FAQ

FAQ

​Find answers to your questions!

User Accounts

I forgot my password, how do I reset it?
Changing your password is easy, just follow the steps in our password reset guide.
How do I log into Sitewise?
Navigate to the Sitewise login page. In most cases, your username will be your company email address. 
How do I set up my Sitewise account?
If you have been assigned a user license for Sitewise, you will receive an email from support@sitewise.com that will prompt you to activate your account. Check out our Setting Up Your Account page for more details. Please reach out if you have any issues with setting this up, or if you have trouble locating the account activation email (we recommend checking your junk/spam).
How do I add another user?
If you are the organization administrator, please reach out to the Sitewise Team. Please include: 
  1. The first and last name of each new user
  2. The user's email address
  3. The level of access this user should have
If you are not the organization administrator, we will need their approval before we are able to add an additional license.

 General

I'm new to Sitewise, where do I start?
Sitewise has many features that help you make informed decisions when analyzing markets. The best place to start is with our Using the Knowledge Base article. Here you'll find a quick overview and suggestions on where to start so you'll be a Sitewise expert in no time!
What browsers should I use to access Sitewise?
Sitewise Pro works in Internet Explorer 9+, Firefox, and Safari. However, we recommend using Google Chrome or Microsoft Edge.
What if I have questions or need help?
Our support team here at Sitewise is always happy to help! The Contacting Support article has all the information you need to get in touch.
How are the Google basemaps set up?
Sitewise and all other developers use the Google Maps API to integrate into our applications. It is a direct link to Google's mapping servers. We can only display whatever is exposed by Google. Google Maps may have different imagery but that is exclusive to Google. 

There are many other basemapse to choose from that offer different ways to visualize your data. Learn how to change them in the article Map Styles & Street View.

Somethings Not Working...

I deleted a record by mistake, can this be fixed?
It may be possible to restore records but it can be very difficult to do so. To help us narrow down the search, please contact Sitewise Support as soon as possible with the following details:
  1. What is the layer name was the record deleted from?
  2. What user deleted the record?
  3. Name, Location, Address, or Coordinates of the record.
    1. Any location details are helpful!
  4. Date and time the record was deleted. Please be as specific as possible if you don't know the exact time. 
The more information you can provide, the better. While we can't make promises that we will find the record, know that we always try our best to find and restore it!
I turned on a layer but can't see the data. What's wrong?
This might be related to the zoom level of the layer you've turned on. All layers have set zoom values that help with visualizing the data. Data will not appear beyond these set zoom limits. Try zooming into the map with the layer on. Additionally, you can try refreshing your browser.

Still can't see the data? Connect with our support team who will be able to assist. Make sure you provide the following information:
  1. What layer are you trying to view?
  2. If you've changed mapsets, make sure the team knows what mapset you're using.
  3. What have you tried to remedy the situation?
    1. This might include the suggestions above (zooming in/out or refreshing the browser) and anything else you have tried to see the data on the map.
  4. If other users in your organization are experiencing the same issue, let us know who they are.
My batch reports are limited by the number of records. Can I increase that limit?
If you've reached your limit, connect with our support team. They will be able to provide assistance or, for more complex requests, they will know where to direct your request.
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