Help centre
Frequently asked questions
Practical answers and a way to report a drawing we could not import.
Which files can I import?
Automatic imports accept PDF, PNG and ASCII DXF files, up to 8 MB. DWG and binary DXF are not supported. Export those drawings as a PDF or ASCII DXF first.
How do I get a better result?
Use the original vector PDF or ASCII DXF when available. For images, use a sharp, straight-on scan with a clear background. Crop unnecessary borders and review the detected scale, walls, doors and spaces before publishing.
Why was my file rejected?
A file may exceed size, page or image limits, be password-protected, contain active content, fail security scanning, or use an unsupported format. Security scanning must be available before we accept an upload. Try a clean export, a smaller file or fewer pages.
What if the import fails or misses important details?
Use Import not working to send the original file and describe the issue. Sign in with a verified email first. The report uses no import credits. We review examples to improve the importer; submitting a file does not guarantee a conversion or a completion date.
Who can see a submitted problem file?
Problem files are private. Only authorized platform administrators can download them after additional administrator verification. They are not published or attached to email. We retain files for up to 180 days; reply to the confirmation email to request earlier deletion.
How do import credits work?
Automatic imports use credits per selected page or drawing. Credits are reserved during processing and review, then charged only when the reviewed layout is saved. Failed or cancelled imports cost nothing. Unused holds expire within 24 hours; retrying a saved import never charges twice. Verified accounts receive 5 welcome credits. Successful conversions cost 1 credit per PDF page, PNG image or DXF model space. Purchased credits do not expire. Your billing page shows available credits and activity. Reporting a problem does not spend credits.
How does Wayfinder work?
Choose a destination and a starting point, then select Guide me there. Routes depend on the drawing’s walkable areas and entrances. Test routes and the scale before sharing. Wayfinder is not an emergency evacuation system.
How do I share or manage billing?
Publish your reviewed floorplan from the editor and share the generated link. Editing, furniture and navigation are free. Spend 10 credits to publish one floorplan for 90 days, including embedding and updates. Open Credits and billing to buy prepaid packs; there is no subscription or automatic renewal.
How can I contact support?
Use the contact form in the app or email info@build3dfloorplans.com. Include the report reference when asking about a submitted file. Never send passwords or payment details.