Something isn't working

Uploading photos

• A photo does not upload
• Vistura asks you to convert a photo
• Vistura says the file is too large
• Vistura says the photo does not look like a 360° photo
• This does not look like a 360° photo. Switch on "Regular photo" if it is a normal one.
• Vistura says your storage is full
• Vistura says some photos did not come in
• Vistura says the .zip could not be read
• Vistura says no clear vertical lines were found
• This browser ran out of memory opening the photo. Try it on a computer.
• This browser cannot show 3D views (WebGL 2), so the 360 view cannot open. Try a recent Chrome, Safari, Firefox or Edge.

With Vistura Capture on your phone

• Camera or motion access was refused. Allow them in the browser settings and try again.
• This device does not report its motion. Open the link on a phone.
• Some spots may not line up. Capturing again from the same spot usually fixes it.
• Sending paused: no connection. It continues when the connection is back.
• Your free plan has 3 tours online at a time. Upgrade to Pro or mark a tour as sold, then continue.
• An upload says your storage is full

Building the tour

• A lock shows on Clean and Colour
• A plan notice opens
• Vistura says the video is too long
• Vistura says this browser cannot prepare the video
• The microphone is not available. Allow it in the browser, or upload a file.
• The audio could not be saved. Use MP3, M4A, OGG, WebM or WAV, up to 50 MB.
• A room cannot be reached
• The link goes to the wrong room
• Room is greyed out in the + menu
• A room was deleted by mistake
• An element sits in the wrong place on phones
• An element is gone from the view
• The address is not in the list
• The logo does not upload
• A tour still shows the Vistura badge
• This form is not taking messages at the moment.
• The image could not be uploaded. Try again.

Publishing and sharing

• Free plan limit reached: Free keeps 3 tours online at a time, private ones included. To free a place, mark a tour as sold or take it offline, or move to Pro for unlimited tours.
• This tour is private
• Couldn't copy. Select the text and copy it manually.
• The message has no property name
• Buyers cannot tap the link in your post
• The QR code opens a page that says the tour is private
• Hiding a tour from search engines is part of the Pro plan.
• The tour is not on Google yet
• This address is already taken. Add the area or a detail.
• The record exists but its value doesn't match. Copy the exact value.
• Verification expired. Restart it to get a new TXT record.
• The page shows the code as text
• The tour is too low or too tall on the page
• The link field says Preparing the link…
• Take offline is not in the menu
• Delete is greyed out

What buyers see

• The tour is slow to open
• The tour did not load
• Tour not found
• Buyers do not see your latest changes
• This tour is private
• That password is not right. Check it and try again.
• Buyers are asked for a password
• This home isn't available right now
• Online booking is not open for this home yet. Leave your contact and the agent will suggest a time.
• There are no free times in the coming days. Leave your contact and the agent will suggest one.
• Someone just booked that time. Please pick another.
• Buyers do not hear the voice straight away
• A buyer does not see the floor plan, video or narration
• The page shows no other homes

Leads, statistics and people you invite

• Lead emails do not arrive, or go to the wrong address
• Notifications are blocked for Vistura in this browser. Allow them in the site settings to get alerts.
• This browser cannot show alerts. Use Chrome, Edge, Firefox or Safari.
• Alerts stopped arriving
• The WhatsApp or call button is missing
• No visits show
• This contact did not come from a measured visit (an older lead, or statistics were not on yet).
• The person did not get the email
• The owner did not get the email
• They see The free plan has 3 tours online at a time. Choose a team, or upgrade to receive it.
• This invitation has expired or was cancelled. Ask for a new one.
• This code doesn’t exist or has expired. Ask for a new one.
• No free seat. Add one in Seats and approve again.

Account and payment

• Wrong email or password.
• There is already an account with this email. Sign in instead.
• The activation email is not there
• This username is already taken.
• The app opens in another language on a new phone or computer
• A banner says Payment overdue.
• Vistura says Couldn't start checkout. Please try again.
• You paid, and the plan still says Free
• The dialog says you own a team with other people in it

Still stuck?

Still stuck? Write to support: see Contact Vistura support.