Troubleshooting and support

Getting help

Write to help@struction.com or use the form at struction.com/contact/support. Include the project name and, for a document problem, the file name. Replies come from help@struction.com.

Signing in

The verification email never arrived. Check spam and quarantine — company mail filters sometimes hold it. Ask IT to allow the sender, or write to help@struction.com and they'll verify you by hand.

The password-reset email is missing. Same cause; same fix. Check spam first.

"I can't get into my account." If your organization's payment lapsed more than 30 days ago, the account is paused until billing is updated — see Billing and your plan. Otherwise reset your password, and if that fails, write in.

The sign-in box never appears, or the page says a script failed to load. Your network or an ad blocker is blocking clerk.struction.com, which handles sign-in. Refresh, try another network, or ask IT to allow that domain.

I signed up with my personal email and can't go further. Free trials need a company email, so setup stops at Use your work email. Click Back to sign up and sign up again with your work address, or book a demo. A personal email is fine if you're buying a paid plan.

Creating a project

Continue stays grayed out. The line under the file list says why. Please upload at least one project file — add a file. Please wait for all files to finish uploading — give it a moment. A file didn't load — remove it and add it again. BIM files alone are not enough to create a project — add at least one construction set PDF alongside the model. These documents total … pages, over your plan's …-page limit — remove some documents, or click Upgrade plan.

The project card went red, and I got an email saying processing failed. The card reads Processing failed, and the email's subject is Project Processing Failed for your project name. Something in a document couldn't be read. The team is notified automatically and will email you again when it's fixed; you don't need to re-upload unless asked. If you're asked to re-upload, split a very large PDF into its volumes first.

Processing has run for hours with no error. Write to help@struction.com with the project name — the team can see the pipeline's state.

"Failed to create project, please try again." Check the projects dashboard before you retry — the project may exist. Retrying can create a duplicate project.

A file was refused as too large. Split the PDF into its volumes — architectural, structural, MEP — and upload them together.

The 3D tab stays grayed out after uploading a Revit model. Converting a .rvt file can fail, and the model may not appear in the project. Export the model from Revit as IFC and upload that instead, and let help@struction.com know.

The map

The map is blank, or the page says it can't create a graphics context. The map needs hardware-accelerated graphics. Turn on hardware acceleration in your browser, use a current version of Chrome or Edge, and avoid remote-desktop or virtual-desktop sessions, which usually lack it.

A document is filed under the wrong type. Change the label from the dropdown under the file name.

A sheet sits under the wrong discipline, or has the wrong number or title. Title-block reading isn't perfect on a small share of sheets, and you can fix it yourself. Right-click the sheet on the map and choose Move to, then the discipline it belongs in — select several sheets first to move them together. Edit title on the same menu opens the sheet details, where you can correct the sheet number and title. Both need edit access to the project.

The space bar or other keys do odd things. The toolbar has keyboard focus. Click the canvas once and try again.

A fast zoom left a sheet half-open with no highlight. Zoom out and back in.

"User not authenticated" when opening a project link. Your session expired. Sign in and open the link again.

Scopes

Some trades came back empty, duplicated, or with errors. Ask chat to regenerate that trade — regenerate the Electrical scope — and it will warn you before overwriting any edits. If a trade came back duplicated, write to help@struction.com with the project name.

My exemplar shows Processing, then Failed. Some Word documents time out while Struction reads them. Split the file into smaller parts and upload those, or write to help@struction.com with the file.

Chat

Chat errored out, or has been thinking for a long time. Click Retry on the message, or start a new chat from the + menu. Long jobs such as scope generation show progress on the item, not in the chat — check the scope card.

Chat says it did something, but nothing changed. Ask again naming the exact target — the sheet, scope or item — and check the map. If it repeats, write in with the message text.