Troubleshooting

#I didn't get the verification email

Check your spam folder, and make sure you typed the address correctly. The link is valid for 30 minutes. If it has expired or was already used, sign up again with the same details.

#"That username is already taken"

Choose a different username. If the account is yours, use Forgot password? on the sign-in page to regain access. An email address can also only be used for one account.

#I can't sign in

Check the username and password. If you can't remember it, use Forgot password?. Make sure your browser accepts cookies for the site — the sign-in session is a cookie.

#The password reset link doesn't work

Reset links expire after 30 minutes and can be used once. Request a new one from Forgot password?.

#An upload failed

• The file must be a GeoJSON, GeoPackage, GeoTIFF or a zipped Shapefile.
• A Shapefile zip should contain the .shp, .shx, .dbf and .prj files.
• Check the file opens in desktop GIS software; a corrupt file will not import.
• If you see "Import is taking longer than expected — check back shortly", the import is still running. Wait, then reload the page and check the Data tab before uploading again.

#My upload says it could not be secured

Every upload is locked to you before it is reported as finished. If that step fails, the file is removed rather than left exposed, and the upload reports an error instead of finishing. Try uploading again; if it keeps happening, tell us through Contact Admin with the file name.

#My map is blank

• Check that your layers are switched on in the layers panel.
• Zoom to the layer: it may be in a different place from where you're looking.
• Check the layer has a coordinate system. Data with no or the wrong coordinate system can land far off the map.
• For a published map, viewers on a basemap that needs a private token automatically get an equivalent open one — if you still see nothing, republish.

#My form's data isn't on the map

• The form needs a GPS question or latitude and longitude fields. Otherwise it shows as Table only.
• Submissions with blank or invalid coordinates are counted as without a location.
• If Show approved submissions only is on, only approved submissions are drawn.
• A form that has not been published has no data yet.

#A new layer isn't on my open map

If you added data to a map from the project's Data tab while the map was open in Map Studio, reload the map to see it.

#A published map shows old data

A published map is a frozen copy. Republish it to refresh it — it keeps the same share link.

#Charts on my dashboard are empty

Widgets built on a form only show data to the owner of that form's project. Check you are signed in as the owner, and that the form has submissions for the selected month and time range.

#Still stuck?

Send us the page you were on and what you expected using Contact Admin in the sidebar, or the contact page.