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How to Request an Update or Correction for a Published iGuide

Updated

Overview

If you need changes made to a published iGuide, you can submit a request through the iGuide Portal at manage.youriguide.com, or manage.iguide.au for Australian accounts. The Portal works on phones, tablets and computers.

There are two types of requests:

  • Update: Adds or changes content in your iGuide, such as a room that was scanned later or a space that has been renovated. Updates are charged based on the type and scope of the change.
  • Error Correction: Fixes a mistake in the delivered iGuide, such as a missing door on the floor plan. Corrections are free once the error has been verified.

Note: Some changes, such as room labels, can be made yourself in the iGuide Edit view, so you don’t need to submit a request.

In this Article

Before You Begin

  • The iGuide must already be published.
  • For the fastest processing, capture any new scans in a separate project in the PLANIX app.
  • If the new scans were already added to the original project, re-export that project instead of rescanning.

Step 1: Prepare New Scan Data (If Adding Scans)

If you’re adding new scans, you’ll need to produce a stitch.tar file.

PLANIX R1:

  • Create a new project for the additional scans and capture them.
  • From the project’s menu, select PUBLISH NEW iGuide to start the export.
  • The file is saved in the project’s _Export folder.
  • You can also transfer the project to a computer and export it from Stitch.

PLANIX Pro:

  • Remove the USB stick and export the project in Stitch on a computer (most common).
  • Alternatively, export the project from the app and download the file to your device.

Step 2: Submit an Update

  1. Log in to the iGuide Portal.
  2. Click iGuide Details (or Edit) on the iGuide you want to update.
  3. Select Request an Update from the Quick Access toolbar.
  4. Choose I want to request an update.
  5. Answer whether you’re uploading new Stitch Data:
    • Yes: Describe the types of changes and the new scans, then upload your stitch.tar file.
    • No: Select the applicable update options and add a description.
  6. Press Request Update. Keep the page open until any upload has finished.

How to Report an Error

  1. Log in to the iGuide Portal.
  2. Click iGuide Details (or Edit) on the affected iGuide.
  3. Select Request an Update from the Quick Access toolbar.
  4. Choose I want to report an error.
  5. Describe each error type as specifically as possible, and select the affected floor or building.
  6. Press Report Error.

What Happens Next

Our team will review your request and update the iGuide. You’ll receive a confirmation email once the change is complete. If more information is needed, iGuide Support may contact you by email.

For typical turnaround times, see iGuide Delivery Time Estimates.

Troubleshooting

Can’t find the stitch.tar file: Check the _Export folder in the project (R1) or the download location you chose (PLANIX Pro).

Upload stalls: Use your device’s internet connection rather than the camera’s Wi-Fi, and keep the page open and your screen on.

“Request an Update” doesn’t appear: Confirm the iGuide has been published, and expand the left menu.

Submitted the wrong file or details: Open a support ticket with the iGuide address and the changes needed.

Frequently Asked Questions

Q: What’s the difference between an update and an error correction?
A: An update adds or changes content, such as a newly scanned room or a renovated space. An error correction fixes a mistake in the iGuide as it was delivered, such as a missing door on the floor plan.

Q: Will I be charged for my request?
A: Error corrections are free once the error has been verified. Updates are charged based on the type and scope of the change. See the Pricing section above for details.

Q: Do I need to submit a request to change room labels?
A: No. You can edit room labels yourself in the iGuide Edit view. See Edit View Page Introduction.

Q: Should I add new scans to the original project or create a new one?
A: For the fastest processing, capture new scans in a separate project in the PLANIX app. If you’ve already added them to the original project, re-export that project instead of rescanning.

Q: Can I submit a request from my phone?
A: Yes. The iGuide Portal works on phones, tablets and computers.

Q: How will I know when my iGuide has been updated?
A: You’ll receive a confirmation email once the change is complete. For typical turnaround times, see iGuide Delivery Time Estimates.

Q: I have an Australian account. Where do I submit my request?
A: Use the Australian Portal at manage.iguide.au. If you’re uploading from the PLANIX app, see How to Change Your iGuide Portal on the PLANIX App.

Q: Can I replace a pano image in my 3D tour?
A: See Replacing Pano Images in Your iGuide 3D Tour.

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