ExploreXR Plugin

Support

ExploreXR support is designed to help teams diagnose issues quickly, understand platform behavior clearly, and keep live deployments stable. Start with the documentation and diagnostics workflow below, then escalate to direct support when needed.

Start With The Right Support Path

1. Documentation

The documentation provides step-by-step guidance for installation, embedding, add-on setup, licensing, and operational configuration.

2. FAQs

The FAQ covers licensing, compatibility, file formats, performance, page builders, and common operating questions.

3. Diagnostics

The Debug Toolkit is included with every ExploreXR installation and should be the first stop when troubleshooting behavior on a live site.

The Debug Toolkit

The Debug Toolkit gives you visibility into the environment ExploreXR is running in. That makes support faster and reduces guesswork during issue resolution.

What the toolkit helps you inspect

WordPress and PHP versions
active plugin state
model metadata and file handling
license status and add-on allocation
shortcode rendering checks
plugin-specific error output
performance-sensitive settings
cached data and configuration state

Recommended workflow

Review system information
Confirm model and shortcode configuration
Check add-on status and license state
Review any available error output
Include those findings in the support request if the issue remains unresolved

This workflow improves response quality because it starts from evidence instead of assumptions.

When To Open A Support Request

Open a support request when:

the documentation does not resolve the issue
the problem affects a production deployment
an add-on is not behaving as expected after basic checks
compatibility or license behavior needs confirmation
you need product-level guidance for a specific implementation path

Include the following details

ExploreXR version
License Categories
WordPress version
PHP version
active add-ons
steps to reproduce the issue
screenshots if relevant
Debug Toolkit findings if available

Common Operational Checks

Model Not Displaying

confirm the model format is supported
confirm the model was added through the ExploreXR workflow
confirm the embed target uses the correct model ID
confirm the model file is accessible
review browser console and Debug Toolkit output

AR Not Launching

confirm the AR add-on is active
confirm HTTPS is enabled
confirm supported device and browser conditions
confirm a USDZ asset is available for iOS where required

Add-On Not Activating

confirm the license tier still has available add-on capacity
confirm the paid license is active or still within the grace period
confirm the core platform is active

Large Model Loading Slowly

review model size and compression
use a poster or lazy loading strategy
confirm hosting conditions are adequate for the asset size

Supported asset formats

.glb
.gltf
.usdz
.jpg
.png