> 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 Quick answers to the questions we get asked most. New to Rayon? Start with our [Basics guide](https://docs.rayon.design/documentation/rayons-basics) to learn your way around. For more tips, how-tos and discussions with other Rayon users, visit our [community forum](https://community.rayon.design/).
#### Plans and Billing
What different plan options are available on Rayon? *Rayon offers three plans: Free, Pro and Team. Here are some of the key plan differences:* * Free includes unlimited models, with limited exports and library access. * Pro adds full PDF and PNG export, full library access, unlimited model history, personal templates and libraries, and 100 AI credits per week. * Team adds team workspaces, shared templates and libraries, team-level billing, live support and 200 AI credits per week.\ \ See our [Pricing & billing](https://docs.rayon.design/documentation/team-management-and-billing/pricing-and-billing) page for the full list of features and our pricing.
How can I cancel my subscription? *Y*ou can cancel at any time from your account settings: 1. Go to the profile section of your organization [Preferences](https://rayon.design/app/account/profile). 2. Select the organization that holds your subscription. 3. Select the **Plan & Billing** section. 4. Click **Cancel plan** and follow the steps. Your account will then move to the Free plan and your models will stay in your account. There is no option to pause a subscription, but you can cancel and resubscribe whenever you like.
Where can I find my invoices? 1. Go to the profile section of your organization [Preferences](https://rayon.design/app/account/profile). 2. Select the organization that holds your subscription. 3. Select the **Plan & Billing** section. Here you will find your full invoice history, ready to download.
How do I update my payment method? 1. Go to the profile section of your organization Preferences. 2. Select the organization that holds your subscription. 3. Select the **Plan & Billing** section. 4. Select **Update Plan**, and from there you will be able to change your payment method.
What is your refund policy? Rayon can offer you a refund under the circumstances outlined in our [refund policy](https://docs.rayon.design/other-resources/others/refund-policy). These include: * A major technical issue confirmed by our team. * An accidental yearly payment when you meant to choose monthly billing, reported within 4 weeks. * A paid plan bought while you were eligible for a free student license. * A double charge. Refunds are not given for lack of use, changing needs or forgetting to cancel before renewal. However, if you contact us within 48 hours of an unexpected renewal, we can review your request. To request a refund, message us through the in-app support chat. Read our full [refund policy](https://docs.rayon.design/other-resources/others/refund-policy) for more information.
Will my subscription renew automatically? Yes, monthly and yearly subscriptions renew automatically at the end of each billing period until you cancel. To avoid being charged, cancel before your renewal date. You can check your subscription details at any time in your organization preferences, under the **Plan & Billing** section.
Will deleting my Rayon account automatically cancel my subscription? No, deleting your account does not cancel your subscription. Please cancel your subscription first, then delete your account.
#### Your Account
Can I change the email associated with my account? Rayon doesn’t currently offer a way to change the email on an existing account. To do this, you will need to create a new account with the new email, and move your drawings there: 1. Create a new Rayon account with the email you want to use. 2. If you’re on a team, invite your new email to the team, then transfer ownership to it. 3. If you’re working in your personal space, invite your new account as an editor on your models, then duplicate each model into the new account. 4. On a pro account, you will then need to cancel your current subscription, and create a new subscription on the new account.
How can I change my login method? If you signed up with Google and would like to log in with an email and password instead: 1. Log out of Rayon. 2. Create a new account using the same email address, this time choosing email and password. This won’t create a separate account. You’ll keep the same account, with all your models and preferences, and simply log in with a password instead of Google.
How long will my files be stored on Rayon? On a paid plan, your files are stored for as long as your subscription is active. On the Free plan, you need to log into your account at least once every 3 months to keep your models active. After 3 months without activity, your models are archived. They aren’t deleted, but recovering them can take some time. If you need access to an archived model, contact us on .
Where can I find my AI credit balance? To check your remaining credits, hover over the AI star symbol in the prompt bar while an AI tool is active, or in the AI chat panel. Rayon uses two types of AI credit: * Message credits let you chat with the AI panel. Pro and Team plans include unlimited messages. * Generation credits are used by AI tools such as Edit image, Remove background and Generate floor plan. Pro plans include 100 per week and Team plans include 200 per week. These reset every Sunday.
Does Rayon have a student plan? Yes, Rayon is free for students at accredited institutions. The student plan includes all the features of the Pro plan, with the exception of the 100 AI credits and in-app chat support. To get it, [sign up for a student account](https://www.rayon.design/app/auth/student-signup) using your institutional email, and select “I am a student” during onboarding. If your school is already in our program, your student plan is applied automatically. If not, you’ll receive a form by email to apply. Personal and alumni emails aren’t eligible. Read more about [Rayon for students](https://docs.rayon.design/other-resources/rayon-for-studying/rayon-for-students), or see [Rayon for faculty](https://docs.rayon.design/other-resources/rayon-for-studying/rayon-for-faculty) if you teach.
#### Platform and Compatibility
What do I need to run Rayon? Rayon runs in your web browser, so all you need is a supported browser and an internet connection. Supported browsers are: * Chrome 119+ * Edge 119+ * Firefox 118+ * Opera 105+ Safari and Internet Explorer aren’t currently supported. For the best experience, keep your browser up to date. See our full [system requirements](https://docs.rayon.design/other-resources/others/system-requirements) for more information.
Does Rayon have a desktop app? Yes, you can [download the Rayon desktop app](https://www.rayon.design/download) from our website. You don’t need it to use Rayon, though: everything works directly in your browser. An internet connection will still be required while working in the Rayon desktop app.
Can I use Rayon on a tablet or phone? Yes, you can use Rayon on mobile in read-only mode. On a smartphone or tablet, you can browse your workspaces, open your models and take measurements. Drawing and editing are available on desktop only. Learn more about [Rayon for mobile](https://docs.rayon.design/documentation/publishing-and-sharing/rayon-for-mobile).
Can I use Rayon offline? Partly. Rayon needs an internet connection to load, both in your browser and in the desktop app. Once it has loaded, you can keep working offline. Just make sure you’re back online before you close or refresh the tab, so your changes can sync.
Which file formats can I import into Rayon? You can import: * DWG and DXF files * PDF files * SVG files * Images in JPG, PNG, WEBP, HEIC, BMP or GIF format * RY files, Rayon’s own format DWG, DXF and PDF imports are limited to 25 MB, and images to 10 MB. Learn more about [importing DWG files](https://docs.rayon.design/documentation/import-export/dwg-dxf-import) or [PDF and images](https://docs.rayon.design/documentation/import-export/pdf-and-image-import) in our documentation.
#### Troubleshooting
My model is slow or showing a performance warning. When a model passes the 80% performance threshold, it’s becoming heavy and may start to feel slower. The more content Rayon needs to display at once, the heavier the model. To speed it up: * Hide layers you don’t need right now. * Delete unused geometry, old iterations or large images. * Split the model into multiple canvases or separate models. * Use Xrefs instead of duplicating geometry. Read more about [improving model performance](https://docs.rayon.design/other-resources/others/improving-model-performance).
My imported DWG is the wrong scale. This is usually caused by a mismatch between the units that were selected during the import process and the actual scale of the drawing. To fix it, select your drawing on the canvas and use the Scale tool with a factor of 1000 or 0.001 to restore its original size. To avoid the problem in your next import, check that you pick the right unit during the scaling step when you import. Learn more about [DWG and DXF import](https://docs.rayon.design/documentation/import-export/dwg-dxf-import).
I can’t find a model, what should I do? Models won't disappear from Rayon unless deleted. Often, they are just can be misplaced.\ \ Try the following: * Check every organisation and workspace you belong to, using the menu at the top left. * Check the folders in each workspace. * Check the Archive, where you can restore recently deleted models. * Ask your colleagues whether they’ve moved or deleted the model.
My model won’t load and is showing an error page. 1. Refresh the page. 2. Open the model in an incognito or private window. If it loads there, a browser extension may be causing the problem and needs to be turned off. 3. Try an alternative internet connection. 4. If you’re using the desktop app, try opening the model in your browser instead. 5. Make sure you’re using a [supported browser](https://docs.rayon.design/other-resources/others/system-requirements). If your model still won’t load, please contact us through the in-app support chat.
*** ### We are always available Book a demo with our team, [right here](https://b1kzip68v9f.typeform.com/to/Hgr0eQ4k#source=docs).\ If you couldn’t find what you were looking for, our support team is always happy to help through the **in-app chat**.\ Read more about our [support policy here](/other-resources/others/support-policy.md).