If your TrueTour isn't loading or your website links aren't displaying correctly, we've got you covered. Most issues have quick, simple fixes that restore seamless access to your immersive content. Loading problems typically stem from two common security settings that are easy to adjust.
Identifying Your Issue
Direct Link Issues: Your TrueTour link won't open correctly from emails, browsers, or bookmarks. It times out or never loads.
Website Embed Issues: The link works beautifully when opened directly but fails when embedded on your website through pop-ups, iFrames, or buttons.
Let's identify your specific scenario and get your virtual tours loading flawlessly.
Scenario 1: TrueTour Won't Load on Network
What's happening: You're clicking a TrueTour link directly (from an email, shared link, or browser bookmark), but the page refuses to load or times out completely.
Why it happens: Your organization's firewall or security filters are likely blocking visitme.co or truetour.app domains, preventing the immersive content from reaching your device.
Who can help:
- If your organization has an IT team, share our allowlist guide so they can configure your network settings
- If you manage your own network, review your local security settings or contact your internet service provider for guidance on allowing external domains
Next Step: Check out our How to Configure Domain Allowlist for Visiting Media guide for detailed instructions your IT team can implement right away.
Scenario 2: TrueTour Won't Load on Website
What's happening: Your TrueTour link opens perfectly when clicked directly but fails when embedded on your property website, whether as a virtual tour button, pop-up modal, or iFrame.
Why it happens: Your website's content security policy (CSP) or content management system (CMS) may be restricting external embeds. However, embedding issues can stem from various sources—from allowlist configurations to script code adjustments or iFrame settings.
Who can help:
Website embed issues require a tailored approach. While some cases need simple allowlist updates, others require adjustments to embed codes, iFrame parameters, or script configurations. Our Support team works directly with you or your web developers to identify the exact cause and implement the right solution quickly.
Next step: Submit a support request with the following details:
- The specific page URL where the embed should appear
- How you're trying to embed the TrueTour (button, pop-up, iFrame, etc.)
- Who manages your website (you, a web develop team, IT, etc.)
- Any error messages you're seeing
Our team will identify the issue and provide step-by-step technical guidance to restore optimal TrueTour display on your site.
Need additional help? Submit a support ticket through our Support Request Form and our team will assist you promptly.