Troubleshooting

I can’t place more signs

This page unblocks the next traffic sign when the map will not keep it. Unpaid traffic plan editor — placing past the free allowance opens the payment dialog Utrecht is not yet participating — Spend credit and Ask Utrecht to participate Use it when a click does nothing or a payment dialog appears. Event objects are not billed. Pro feature is a different gate: Feature not available for my account. Check these first 1. Log in. A share link is view-only (Plan is read-only). 2. Open the plan from Plans in the workspace that owns it. In an organization, only the assigned editor can place signs. Owners and administrators use Assign editor. 3. If the header says Plan is locked while under review, Plan is under review, or This plan is locked because it has been approved, you cannot draw yet. 4. Wait until Opening Map Environment... is gone. Do not click on a white map. Sign limits and payment Creating a traffic plan is free. Payment is asked when you place signs past the free allowance. Outside participating municipalities, unpaid plans allow a limited number of signs that count (currently 5). Each plate in a stack counts. Bulk signs can use that allowance in one line. Dialog titles include Spend 1 credit to create new plan?, Utrecht is not yet participating (the municipality under the pin), and Sign limit reached. Sign limit reached body: You have placed the maximum number of signs. That shorter modal is not checkout. Close it, then use the payment dialog if it follows. Personal workspace Title: Utrecht is not yet participating. Body includes: You can use Traffic Chart for free in the number of participating areas shown. Since Utrecht is not part of these areas yet you are not allowed to place more than 5 signs for free. 1. If you have credits: You have 1 credit available. You can spend 1 credit to place an unlimited number of signs. Click Spend credit once. Success: Credit spent. Fail: Could not spend credit. 2. If not, the finish line is Do you want to finish your traffic plan? For the price shown you can place an unlimited number of signs. Choose billing country (First select your billing country to proceed to the checkout: / Select a country) and Billing postal / ZIP code, then Pay now or Checkout. Missing postal: Enter your postal / ZIP code to continue to checkout. Bad pair: Check your billing country and postal code and try again. 3. Finish Stripe. Stay on Payment status. Wait for Payment successful, then Open traffic plan. Payment status after checkout. Personal way out: Ask Utrecht to participate (draft email). Traffic Chart cannot force Utrecht to join. Guest past the cap: Log in & Pay or Register & Pay. Log in to proceed to checkout and remove limitations. / Register to proceed to checkout and remove limitations. Organization workspace Credits in the dialog are the workspace pool. Title often Spend 1 credit to create new plan? Body: By clicking 'spend credit' we will automatically deduct one credit from your account, and create a new traffic plan for you. You have 3 credits left. (the count the app prints). - If the pool has credits and you can edit: Spend credit. - If billing is missing: Billing is not configured for this organization. Ask an organization administrator or Traffic Chart support to configure it. - Members cannot buy credits: Only an organization owner, administrator, or billing account holder can purchase credits. Ask them to add credits to this workspace. - Stale billing account: The organization billing account changed. No credit was spent. Reload the plan and try again. - An owner who is not the assigned editor cannot check out on a colleague’s plan. Reassign the editor, or pay from a plan you can edit. Organization way out: Cancel. Do not email the municipality from this dialog. A credit or card payment unlocks this plan’s sign cap. It does not turn on Bulk signs, XL, Materials Excel, Displace sign stack, or PDF preview. Full rules: Billing, free use, and credits. Dialog walkthrough: Pay or spend a credit. What good looks like The sign stays on the map. Save or Auto-save finishes. You can place the next one past five plates on an unlocked plan. If it still fails Could not check sign placement means the server check failed. Wait and retry. Do not start a second payment. Payment could not be initialized. Please try again. Close the dialog, refresh, retry once. Do not pay a second time if Stripe already charged you. See Payment succeeded but plan not unlocked. Email customer@traffic-chart.com with the plan link. Contact support.

Export fails or is blank

This page gets you a PDF that downloads and shows your drawing. Export choice dialog — Sharable link versus Export files Use it when Export now or Export PDF fails, the file is empty, or pages miss signs. If you have not drawn an export rectangle yet, that is the first fix — not a bug. Checklist 1. Log in. Some export paths need a session. Export Feedback may say Export failed. and Please make sure you're logged in. Then Click here to log in. 2. Draw at least one export rectangle: - Traffic plan: Export → How would you like to export your map? → Export files. Draw new map → Detail (or XL if your account allows it). Empty: No export maps yet. Disabled export: Add at least one export map to enable export. - Event plan: Export, then Add area. Empty state: Draw an export area, then choose the paper size for the PDF page. 3. Set Paper size and Change orientation for that map. 4. Tick the extras you need: Map pages, Materials list / Include materials list, Post instructions / Include post orders. 5. Click Export now (traffic) or Export PDF (event). Stay on the page until Download started or the file appears. Do not close the tab. 6. Use a current desktop Chrome, Edge, or Firefox. Allow downloads for this site. 7. Turn off ad blockers, or try a private window. XL maps and Download Excel / Materials Excel need Pro or organization permission. You may see XL maps require a PRO account. or This is a pro feature. Excel also needs login (Log in and save the plan before exporting Excel.) and a rectangle (Create an export map first.). Paying for unlimited signs on one plan does not unlock them. Feature not available for my account. Watch the export stages The overlay title is Export traffic plan. Headers move through: | Stage | Meaning | |-------|---------| | Creating export | Work has started | | Capturing the page image | Map page is being snapped | | Adding materials list | Extra Materials list pages | | Adding post instructions | Extra Post orders pages | | Creating Excel | Materials Excel | | Finishing export | File is assembling | | Starting download / Download ready | Browser should prompt | | Download started | Your export is ready and the PDF download has started. / Your download has started. | Row statuses include Queued, Finished, Failed. Detail lines include Preparing your document, Preparing this page, Sizing the page, Positioning the map, Scaling signs and drawings, Waiting for map layers, Preparing bulk signs, Placing the page image, Adding the page header, Adding the scale and labels, Saving this page, Finalizing this export. Slow network: This is taking longer than usual. A slow network connection can delay map tiles and layers. Please keep this window open while the export finishes. Degraded: Some map layers took longer than expected to load. The export may be incomplete; please check the PDF before using it. Open every page anyway. Hard fail header: Export failed. Message: Something went wrong while creating your export. Event stages can read Preparing export through PDF exported successfully. Keep that tab open the same way. Export Feedback After a run, the app may ask How did the export go? The form title is Export Feedback. - Not logged in: Export failed. Please make sure you're logged in. - Logged in: Logged in, but still experiencing issues or have other feedback? Body: Please fill in the form below and we will make sure you get your export emailed to you within 24 hours. Placeholder: Please enter your feedback here... Send feedback. Success: Feedback sent successfully. Thank you! / Feedback sent. Fail: Failed to send feedback. Please try again. Log in to send export feedback. if the session dropped. Blank or incomplete PDF - Frame the rectangle over the signs or objects you care about. Detail maps have a size limit so signs stay readable. Hint: This detail map has reached its maximum size. Switch it to XL map if you want to export a larger map. - Temporarily turn off heavy layers such as Show Melvin or Traffic signs (NDW) and export again. - Sketches print only inside the rectangle. Drawing and measuring. - Include Materials list and post orders only if you need those extra pages. Empty materials: No materials found. Empty posts: No post orders found. - For event plans, enlarge the export area so objects are not clipped. - Do not start a PDF while Opening Map Environment... is still on screen. What good looks like The browser downloads a PDF. Map pages show the basemap and your drawings inside the rectangle. Open every page before you send it. Prefer Sharable link (RECOMMENDED) when a live link is enough. If it still fails Use Export Feedback when the form appears after a failure. Email customer@traffic-chart.com with the plan link, browser, and time. Full paths: Export and print traffic plans and Export an event plan. Contact support.

Payment succeeded but plan not unlocked

This page covers a Stripe payment or credit spend that did not unlock the traffic plan. Paid badge on a traffic plan that did unlock Use it when checkout finished but placement is still limited, or you expected a Paid badge and do not see one. Do not use it to start a second payment. The return screen itself is Payment status after checkout. Stay on that tab until it settles. Do this first 1. Do not pay again. A double charge is harder to unwind than a slow unlock. 2. Stay on Payment status if it is still open. Confirming your payment means the charge succeeded and unlock is applying — keep the tab open. Body: Your payment succeeded. We are now adding the credit and unlocking your traffic plan. 3. Hard-refresh the plan, or close the tab and reopen it from Plans. 4. Log in as the same account that paid. 5. Open Switch workspace. Unlock lands on the plan you paid for, in that workspace — not on every plan, and not on Home recents from a different workspace. Read the status page | Screen | Meaning | What to do | |--------|---------|------------| | Confirming your payment | Charge OK; unlock applying | Wait; keep the tab open | | Payment successful | Plan ready. Your payment was confirmed and your traffic plan is ready. | Open traffic plan | | Payment received, confirmation pending | Your payment is safe. Confirmation may take a moment; you do not need to pay again. | Wait; do not pay again | | Payment failed | The payment was not completed and no credit was used. Return to your traffic plan to try again. | Return and try again | | Payment needs attention | The charge needs a follow-up | Read the body; Check again or contact support | | Plan unavailable | This traffic plan is no longer available. Any purchased credit remains on your account. | Check Settings → Credits or org Billing; contact support | | Credit not applied | The payment was confirmed, but the credit could not be applied automatically. Please contact support before paying again. | Contact support before paying again | | Support fallback | We could not complete this payment automatically. Please contact support before trying to pay again. | Write support | Actions on that page: Open traffic plan, Open dashboard, Return and try again, Check again. Native organization billing does not always show the old Paid badge. The plan can still be funded. Try placing a sign. Could not verify payment is a toast if the return check fails. Click Check again once. Do not open a second Stripe tab. Credit spent means a credit (not a card) already unlocked the plan. Could not spend credit is the opposite — refresh, confirm the balance, retry once. Checkout you cannot complete That is a different problem from a succeeded payment. - Members cannot buy organization credits. The app says Only an organization owner, administrator, or billing account holder can purchase credits. Ask them to add credits to this workspace. - Billing missing: Billing is not configured for this organization. Ask an organization administrator or Traffic Chart support to configure it. - Stale billing account: The organization billing account changed. No credit was spent. Reload the plan and try again. - An owner who is not the assigned editor cannot start checkout on a colleague’s plan. Use Assign editor, or check out from a plan you can edit. - Init failed: Payment could not be initialized. Please try again. See I can’t place more signs and I can’t open or edit a plan. What good looks like Payment successful, then Open traffic plan. You can place signs past the free cap on that plan. Other unpaid plans keep their own limits. If it still fails Email customer@traffic-chart.com with account email, plan link or UUID, payment time (timezone), and Stripe receipt or last four digits. Contact support. Rules: Billing, free use, and credits.

I can’t open or edit a plan

This page restores edit access when a plan opens read-only, will not save, or will not open the way you expect. Plan locked for review in the editor header Use it when you can see the map but cannot place signs, or the header says locked. If the plan is missing from Home or Plans, start with My plan does not appear in the list. If the lock is a municipality review, the longer story is My plan is locked for review. Share link vs your editor Anyone with the public URL can view the plan read-only. The header says Plan is read-only. You cannot place signs or save. How to? is hidden on that view. Log in as the account that owns the work, Switch workspace to the right workspace, then open the plan from Plans with Open. Do not keep working in the share tab and expect Save to appear. Copy link toast: Plan copied to clipboard! or Link copied to clipboard. That URL is always view-only. Organization: seeing is not editing In an organization, members can Open every plan they have access to. Only the assigned editor can change, duplicate, or delete it. The library row can read Editor: Sam Rivera. Everyone else gets a read-only editor. Disabled tools show one of: Plan is read-only, Plan is under review, Plan is locked, Plan is approved and locked. Owners and administrators use Assign editor on the plan menu. Dialog title: Assign an editor to “Demo traffic plan”. Field: Assigned editor. List: Choose an editor. Save assignment. Success: Editor assignment updated. A suspended member may show membership inactive. Fail: The editor assignment could not be updated. If the editor’s membership is suspended, the plan stays, but nobody can edit until someone reassigns it. If Switch workspace shows Your membership is suspended, you cannot open the private workspace. A public share link can still open read-only. Walkthrough: Move, copy, and assign an editor. Review locks When a municipality has an active review, the plan locks. Typical copy: - Header Save: Plan is locked while under review - Banner: This plan is locked because it has been approved plus Plan approved - Comments: In review by municipality - Event plans: This event plan is locked and cannot be edited. - Approved body: This plan has been approved. Further edits are disabled. You cannot start the first municipal review yourself. The app says Initial review requests are currently started by the municipality. Submit your plan through the municipality procedure first. After Changes requested or Review closed, you may resubmit when the UI allows. Move to organization during review: Under review — move unavailable. Copy can still be allowed. Do not duplicate the plan unless the municipality asks. Duplicates can lose review history. Review for organisers. Save failed Watch Auto-save. Hover for Auto-save: saving, Auto-save: unsaved changes, or Auto-save: saved. Manual Save is disabled when auto-save is enabled. Fail toasts: Could not save traffic plan. Event: Failed to save event plan. A lock during save can read Your latest changes could not be saved. Reloading the latest version... (after the lock sentence). Do not keep clicking Save. Wait for the reload, then read the lock. Could not update auto-save preference means the toggle did not stick. Refresh and try Auto-save again. Map never loads Use a current desktop Chrome, Edge, or Firefox. Wait until Opening Map Environment... is gone and tiles are visible. Disable heavy blockers and retry. Map will not load or stays blank. Event plans may say Map is not ready yet if you click too early. Wait, then place again. Older imported plans Some drawings from before 01-10-24 toast that placed items may have shifted, and that signs with text need the road type reselected. Move sign anything that is no longer on the carriageway. Open Details, pick the road type again (Please select a road type if it is empty), then Save. That is a one-time adjustment, not a permanent lock. What good looks like You are logged in, in the correct workspace, and (for an organization plan) you are the assigned editor. The header is not locked. Save or Auto-save works after a change. Traffic Objects is clickable. If it still fails Email customer@traffic-chart.com with the plan link, whether you used a share URL, and your role. Contact support. Team roles: Organizations and members.

Melvin or map layers not showing

This page turns on Melvin and other optional map layers, or explains why they stay empty. Select map open on a Dutch plan — Traffic signs (NDW), BGT objects, Show Melvin in the header Use it when a toggle is grey, the overlay is blank, or a basemap looks wrong. Missing layer data does not block you from drawing signs. Your placed objects remain the plan of record. If the whole map is white, fix that first: Map will not load or stays blank. This page assumes Opening Map Environment... is already gone. Melvin (Netherlands) Melvin is optional Dutch roadworks context. It needs both plan dates. 1. Set complete Start date and End date (date and time). Until then, Show Melvin stays disabled: Fill in a date to use this option. 2. Pan to a location in the Netherlands. 3. Click Show Melvin in the header (it becomes Hide Melvin when on). 4. Wait for the overlay, then pan to the works area. An empty Melvin overlay can be correct: no overlapping roadworks for that time and place. The button only appears for Dutch plans. A Belgian Country will not show Show Melvin. Other layers Open Select map on the map tools. Availability depends on location, zoom, and configuration. Locked layers show a tooltip, often This layer is locked. Clicking a locked object can toast the same line. | Symptom | Try this | |---------|----------| | Layer empty | Zoom in. Many layers have a minimum scale. | | Fire hydrants (BGT) empty | Zoom in further. Tooltip: Zoom in further to display fire hydrants. | | BGT objects empty | Zoom in. The panel says Zoom in further to show BGT objects. Use Configure BGT objects if you need specific classes. Select all / Clear all / Done. Toggles: Layer visible, Enabled / Disabled. | | TopoRD (Netherlands only) missing | The map centre must be in the Netherlands. Tooltip: Only available when the map center is in the Netherlands. | | GRB (Flanders) empty | Use it on a Belgian / Flanders location. Coverage is not nationwide. If the control is missing, the plan Country is probably not Belgium. | | Traffic signs (NDW) empty | Zoom closer. NDW is existing-sign context, not your catalogue. | | Hectometer points (RWS) missing | The Rijkswaterstaat layer is temporarily unavailable. Try later. | | Sewer system (GWSW) empty | Zoom to about 1:10,000. Coverage varies by municipality. | | Heat & heat stress unclear | Read About the heat-stress map. It is a modelled summer afternoon, not a live thermometer. | | Basemap wrong | In Select map, pick Cartographic, Hybrid, Light Gray, or the fallback Map. | BGT does not specify whether a container is underground. Treat hydrants and cabinets as context. Your placed signs remain the plan of record. Traffic signs (NDW) are existing roadside plates in the Dutch register. They are not your catalogue and they do not go on the Materials list. Place your own signs from Traffic Objects → Signs. Supplemental layers vary by municipality. Empty is often coverage, not a defect. Event plans use a shorter Select map: NDW Signs, Fire hydrants (BGT), TopoRD (Netherlands only). Same zoom rules. Event hydrant tooltip: Zoom in further to display fire hydrants. Those layers do not place event objects. Event map layers and hydrants. What good looks like Show Melvin is clickable after both dates are set. The overlay appears where Melvin has data. Other checkboxes in Select map behave as the tooltips describe. Map information can still list visible layer types on a PDF legend page. Next click | You see | Do this | |---------|---------| | Fill in a date to use this option | Set Start date and End date, including the time. | | Zoom in further to show BGT objects. | Zoom in, then reopen Configure BGT objects. | | Zoom in further to display fire hydrants. | Zoom in over Utrecht (or the works). | | Only available when the map center is in the Netherlands. | Search address to a Dutch place, then tick TopoRD (Netherlands only). | | The Rijkswaterstaat layer is temporarily unavailable. | Leave Hectometer points (RWS) off and draw without it. | | This layer is locked | Unlock layer in Layers & Objects, or leave it locked if you meant to freeze it. | | GRB (Flanders) missing | Check plan Country is Belgium. | If it still fails You can keep drawing. Full layer guide: Map layers and Melvin. Editor chrome: Tour of the traffic plan editor.

Feature not available for my account

This page explains why a tool is blocked even after you paid for signs on a plan. Bulk signs on an organization editor — Personal accounts see Pro feature instead Use it when the app says Pro feature, asks for an organization or PRO account, greys out Bulk signs, XL, Excel, Displace sign stack, or PDF preview, or when a tab reads Not enabled for Personal. The free sign cap is a different gate — I can’t place more signs. Paying (or spending a credit) for unlimited signs on one plan does not grant these tools. A Paid badge is not a Pro license. What is gated | Feature | Typical message | Who can use it | |---------|-----------------|----------------| | Bulk signs | Pro feature / You need an organization account to use bulk sign placement. | Organization accounts | | XL export maps | XL maps require a PRO account. | PRO / organization permission | | Download Excel / Materials Excel | This is a pro feature. | PRO / organization permission | | Displace sign stack (family Move sign stacks) | Pro feature / You need a PRO account to displace traffic signs. | PRO permission | | PDF preview | Needs an XL map; XL shows XL maps require a PRO account. | PRO permission | | Event plans tab | Not enabled for Personal. or Not enabled for Acme Events. | Workspace with Event plans turned on | Everyday tools still work: place signs one by one, Detail export maps, PDF Materials list when offered. Event plans — Not enabled for Personal. On Plans, if Event plans are off for this workspace, the Event plans tab is grey. The line under the tabs is Not enabled for Personal. (or Not enabled for Acme Events.). You cannot click New Event Plan there. That is a workspace setting, not a Pro badge. Ask an Owner or Administrator, or email customer@traffic-chart.com. Grey Switch workspace rows (Workspace not enabled yet, Organization unavailable, Organization suspended) are the same family: Workspace unavailable or not enabled. Handbook: Event plans handbook. XL and PDF preview In Export maps, Draw new map offers Detail and XL. XL stays disabled with a Pro badge and XL maps require a PRO account. PDF preview (Off / On) only appears when your account can manage XL maps. Without that permission the chip is missing in edit mode. Preview is not a download. PDF preview. Scale cannot be changed while PDF preview is on. Turn the chip Off before you move Scale:. Excel Download Excel / Materials Excel shows a Pro badge and This is a pro feature. You also need a saved, logged-in plan: Log in and save the plan before exporting Excel. And an export map: Create an export map first. Fail: Could not export Excel. Please try again. Unavailable: Excel export is not available for this plan. The Materials list PDF still works when offered (Include materials list). Paying for unlimited signs on Demo traffic plan does not unlock Excel. Bulk and displace Bulk signs on Personal: Pro feature / You need an organization account to use bulk sign placement. Switch to Acme Events (or another organization) if that workspace has the tool. Advanced sign placement. Displace sign stack without Pro: Pro feature / You need a PRO account to displace traffic signs. Related copy: Move sign stacks / Move sign stacks away from their exact coordinate. Confirm the account 1. Open Switch workspace. Pro and organization tools live on the organization workspace, not always on Personal. 2. Ask an Owner or Administrator whether those tools are enabled for your team. 3. You still need to edit the plan. In an organization, only the assigned editor can change it. Everyone else sees Plan is read-only. Buying credits is also gated: members cannot purchase organization credits (Only an organization owner, administrator, or billing account holder can purchase credits. Ask them to add credits to this workspace.). Owners who are not the assigned editor cannot check out on a colleague’s plan. That is billing access, not a Pro toggle. Billing, free use, and credits. What good looks like On an account that has the tool, Bulk signs draws a line, XL appears under Draw new map, PDF preview toggles on an XL map, and Excel downloads after you have an export map. The Event plans tab is clickable, not Not enabled for Personal. If you need the tool Use the everyday tools above in the meantime. Email customer@traffic-chart.com with the feature name and account email. When the tools are on: Advanced sign placement and Export and print traffic plans.

Email verification and login problems

This page gets you into Traffic Chart when verification or login stalls. Login page — Welcome back, Email, Password, Log in, Sign in with passkey Forgot your password? — enter Email and Email Password Reset Link Use it when the verification mail is missing, a link expired, or Log in fails. Signup labels and the login card: Set up your account and find help. First-run screens after submit: First login and account onboarding. Profile photo, 2FA setup, and passkeys live in Manage your account. Verification email never arrives Until the address is verified, parts of the app stay behind that step. The verify page title is Verify your email address. Eyebrow: One more step. Body: We sent you an email. Open your inbox and click the verification link to continue. Hint: Didn't receive it? Check spam or request a new email below. 1. Wait a few minutes. Check spam and junk. 2. On the verify screen, click Send verification email again. Success: We have sent a new verification email. In Settings, unverified email shows Your email address is unverified. Then Click here to re-send the verification email. After you click: A new verification link has been sent to your email address. 3. Confirm the address you typed at Register (Work email). Change email address on the verify screen opens the profile so you can fix a typo. 4. Corporate filters sometimes block first-time senders. Try a personal inbox, or ask IT to allow traffic-chart.com. Some accounts are created for you (invite or onboarding). Finish Create your password (Save password) before you expect Log in to work. Onboarding Check your inbox also says to look in spam. Sign out on the verify screen returns you to login without confirming. Expired link Verification and password-reset links expire. The verify page heading is This link has expired (eyebrow Verification link, title Verification link expired). Body: Verification links are valid for seven days. Enter your email address and we will send you a new link if your account still needs verification or password setup. Click Send a new verification email. Success (guarded): If this email address still needs verification or password setup, we have sent a new email. Back to login returns to Welcome back. Forgot your password? On Log in, use Forgot your password? The reset heading is the same. Description: No problem. Enter your email address and we'll send you a password reset link. Submit Email Password Reset Link. Then Reset Password with Confirm Password. Remember your password? Log in. An account already exists Onboarding heading: An account already exists. Body: This email address already has an account. Sign in to continue or reset your password if needed. Buttons: Go to login, Reset password. Do not register again with the same Work email. Cannot log in The login heading is Welcome back. Eyebrow: Log in. Fields: Email, Password, Remember me, Log in. 1. Caps Lock and password-manager typos. The app may say These credentials do not match our records. 2. Too many tries: Too many login attempts. Please try again in 60 seconds. Wait for the number the app prints. 3. Complete any invite or Create your password email first. 4. Organization invite: sign in with the invited email, then Accept invitation. Mismatch heading: Use the invited account. Accepting does not switch workspace — open Switch workspace afterwards. I cannot accept an organization invitation. 5. If two-factor authentication is on, the page is Two-factor Confirmation. Enter the current authenticator code. Use a recovery code switches to Recovery Code. Use an authentication code switches back. Then Log in. Check the phone clock. 6. Passkey users: Sign in with passkey under or. Fail: Could not sign in with passkey. Please try again or use your password. Then use Password (and 2FA). 7. Try a private window to rule out extensions. Onboarding timeout: Still working on it. Body: Account creation is taking longer than expected. You can retry, sign in if the account already exists, or register manually. Buttons: Try again, Go to login, Create account. What good looks like You land on Home (Welcome back, your name) after Log in. Email in Settings is verified. You can open Plans. If it still fails Email customer@traffic-chart.com from the address on the account. Do not create a second account for the same person if the first might already exist. Contact support.

Wrong country or missing traffic signs

This page fixes a traffic-sign catalogue that does not match the country you meant, or a sign you cannot find. Signs catalogue showing The Netherlands (Nederland) at the top of Signs Use it on a Traffic Plan. Event plans do not use the traffic-sign catalogue — use a traffic plan for official road signs on public roads. Event objects, hydrants, and NDW Signs are a different overlay: Event map layers and hydrants. Wrong country on the plan The catalogue follows Country chosen when you created the plan. You cannot mix full national catalogues on one plan. 1. On Home, choose Traffic Plan. The form says country is used to display the correct traffic signs. Set Country before Start planning. Validation if it is empty: Select a country. 2. In the editor, confirm the loaded set. You may see a toast such as Showing signs for The Netherlands (Nederland) based on traffic plan. 3. Open Traffic Objects → Signs. The country name at the top of Signs must match the road authority (Netherlands for Utrecht, Belgium for a Flanders road, and so on). 4. If the plan was created under the wrong country, create a new plan with the correct Country. When in doubt, start fresh rather than duplicating. 5. Re-place signs from the correct catalogue. Duplicate copies the wrong catalogue with the plan. Changing the title does not change Country. Dates do not change the catalogue. They do matter for layers such as Melvin (Fill in a date to use this option). Older plans that never got a country may show Continue your traffic plan. Finish Country, Plan name, and Duration, then Continue planning. Warning on that screen: Please complete the required fields before continuing. Body: To proceed, you must select a country (used to display the correct traffic signs) and provide both a start and end date for your traffic plan. Sign not in the catalogue 1. Open Signs. 2. Search by code and by description in Search traffic signs. 3. Expand categories. Use Expand all / Collapse all if the list is long. English groups typically include Most used, Speed, Priority, Road Closure, Mandatory Direction, Parking & Stopping, Commands & Prohibitions, Traffic Regulations, Built-up Area, Warning, Direction, Information, Waterways, Custom, Subsigns, Roadwork, Symbols, Pedestrians / School, Emission zones, Events. 4. Empty search: No signs found. Clear the field or try a shorter code. 5. Combination / composite templates appear only where they are configured for that country. Open a placed template with Edit sign. Title: Combination sign. Combination signs. 6. If the item is still missing, use Request Item (24h) at the bottom of the Signs panel. Request a missing sign or object. Or email customer@traffic-chart.com with the sign code and country. A greyed Bulk signs or Displace sign stack control is an account permission, not a missing plate. Bulk signs tooltip: Pro feature / You need an organization account to use bulk sign placement. Displace sign stack tooltip: Pro feature / You need a PRO account to displace traffic signs. Feature not available for my account. Catalogue failed to load If Signs stays empty after a wait, look for Could not load traffic signs. Refresh the tab. If the map is also white, fix the basemap first: Map will not load or stays blank. Could not load global data is the same family — retry, then write support with the plan URL. What good looks like Signs lists the national set for the plan’s Country. The toast named the country you meant. Search finds the code you expect, or Request Item (24h) is on its way. Next click | You see | Do this | |---------|---------| | Showing signs for The Netherlands (Nederland) based on traffic plan | Confirm that is the road authority. If not, create a new plan. | | No signs found | Clear Search traffic signs, or try the code without spaces. | | Could not load traffic signs | Refresh. If the map is white, Map will not load or stays blank. | | Please select a road type | Open Details and pick a road type so Sign text can fill. | | A plate exists in real life but not in Signs | Request Item (24h) | | Pro feature on Bulk signs | Wrong diagnosis — that is an account gate, not a missing sign. | If it still fails Include country and sign code when you write support. Placement how-to: Working with signs. Create flow: Your first plans. Contact support.

My plan does not appear in the list

This page finds a traffic or event plan that seems to have vanished. My traffic plans library — search, folders, Traffic plans and Event plans tabs The usual cause is the wrong workspace. Home only shows recent items for the current workspace. A plan on Acme Events does not appear while you are on Personal, and the other way around. Switch workspace first 1. Click your initials and first name. 2. Under Switch workspace, open Personal (badge P) and each organization. 3. Then open Plans — not only Home. See all plans on Home also opens the library for the workspace you are in now. The last workspace you opened is remembered. New plans from Home go there. If a row is greyed out, read the reason: Your membership is suspended, Organization suspended, Workspace not enabled yet, Organization unavailable, This workspace is not currently available., or Suspended. You cannot list private plans in a workspace you cannot open. Workspace unavailable or not enabled. Accept invitation does not switch workspace. After you join Acme Events, still open Switch workspace and pick it. Traffic vs event On Plans, tabs switch between Traffic plans and Event plans when Event plans are on for that workspace. The title tells you the workspace: My traffic plans / My event plans (Personal) or Acme Events traffic plans / Acme Events event plans (organization name plus the plan type). If the Event plans tab says Not enabled for Personal. (or Not enabled for Acme Events.), you cannot create or list event plans there. A traffic plan will never appear on the event tab. Empty traffic library: No items found. Empty event folder: No event plans or folders here yet. First-time empty event copy can read No event plans yet. Create your first one! Event search with no hits: No event plans or folders match your search. Home recents are not the library Continue with a previous plan only shows recent rows for this workspace. Empty: No recent plans found. Filter chips include All. Badges: Traffic plan, Event, Paid, Free. If Demo traffic plan is older than the recents list, it still lives under Plans. Also check 1. Correct account? Log in with the email that created the plan. These credentials do not match our records. means you are on a different login. 2. Folder? Open the parent folder, or search. Traffic search placeholder: Search plans or folders. Event search placeholder: Search event plans or folders. Search still finds plans across folders. Breadcrumb Go up one level if you are inside a folder. 3. Deleted? Are you sure you want to delete this plan? (or Are you sure you want to delete this event plan?) is permanent after you confirm. Restore is not self-service. 4. Different site? Production and test environments do not share data. 5. Library failed to load? Traffic: Could not load traffic plans. Event: Loading event plans… then The event plan library could not be loaded. Refresh. If it still fails, write support with the workspace name. You can see an organization plan and still be unable to edit it. The row may read Editor: Sam Rivera. Seeing is not editing. I can’t open or edit a plan. Folders and the ⋮ menu: Folders, search, and the plans library. What good looks like After Switch workspace, Plans lists the plan on the Traffic plans or Event plans tab. Home recents for that workspace can show it too. If it still fails Email customer@traffic-chart.com with the plan name, dates, account email, and any share link or UUID from the browser address bar. Contact support. Navigation: Find your way around.

Map will not load or stays blank

This page gets the basemap on screen when the editor stays on a loader or a white rectangle. Traffic plan editor after the map has actually painted — Amsterdam tiles visible Use it when Opening Map Environment... never finishes, the map is white after the loader, or an event plan says Map is not ready yet. Missing Melvin or BGT objects is a different problem: Melvin or map layers not showing. A PDF that downloads empty after the map did load is Export fails or is blank. Wait for the first load The editor opens full-screen. A branded overlay shows Opening Map Environment... and Loading geographical data & traffic signs. That is normal. Wait until the overlay is gone and street tiles are visible. Do not click to place signs on a white map. Do not draw an export rectangle yet. Do not click Export now. A slow network can leave tiles grey for a while after the overlay. Pan slightly, or Zoom in once, and wait. Retry with a refresh if nothing paints after a minute. Keep the tab in the foreground. Event plans may show Map is not ready yet if you click too early. Wait, then place the object again. White map, ad blockers, old browser The overlay can hide before tiles arrive. Treat a white or empty canvas as “not ready”. 1. Use a current desktop Chrome, Edge, or Firefox. Phones and very old browsers fail this step more often. 2. Turn off ad blockers, privacy shields, and strict tracking protection for this site — they often block map tile hosts. 3. Try a private window (extensions off). 4. Hard-refresh the tab, or close it and open the plan again from Plans. 5. Confirm you are not stuck on a captive Wi‑Fi login page. Map tiles come from the internet. If every plan is white, the machine or network is the suspect. If only one plan is white, include that URL when you write support. Toasts in this family: Could not load traffic signs, Could not load global data, Could not load traffic plan. Refresh once. If Signs is empty after the map appears, continue with Wrong country or missing traffic signs. Do not draw export maps or start a PDF while the basemap is missing. You will export emptiness. GPU and hardware acceleration The map uses the graphics chip (WebGL). If tiles stay white, flicker, or the view never paints: - In the browser, turn Use hardware acceleration when available on (Chrome: Settings → System), then restart the browser. - Update the graphics driver, or try another machine. - Close other heavy tabs. Low-memory laptops fail here more often than a desktop. A GPU block is a machine problem, not a missing plan. The same plan should open on another computer. Search and zoom still work? If tiles are visible but you cannot find Utrecht, that is not a blank map. Click Search address, type in Type to search address, press Enter. Search address, zoom, and Scale. Select map can switch Cartographic, Hybrid, Light Gray, or the fallback Map. A black or empty style is often a blocked tile host, not a broken plan. What good looks like Opening Map Environment... disappears. Roads or aerials are visible. Search address can pan you to the works. Clicks place a sign or object instead of doing nothing. If it still fails Check Status for an incident. Email customer@traffic-chart.com with the workspace name (Personal or Acme Events), the plan URL, a screenshot of the white map or loader, and the browser. Contact support.

I cannot accept an organization invitation

This page unblocks Accept invitation when the Organization invitation page will not let you join. Join an organization — Use the invited account when the signed-in email does not match Organizations members page — Invite member, Owner, Protected Use it after View invitation from email (title Join Acme Events, using the organization name). If you already accepted and still cannot see team plans, skip to Switch workspace below. Owners sending the invite start at the bottom. Use the invited account The page summary looks like Invited as Member for alex@acme-events.com · expires 28 August 2026. Description: This invitation was sent to alex@acme-events.com. Sign in or Create account with that address. Guests see Sign in with the invited email address, or create an account with that address, to continue. Buttons: Sign in to accept and Create account. Open View invitation from the original mail, not a forward to a different inbox. If you are on the wrong login, the heading is Use the invited account: You are signed in as sam@example.com, but this invitation belongs to alex@acme-events.com. Click Sign in with another account, then use the invited mailbox. When the accounts match: You are accepting this invitation as alex@acme-events.com. Then Accept invitation (busy: Accepting...) or Decline invitation. Verify email first Verify your email address means the invited mailbox is not confirmed yet. Your account email must be verified before you can accept this invitation. Click Go to email verification, finish the link, then return. Expired verification: Email verification and login problems. Expired, declined, already used When the invite is no longer pending, the heading is This invitation is Expired (or Revoked, Declined, or Accepted — the status the page prints). Help text: Ask an organization owner or administrator to send a new invitation if you still need access. Invites expire after about 7 days. An Owner or Administrator uses Resend on Members & access. Revoke kills the old link on purpose. Confirm: Revoke the invitation for alex@acme-events.com? That invitation link will stop working. Invitation declined / You will not be added to this organization. Decline is confirmed with Decline this invitation? The organization can send you another invitation later. Ask them to Invite member again if you still need to join. That old link will not work. Organization unavailable Organization unavailable: This organization is not currently active, so the invitation cannot be accepted. Traffic Chart or an owner has to reactivate the organization. You cannot fix this from the invite page. Grey rows later in Switch workspace can say Organization suspended, Workspace not enabled yet, Organization unavailable, or This workspace is not currently available. Same idea: the workspace is not open yet. Workspace unavailable or not enabled. Then Switch workspace Accept invitation does not move you into that organization. You may land on Plans for Personal (or whichever workspace you were already in). 1. Click your initials and first name. 2. Under Switch workspace, choose Acme Events (the organization name). 3. Open Plans. The title becomes Acme Events traffic plans. Seeing a plan is not editing it. Only the assigned editor can change an organization plan. Organizations and members. Missing list: My plan does not appear in the list. Owners: the invite never arrived On Members & access, Invite member. Fields: Email address, Role. Send invitation (busy: Sending...). Success: Invitation sent. Fail: The invitation could not be sent. Check the address, wait, retry once. Empty invitations: There are no invitations to show. Pending rows show Expires, Resend, Revoke. Statuses: Pending, Accepted, Declined, Revoked, Expired. What good looks like Accept invitation succeeds. Switch workspace lists the organization. Plans shows the team library. If it still fails Email customer@traffic-chart.com from the invited address. Include the organization name and a screenshot of the invitation page. Contact support. Walkthrough: Join an organization.

My plan is locked for review

This page explains a traffic or event plan that will not save because a municipality review has locked it. Organiser view of a plan locked for review Use it when the header lock says Plan is locked while under review or This plan is locked because it has been approved. If the plan is only Plan is read-only because of a share link or because you are not the assigned editor, use I can’t open or edit a plan instead. In-app Approved is not a legal permit. Extra steps may sit outside the app. In review by municipality When the municipality clicks Start review session, the drawing locks. Comments shows In review by municipality and Your plan is locked while the reviewer looks at it. We will notify you when they respond. Header Save is Plan is locked while under review. Sidebar tools: Plan is under review. Event plans also say This event plan is locked and cannot be edited. You can still pan, zoom, and read Messages from municipality. You cannot place signs or objects. You do not start that first session yourself. If Comments still says Ready to submit?, wait for their procedure (often a Sharable link). If you try anyway, the app can say Initial review requests are currently started by the municipality. Submit your plan through the municipality procedure first. If Comments says Place traffic objects to start a review or Place event objects to start a review, the dossier has nothing to attach yet. Click Place event objects (or place traffic signs) on the real site. Areas, Lines & Routes, and Add text do not count for event review routing. Leave the plan alone until they answer. Do not Duplicate to dodge the lock — the copy drops the review history. Could not save traffic plan during a lock means the server already closed the drawing; wait for the reload copy: Your latest changes could not be saved. Reloading the latest version... Approved stays locked Plan approved means this drawing is accepted in Traffic Chart. This plan has been approved. Further edits are disabled. The header can say This plan is locked because it has been approved. Tools: Plan is approved and locked. That lock is the point: the reviewed file stays stable. Share-link viewers can still open it read-only. In-app Approved is not a legal permit by itself. If you must change an approved plan, ask the municipality how they want a new version. You cannot unlock it yourself. Resubmit error if you try: This plan is already approved and cannot be resubmitted. You cannot move a plan under review From Personal, Move to organization is blocked while review is active: Under review — move unavailable. Body: Plans with an active municipality review stay in Personal. You can still copy this plan into an organization if you need a separate version. Tooltip: A plan under review cannot be moved. Copy it instead, or wait until the review is finished. Wait until review is finished if you meant Move. Copy is still allowed if you need a separate organization version. Wait for Changes requested You edit again when the municipality asks for a new version. | Status | Can you edit? | |--------|----------------| | In review by municipality / Submitted | No | | Changes requested (and feedback has reached you) | Yes — edit the same plan, Save, then Send for review | | Review closed (rejected) | Yes, then Send for review if they want another look | | Plan approved | No — stays locked | Send for review uses Municipality, Message (optional), Send review request. Success: Review request sent. Fail: Could not submit review request. No reviewer: We could not find a reviewer / No reviewer is linked to the selected municipality. If Direct communication is off, you may first see The traffic expert left feedback. The events department will forward it to you. Wait until Events uses Forward feedback to submitter. Until then you cannot resend. Pending copy: Municipality feedback has not been forwarded to you yet. Comments may still show coming soon with We are finalizing the new sidebar experience. Comments will unlock after the next release. Map remarks from reviewers still sit on Pin, Arrow, Rectangle when a session is open. Full walkthrough: Review for organisers. Status panel: Comments, review status, and map notes. What good looks like Under review, you wait. After Changes requested, the same plan unlocks, you edit it, and Send review request locks it again. You did not move or duplicate the file that is in the dossier. If it still fails Email customer@traffic-chart.com with the plan URL, whether the header says under review or Plan approved, and whether you are the assigned editor. Contact support.

Workspace unavailable or not enabled

This page is for a workspace you can see but cannot open: grey Switch workspace rows, a blocked Event plans tab, or an invitation that will not accept. Home after login — Switch workspace lives in the account menu (initials, top right) Use it when Acme Events is in the list and still not usable. Skip it if the plan is merely missing from Plans — that is often the wrong workspace, not a suspension. Skip it if a tool says Pro feature. That is Feature not available for my account. Organization billing banners (Payment grace period, subscription Suspended) are a different problem. Data can still be open while spending is paused. Organization billing. Read Switch workspace first 1. Click your initials and first name. 2. Under Switch workspace, look at Personal (badge P) and each organization. 3. The sliders are Organization settings. A row you can open is clickable. The current workspace shows a check. A row you cannot open is grey. The right-hand label (and the tooltip) is the reason. Personal almost always stays available. Keep working there while Acme Events is blocked. Every availability label | Label | What it means | What you can do | |-------|----------------|-----------------| | Available | You can open it | Click the row | | Your membership is suspended | You cannot use Acme Events. The organization may still be fine | Ask an Owner to Restore access on Members. Until then, use Personal | | Organization suspended | The whole organization is not active | An Owner or Traffic Chart must reactivate it. You cannot fix this from the chooser | | Workspace not enabled yet | The organization exists; the workspace is not switched on | Traffic Chart (or an Owner working with support) enables it. You cannot turn this on yourself | | Organization unavailable | The organization is gone or not usable | Ask support. Do not recreate plans in a new organization until you know this one is finished | | Unavailable | Generic fallback | Same as above: do not click the grey row | | Suspended | Short badge on a blocked row | Read the longer reason next to it if one is shown | | This workspace is not currently available. | The chooser will not send you in | Use Personal. Email support with the organization name | | Access unavailable | Organization access is off for you | Same as a suspended or unusable membership | | Not available | A generic empty/unavailable label | Do not treat it as Personal being deleted | Open workspace is hidden on Settings → Organizations when the row is blocked. You may still see the organization name, your Role, and the availability badge. Public share links can still open a plan read-only. The private workspace cannot. Event plans tab: not enabled On Plans, the tabs are Traffic plans and Event plans. If event plans are off for this workspace, Event plans is grey. The line under the tabs is the access message: - Not enabled for Personal. - Not enabled for Acme Events. That is a feature switch on this workspace. It is not a billing charge. Event plans are not billed in credits. You can still open Traffic plans here. You can still switch to another workspace where events are on. If you never see the Event plans tab at all, this account does not include event plans. Handbook: Event plans handbook. Invitation: organization not active On Join Acme Events, a dead organization reads: - Title: Organization unavailable - Body: This organization is not currently active, so the invitation cannot be accepted. You cannot Accept invitation. Traffic Chart or an owner has to reactivate the organization first. Other invite problems (wrong login, unverified email, expired link): I cannot accept an organization invitation. Accept invitation never switches workspace by itself. After a successful accept, still open Switch workspace and choose Acme Events. Join an organization. Not the same as billing grace Billing and credits can show Payment needs attention, Payment grace period, or Subscription payment was not completed (Suspended). Existing data remains available. New paid work can pause. That is not Organization suspended on Switch workspace. If you can still open Acme Events traffic plans and only Spend credit fails, you are in billing, not this article. Organization billing. A Member never sees Billing. They see the map dialog instead. Ask an Owner. What to do 1. Stay in Personal if you need to keep drawing today. New plans from Home go to the workspace you last opened — check the chooser before Start planning. 2. If the row says Your membership is suspended, write an Owner of Acme Events (Sam Rivera, not Traffic Chart) and ask for Restore access. 3. If the row says Organization suspended, Workspace not enabled yet, or Organization unavailable, an Owner cannot always turn it back on. Email customer@traffic-chart.com. 4. Name the organization Acme Events (your real name), your login email, and a screenshot of Switch workspace. 5. Do not create a second personal copy of every team plan “just in case” unless you were asked to. Move to organization later has rules of its own, especially under review. Roles, Protected, and Assign editor: Organizations and members. What good looks like Switch workspace lists Personal and Acme Events. Acme Events is clickable. Plans title becomes Acme Events traffic plans. If events are on, Event plans is not grey and does not say Not enabled for Acme Events. If it still fails Email customer@traffic-chart.com from the account that should have access. Include the organization name Acme Events, whether the row says Your membership is suspended, Organization suspended, Workspace not enabled yet, or Organization unavailable, and whether Event plans says Not enabled for Personal. or Not enabled for Acme Events. Related articles - Organizations and members - Join an organization - I cannot accept an organization invitation - Feature not available for my account - Event plans handbook - Organization billing