Upload issues
Upload stuck or failing
Upload stuck or failing
Cause: Large file size, slow connection, or unsupported format.Solutions:
- Check that your file is in a supported format
- Try a smaller file to test your connection
- If uploading a ZIP, make sure it contains a valid 3D file (not just textures)
- Refresh the page and try again
Model has no thumbnails after upload
Model has no thumbnails after upload
Cause: Analysis may still be processing, or the model may have issues.Solutions:
- Wait a minute — thumbnail generation happens after upload
- If the status shows “Analysis Failed”, the file may be corrupted or empty
- Try re-uploading the file
Repair issues
Repair takes too long
Repair takes too long
Cause: High polygon count, Detailed quality level, or complex geometry.Solutions:
- Try Fast quality for a quicker result
- Reduce the polygon count in your modeling software before uploading
- Check the model’s polygon count in Object Info — models over 2 million polygons take longer
Repair fails or produces errors
Repair fails or produces errors
Cause: Extremely complex or corrupted geometry.Solutions:
- Try a different quality level (Fast is most reliable)
- Try a different model type preset
- Open the file in another 3D viewer to check if it’s valid
- If the model has very thin geometry or overlapping surfaces, try simplifying it first
Model looks different after repair
Model looks different after repair
Cause: The repair process fills holes and adjusts thin walls, which may change the shape slightly.Solutions:
- Use the before/after comparison to see exactly what changed
- Reduce wall thickness if the repair made walls too thick
- Try a higher quality level (Detailed) for better detail preservation
- If specific areas changed, check if they had thin walls or holes that were auto-fixed
Textures or colors missing after repair
Textures or colors missing after repair
Cause: Texture files weren’t included, or the texture format isn’t supported.Solutions:
- For OBJ: Upload as ZIP with .mtl file and all texture images included
- For GLB/3MF: Textures should be embedded — re-export from your modeling software if missing
- Check the Colors tool setting — make sure it’s set to “Diffuse Only” or “All Maps” as appropriate
Editor issues
Tools are grayed out or disabled
Tools are grayed out or disabled
Cause: Some tools require a repaired model to function.Solutions:
- Repair your model first, then open the editor from the repair detail page
- Inspection tools (Validate, Errors, Object Info) work on any model
3D viewer is slow or laggy
3D viewer is slow or laggy
Cause: High polygon count or limited graphics hardware.Solutions:
- Use a device with dedicated graphics hardware
- Try a modern browser (Chrome or Edge recommended)
- Close other browser tabs to free up memory
Cut or tool operation fails
Cut or tool operation fails
Cause: The operation may not be compatible with the model’s geometry.Solutions:
- Make sure the model is repaired before running interactive tools
- For cutting: ensure the plane intersects the model (not outside it)
- Try different parameters (e.g., a different axis or position)
Account issues
Can't sign in
Can't sign in
Solutions:
- Check your email and password
- Try the password reset flow
- If you signed up with Google/Apple, use the same provider to sign in
- Clear your browser cookies and try again
Payment not going through
Payment not going through
Solutions:
- Check that your card details are correct
- Ensure your card allows online/international transactions
- Try a different payment method
- Contact your bank if the charge is being blocked
If none of these solutions work, contact support with a description of your issue and any error messages you see.