Before you start
Please make sure:
You are logged into the correct account
Projects may appear missing if you accidentally logged into a different account.
You are using the same login method as before (email, Apple ID, Google, etc.)
Your Planner 5D app is updated to the latest available version
Check if the project is not located in a different Space
Important information about Spaces
With the introduction of Spaces, projects are now connected to a specific Space.
Deleting a project permanently removes it from the Space
Deleting an entire Space permanently removes:
Projects
Renders
Files stored inside that Space
Deleted Spaces and projects cannot be restored on your end. If you need assistance checking whether the project or Space is deleted, please contact Support.
Common problems
If you used multiple accounts
Projects may be stored under another account or login method.
Try checking:
Other email addresses
Apple ID login
Google login
How to update the app
On iOS
Open the App Store on your iPhone or iPad
Tap your profile icon in the top-right corner
Scroll to the list of available updates
Find Planner 5D
Tap Update
If Planner 5D does not appear in the update list, the latest version is already installed.
On Android
Open the Google Play Store
Tap your profile icon in the top-right corner
Select Manage apps & device
Go to Updates available
Find Planner 5D
Tap Update
If Planner 5D does not appear in the list, the latest version is already installed.
After updating the app
Open Planner 5D again
Log into the same account you used previously
Check whether your projects are visible
If your projects are still missing
If the projects still do not appear after updating:
Reinstall Planner 5D from the App Store or Google Play
Log back into the same account you used previously
In many cases, reinstalling the app resolves synchronization issues.
If this didn’t solve it
If you still cannot find your projects, contact Support with the details below so the team can investigate your account further.
When to contact support
If the issue continues after updating and reinstalling the app, please contact Support team and include:
Platform/device used [iPhone, iPad, Android, Web, etc]
Current app version installed
Names of the missing projects
Email address(es) you may have used
This helps the team investigate faster.
You can contact Support:
Directly from the app using the chat option
Via email: support@planner5d.com
You can also find more information in this Article.