ViewNexo
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25. Common problems

The questions we get most, with what you can do yourself. If none of this solves it, see chapter 26.

My code didn't arrive

  1. Wait a minute: sometimes it takes a little while.
  2. Check the Spam or Junk folder and, in Gmail, the Promotions tab.
  3. Check that you typed your email correctly. If not, click Use another email and type it again.
  4. Click Resend code. The button turns on after a few seconds (you will see the countdown).
  5. If you already had an account with that email, you don't get a code but a notice: sign in with your password or recover it.

The code says it is wrong or expired

  1. Use the code from the last email you received: if you asked for several, only the newest one works.
  2. Type the 6 digits without spaces. The message tells you how many attempts you have left.
  3. The code expires after 15 minutes. If you see "The code expired or was tried too many times", ask for a new one with Resend code.
  4. If it was the two-step verification code, sign in again to get another one.

I forgot my password

  1. On the sign-in screen tap Forgot your password?.
  2. Type your account's email and click Send me the link.
  3. Open the email and click the link within 30 minutes.
  4. Type the new password twice and click Save password. Then sign in with it.
  5. If the link says it no longer works, ask for a new one with Request a new link.

The page doesn't load or is blank

  1. Check your internet: open another page, for example google.com.
  2. Reload the page: on a computer press F5 or Ctrl+R (⌘R on a Mac); on a phone tap the reload icon (the circular arrow) next to the address.
  3. If you see "Can't reach ViewNexo", check your connection and click Try again.
  4. Try another up-to-date browser (Chrome, Safari, Edge or Firefox) or your phone.
  5. If the tour says the device can't display the 360° tour, open it from another, newer phone or computer.
  6. If it is still the same, take a screenshot and open a ticket (chapter 22).

I can't see the button the tutorial mentions

  1. Look in the left sidebar. If you can't see it, click the side panel button at the top left, next to your organization's name.
  2. On a phone the sidebar is hidden: tap that same top-left button to open the menu.
  3. Check your role (it appears under the organization name, top left). Editors don't see the Publish or Invite someone buttons, and cannot change the status of leads and orders, export them, request plan changes or change the organization's details.
  4. Check your plan: orders, the AI assistant, Write with AI, lead export, advanced analytics, brand colors and embedding on your website depend on the plan. Where it isn't included you will see a notice with See plans.
  5. If you have several businesses, check you are looking at the right one in the business selector, at the top right of the page (in Products and Services).

My 360° photos look distorted or won't upload

  1. The photo must be an equirectangular 360° panorama with a 2:1 ratio: the width is twice the height (for example 6000 × 3000). A normal photo or a regular panorama won't work.
  2. It must be at least 2000 pixels wide and up to 80 MB.
  3. Accepted formats: JPG, PNG, WebP or HEIC (iPhone photos).
  4. If you use a 360° camera, export it from its app as a 360° (equirectangular) photo, not as a flat or "tiny planet" photo.
  5. If a scene says Failed, upload it again; in the editor you can use Replace photo.
  6. The easiest way is to take them with the ViewNexo 360 app (chapter 8), which already saves them in the right format.

The tour doesn't show when I open the link

  1. In Virtual tours, check that your tour says Published. If it says Draft, Unpublished or Archived, open it and click Publish.
  2. To publish you need at least one 360° photo that has finished processing.
  3. Only managers and owners can publish.
  4. Copy the link again with the copy button: sometimes it gets pasted incomplete.

Customers can't message me on WhatsApp

  1. In Businesses, open your business and, in the Details tab, check the WhatsApp field.
  2. Enter the number with the country code and without the leading zero, for example 593 97 926 8620 for Ecuador.
  3. Click Save changes.
  4. On the tour's page, under Tour settings, check that Show WhatsApp button is on.
  5. Try it yourself: open your tour on your phone and tap the green button.

My changes don't show

  1. Check that you clicked Save changes (the 360° editor saves on its own and says All changes saved).
  2. Reload the tour's page: F5 on a computer or the reload icon on a phone.
  3. Product changes (price, photo, availability) show instantly after reloading.
  4. A new 360° photo takes about a minute to process.

I want to change my plan

Go to Billing and click Contact support or Request this plan on the card of the plan you want (chapter 20). Only the owner can do it. You can also write to us on WhatsApp.

I want to delete my account

  1. To remove just one person from the team: Team → three dots → Remove from team (chapter 19).
  2. To delete a business with its tours, catalog and leads: Businesses → your business → at the end of Details, Delete business. Only the owner can do it and it can't be undone.
  3. To delete your whole organization and account: go to viewnexo.com/eliminar-cuenta. It lists the address the owner must email, from their account's email, with the subject Delete account.

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