Connection and devices

ZEP operates in real-time, relying on network communication. If you're facing this issue, it could be due to slow internet speed or a temporary network disconnection on your device.

To troubleshoot:

• Verify the normal operation of web portal sites like Google and Yahoo. If they are functioning well, you should be able to access ZEP normally.

• Check your device's network speed at fast.com.

• If issues persist, click the question mark icon in the bottom right corner to contact us.

If you're using ZEP within your enterprise or institution and encountering connection issues, it might be due to restrictions imposed by your internal server or security firewall.

ZEP does not restrict access based on country.

If access is blocked by local/browser policies, please consider using methods such as a VPN for bypassing the restrictions.

If you’re using the same network, you need a minimum internet speed of 2Mbps per person, although we recommend a speed of 5Mbps per person.

In other words, if 100 people use the same network, you need a device with a minimum of 200Mbps and a recommended 500Mbps.

Please consider the following if this issue occurs:

1. Please check for any issues with the CPU memory. Due to the nature of the ZEP service, interactions between many objects and users occur. Therefore, when using ZEP, it is recommended that users minimize the tabs (or windows) of the browser being used as much as possible and close any running applications.

2. For map makers, lowering the size of the map image file or the size of the background music can prevent this problem.

Due to the nature of ZEP’s service, many objects and user interactions occur. When using ZEP, we recommend minimizing or closing the tabs (windows) of the browser you’re using and close other applications.

Please check your network connection.The map of the Space you are in has a very large background image can also cause lag.

For map makers, when creating maps please refer to the information below.

• Background image must be less than 4,000 by 4,000 pixels • Recommended number of tiles are 125 tiles.

Please check that the YouTube content itself does not have restrictions on sharing.

This phenomenon occurs intermittently when purchasing or copying a space that uses unofficial objects. Simply refresh the page or use the upload object function to relocate the object.

Due to the nature of ZEP’s service, many objects and user interactions occur. When using ZEP, we recommend minimizing or closing the tabs (windows) of the browser you’re using and close other applications.  Please check your network connection. The map of the Space you are in has a very large background image can also cause lag.

This problem sometimes occurs on certain IOS devices. Please stop charging your phone, turn off low power mode, and then try using ZEP.

ZEP does not require a registration process.

If you have a Google or Whale Space account, you can sign in with social login.

If you do not have the two social accounts, please enter a receivable email address in the input box and enter the verification number included in the sent email.

If you wish to delete your account, you can proceed through the following steps:

1. Log in with the account you wish to delete

2. Click on the account name at the top right corner

3. Click on the profile

4. Click on 'Delete Accout' at the very bottom

*If you are the owner or an administrator of a subscribed space, you cannot delete your account. Please cancel your subscription to the space or change your role to staff or below before attempting to delete.

*Once deleted, the account cannot be restored.

*Please check for content that cannot be restored, such as 'My Spaces' and purchased assets from the asset store.

If your email can receive messages, an email will be sent.

However, the email sent may be classified as spam, so please check your entire mailbox.

If you enter the incorrect verification code 5 additional times, the ability to send a verification code will be restricted for 1 hour.

Please try again after an hour.

If your situation does not correspond to the above reasons, please inquire via channel talk.