Troubleshooting

Uploads

The file is rejected before it uploads. The type is not accepted or the file is over the plan's per-file limit. See Supported formats and limits.

Uploads are paused. The workspace has used its monthly model count or source volume. Wait for the next month, buy a capacity pack on Pro or Team, or upgrade. See Plans and usage.

A model uploads but processing fails. Common causes are textures the file references but that were not included in a ZIP package, a corrupted export, and unsupported features in an FBX. Re-export as GLB where possible, or package the model with its dependencies.

A video will not play. Only H.264 MP4 with optional AAC audio is accepted. Re-encode with those settings.

Viewer

The model is black or unlit. Raise the environment intensity or exposure in the display settings, or switch to Base color shading to check textures without lighting.

Transparent parts look wrong. Toggle effects with Shift+E; layered transparency handles overlapping translucent surfaces.

Playback stutters. Large models and long animations are heavier on phones. Use the lighter review copy where offered, close other tabs, and check that hardware acceleration is enabled in the browser.

Sharing

A reviewer cannot comment or approve. The share was created without that permission. Change it in Manage access.

The link says it has expired. Extend or remove the expiry date on the share.

A reviewer is asked to sign in. The share is members-only. Switch it to a public URL or invite the person.

Membership

A role is not offered when inviting. The plan does not include it. Free workspaces have one member; Pro adds reviewers; Team adds admins and editors.

Someone cannot see a project. Their scope is selected projects and this one is not in it. Edit their access from the member list.

Blender

See the dedicated Blender troubleshooting page.

Still stuck

Use Contact Support in the app. Include the asset or share you were working on and, for a failed upload, the file type and size.