Reporting a bug/issue – Sketchfab Help Center

If you find an issue on Sketchfab, we want to hear about it so we can fix the problem.

There are several ways to report a bug:

Fill out the "Contact Us" form
Email support@sketchfab.com
Create a post in the Bugs Support Forum

Please search the forum for similar reports before creating a new report.

It's really important that you provide as much information as possible so we can investigate quickly and easily. Help us help you!

3D Viewer

If a model is behaving strangely or not displayed correctly, there could be a bug in the 3D viewer. When reporting a 3D viewer bug, please give us as many relevant details as you can.

Include a link to the model.
Without the model link (or "URL"), we won't know where to look for the problem. A model's URL looks one of the following:

https://sketchfab.com/models/2c253fb457d54d908c161aa503547b1d
https://skfb.ly/N7uD

Take a screenshot of the problem.
We need to see what you see, in case the viewer on our end behaves differently.

What Operating System are you using?
An Operating System (or "OS") is the software running on your computer or device. Some examples include: Windows 10, macOS Sierra 10.12.6, Android 7.0, iOS 11.2.2, etc. If you're in doubt, try visiting Support Details.

What browser version are you using?
A web browser is an application for accessing the Internet. Some examples include: Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. If you're in doubt, try visiting Support Details.

Take a screenshot of the WebGL Report from the browser in question.
WebGL Report displays information about the graphics capabilities of your browser and hardware. When diagnosing an issue, we currently only need the "WebGL 1" page. Zooming out your browser window usually helps you fit the whole report in just one screenshot.

Do you see the same issue happening on other models? Only some models?
Explaining how widely the issue affects you helps us to investigate.

Do you see the same behavior in other browsers? Other computers or devices?
If the same problem appears across different browsers and machines, it's most likely a larger bug on our end. If it does not, it could indicate a more specific issue with that software.

Uploading 3D Models

If your model fails during processing and displays an Error Code, or was processed successfully but is not correct (missing parts, wrong color, incorrect animations, etc.), it could indicate a bug in our processing pipeline. It could also indicate a problem in your 3D software, export settings, or uploaded file(s).

Include a link to the model.
Without the model link (or "URL"), we won't know where to look for the problem. A model's URL looks like one of the following:

https://sketchfab.com/models/2c253fb457d54d908c161aa503547b1d
https://skfb.ly/N7uD

Take a screenshot and/or explain the expected result.

Knowing what the model is supposed to look like in your software versus what it looks like on Sketchfab helps us better understand the problem.

What file format did you upload? What 3D software did you use to create it?
Information about the model file helps us quickly identify common issues and offer possible solutions. Some examples: an FBX file from Maya 2017, a SketchUp model uploaded through the Sketchfab plugin, an OBJ file from Agisoft PhotoScan, etc.

Website issues

A bug on the website would be any unexpected behavior not related to the 3D viewer. Some examples include a button that doesn't work, a page failing to load, or the visual styling of a user interface element is incorrect.

Explain the observed result, the expected result, and the steps you took to get there.
The faster we can see and recreate an issue on our end, the faster we can start investigating.

If relevant, take a screenshot of the problem.
We need to see what you see, in case the page behaves differently on our end.

What browser version are you using?
A web browser is an application for accessing the Internet. Some examples include Chrome 64, Firefox 57, Safari 11.0.2, Internet Explorer 11, etc. If you're in doubt, try visiting Support Details.