> For the complete documentation index, see [llms.txt](https://docs.rayon.design/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rayon.design/other-resources/faq.md).

# FAQ

Questions people usually ask, answers we usually give!

Cannot find an answer to your question? Then consider [joining our community](https://community.rayon.design/)!

#### About using Rayon

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<summary><strong>I want to change the units of the plan I imported. How do I do that?</strong></summary>

Nothing is simpler!\
Units can be edited in the settings of your model's canvases directly.\
More on this topic in our [settings page.](/documentation/design/setup.md)

</details>

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<summary><strong>Why do line thicknesses look different when I export my model to PNG/PDF?</strong></summary>

Both the **Stroke scale** and the **Page scale** properties affect the appearance of lines at export. Here's [detailed documentation about it.](/documentation/design/setup.md)

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<summary><strong>I cannot find the furniture I need in Rayon’s libraries. How can I get other types of furniture?</strong></summary>

Don't worry. We've got you covered!

Rayon has built an entire repository of more than 10k furniture blocks called 'Rayon assets' that [can be found right here](https://www.rayon.design/assets/libraries). Any furniture or collection of furniture can be downloaded from the website and uploaded to Rayon to be used!

</details>

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<summary><strong>I imported an image of a plan. How can I set it to the right scale?</strong></summary>

Simply use the **`Scale`** tool.

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<summary><strong>Can I share styles across my drawings?</strong></summary>

You can use **style libraries** or **templates** to that effect. [See our documentation here for more details.](/documentation/publishing-and-sharing/publishing-a-template.md)

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<summary><strong>Can I export a PDF/DWG/PNG with Rayon?</strong></summary>

Yes! Please have a look at the [Export page](/documentation/import-export/exporting-and-printing.md) to learn more about it!

</details>

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<summary><strong>Which formats can I import into Rayon?</strong></summary>

PDF, DWG, DXF, SVG, and images (JPG and PNG) can be imported into Rayon.

There are a few limitations on file sizes; check out our [Import page](/documentation/import-export/dwg-dxf-import.md) for more details.

</details>

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<summary><strong>Can I copy from one model to another?</strong></summary>

Yes, absolutely!\
Simply use the **`Copy`** option. You will find it in the right-click menu (or by pressing **`CMD/CTRL`** + **`C`**). Then simply paste in the destination model.

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<summary><strong>Is Rayon a 3D app?</strong></summary>

No, Rayon is a 2D drawing tool only.

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<summary><strong>Where can I find doors in Rayon?</strong></summary>

Doors can be found in the block library. [More about block libraries here.](/documentation/publishing-and-sharing/publishing-a-library.md)

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<summary><strong>Does Rayon support languages other than English?</strong></summary>

We started offering translations of our app. So far, Rayon offers a French version only, but our team is working on shipping other languages soon.

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<summary><strong>How can I change the email of my account?</strong></summary>

Rayon does not offer this option today. The solution is to invite your other email to your team, and then transfer ownership to this new email.

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<summary><strong>Can I keep my files stored in Rayon forever?</strong></summary>

It depends; as long as you have a paid subscription with us, then yes, your files will be stored.

If you are on a free plan, we tend to favor active users, to be able to afford our storage costs. Rayon asks users to connect to/work on their account at least once every 3 months to keep models in their account. Below this threshold, models will be archived. That does not mean that models will be deleted, but simply that we will have to place them on another server, and recovering your files might take some time and some manual process.

</details>

#### About issues & bugs

<details>

<summary><strong>My imported DWG is not at the right scale. What can I do?</strong></summary>

An imported plan can sometimes be out of scale. This is often caused by a **mismatch between the units** of the original DWG file and Rayon’s unit system.

**For instance, one can be in millimeters and the other in meters.** It is, therefore, just a matter of applying a x1000 or x0.001 factor to set the drawing back to its original size.

To restore the right scale, simply use the **`Scale`** tool.

</details>

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<summary><strong>I exported a DWG, but the file looks empty when I open it.</strong></summary>

Your export likely worked correctly. This usually happens when your drawing contains stray elements far from the main drawing. The exported file includes everything, but your CAD software may open zoomed out to fit all entities, making the drawing hard to find.

**To prevent this:** before exporting, check if your model contains stray geometry far from your main drawing and delete it.

</details>

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<summary><strong>I seem to have lost some models. What can I do?</strong></summary>

Losing models is not possible in Rayon. However, Rayon offers different ways to store models (public/private workspaces, folders, etc.), and is inherently collaborative. For those reasons, we have realized that, sometimes, users misplace models or move them without notifying other users of the same repository.\
Our advice is to (1) check all repositories you own or are a part of, and (2) make sure your colleagues have informed you of any models they moved or deleted.

</details>

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<summary><strong>I seem to have lost some part of my drawing. What can I do?</strong></summary>

The integrity of your work is our #1 priority. In 99% of cases, data will be safely handled.\
However, on extremely rare occasions (file closed without syncing back to the server, clashes between multiplayer edits, etc.), data can get lost. In such a situation, first make sure your data is truly lost.\
(1) Check your model history, and try to revert to previous (more complete) versions.\
(2) Download your current model (in .ry format) and then refresh the tab.\
If you’ve tried the above and your data is still not there, please contact our support team (<support@rayon.so>) — we’ll help you get it resolved quickly. Though we cannot retrieve unsaved work, we can investigate what went wrong.

</details>

#### About billing & pricing

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<summary><strong>How much does Rayon cost?</strong></summary>

Rayon is free for limited usage, and for students. Pricing tiers of our Pro and Team plans can [be found here](https://www.rayon.design/pricing).

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<summary><strong>How can I cancel my subscription?</strong></summary>

To cancel your subscription, please go to Rayon's main menu > settings > billing, and update your plan.

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<summary><strong>How can I obtain a refund?</strong></summary>

Rayon can, under specific conditions, grant some users a refund.\
[Please see our policy on this page.](/other-resources/others/refund-policy.md)

</details>

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<summary><strong>How can I get an invoice?</strong></summary>

Rayon uses Stripe for billing. Stripe can be accessed from your team's billing page. Within Stripe, invoices can be generated for any payment you made.

</details>

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<summary><strong>My payment failed; what can I do?</strong></summary>

Payments can sometimes fail for a few reasons (expired card, insufficient funds, bank security checks, etc.). Here’s what you can try:

1. **Check your card details**\
   Make sure the card number, expiration date, CVC, and billing address are correct and up to date.
2. **Try another card or payment method**\
   If your bank declined the charge, using a different card or payment option often solves the issue.
3. **Contact your bank**\
   Some banks block online or international charges by default. A quick call to approve the payment can fix it.
4. **Update your payment method in your account**
   * Log in to your billing/account settings
   * Go to **Payment Methods** and add or update your card
   * Retry the payment

If you’ve tried the above and your payment is still failing, please contact our support team (<support@rayon.so>) — we’ll help you get it resolved quickly.

</details>

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<summary><strong>Does deleting my Rayon account automatically cancel my subscription?</strong></summary>

No. You need to cancel your subscription prior to deleting your account with us.

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<summary><strong>Will my subscription renew automatically?</strong></summary>

Yes. By default, Rayon subscriptions are managed in Stripe, and are renewed automatically.

</details>

#### About system requirements

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<summary><strong>Can Rayon be used with tablets and smartphones?</strong></summary>

Yes, it can; Rayon models and presentations can be opened on smartphones and tablets, in read-only mode. This way, users can browse through their work and take measurements from their device.

</details>

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<summary><strong>Can Rayon be used offline?</strong></summary>

**Rayon cannot be loaded offline.** However, we do offer the ability to keep working while your connection is lost. Changes made to your model will be synced once you are back online.

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<summary><strong>Can I install Rayon on my laptop?</strong></summary>

Yes — although Rayon is first and foremost a web app, accessible in your browser, Rayon offers an app that can be installed (on PC and Mac alike). This app, however, still requires an internet connection to start Rayon. [The app can be downloaded here.](https://www.rayon.design/download)

</details>

***

### We are always available

Book a demo with our team, [right here](https://b1kzip68v9f.typeform.com/to/Hgr0eQ4k#source=docs).\
To get some support, reach out to us through our **in-app support chat**.\
More about [our support policy right here](/other-resources/others/support-policy.md).