General Questions

Where can I get receipts on my purchases?

You can find receipts on your purchases on your email which has been used for signing up. You can also find them in invoices section of the “My Team Billing” in your account settings.

What is a Snap?

A Snap is a combination of the main image or video, along with any hotspots and associated audio/image files you attach to it.

What payment forms do you currently accept?

We use Stripe as our payment processor, which allows us to accept Visa, Mastercard, and American Express cards.

Technical Questions

My Embedded Snap doesn’t move when I move my mobile phone, record audio, or allow fullscreen viewing.

Most likely the page you’ve embedded your Snap in is HTTP. The platform uses secure HTTPS only, as there are some features which browsers will soon be allowing only over HTTPS connections, including device motion and fullscreen. The list of powerful features includes:

• Device motion / orientation (Read motion data from phones etc.)
• Fullscreen
• getUserMedia (Allow built in MP3 recorder to work)

The official fix is: make sure you’re using the Snap over an HTTPS connection to access the ‘powerful features’.

My Snap image looks skewed / distorted!

The platform works best with equirectangular images at a 2:1 ratio.
For example: if your image is 5000 pixels wide, it will ideally be 2500 pixels high.

My Embed from a 3rd party site isn’t working.

All content is delivered over HTTPS. If your embed code is just using insecure HTTP, it won’t display. Change the HTTP to HTTPS inside the Embed code and it should display fine. If it still doesn’t work, feel free to contact us with the Embed link in question and we’ll give it a look.

My Embedded YouTube/Video Provider won’t autoplay on mobile without tapping a button.

This is unfortunately out of our hands, and is by design to combat autoplaying ads on websites, and save mobile data.

From Apple: “In Safari on iOS (for all devices, including iPad), where the user may be on a cellular network and be charged per data unit, preload and autoplay are disabled. No data is loaded until the user initiates it.”.

Google has followed suit as well: “Android has disabled autoplay in versions 4.1+.”

Audio Questions

I can’t record any audio in the Snap editor.

You must be using a recent desktop version of Google Chrome or Firefox to enable the audio encoder.

I am using Chrome or Firefox, but still can’t record audio!

When you click the   button in the file manager, your browser should pop up a window asking if you want the platform to have access to your microphone. If you accidentally clicked “No”, or closed the popup, you can access the popup again by clicking the microphone / camera icon in the browsers address bar.

I don’t get any audio in Windows using the Microsoft Edge browser.

If you’re running an “N” or “KN” version of Windows, you won’t have the necessary features to use/play audio. You’ll have to install the Media Features Pack for your version of Windows and reboot the computer.