Troubleshooting

Insufficient tokens for the operation (map generation costs ~25 tokens, adding locations costs ~15 tokens)
Prompt too vague or complex
Service temporarily unavailable
Network timeout

Solutions:

Check your token balance on the billing page
Simplify your prompt
Be more specific (include exact location/city)
Wait and try again (tokens reset daily for logged-in users)
Create an account if you're anonymous
Upgrade to Pro for 3,000 tokens per month

AI Results Not Relevant

Improve prompts:

Add more detail: "vegan restaurants" not just "restaurants"
Always include location: "in Portland, Oregon"
Specify quantity: "top 10..."
Add criteria: "with outdoor seating", "under $20", "near downtown"

AI Generated Wrong Number of Locations

AI finds up to 10 locations per generation
Results depend on what's available and matches your criteria
Be less restrictive if you want more results
Try broader search terms
You can run multiple AI generations to add more locations
Manually add more locations after AI generation

Can't Make Map Public

Verify you're the map owner
Log in (anonymous maps can be public but expire after 30 days)
Click the Share button and toggle "Make Public"
Try refreshing the page

Verify map is set to Public in Share settings
If using a temporary access token, check that it hasn't expired (24 hours)
Try the link in incognito mode
Check for typos in the URL
Try generating a new access token if using private sharing

Others Can't View My Map

Confirm map privacy is set to "Public"
If using an access token for a private map, share both the map link AND the token
Verify the share link is correct
Ask viewer to try a different browser
Check if viewer's network or firewall blocks mapiry.com

Embed Issues

Embed Not Showing

Check these:

Map must be public (private maps cannot be embedded)
Iframe code must be complete and unmodified
Your website must allow iframes
Check CSP (Content Security Policy) headers on your site
Verify no ad blockers are blocking the iframe
Your website must use HTTPS (mixed content is blocked)

Test embed:

Create a simple HTML file with just the embed code
Open it locally in your browser
If it works there, the issue is with your website configuration

Embed Shows Wrong Map or Error

Verify the map ID in the embed URL is correct
Check if the map was deleted
Ensure the map is still public
Regenerate the embed code from the Share dialog

Embed is Wrong Size

Adjust dimensions:

Edit width and height attributes in the iframe code
Use width="100%" for responsive width that fills the container
Set fixed height in pixels: height="500px"
Use CSS to style the iframe element itself (not the content inside)

Controls Cut Off in Embed

Increase the iframe height value
Use the URL parameter controls=false if you don't need zoom/fullscreen buttons
Check that your parent container isn't constraining the size

Account Issues

Can't Log In

Verify your email and password (check for typos and caps lock)
Try password reset (link on login page)
Clear browser cookies and cache
Try a different browser
Disable browser extensions temporarily

Didn't Receive Verification Email

Check your spam/junk folder
Wait 5-10 minutes (emails can be delayed)
Try requesting a new verification email
Check that you entered the correct email address
Contact support if you still haven't received it

Can't Change Username

Make sure you're logged in
Go to Dashboard > Profile
Enter your desired username in the Username section
Usernames must be 3-30 characters, letters/numbers/underscores/hyphens only
If "username taken" error, try a different one

Password Reset Link Not Working

Reset links expire after 24 hours
Request a new password reset link
Make sure you're using the most recent email
Check that the link wasn't broken by email client formatting

Import Issues

CSV Import Failed

Common issues:

Missing required columns (name, lat/latitude, lng/longitude)
Invalid coordinates (non-numeric values)
Wrong file format (must be .csv)
Encoding issues (should be UTF-8)

Fix:

Verify your CSV has the required column headers
Check that lat/lng values are numbers
Test with a smaller file (5-10 locations) first
See our CSV Import Guide for format details

KML Import Failed

Common issues:

Invalid KML/KMZ format
File too large
Unsupported KML features

Fix:

Verify the file is valid KML/KMZ
Test with a simpler KML file first
Check that your KML has placemarks with coordinates
See our KML Import Guide

Browser-Specific Issues

Safari

Enable cross-site tracking if maps aren't loading
Clear Safari cache: Safari > Clear History
Disable content blockers temporarily for mapiry.com

Firefox

Check Enhanced Tracking Protection settings (Firefox > Preferences > Privacy)
Allow cookies for mapiry.com
If using strict privacy mode, add mapiry.com to exceptions

Chrome

Check Site Settings for mapiry.com (click padlock icon in address bar)
Clear site data: Settings > Privacy and Security > Cookies and Site Data
Disable extensions in incognito mode to test

Edge

Similar to Chrome (Edge is Chromium-based)
Check SmartScreen settings
Allow cookies for mapiry.com

Mobile Issues

Maps Not Working on Mobile

Update your mobile browser to the latest version
Enable JavaScript in browser settings
Clear mobile browser cache and data
Try desktop mode if available
Use a different mobile browser (Chrome, Safari, Firefox)

Can't Interact with Map on Mobile

Use two-finger gestures to pan (drag) and zoom (pinch)
Tap markers to see location details
Some features work better on desktop (like AI generation)
Try rotating device if layout looks wrong

Anonymous Map Issues

Lost My Anonymous Maps

Why this happens:

Anonymous maps are tied to your browser's stored data
If you clear browser data, tokens are lost
Maps expire after 30 days of no access

Solutions:

Create an account before clearing browser data
When you sign up, anonymous maps with tokens in your browser are automatically claimed
Use the same browser to access anonymous maps