social platforms cache previews. Refresh via the platform's debugger, or wait for the cache to expire. See [Social previews](/share/social-previews).
  </Accordion>
</AccordionGroup>

## Form and analytics

<AccordionGroup>
  <Accordion title="The Request Information button doesn't appear">
    Enable the form in **Sales → Form**, check you are on Pro, and note the button appears on room views rather than the exterior.
  </Accordion>

  <Accordion title="Submissions aren't arriving">
    Verify the **Recipient email** and check the spam folder. Submissions are also stored against the property, so nothing is lost while you sort the mail out.
  </Accordion>

  <Accordion title="Analytics show nothing">
    Analytics is Pro-only, and a new Visit reads zero until the link has been opened. Data appears within a few minutes of a visit.
  </Accordion>
</AccordionGroup>

## Editing

<AccordionGroup>
  <Accordion title="Did my change save?">
    The header shows *Saving…*, *All changes saved* or *Unsaved changes*. Text fields save when you click away from them. The two exceptions that need an explicit click are **Save CSS** and the polygon editor's save icon.
  </Accordion>

  <Accordion title="Translations fall back to English">
    That is by design for any string you left blank. Fill it in on the [Translations](/features/languages) tab.
  </Accordion>
</AccordionGroup>

## Nothing here helps

Email [support@planpoint.io](mailto:support@planpoint.io) with the Visit URL, what you expected, and what happened instead. A screenshot speeds things up considerably.