Frequently Asked Questions

Answers to common questions about using Plans.

Platform basics

What’s the difference between the iOS app and the Web platform?

iOS App:

Captures 3D scans using device camera
Takes photos and creates annotations
Works offline with automatic sync
Required for data collection

Web Platform:

Views and manages project data
Browser access
Visualization and editing tools
Project management and reporting
Cannot capture new scans

Both platforms sync automatically.

Do I need both the iOS app and Web access?

The iOS app is required to capture scans. The Web platform is required to view and edit project data. Most users use both.

Can I use Plans on Android devices?

The mobile scanning app requires iOS devices (iPhone/iPad Pro) with LiDAR hardware. The Web platform works on any device with a modern browser, including Android.

Device requirements

Which iOS devices are supported?

Minimum Requirements:

iPhone 12 Pro or newer (with LiDAR)
iPad Pro (2020 or newer with LiDAR)
iOS 18.0 or later

All supported devices include LiDAR sensors. Older devices without LiDAR can view projects but cannot capture scans.

What iOS version should I use?

iOS 18.3 or later is recommended for the best experience.

The Plans app requires iOS 18.0 minimum because it uses Apple’s RoomPlan framework, which requires iOS 18+.

Why iOS 18+ only?

RoomPlan framework improvements in iOS 18
Better object detection and room dimension accuracy
Enhanced LiDAR processing
Data format incompatible with earlier iOS versions

Check your iOS version: Go to Settings > General > About > iOS Version.

Update iOS: Go to Settings > General > Software Update.

The app says camera access denied. How do I fix it?

Camera access is required for scanning. Try these solutions:

Check Privacy Settings:

Go to Settings > Privacy & Security > Camera
Find the Plans app in the list
Enable the toggle next to the app name

If app not in Settings list:

Delete the app completely
Restart your device
Reinstall from App Store
When prompted, tap “Allow” for camera access

Check Screen Time Restrictions:

Go to Settings > Screen Time > Content & Privacy Restrictions
Tap “Allowed Apps & Features”
Ensure “Camera” is enabled
Ensure “Photos” is set to “Allow Change”

See iOS Permissions Issues for detailed troubleshooting.

I don’t see the app in Settings > Camera. What should I do?

If the Plans app does not appear in Settings > Privacy & Security > Camera, this means the app has never requested camera permission.

iOS 18+ behavior: iOS 18 changed how permissions work. Apps may not appear until first permission request.

Solutions:

Launch the app and try to start scanning
The permission prompt should appear
Tap “Allow” when prompted

If prompt doesn’t appear:

Delete the app completely
Restart your device
Reinstall from App Store
Open app and start a new scan to trigger permission prompt

See iOS Permissions Issues for more help.

Can Screen Time restrictions affect the app?

Yes. Screen Time parental controls or restrictions can block camera access without obvious warnings.

Check Screen Time Settings:

Go to Settings > Screen Time > Content & Privacy Restrictions
Tap “Allowed Apps & Features”
Ensure “Camera” is enabled (green toggle)
Ensure setting shows “Allow Change” not “Don’t Allow Change”
Ensure “Photos” is also set to “Allow Change”

Screen Time Passcode: If these settings are grayed out, a Screen Time passcode is required. Contact device owner or administrator.

Managed Devices: Company or school devices may have policies preventing camera access. Contact your IT administrator.

Why doesn’t my iPad Pro 2020 work with the app?

The 2020 iPad Pro (4th generation) is compatible and should work. However, some users report intermittent LiDAR detection issues on iOS 18.x and later.

Verify compatibility:

iPad Pro 11-inch (2nd generation, 2020) - Compatible
iPad Pro 12.9-inch (4th generation, 2020) - Compatible
Must have iOS 18.0 or later

If LiDAR not detected:

Test with Measure app: Open Apple’s Measure app. Point at a flat surface. If Measure app cannot detect surfaces, this indicates a LiDAR hardware or iOS issue.

Restart device: Press and hold power button. Slide to power off. Wait 30 seconds. Power back on.

Update iOS: Go to Settings > General > Software Update. Install latest iOS version. iOS 18.3+ has fixes for LiDAR detection.

Reset all settings: Go to Settings > General > Transfer or Reset iPad > Reset > Reset All Settings. This resets system settings but keeps your data.

Contact Apple Support: If issue persists after updating iOS and restarting, contact Apple Support for hardware diagnostic. Some 2020 iPad Pro units may have hardware calibration issues.

See iOS Version Compatibility for more information.

Do I need internet to use the iOS app?

The iOS app works offline:

Capture scans without internet
Add measurements, photos, and notes offline
Data syncs automatically when reconnected
Projects must be downloaded before going offline

Initial setup and project downloads require internet.

Scanning and data collection

Troubleshooting

My scan quality is poor. How can I improve it?

Watch the on-screen messages:

“Ready to scan…” means tracking is working – you can scan
“Relocalizing” means tracking lost – move back to a previously scanned area
“Move a bit slower” means you’re moving too fast – slow down
“Scanning” confirms you’re actively recording

Improve scanning technique:

Move slowly and steadily through the room
Point at textured surfaces (furniture, wall features) rather than blank walls
Ensure good lighting

Check device:

Clean LiDAR sensor and cameras
Restart app
Ensure iOS is up to date
Check available storage space (5+ GB free)

See iOS Scanning Issues for detailed troubleshooting.

The app crashes during scanning. What should I do?

Troubleshooting steps:

Restart app - Force quit and reopen
Check storage - Ensure at least 10 GB free
Update iOS - Install latest iOS updates
Update app - Check App Store for updates
Restart device - Complete device restart
Close background apps - Free up memory

If issues persist, contact support with device model, iOS version, and error details.

My project won’t sync. How do I fix this?

Check connection:

Verify internet connectivity
Switch between WiFi and cellular
Test other apps

Retry sync:

Pull down to refresh on project list
Open specific project to trigger sync
Enable “Sync on Cellular” in settings

Clear cache:

Settings > Advanced > Clear Cache
Restart app

Force upload:

Open project
Tap Settings > Force Sync
Wait for completion

The Web viewer is slow or not loading. What should I try?

Browser:

Clear browser cache and cookies
Disable browser extensions
Update to latest browser version

Hardware:

Close unnecessary tabs and programs
Check GPU is enabled for browser

Network:

Check internet connection
Allow project to fully load before interacting

Project settings:

Enable “Low Quality Mode” for large projects
Reduce visible point density
Hide unnecessary layers

See Web Performance for detailed troubleshooting.

Data organization

What building element types are available in Plans?

Plans organizes building elements into primary types and children types:

Primary Types:

Wall - Vertical planar elements
Floor - Horizontal planar elements at bottom of spaces
Ceiling - Horizontal planar elements at top of spaces

Children Types:

Door - Access openings with operable panels
Window - Glazed openings
Hatch - Small access openings in Floors or Ceilings
Opening - Generic apertures

Each element type can have B-factors from 0.0 to 1.0 (in increments of 0.1).

See Building Element Types Reference for complete details.

What are the available story types?

Plans supports seven floor types:

Basement - Below-grade level
Ground floor - Primary entry level at grade
First floor - First level above ground
Second floor - Second level above ground
Third floor - Third level above ground
Fourth floor - Fourth level above ground
Attic - Space directly below roof

See Story Types Reference for complete details.

What severity levels can I assign to condition notes?

Plans uses four severity levels:

None - General observations
Minor - Minor issues
Moderate - Moderate issues
Major - Major issues

Notes can also be categorized by type: Condition, Building Element, Material, Electric, Technical Installation, Other, Text, or Image.

See Severity Levels Reference for complete details.

What heating types can I assign to rooms?

Plans supports four room heating types:

Heated - Actively heated space
Unheated - Not heated space
Unheated Basement - Below-grade unheated space
Unheated Attic - Above-grade unheated space below roof

See Room Types Reference for complete details.

Contact support

How do I contact Plans support?

Phone: +45 32 75 55 75

Hours: Monday-Friday, 9:00-16:00 CET

Before calling, have ready:

Your device model (e.g., iPhone 15 Pro)
iOS version
Description of the issue
Project address if relevant