All questions

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• How do I add an iJewel3D viewer to a client website?
• Do I need a licence key for the SDK?
• Which path gives me control of the viewer from JavaScript?
• How do I send a 3D model to a client for approval?
• Can I keep client work private?
• What is the difference between iJewel Design and the iJewel platform?
• How can a manufacturer show a full catalogue to retailers without samples?
• Which parts of iJewel3D does a manufacturer need first?
• Can my retail partners show my pieces on their websites?
• How can I show a ring in each metal without a photo of each one?
• I am a retailer and I have no 3D files. What can I do?
• Does a 3D viewer replace the store visit?
• What does VJSON mean?
• What is the difference between WebGi and Threepipe?
• What is a render-ready file?
• What must I check before my 3D viewer goes live?
• How do I make sure that customers can open my share link?
• Why does the iJewel logo show on my embed?
• Does iJewel3D work with Rhino or MatrixGold?
• Which website platforms can show the iJewel3D viewer?
• Does iJewel3D make 3D models for me?
• How do I put my first 3D model on my website?
• How do I start with iJewel3D?
• What do I need before I upload my first model?

Files

• Why is my 3DM file empty after the upload?
• Why are some parts of my Rhino model not visible?
• What does Save small do to my file?
• What must I check before I upload a model?
• Why does my model look wrong after the upload?
• How do I move a model to a different folder?
• How do I copy a file?
• How do I duplicate a file in the same folder?
• What do I do when the file name is already in the folder?
• How many models can I upload?
• What is the maximum file size?
• Do images count as models?
• Where do I find the File ID of my model?
• What is the model ID in the embed code?
• Where do I find the folder ID for the scope value?
• How do I make a folder for my models?
• How do I add a tag to a file?
• Can I get a deleted file back?
• How do I prepare diamonds in my CAD file?
• Why do my baguette stones look like round stones?
• Can stones of different sizes share one layer?
• Why do my diamonds look like glass?
• Why do my gems have no facets?
• How do I unweld gem meshes in Rhino?
• How do I bring my iJewel Design models into the iJewel platform?
• Where do my imported iJewel Design projects go?
• Does the sync change my iJewel Design account?
• How must I name the layers in my Rhino file?
• Why do two parts of my ring always get the same material?
• How do I make a two-tone ring?
• How do I update a model without a new link?
• Do my embeds break when I upload a new version of a model?
• Why did my upload make a second file?
• Why does my model load slowly on a phone?
• Why does the page reload on an iPhone?
• How many polygons can my model have?
• Which file formats can I upload?
• Which format is best for my models?
• Can I upload an STL file?
• Which formats does BatchX use?
• Why does the platform say that my file size exceeds the plan limit?
• Why can I not upload more models?
• How do I make my file smaller?
• Why is my ring tiny or very large after the upload?
• Which units must I use in Rhino?
• Does the platform change the size of my model?
• How do I upload my 3D model?
• Can I upload a full folder of models?
• What do I do when a file with the same name is already there?
• What do the options in Upload Settings do?
• Which upload options are on by default?
• Why can I not change Auto Center or Auto Scale?

Edit and render

• Why does BatchX hang when I render many models?
• BatchX has no more memory. What do I do?
• How many models can I put in one BatchX batch?
• How do I rotate, zoom and move the view in Playground?
• How do I save a camera angle and go back to it?
• How do I stop the camera below the ground?
• Why do my diamonds have no sparkle?
• Why does my diamond look white or flat?
• How do I get more fire in the stones?
• How do I change the light on my model?
• How do I load my own HDR or EXR file?
• How do I move the reflections or make them brighter?
• What is the HDR Map Editor?
• How do I make my own HDR light setup for jewellery?
• Is the HDR Map Editor free?
• Is there a free trial of BatchX?
• Can I move my BatchX licence to a new computer?
• Is BatchX part of my iJewel platform plan?
• Which file formats can I import into Playground?
• How do I export a video or PNG sequence with a transparent background?
• How do I set the turntable speed, direction and angle?
• Can I export TIF images or separate render layers?
• Does Playground have a grid overlay?
• Why does my model move by itself every few seconds?
• How do I set an exact camera angle?
• Can Playground load my scene preset by default?
• Can I render pearl, mother-of-pearl, opal or moonstone?
• How do I match the diamond look of a reference image?
• Why do my diamonds look dark, black inside or cloudy?
• Why do my diamonds look wrong after import?
• How do I import my own material?
• How do I recreate the look of a reference render?
• Why does my metal look dark, flat or too bright?
• How do I get a specific metal color?
• How do I make a black, glossy ground with a reflection?
• Why are the textures missing, or the texture is upside down?
• What is the difference between a GLB file and a VJSON file?
• How do I make the watch hands move?
• How do I make the camera turn around the pendant and not the chain?
• Why does Playground open in batch render mode each time?
• How do I go back to the normal editor from batch mode?
• What computer do I need for BatchX?
• Does BatchX work on a Mac?
• Which 3D file formats does BatchX accept?
• Why is my model black after I load it?
• Why does the metal look dark in Playground?
• The scene is blank or black. What do I check?
• Why does my video export take more than 10 minutes?
• How do I make the turntable video export faster?
• Can I export a video with a transparent background?

Share and embed

• Why do material buttons show over my model on my store page?
• How do I remove the configurator from my embed?
• I did not add a configurator. Why does one show?
• Can a customer download my 3D model from the link?
• How do I let a client download the file?
• How do I turn the download off again?
• How do I add the try-on button to my viewer?
• Why does the AR button not show on my link?
• Do my customers need an app for try-on?
• Why can I not rotate the model to see the underside?
• How do I stop the camera below the floor?
• How do I use a camera from my 3D software?
• The picture of my model shows the old material. How do I change it?
• How do I update the thumbnail of a file?
• How do I change the cover image of an embed?
• How do I use my own domain for share links?
• How do I connect a custom domain?
• Which DNS record do I add for my domain?
• My domain status stays on Checking DNS
• My domain shows an SSL error
• What is a whitelabel domain?
• What counts as one domain?
• What is the difference between a managed domain and a self-hosted domain?
• Do I need to register my domain for an iframe embed?
• Which plan do I need for a custom domain?
• How do I change the text in the browser tab on my domain?
• How do I hide the card with the file name in the viewer?
• Why does my domain show the wrong page title?
• How do I protect my 3D model from a copy?
• What does Make Protected do?
• Why does my protected model look wrong on my website?
• Do I need a license key for the SDK?
• How do I register my website for the viewer SDK?
• Which domain type do I select for my own website?
• How do I open the viewer with rose gold already selected?
• Can the colour buttons on my product page change the metal in the viewer?
• Why does ?Metal=Gold do nothing?
• How do I send a 3D model to a customer?
• How do I make a file public?
• Where do I copy the share link?
• My share link shows a blank page
• My embed shows nothing
• The link asks my client to sign in
• Why can my client not open the model?
• My embed by tag or by name shows nothing
• How do I embed a model by product ID and not by file ID?
• Can my store build the viewer address from the product number?
• Where do I find the folder ID for the scope?
• How do I make the 3D model load without a click?
• How do I show a cover image with a play button?
• How do I make the model turn when the viewer opens?
• Why does my viewer show iJewel3D Evaluation Version?
• How do I remove the evaluation watermark?
• Do I need a license key to remove the watermark?
• Why does my model look broken on my own domain?
• My model looks correct on ijewel3d.com but scrambled on my domain. Why?
• Can I show a protected file on a custom domain?
• How do I hide the buttons in the embedded viewer?
• Which embed settings need a paid plan?
• How do I remove the share button from my viewer?
• How do I turn on Try-On for my own domain?
• Why does a small iJewel icon show in the Try-On camera view?
• Why can I not set Enable TryOn to on?
• How do I add the 3D viewer to my Wix site?
• Does the viewer work on Magento or BigCommerce?
• My store is not on Shopify or WooCommerce. Can I use the viewer?
• Are my uploaded models private?
• Who can open my share link?
• How do I give one person access to a file?

Configurators

• Where do I open the new configurators?
• Does the beta change my real files?
• Do links made on beta.ijewel3d.com still work?
• What is not in the configurator beta yet?
• How do I share my configurator with a customer?
• How do I put my configurator on my website?
• Why does the link ask my customer to sign in?
• Why do prices not show on my own website?
• What does "Changed in the background" mean in the configurator editor?
• Why was my configurator change not saved?
• Why is the price in the editor not the price that customers see?
• Why is an option grey in my configurator?
• Why do the option pictures of my configurator not show?
• Why do my customers see an old version of my configurator?
• Do the template models use my model limit?
• Why are the numbers on the card not the numbers in the editor?
• What is the new configurator?
• What can customers do in a configurator?
• Which templates can I start from?
• What are lists, options, parts and rules?
• How do I let a customer change the metal on my ring?
• How do I make a two-tone ring with a metal choice for each part?
• Can one model show a version with a halo and a version without a halo?
• Why does my configurator show no price?
• Why does the price not show on my own website?
• How do I add a shape or a metal to my configurator?
• How do I add an option with my own picture?
• How do I change the order of the lists?
• How do I choose the option that customers see first?
• Is there a Save button in the configurator editor?
• Why do my customers still see the old version?
• What does "Changed in the background" mean?
• What do the configurator settings do?
• How do I set prices in my configurator?
• Are the template prices real prices?
• How do I price by metal weight and carat?
• Can I edit the prices in Excel?
• How do I see how a price was made?
• How are SKU codes made?
• How do I create a configurator?
• How do I make a ring configurator from a template?
• How do I publish a configurator?
• How do I stop a customer from picking a combination that I do not make?
• How do I show a reason for an option that cannot be picked?
• How do I add a price for one option with another?
• How do I write many rules in a spreadsheet?
• Can I make a configurator for a pendant or earrings?
• Which templates are there besides rings?
• Why is there no Try-On in the pendant template?
• What does each button of the configurator editor do?
• What is the difference between edit mode and Hide edits?
• Why can I not edit a configurator?
• How many 3D files does my configurator need?
• How must I name my files for the configurator?
• How do I upload my own models to a configurator?
• Do the library models count towards my model limit?
• What do the counts in Manage, Files mean?

Try-On

• Which phones and browsers does Try-On work on?
• Does my customer need an app for Try-On?
• Why does the camera not start in Try-On?
• Why is there no AR or Try-On button on my model?
• I did the Try-On fit but the button does not show. Why?
• Why does Try-On not show on my own domain?
• Why is the ring too big or too small in Try-On?
• Why does the ring float next to my finger?
• Why does the ring head point the wrong way in Try-On?
• How do I remove the iJewel icon from the Try-On camera view?
• Is Try-On included in my plan?
• Does a whitelabel domain also whitelabel Try-On?

Account and billing

• How do I get more models without a plan change?
• How do I buy one more domain?
• Do I need an add-on for whitelabel Try-On?
• How do I sign up for iJewel3D?
• Do I need a payment card to create an account?
• I did not get the verification email. What do I do?
• What is a dedicated instance?
• Why is there no Google sign-in on my company workspace?
• Where do I manage billing for an enterprise instance?
• Why can I not add my domain?
• The platform tells me that all production slots are in use.
• I cannot upload more models.
• I paid but my plan still shows Free.
• My paid features are locked after I subscribed.
• I bought an iJewel Design plan and my platform plan did not change.
• Are my iJewel Design account and my platform account the same?
• I have an iJewel Design plan. Why do I see paid features on the platform?
• How do I bring my iJewel Design models into the platform?
• How do I add a colleague to my workspace?
• How many team members can I have?
• My colleague has an account but sees no files. Why?
• Where do I find my invoices?
• How do I change my card?
• What happens if a payment fails?
• How many models can I upload on my plan?
• Which plan do I need for my own domain?
• What is the difference between the personal plans and the organization plans?
• How do I get a refund?
• Is there a money-back guarantee?
• Do I get a refund when I cancel my plan?
• I forgot my password. How do I reset it?
• I did not get the password reset email.
• How do I change my password when I am signed in?
• What is the difference between a viewer and an editor?
• Who can manage users in my workspace?
• What can a guest do?
• Who can see my models?
• Can a visitor download my model?
• Is my card safe?
• How do I log in to iJewel3D?
• Why do I not see the Google sign-in button?
• Why does the platform tell me to verify my email?
• How do I upgrade my plan?
• When does a downgrade or a cancel take effect?
• Can I undo a cancel?

Developers

• Why does the viewer say that it requires WebGI to be loaded?
• In which order do I load the WebGi script and the Mini Viewer script?
• Which Mini Viewer bundle includes WebGi?
• Why do I get "window is not defined" when I import the iJewel viewer in Next.js?
• How do I use ViewerComponent in Next.js?
• Does the Mini Viewer work with server-side render?
• How do I embed a configurator in my shop page?
• How does my page hear Add to cart from the configurator iframe?
• What is window.ijewel.ring?
• When do I use the headless configurator SDK?
• What is in the cart line of a configurator?
• How does my server check a configurator cart line?
• What happens to a cart line when the author publishes again?
• Which websites can show the configurator prices?
• Why do I get a CORS error when I load a model with the SDK?
• Why does my website say that the domain is not whitelisted?
• Do I need to register my domain for an iframe embed?
• How much does an SDK licence cost?
• Do I need a paid licence to use the SDK?
• How do I remove the evaluation watermark?
• How do I install WebGi?
• Where do I get the latest SDK version?
• Does the iJewel3D docs site have an llms.txt file?
• How do I give the iJewel3D docs to an AI assistant?
• Can I get a docs page as Markdown?
• How do I install the configurator SDK?
• How do I build my own controls for a configurator?
• How do I use my own price with the configurator SDK?
• Which error codes does the configurator SDK give?
• What is WebGi?
• Is WebGi the same as three.js or Threepipe?
• Do I need a licence key for WebGi?