> For the complete documentation index, see [llms.txt](https://support.senterasensors.com/home/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.senterasensors.com/home/fieldagent-web/ordering/why-cant-i-order.md). # Why can't I order? Find the cause and the fix when you can't place an order, or when an order never arrives or fails. Most ordering problems come down to the photos in the survey, your plan or an empty detail. {% hint style="success" icon="headset" %} If the fix below doesn't work, contact . {% endhint %} *** ## A mosaic is grayed out in Order Mosaics **Order Mosaics** grays out a product when the survey's photos can't produce it or your plan doesn't include it. * Multispectral products need photos with the matching multispectral bands. A Sentera 6X Thermal Pro survey turns on **G, R, RE, NIR, LWIR Mosaic**, and a 6X Multispectral survey turns on **B, G, R, RE, NIR Mosaic**. Check [which products each sensor turns on](/home/fieldagent-web/imagery/mosaics.md#choose-the-right-product). * A survey of RGB photos can only make RGB Mosaic, RGB and Elevation Mosaics, or RGB and VARI Index Mosaics. {% hint style="success" icon="headset" %} If your photos support the product and it's still grayed out, it isn't [part of your plan](https://sentera.com/fieldagent/#FieldAgentPkgsTable). To add it, contact . {% endhint %} *** ## An analytic is grayed out in Order Analytics **Select Analytics Type** lists every analytic and grays out the ones your [plan](https://sentera.com/fieldagent/#FieldAgentPkgsTable) doesn't include. * Stand Count, Spot Scout Canopy Cover and Tassel Count need the Advisor plan or higher. * Stand Count with Uniformity and Weed Pressure need Advanced. * M/F Stand Count requires an additional add-on purchase. {% hint style="success" icon="headset" %} Contact to change your plan and add more analytics. {% endhint %} *** ## There's no survey to select **Select Survey** lists the surveys already imported into the field. If it's empty or the flight you want is missing, try these: * [Import the photos](/home/fieldagent-web/imagery/import-imagery-in-fieldagent-web.md) first. * Wait until the upload has finished and the imagery shows in FieldAgent Web. * Check that you're on the right field and organization. A survey belongs to the field it was imported into. *** ## SUBMIT stays grayed out **SUBMIT** stays grayed out until the form is complete, and the panel doesn't say what's missing. The order forms need: * In **Order Mosaics**, a survey and at least one product. * In **Order Analytics**, the survey and the product's required details. * Field Scale Stand Count and Field Scale Stand Count with Uniformity need a crop type, a seeding rate and a row spacing. * Field Scale Tassel Count needs a seeding rate and a row spacing. * Field Scale Spot Scout Canopy Cover needs nothing more. *** ## The order was placed but nothing has arrived Open the **Orders** page and find the order. Its status tells you where it is. * An order placed from a field's survey starts as **PROCESSING**. FieldAgent emails you when the results are ready. * An order created on the **Orders** page before the flight stays **PENDING** until the imagery is imported and every required order detail is filled in. Open it and check those first. {% hint style="success" icon="headset" %} Failed orders may still show **PROCESSING** on the **Orders** page, so check your email for updates. If an order stays **PROCESSING** for more than a day, contact with the field name and the order date. {% endhint %} *** ## The order failed FieldAgent emails you when an order fails. The usual cause for mosaic failures is photos that don't overlap enough to be stitched. Photos flown for a stand count, tassel count or canopy cover are separate samples that don't overlap, so a mosaic ordered on that survey fails. {% hint style="info" %} If the order includes more than one mosaic, like the RGB and VARI Index Mosaics, both fail because the photos don't overlap enough. {% endhint %} {% hint style="warning" %} Ordering again on the same survey fails the same way. Fly the field again with the [overlap a mosaic needs](https://catalog.sentera.com/products), 75% at 400 ft (120 m) for the RGB and crop health products. Then order from the new survey. {% endhint %} *** ## Related pages {% content-ref url="/pages/3AZV1F3eNcUzaVTotJPN" %} [Order a mosaic](/home/fieldagent-web/ordering/order-a-mosaic.md) {% endcontent-ref %} {% content-ref url="/pages/dhtWGcJNstJFZXvnKym1" %} [Order analytics](/home/fieldagent-web/ordering/order-analytics.md) {% endcontent-ref %} {% content-ref url="/pages/rKvIiUcxbm4SnUSjHMEM" %} [Orders and flight tasks](/home/fieldagent-web/ordering/orders-and-flight-tasks.md) {% endcontent-ref %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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