Frequently Asked Questions
How do I prepare for my photoshoot?
Now that you’ve scheduled a photoshoot with us, what needs to be done to make your property really shine on photo day? We’ve created a detailed guide which outlines the process of preparing your property for a photoshoot and includes our recommendations for the best possible results.
You can view and/or download our property preparation guide here: How to Prepare Your Property for a Real Estate Photoshoot
How will I my receive my photos/content?
When your photos and/or other content are ready for delivery, we will upload them to your customer portal where you can access and download them.
Once the photos are uploaded to your portal, we will send you an email notification with a link to access your content folder.
To download your photos:
1. Log in to your customer portal (or create a new account using your email address).
2. Click “Listings” on the menu and select your property listing.
3. Optional: under the “Images” tab, click “Rearrange,” and organize the photos in whichever order you would like them to be downloaded.
4. Click “Download” in the upper right corner of the screen and select the options you would like to apply to your downloads (full size images, MLS-size reformatted images, and/or property website links).
6. Click “Download.” The files will be downloaded to your computer/device as a compressed file folder.
What is your turnaround time?
We deliver all of our photo services and 3-D tour services by the end of the following business day (Monday-Saturday). We guarantee a 2-business-day turnaround time for our video services and virtual staging services (these each require more involved editing processes, so they take a bit longer for our team to complete them).*
Next-business-day turnaround:
• HDR Photos
• Twilight Photos
• Aerial Photos
• 3-D Matterport® Tours
2-business-day turnaround:
• Highlight/Walkthrough Videos
• Aerial Videos
• Virtual Staging
How do I pay?
We accept payment following the order process via credit/debit card, Apple Pay, or Google Pay. After placing an order, the amount due will be updated on your account and can be payed at any time before downloading your edited images.
By default, the listing media content will be locked and unable to be downloaded until the balance due is paid. Once payment is received, the images will be automatically unlocked and accessible for download.
To make a payment for an order:
1. Log in to your customer portal (or create a new account if this is your first time working with us).
2. Click “Orders” on the menu and select the order for which you’d like to make a payment.
3. Click “Make a Payment” and select how you would like to pay (account credits or credit/debit card).
4. Enter your payment information and click “Place Order” to complete your payment process.
5. Your listing media content will now be unlocked and available for immediate download!
Can I download my photos in MLS-friendly file sizes?
Yes! When you access your content folder, you will have the option to download photos in full print-quality size, standard MLS file sizes, or custom dimensions.
To download your photos in custom dimensions:
1. Log in to your customer portal (or create a new account if this is your first time working with us).
2. Navigate to the listing with the photos you would like to download (see above question/answer for detailed instructions).
3. Click “Download” in the upper right corner of the screen, then click “View Download Center.”
4. Click the button “Looking to download custom sized images? Click here” and enter your desired file dimensions.
5. Click “Download Images.” The files will be downloaded to your computer/device as a compressed file folder in the dimensions of your choosing.
Does my content come with a property website?
Yes! property websites – as well as digital flyers, postcards, and ads – are included free with delivery of any of our services. In your customer portal, you can choose from a variety of templates and styles to create a beautiful property website and other digital marketing materials. Your photos, 3-D tours, and videos will be automatically imported to the property website builder page, so all you will need to do is write your property description/advertisement and customize the layout to your preferences.
Follow these instructions to create property websites:
1. Log in to your customer portal (or create a new account if this is your first time working with us).
2. Click “Listings” on the menu and select your property listing.
3. Click “Editor” under the “Property Websites” tab.
4. Customize your property website by adjusting the layout and settings, selecting a branded/unbranded website, adding a property description, as well as property details, agent information, etc.
5. Preview your website by selecting either “Mobile” or “Desktop” (depending which type of device screen you’d like to preview), then click the “View site” button on the upper right corner of the editor.
6. Once you are finished with editing and other adjustments, click “Save & Exit” in the upper right corner of the screen.
7. To access the webpage link for your listing, return to the “Listings” page and click the downwards arrowhead on the far right of the “Property Websites” tab.
Follow these instructions to create marketing materials:
1. Log in to your customer portal (or create a new account if this is your first time working with us).
2. Click “Listings” on the menu and select your property listing.
3. Click “Create” under the “Marketing Materials” tab.
4. Select the format (i.e. flyer, postcard, digital ad, etc.) and layout that you would like to use.
5. Customize your marketing materials by adjusting the layout and settings, adding a property description, property details, agent information, etc.
6. Once you are finished with editing and other adjustments, click the “Publish changes” button in the upper right corner of the screen.
7. To download your new marketing content, click “Download” in the upper right corner of the screen.
Can you edit (i.e. “photoshop”) something out of a photo?
Oftentimes, yes – we can! However, it depends on the specific photo and the object/feature requested to be removed.
Our most common photo edit requests are available as add-on services during the ordering process. If you would like something edited out of a photo that is not listed as an add-on service (or you anticipate the need to do so for a future photoshoot), please give our team a call so we can discuss your particular needs and how we can best help you!
Do I need to be present during the photoshoot?
Whatever is easiest for you! If you prefer to be present at the time of the photoshoot, you are welcome to do so. If you prefer not to be present, we ask that you leave property access instructions during the order process (there is an included section for property access details).
In general, our photographers are able to photograph the property most efficiently and effectively while it is vacant. However, we realize this is not always convenient (or even possible) for the property owner. When the property owner is present, our photographer will explain their anticipated workflow. They may also suggest arrangements to ensure the smoothest experience for you, your homeowner, and the photography process in general (i.e. working in a particular room while the others wait in an area out of sight from the camera).
Where should I park my car at the time of the appointment?
For residential properties, we recommend that you park you car on the road far enough away that it is not visible from inside the property (our photographers will usually park on the curb about 2-3 houses down from the property). We recommend that property owners remove any vehicles from the driveway (and garage – if garage photos are desired) prior to the photoshoot so that the exterior spaces are clean and open.
For commercial properties, feel free to park wherever best suits you (with commercial properties, lots of parked cars are an indicator of activity and busy-ness, which is usually desirable).