FAQ
Did you download the Palette Home app and do you have questions regarding the app or your scenes? Or have you purchased one of the subscriptions and are unsure about how to access or use the purchased features?
This is exactly why we have put together the following information, which may answer your questions.
And if not, we look forward to helping you personally.
To save your designs, click on the disk icon in the planning window at the bottom right of the screen. In the save menu provide the file with a name finally save it with the button "Save As".
It is currently not possible to print designs in Palette Home from mobile devices.
Printing in the web / browser version is only activated in paid versions.
You can increase the number of save slots in the Android and iOS app. Depending on which subscription you choose, you can unlock 15 or 50 save slots. There is also a subscription to purchase storage space and access to our Palette Cloud. Your designs are stored securely in our Cloud and can be accessed across different mobile devices and across operating systems.
With the browser version, the browser manages the saved files itself. Your files can be deleted, if the browser cleans up old files or you manually clear the browser cache. If you have activated increased security settings in the browser, which cause the browser to clear the cache when you exit the program, it is possible that your save files will be deleted.
We also provide Palette Home as a free app on the Google Play and iOS App stores. With these versions, your files are managed by the app and are only lost if the app is uninstalled, or the app is reset to the default factory settings.
You can also purchase access to our Palette Cloud within the apps via an in-app subscription. The saved files can then be stored safely in the cloud and accessed across different devices and platforms.
With the browser version, you should also make sure that you are using the same browser and the same profile. Because every browser only “sees” the files that have been created with this browser and with the respective profile.
This can have many different reasons:
On the one hand, it is possible that the browser is no longer receiving enough memory from the operating system. This can happen if you have many browser tabs opened at the same time, especially many tabs with the web planner. Falls Sie viele Tabs offen haben, dann schließen Sie einige davon.
On the other hand, locally cached files may be corrupted or out of date.
The browser cache is a kind of intermediate storage for Internet pages. When you visit a website, parts of the website (e.g., images, CSS, or JavaScript files) are saved on the user's hard drive.
If you come back to the same website later, you no longer have to download all the parts of the page again. Instead, the browser can access the files in the cache and display the page faster.
To fix this error, try forcefully reloading the page. For example, with ctrl + F5.
If that does not help, you will have to clear the browser cache. The downside to this, is that any existing save files will also be deleted.
You can clear the cache, as follows
Microsoft Edge:
- Press the Ctrl + Shift + Delete keys
- Make sure the checkbox Cached images and files is selected and then click the button Clear now.
or:
- Click on the ... symbol in the upper right corner
- Select Settings
- Select Privacy, search and services and then locate Clear browsing data. Click the button Choose what to clear
- Select an appropriate time range and make sure the checkbox Cached images and files is checked.
- Then click the button Clear now
Google Chrome:
- Press the Ctrl + Shift + Delete keys
- Select an appropriate time range from the corresponding drop-down button.
- Activate the checkbox Cached images and files and select the button Clear data.
or:
- Click on the menu symbol next to the address bar (three horizontal bars)
- Select More tools
- Then chose Clear browsing data...
- Select an appropriate time range and make sure the checkbox Cached images and files is activated.
- Click on the button Clear data
Mozilla Firefox:
- Press the Ctrl + Shift + Delete keys
- In the pop-up window select Cache and then click on OK.
or:
- Click on the menu symbol next to the address bar (three horizontal bars)
- Select Options and then Privacy & Security and then scroll to Cookies and Site Data
- Click on Clear Data and make sure the checkbox Cached Web Content is selected.
- Click the button Clear
Apple Safari:
- Press the Cmd + Alt + E
or:
- In the Safari menu, click Clear History ...
- Select an appropriate time range
- Now select Clear History
The laser measurement function is only available on the Android and iOS platforms. It must also be purchased via an in-app subscription.
- Is the device on our list of supported devices? If not, we cannot guarantee that the device is compatible with our app.
- Make sure that Bluetooth is activated in the settings of the operating system. If you need to activate Bluetooth via the operating system, then close and restart the app.
- Make sure that you have also bought the relevant subscription and that it is active. If the subscription is no longer active, then the features activated via subscription will no longer work either.
- Check that Bluetooth is also activated on the laser measurement device and that the device is also switched on.
- Make sure that the laser measuring device is not paired with another app or with another end device. Some laser measuring devices can only be paired with one end device at a time.
- Does the app have permission to use Bluetooth? If not, you can find the permission settings here:
Android: If the app does not have authorization for Bluetooth / location, long press the app icon then select "App info – App permissions"
iOS: If the app does not have authorization for Bluetooth, go into the iOS settings, scroll down to the Palette Home app and select Bluetooth"
1. Do you have a valid subscription?
Android: You can find out whether you have the subscription in the Play Store app: “Play Store - My Profile - Payments and Subscriptions”. After reinstalling the app, the subscription, if available, should be activated immediately after launching the app.
iOS: You can find out whether you have the subscription in the iOS settings: “Settings - My Apple ID - Subscriptions”. After reinstalling the app, the purchase may not be activated immediately. Within the app you will find a "Restore purchases" button in the screen for the in-app purchases.
2. Has the subscription been activated in the app?
You can tell whether the subscription has been activated in the app, for example, by checking whether a tutorial/help section is displayed in the screen for the in-app purchases. This help section is only displayed if you have a valid in-app subscription.
3. The subscription is still not activated correctly?
Please check whether you are logged into the correct account in the respective store (Play Store, App Store).
iOS: You can also verify if you have the subscription in the iOS settings: “Settings - My Apple ID - Media & Purchases - View Account - Subsriptions”
You can cancel your subscription at any time:
Android: „Google Play Store - My Profile settings - Payments and subscriptions - Subscriptions“
iOS: „Settings - My Apple ID - Subsriptions“
The subscription should work on a maximum of 10 devices with the same Apple ID.
On iOS, it is possible to use a separate Apple ID for each Apple service (iCloud, App Store, etc.).
After logging in to a different Apple ID, the reference to the in-app subscription in the App Store may be deleted. Please verify that the ID with which the subscription was purchased is the one you use to log in on the device and in the App Store.
You can verify this on the start page of the app store, in your app store profile settings.
Also you can check if you have the subscription in the iOS settings: “Settings - My Apple ID - Media & Purchases - View Account - Subsriptions”
Android: Unfortunately, this is currently not possible on Android.
iOS: „Settings - My Apple ID - Subsriptions“ and then select a different subscription.
There is a help function in most of the screens. When you click on Help (the button with the question mark), a window appears that explains the relevant functions.
You can find a paid video tutorial series here:
https://www.palette-academy.com/palette-home/
However, at the moment the videos are only in German.
Downloading or synchronizing scenes is only possible via the Palette Cloud. Access to the Palette Cloud can be purchased via „Business subscription” package.
To do access the Palette Cloud after successfully creating an account, select the save icon at the bottom right of the screen.
If you have cloud access credentials and you are logged in, a cloud icon will appear at the top left in the ave menu
If you click on the cloud, you switch from local storage, to the cloud storage
All planning saved here can be used across platforms and devices.
To save your designs, click on the disk icon in the planning window at the bottom right of the screen. In the save menu provide the file with a name finally save it with the button "Save As".
It is currently not possible to print designs in Palette Home from mobile devices.
Printing in the web / browser version is only activated in paid versions.
You can increase the number of save slots in the Android and iOS app. Depending on which subscription you choose, you can unlock 15 or 50 save slots. There is also a subscription to purchase storage space and access to our Palette Cloud. Your designs are stored securely in our Cloud and can be accessed across different mobile devices and across operating systems.
With the browser version, the browser manages the saved files itself. Your files can be deleted, if the browser cleans up old files or you manually clear the browser cache. If you have activated increased security settings in the browser, which cause the browser to clear the cache when you exit the program, it is possible that your save files will be deleted.
We also provide Palette Home as a free app on the Google Play and iOS App stores. With these versions, your files are managed by the app and are only lost if the app is uninstalled, or the app is reset to the default factory settings.
You can also purchase access to our Palette Cloud within the apps via an in-app subscription. The saved files can then be stored safely in the cloud and accessed across different devices and platforms.
With the browser version, you should also make sure that you are using the same browser and the same profile. Because every browser only “sees” the files that have been created with this browser and with the respective profile.
This can have many different reasons:
On the one hand, it is possible that the browser is no longer receiving enough memory from the operating system. This can happen if you have many browser tabs opened at the same time, especially many tabs with the web planner. Falls Sie viele Tabs offen haben, dann schließen Sie einige davon.
On the other hand, locally cached files may be corrupted or out of date.
The browser cache is a kind of intermediate storage for Internet pages. When you visit a website, parts of the website (e.g., images, CSS, or JavaScript files) are saved on the user's hard drive.
If you come back to the same website later, you no longer have to download all the parts of the page again. Instead, the browser can access the files in the cache and display the page faster.
To fix this error, try forcefully reloading the page. For example, with ctrl + F5.
If that does not help, you will have to clear the browser cache. The downside to this, is that any existing save files will also be deleted.
You can clear the cache, as follows
Microsoft Edge:
- Press the Ctrl + Shift + Delete keys
- Make sure the checkbox Cached images and files is selected and then click the button Clear now.
or:
- Click on the ... symbol in the upper right corner
- Select Settings
- Select Privacy, search and services and then locate Clear browsing data. Click the button Choose what to clear
- Select an appropriate time range and make sure the checkbox Cached images and files is checked.
- Then click the button Clear now
Google Chrome:
- Press the Ctrl + Shift + Delete keys
- Select an appropriate time range from the corresponding drop-down button.
- Activate the checkbox Cached images and files and select the button Clear data.
or:
- Click on the menu symbol next to the address bar (three horizontal bars)
- Select More tools
- Then chose Clear browsing data...
- Select an appropriate time range and make sure the checkbox Cached images and files is activated.
- Click on the button Clear data
Mozilla Firefox:
- Press the Ctrl + Shift + Delete keys
- In the pop-up window select Cache and then click on OK.
or:
- Click on the menu symbol next to the address bar (three horizontal bars)
- Select Options and then Privacy & Security and then scroll to Cookies and Site Data
- Click on Clear Data and make sure the checkbox Cached Web Content is selected.
- Click the button Clear
Apple Safari:
- Press the Cmd + Alt + E
or:
- In the Safari menu, click Clear History ...
- Select an appropriate time range
- Now select Clear History
The laser measurement function is only available on the Android and iOS platforms. It must also be purchased via an in-app subscription.
- Is the device on our list of supported devices? If not, we cannot guarantee that the device is compatible with our app.
- Make sure that Bluetooth is activated in the settings of the operating system. If you need to activate Bluetooth via the operating system, then close and restart the app.
- Make sure that you have also bought the relevant subscription and that it is active. If the subscription is no longer active, then the features activated via subscription will no longer work either.
- Check that Bluetooth is also activated on the laser measurement device and that the device is also switched on.
- Make sure that the laser measuring device is not paired with another app or with another end device. Some laser measuring devices can only be paired with one end device at a time.
- Does the app have permission to use Bluetooth? If not, you can find the permission settings here:
Android: If the app does not have authorization for Bluetooth / location, long press the app icon then select "App info – App permissions"
iOS: If the app does not have authorization for Bluetooth, go into the iOS settings, scroll down to the Palette Home app and select Bluetooth"
1. Do you have a valid subscription?
Android: You can find out whether you have the subscription in the Play Store app: “Play Store - My Profile - Payments and Subscriptions”. After reinstalling the app, the subscription, if available, should be activated immediately after launching the app.
iOS: You can find out whether you have the subscription in the iOS settings: “Settings - My Apple ID - Subscriptions”. After reinstalling the app, the purchase may not be activated immediately. Within the app you will find a "Restore purchases" button in the screen for the in-app purchases.
2. Has the subscription been activated in the app?
You can tell whether the subscription has been activated in the app, for example, by checking whether a tutorial/help section is displayed in the screen for the in-app purchases. This help section is only displayed if you have a valid in-app subscription.
3. The subscription is still not activated correctly?
Please check whether you are logged into the correct account in the respective store (Play Store, App Store).
iOS: You can also verify if you have the subscription in the iOS settings: “Settings - My Apple ID - Media & Purchases - View Account - Subsriptions”
You can cancel your subscription at any time:
Android: „Google Play Store - My Profile settings - Payments and subscriptions - Subscriptions“
iOS: „Settings - My Apple ID - Subsriptions“
The subscription should work on a maximum of 10 devices with the same Apple ID.
On iOS, it is possible to use a separate Apple ID for each Apple service (iCloud, App Store, etc.).
After logging in to a different Apple ID, the reference to the in-app subscription in the App Store may be deleted. Please verify that the ID with which the subscription was purchased is the one you use to log in on the device and in the App Store.
You can verify this on the start page of the app store, in your app store profile settings.
Also you can check if you have the subscription in the iOS settings: “Settings - My Apple ID - Media & Purchases - View Account - Subsriptions”
Android: Unfortunately, this is currently not possible on Android.
iOS: „Settings - My Apple ID - Subsriptions“ and then select a different subscription.
There is a help function in most of the screens. When you click on Help (the button with the question mark), a window appears that explains the relevant functions.
You can find a paid video tutorial series here:
https://www.palette-academy.com/palette-home/
However, at the moment the videos are only in German.
Downloading or synchronizing scenes is only possible via the Palette Cloud. Access to the Palette Cloud can be purchased via „Business subscription” package.
To do access the Palette Cloud after successfully creating an account, select the save icon at the bottom right of the screen.
If you have cloud access credentials and you are logged in, a cloud icon will appear at the top left in the ave menu
If you click on the cloud, you switch from local storage, to the cloud storage
All planning saved here can be used across platforms and devices.
Palette Home – the 3D online room designer
Palette Home is the entry into digital bathroom planning and room planning. Designs are created simply and quickly and rooms are set up digitally - free of charge on the tablet, smartphone or in the browser. Test the free app version of Palette Home now: Available as an app for download in the Apple App Store or the Google Play Store.