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:

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. Refer to the network information page below for guidance:

How to set up firewalls and corporate networks

[Windows] Microphone: Settings > System > Sound > check the "Choose your input device" option

Video & Audio: Settings > Privacy > Toggle on the "Allow apps to access your camera" and "Allow apps to access your microphone" options.

[Mac]

Please consider the following if this issue occurs:

If the problem persists, please submit an inquiry here.

This problem can occur when you have multiple instances of ZEP turned on at the same time. Close other tabs and refresh.

If the problem still occurs, please submit an inquiry through Channeltalk, which can be found in the bottom right of the ZEP homepage.

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. If the problem persists, please submit an inquiry here.

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. If the problem persists, please submit an inquiry here.

[Android]

[iOS]

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 currently uses spatial audio and video sharing, which means that audio and visual communication is only available when users’ avatars are located near each other. If you want to maintain audio and video regardless of location, you can turn on the spotlight function for all users.

You can share your face and voice while using screen share. A new box showing your screen will be added for other users to see and your face and voice will continue to be displayed in the original box.

If you use [Share My Screen & System Audio], you can send your own audio from the microphone and the system audio at the same time.

In ZEP, channels are divided into units of 500 people per Space. This is where the difference between a map and a Space becomes important, as the 501st user is moved to CH2 and no matter which map they go to, they will not encounter the users on CH1. Users with admin permissions are transmitted to all channels.

(See Related Question - FAQ > ZEP> What is the difference between a Space and a map?)

Only the shared screen, avatar, video, and voice of admin can be seen on all channels. If more than 500 users are participating, the admin should use the spotlight function in order to conduct the event.

Yes. With the exception of users with admin permission, chat can only be viewed by those in the same channel.

Users can move to another channel by using the channel list on the left side of the screen.

There is no limit. However, if too many people have Spotlight, performance issues may occur. If possible, avoid giving more than 30 people Spotlight at the same time.

Yes, it’s possible.

Until now, ZEP has offered free production access to all users. However, ZEP will introduce a new plan system based on the maximum number of concurrent users per Space. Commencing from July 2023, ZEP will be launching a range of monthly subscription plans to provide enhanced features. Free usage will be limited to 20 concurrent users per Space. To learn more about Premium Plans: [Introducing New Premium Plans]

ZEP Office and Lounge add features that are specifically tailored for various workplace use cases, and is a paid service. You can learn more about ZEP Office and Lounge here.

Free usage will be limited to 20 concurrent users per Space. To learn more about Premium Plans: [Introducing New Premium Plans]

The smallest unit of metaverse space in ZEP is called a map. Each map has its own URL and exists in a Space. All ZEP Spaces contain at least one map, but multiple maps can be linked together within the same Space using portals.

For a more detailed explanation, please visit the

You can make a request by sending an email to hello@zep.us and providing an explanation for how you plan to use the logo. We will get back to you after reviewing your case.

Presently, the only part that can be linked to development is the API object part, and there is no separate development document or example.

After creating a Space, you can check data about users in the Space Settings page.

To get to the Space Settings page from inside a Space: Click [Host Menu] > click [Space Settings] > click the link [Detailed Space Settings] in that menu to go to the page To get to the Space Settings page from the homepage: Click My Spaces under the profile menu > click the (…) next to the Space name > click Space Settings

From the Space Settings page, you can download the Space visit history.

Download Visit History: Set the duration of the visit history you wish to view and press Download Visit History.

The start time and end time are based on UTC+9.

While a visit history can be downloaded for any date, you need to request a window of time that is 24 hours or less.

An excel file will be downloaded and provide visiting user’s registered email and recent login information.

Currently, map production is being carried out through partnered agencies specializing in map creation. We would appreciate it if you could contact one of our partners to find out specifics about the required budget or schedule.

You can visit our ZEP Official Partners page for more details.

For related inquiries, please send an email to partnership@zep.us and we will connect you with the appropriate person.

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.

Partnership agreements are being accepted through this link.

We currently do not support public API but you can use third-party public APIs through ZEP Script or Editor Objects. For more details please refer to API Call (POST).

When a user with the Owner, Admin, or Staff role selects another user and enables spotlight for them, the selected user’s screen is broadcast to everyone on the map. However, if you enable this function for too many users, lag may occur.

If you upload a map you created to the Asset Store, you can use it as a template in the Purchased Maps tab.

All assets uploaded to the Asset Store will be available for use by the public; therefore, maps that explicitly mention certain organizations or have promotional content may be rejected during the review. [Rejection Reasons During Review]

Additionally, you can use the copy function only for the Space you created yourself.

There is no limit to the number of video boxes you can view. Users are able to see the video boxes of all participants within the active distance.

The active distance is set to the default value of 6 tiles.

Three-phase active distance - Based on the tile where your avatar is standing

You can share the screen of your device by using the Share Screen button on the bottom bar. This feature is only supported on PC. If you’re trying to broadcast a video, you could use the Add Media > YouTube > YouTube Embed Function to share YouTube videos instead.

For smoother interactions with objects and other users, closing other browser tabs and exiting other software programs is recommended. The criteria for comfortable service use may vary according to the number of concurrent users or the size of the maps. The specifications below are minimum specifications for simple use, such as 1-on-1 meetings.

[Device]

The PC version does not have any major problems if you meet the specifications to run Chrome.

[Network]

The following are the recommended network speed converted for mobile use.

There is a zoom-in function and this feature will be added to the mobile app in the future.

Yes, you can.

You can place NPC-shaped objects in Map Editor > Objects > click + Add next to My objects.

Users with admin or owner roles will be able to copy a Space. (Updated on May 25, 2022)

If you are the map owner and assign someone else an admin role, they will be allowed to copy the Space and share it, so please pay special attention to who gets assigned admin on your map.

Players with the following roles are able to enter and edit in the [Map Editor].

First, create a Map Location(F) tile where you want to move, and then set an Area Name. Next, set the target map and location name with the Portal tile in the Map Editor, and users will be spawned at the desired location on the desired map. For more details, please check the Tile Effects section in the Map Editor guide.

In ZEP, web embedding works as an iframe. Occasionally, websites block the use of iframes when they are not on the same domain. In this case, web embedding will not be possible in ZEP without contacting the development team of the website concerned.

In addition, the web embed function applies iframe src= automatically, so make sure you use a general web link that is https:// + the web address you want to link to.

The maximum number of tiles currently supported for a ZEP map is 512 tiles x 512 tiles, with each tile being 32px x 32px which is a maximum of 16,384px x 16,384px. File size is limited to a maximum of 10MB.

No. Assets purchased from the ZEP Asset Store can only be used in ZEP.

Purchased assets can be used as follows:

Content purchased from the Asset Store is non-refundable by default as it is available immediately after purchase. However, if someone else purchased an asset using your payment information and you can prove this, please contact us through the Feedback button on the ZEP Homepage.

Note: The asset must be in an unused state.

Until the report function is added in a future update, please contact us through the Feedback button on the ZEP Homepage.

Directly registered assets can be viewed in order of popularity, and you can earn money if you’re selling your assets for a fee.

Please note that the required time may vary depending on the status of the uploaded asset, and it may take 3 to 5 business days.

You can check the reason for rejection on the ZEP official homepage if you click your name in the upper right > Asset Manager > My Assets.

Depending on the reason for rejection, you will need to reexamine the assets and upload them again for review after changing them.

A set of objects will be reviewed if there are 5 or more objects. A set with 4 or fewer objects may be rejected.

Derivative works are not strictly prohibited, but if it is too similar or identical to an existing asset, the submission will be rejected during review.

You can check the sales figures of the assets you have uploaded if you visit the ZEP homepage, click your name in the right corner, then Asset Manager > Sales Status. Using these sales figures, you can identify which assets are well-received by ZEP users and devise strategies to maximize profits when creating content.

This is possible through the settlement page, which will be updated later. If the profit balance is at least 100,000 KRW, you can apply once a month between the 23rd and 28th of each month. The payment will be completed in the last week of the month following the withdrawal request.

You can check the reason under Settlement > Request History > Status.

More information will be provided in a future update notice and patch note when the settlement page is updated. Excluding the fees for Toss (a payment service), ZEP collects 30% of the sale as part of a 30/70 revenue split. If there are any changes to the revenue split or collection fees, a notice will be provided in advance.