Support2020-01-05T18:33:37+00:00

How Can We Help?

FAQ

When can I expect to get my package delivered to me?2019-06-11T21:54:45+00:00

Delivery is guaranteed within 72 hours of the completed shoot or your package is FREE. Most standard jobs are delivered between 48-60 hours after the shoot was completed.

Our editing team processes jobs in the order they are shot. If you want to jump to the front of the line, we offer a guaranteed 24 hour RUSH that can be added at booking.

We have two times that we can guarantee: 24 hours or 72 hours—You get to choose which processing speed you need for your listing.

Can Real 3d Space shoot the outside of the home on a sunny day and come back in and shoot the inside of the home on a different day?2019-06-11T21:54:03+00:00

We are unable to split shoots (i.e. shoot inside then return for outside)  In order to deliver our product at such a great price, we must shoot the entire package at one time.

The procedure for rain / bad weather is to reschedule the appointment for the first available time slot. If the forecast calls for bad weather on the day of the shoot we leave our schedule as is until the time of the appointment. If rain or bad weather prevents us from starting / completing the shoot, we will then reschedule for the soonest available time.

Can I upload the photos Real 3d Space takes to MLS?2019-06-11T21:53:21+00:00

Yes, one of the links you receive will be the downloadable gallery. This is where you will find all the images we’ve created of your property, including the 360° images (for Facebook) and the drone video. This link is permanent and password protected.

Does Real 3d Space do different deals with agents after so many shoots?2020-01-10T19:42:17+00:00

Currently, the only discount program we have is Real 3d for Free.

First, you must be an actual client and have previously ordered at least one package.

Second, review us on Google: Go Now & like us on Facebook: Go Now

Third, have three new agents enter your name in the referred by section at the time of scheduling their first appointment.

Upon your second referral you will earn a 10% off coupon

Your third referral will earn a $195 credit towards your next package!

* You must be a client and the agent who you referred must be new clients

Can Real 3d Space do a specific drone shot?2019-06-11T21:50:14+00:00

Our photographers have been thoroughly trained and follow a specific shot list. This insures the consistency of our product. However, we can capture specific drone shots to highlight special features of a property per the agents request if the shots are within reason and safe to perform.

This will need to be requested in the special instructions box at the time of booking.

What happens if it rains/bad weather?2019-06-11T22:14:50+00:00

The procedure for rain / bad weather is to reschedule the appointment for the first available time slot. If the forecast calls for bad weather on the day of the shoot, we leave our schedule as is until the time of the appointment. If rain or bad weather prevents us from starting / completing the shoot, we will then reschedule for the soonest available time.

We are unable to split shoots (i.e. shoot inside then return for outside)  In order to deliver our product at such a great price, we must shoot the entire package at one time.

Is there a fee to reschedule?2019-06-11T21:48:35+00:00

There is no fee for rescheduling an appointment unless the appointment is rescheduled after the shoots start time (i.e. the photographer has arrived at the shoot and then shoot gets cancelled) In this event, the agent will incur a $50 reschedule fee

Do unfinished basements count towards the square footage of the home?2019-06-11T21:47:28+00:00

Any part of the home that is scanned for Immersive 3d will count towards your package square footage.

However, we can capture photos only of unfinished space or areas that you do not wish to be in the Immersive 3d at no additional cost. (i.e. unfinished basements, garage, attic space)

Simply enter these request in the special instructions box at time of booking.

How long will the photographer take to do the shoot?2019-06-11T21:46:53+00:00

Provided that the home / home owners are prepared when the shoot is to begin, each package shouldn’t take any longer than:

The Great 0 – 2500 sq ft – 2 hrs

The Grand 2500 – 5000 sq ft – 3 hrs

The Gigantic 5000 – 7500 sq ft – 4 hrs

Can I pick or change the music?2019-06-11T22:13:40+00:00

At this time, we do not have the option to choose music. However, this is something that we hope to add in the future.

You can make general suggestions in the special instructions box about the music selection if you choose. We will do what we can to best accommodate you.

In the event you want the music in your video changed after its been delivered, you will be charged a $25 re-edit fee to do so.

Does Real 3d Space provide virtual staging?2019-06-11T21:46:20+00:00

No, we try to keep our price low but if we have enough real estate agents looking to do virtual staging, then we will provide this as an option in the future. Please let your manager know if you’re interested in virtual staging.

Do I need to be at the property for the photoshoot?2019-06-11T22:24:14+00:00

No. As long as we have entry instructions and the property is prepared, we can handle the rest!

Do I get a discount if I refer someone to you?2019-06-11T21:45:49+00:00

Yes, we have a referral program called Real 3d for Free!

First, you must be an actual client and have previously ordered at least one package.

Second, review us on Google: https://search.google.com/local/writereview?placeid=ChIJbVLGVV1jZIgRnN2HzL5Bjxg

Third, have three new agents enter your name in the referred by section at the time of scheduling their first appointment.

You will earn $195 credit towards your next package!

* You must be a client and the agent who you referred must be new clients

How come I haven’t received my floor plan within 72 hours?2019-06-11T21:44:18+00:00

Before we can process the order for your floor plans, we must first receive and process the Immersive 3d portion of your package. That can take-up to  24 – 36 hours from the time of shoot. The time it takes for floor plans to process is determined by demand and out of our control. Our procedure is to deliver the floor plans as soon as become available to us.

Can you photoshop this ____ out?2019-06-11T21:43:49+00:00

No, we currently do not offer any post editing or advanced retouching. For best results, follow the steps on the property preparation checklist and have the property prepared before the time of shoot.

Do you have a prep sheet for homeowners to prepare the home for the photoshoot?2019-06-10T19:55:49+00:00

Yes, you can download the property preparation checklist here:

https://real3dspace.com/wp-content/uploads/2019/06/Real-3D-Checklist.pdf

You can also copy this link and send it by email.

If I put my payment info into the app/website will it save it so I don’t have to do it again?2019-06-13T21:39:21+00:00

Yes, you will need to register when the systems asks during the booking / payment process. Once registered you can login to book any future appointment. Just hit Log in next to Returning on the top right of the booking page.

* This is different than the Agent Profile Submission

Does Real 3d Space have a twilight package?2019-06-11T21:42:46+00:00

No, our goal is to provide the most information available about the property to an online consumer. Twilight pictures look cool, but will not sell the house quicker. Immersive 3d gives the consumer the most information possible when looking for a property online.

Does Real 3d Space do commercial properties?2019-06-11T21:40:25+00:00

Yes, we can shoot commercial properties and really anything with four walls and a ceiling. Our pricing starts at $195 up to 2500 sq feet and from there we add $100 for every 2500 additional square feet.

0-2,500 sq feet = $195

2,501-5,000 sq feet = $295

5,001-7,500 sq feet = $395

7,501-10,000 sq feet = $495

10,001-12,000 sq feet = $595

Please call anything 615.243.2891 for anything over 12,000 square feet.

Does Real 3d Space shoot condos or apartment complexes?2019-06-11T21:39:58+00:00

Yes, we can shoot condos, apartments and really anything with four walls and a ceiling. Our pricing starts at $195 up to 2500 sq feet and from there we add $100 for every 2500 additional square feet.

0-2,500 sq feet = $195

2,501-5,000 sq feet = $295

5,001-7,500 sq feet = $395

7,501-10,000 sq feet = $495

10,001-12,000 sq feet = $595

Please call anything 615.243.2891 for anything over 12,000 square feet.

What is the best time of day to schedule a photoshoot?2019-06-14T23:27:20+00:00

There are many things to factor when choosing “the best time” to schedule your photoshoot: available light, direction of light, time of year, angle of the property, obstructions, and so on. Truthfully, the best days for better exposed photos are cloudy overcast days that provide even soft light. But, we all want a beautiful blue sky to add that wonderful color to our pictures.

In that case, the best time would be when there is direct light on the front side of the property (yes, this does mean the back will be in shadow)

To figure out what time this would happen with your property, you can visit suncalc.org or use apps like LightTrac or Lumos to determine the best time of day for your shoot.

What is Matterport Hosting?2020-01-10T20:03:36+00:00

Matterport Hosting is the hosting of the 3d Virtual Tour.

With every Game Changer package you will receive links to a branded and unbranded Matterport Virtual Tour, as well as, your 3d virtual tour as the header of your property website.

These links will stay live for a minimum of 90 days from the time of delivery. At this point, the links will expire.

If for any reason this timeframe needs to be extended, we offer an additional 90 Days for $95.

Follow this link to extend your property’s Virtual Tour by 90 Days for $95: Click Here

We understand that commercial or rental property owners may desire a longer hosting period for their Virtual Tours, therefore, we also offer a 1-Year hosting package. For $195 up front, you can receive one full year of Matterport hosting, which essentially means you pay for 6 months and receive the next 6 months for FREE.

Follow this link to extend your property’s Virtual Tour by One Year for $195: Click Here

Another exciting service we offer is to connect your property’s Matterport Virtual Tour with Google Street View. This would allow any Google Street View user to seamlessly move from the exterior street view of your property into the interior Matterport Virtual Tour. This is a $25 add-on and works for the duration of your Matterport hosting.

Follow this link to add you property’s Virtual Tour to Google Street View for $25: Click Here

 

Can I transfer a Game Changer package to or from another agent?2020-01-10T20:07:42+00:00

Due to our packages being an all-inclusive marketing product for agents, we do not license previous package media to other agents.

All the content we create is branded to the agent and becomes part of their Real 3d Space Portfolio, which remains live indefinitely for future marketing (i.e. Property Website, Drone video, Listing Presentation, etc.)

However, we do understand agents may wish to transfer their Game Changer package to another agent when necessary. In this case, we would need confirmation from the original agent giving us permission to transfer their content out of their portfolio.

There is a $95 transfer fee typically paid by the new agent. This cost covers the transfer of branding to the new agent and restarts the 90 day 3d hosting. If the transfer takes place after the 3d hosting has expired (after 90 days of the original package delivery), the standard Matterport Hosting Extension fee ($95) would also apply.

Can I get the photos back sooner?2019-12-17T01:24:10+00:00

No, in order to keeps cost as low as possible to you, we have developed our own unique editing methods that require everything to be done at one time.

Can we get a refund after we have already booked?2019-06-23T07:09:21+00:00

Yes, for any reason you may need to cancel your appointment before the shoot time you may do so and we will issue a refund.

FAQ

When can I expect to get my package delivered to me?2019-06-11T21:54:45+00:00

Delivery is guaranteed within 72 hours of the completed shoot or your package is FREE. Most standard jobs are delivered between 48-60 hours after the shoot was completed.

Our editing team processes jobs in the order they are shot. If you want to jump to the front of the line, we offer a guaranteed 24 hour RUSH that can be added at booking.

We have two times that we can guarantee: 24 hours or 72 hours—You get to choose which processing speed you need for your listing.

Can Real 3d Space shoot the outside of the home on a sunny day and come back in and shoot the inside of the home on a different day?2019-06-11T21:54:03+00:00

We are unable to split shoots (i.e. shoot inside then return for outside)  In order to deliver our product at such a great price, we must shoot the entire package at one time.

The procedure for rain / bad weather is to reschedule the appointment for the first available time slot. If the forecast calls for bad weather on the day of the shoot we leave our schedule as is until the time of the appointment. If rain or bad weather prevents us from starting / completing the shoot, we will then reschedule for the soonest available time.

Can I upload the photos Real 3d Space takes to MLS?2019-06-11T21:53:21+00:00

Yes, one of the links you receive will be the downloadable gallery. This is where you will find all the images we’ve created of your property, including the 360° images (for Facebook) and the drone video. This link is permanent and password protected.

Does Real 3d Space do different deals with agents after so many shoots?2020-01-10T19:42:17+00:00

Currently, the only discount program we have is Real 3d for Free.

First, you must be an actual client and have previously ordered at least one package.

Second, review us on Google: Go Now & like us on Facebook: Go Now

Third, have three new agents enter your name in the referred by section at the time of scheduling their first appointment.

Upon your second referral you will earn a 10% off coupon

Your third referral will earn a $195 credit towards your next package!

* You must be a client and the agent who you referred must be new clients

Can Real 3d Space do a specific drone shot?2019-06-11T21:50:14+00:00

Our photographers have been thoroughly trained and follow a specific shot list. This insures the consistency of our product. However, we can capture specific drone shots to highlight special features of a property per the agents request if the shots are within reason and safe to perform.

This will need to be requested in the special instructions box at the time of booking.

What happens if it rains/bad weather?2019-06-11T22:14:50+00:00

The procedure for rain / bad weather is to reschedule the appointment for the first available time slot. If the forecast calls for bad weather on the day of the shoot, we leave our schedule as is until the time of the appointment. If rain or bad weather prevents us from starting / completing the shoot, we will then reschedule for the soonest available time.

We are unable to split shoots (i.e. shoot inside then return for outside)  In order to deliver our product at such a great price, we must shoot the entire package at one time.

Is there a fee to reschedule?2019-06-11T21:48:35+00:00

There is no fee for rescheduling an appointment unless the appointment is rescheduled after the shoots start time (i.e. the photographer has arrived at the shoot and then shoot gets cancelled) In this event, the agent will incur a $50 reschedule fee

Do unfinished basements count towards the square footage of the home?2019-06-11T21:47:28+00:00

Any part of the home that is scanned for Immersive 3d will count towards your package square footage.

However, we can capture photos only of unfinished space or areas that you do not wish to be in the Immersive 3d at no additional cost. (i.e. unfinished basements, garage, attic space)

Simply enter these request in the special instructions box at time of booking.

How long will the photographer take to do the shoot?2019-06-11T21:46:53+00:00

Provided that the home / home owners are prepared when the shoot is to begin, each package shouldn’t take any longer than:

The Great 0 – 2500 sq ft – 2 hrs

The Grand 2500 – 5000 sq ft – 3 hrs

The Gigantic 5000 – 7500 sq ft – 4 hrs

Can I pick or change the music?2019-06-11T22:13:40+00:00

At this time, we do not have the option to choose music. However, this is something that we hope to add in the future.

You can make general suggestions in the special instructions box about the music selection if you choose. We will do what we can to best accommodate you.

In the event you want the music in your video changed after its been delivered, you will be charged a $25 re-edit fee to do so.

Does Real 3d Space provide virtual staging?2019-06-11T21:46:20+00:00

No, we try to keep our price low but if we have enough real estate agents looking to do virtual staging, then we will provide this as an option in the future. Please let your manager know if you’re interested in virtual staging.

Do I need to be at the property for the photoshoot?2019-06-11T22:24:14+00:00

No. As long as we have entry instructions and the property is prepared, we can handle the rest!

Do I get a discount if I refer someone to you?2019-06-11T21:45:49+00:00

Yes, we have a referral program called Real 3d for Free!

First, you must be an actual client and have previously ordered at least one package.

Second, review us on Google: https://search.google.com/local/writereview?placeid=ChIJbVLGVV1jZIgRnN2HzL5Bjxg

Third, have three new agents enter your name in the referred by section at the time of scheduling their first appointment.

You will earn $195 credit towards your next package!

* You must be a client and the agent who you referred must be new clients

How come I haven’t received my floor plan within 72 hours?2019-06-11T21:44:18+00:00

Before we can process the order for your floor plans, we must first receive and process the Immersive 3d portion of your package. That can take-up to  24 – 36 hours from the time of shoot. The time it takes for floor plans to process is determined by demand and out of our control. Our procedure is to deliver the floor plans as soon as become available to us.

Can you photoshop this ____ out?2019-06-11T21:43:49+00:00

No, we currently do not offer any post editing or advanced retouching. For best results, follow the steps on the property preparation checklist and have the property prepared before the time of shoot.

Do you have a prep sheet for homeowners to prepare the home for the photoshoot?2019-06-10T19:55:49+00:00

Yes, you can download the property preparation checklist here:

https://real3dspace.com/wp-content/uploads/2019/06/Real-3D-Checklist.pdf

You can also copy this link and send it by email.

If I put my payment info into the app/website will it save it so I don’t have to do it again?2019-06-13T21:39:21+00:00

Yes, you will need to register when the systems asks during the booking / payment process. Once registered you can login to book any future appointment. Just hit Log in next to Returning on the top right of the booking page.

* This is different than the Agent Profile Submission

Does Real 3d Space have a twilight package?2019-06-11T21:42:46+00:00

No, our goal is to provide the most information available about the property to an online consumer. Twilight pictures look cool, but will not sell the house quicker. Immersive 3d gives the consumer the most information possible when looking for a property online.

Does Real 3d Space do commercial properties?2019-06-11T21:40:25+00:00

Yes, we can shoot commercial properties and really anything with four walls and a ceiling. Our pricing starts at $195 up to 2500 sq feet and from there we add $100 for every 2500 additional square feet.

0-2,500 sq feet = $195

2,501-5,000 sq feet = $295

5,001-7,500 sq feet = $395

7,501-10,000 sq feet = $495

10,001-12,000 sq feet = $595

Please call anything 615.243.2891 for anything over 12,000 square feet.

Does Real 3d Space shoot condos or apartment complexes?2019-06-11T21:39:58+00:00

Yes, we can shoot condos, apartments and really anything with four walls and a ceiling. Our pricing starts at $195 up to 2500 sq feet and from there we add $100 for every 2500 additional square feet.

0-2,500 sq feet = $195

2,501-5,000 sq feet = $295

5,001-7,500 sq feet = $395

7,501-10,000 sq feet = $495

10,001-12,000 sq feet = $595

Please call anything 615.243.2891 for anything over 12,000 square feet.

What is the best time of day to schedule a photoshoot?2019-06-14T23:27:20+00:00

There are many things to factor when choosing “the best time” to schedule your photoshoot: available light, direction of light, time of year, angle of the property, obstructions, and so on. Truthfully, the best days for better exposed photos are cloudy overcast days that provide even soft light. But, we all want a beautiful blue sky to add that wonderful color to our pictures.

In that case, the best time would be when there is direct light on the front side of the property (yes, this does mean the back will be in shadow)

To figure out what time this would happen with your property, you can visit suncalc.org or use apps like LightTrac or Lumos to determine the best time of day for your shoot.

What is Matterport Hosting?2020-01-10T20:03:36+00:00

Matterport Hosting is the hosting of the 3d Virtual Tour.

With every Game Changer package you will receive links to a branded and unbranded Matterport Virtual Tour, as well as, your 3d virtual tour as the header of your property website.

These links will stay live for a minimum of 90 days from the time of delivery. At this point, the links will expire.

If for any reason this timeframe needs to be extended, we offer an additional 90 Days for $95.

Follow this link to extend your property’s Virtual Tour by 90 Days for $95: Click Here

We understand that commercial or rental property owners may desire a longer hosting period for their Virtual Tours, therefore, we also offer a 1-Year hosting package. For $195 up front, you can receive one full year of Matterport hosting, which essentially means you pay for 6 months and receive the next 6 months for FREE.

Follow this link to extend your property’s Virtual Tour by One Year for $195: Click Here

Another exciting service we offer is to connect your property’s Matterport Virtual Tour with Google Street View. This would allow any Google Street View user to seamlessly move from the exterior street view of your property into the interior Matterport Virtual Tour. This is a $25 add-on and works for the duration of your Matterport hosting.

Follow this link to add you property’s Virtual Tour to Google Street View for $25: Click Here

 

Can I transfer a Game Changer package to or from another agent?2020-01-10T20:07:42+00:00

Due to our packages being an all-inclusive marketing product for agents, we do not license previous package media to other agents.

All the content we create is branded to the agent and becomes part of their Real 3d Space Portfolio, which remains live indefinitely for future marketing (i.e. Property Website, Drone video, Listing Presentation, etc.)

However, we do understand agents may wish to transfer their Game Changer package to another agent when necessary. In this case, we would need confirmation from the original agent giving us permission to transfer their content out of their portfolio.

There is a $95 transfer fee typically paid by the new agent. This cost covers the transfer of branding to the new agent and restarts the 90 day 3d hosting. If the transfer takes place after the 3d hosting has expired (after 90 days of the original package delivery), the standard Matterport Hosting Extension fee ($95) would also apply.

Can I get the photos back sooner?2019-12-17T01:24:10+00:00

No, in order to keeps cost as low as possible to you, we have developed our own unique editing methods that require everything to be done at one time.

Can we get a refund after we have already booked?2019-06-23T07:09:21+00:00

Yes, for any reason you may need to cancel your appointment before the shoot time you may do so and we will issue a refund.

Earn a $195 credit with the Real 3d for FREE referral program

More Info

We would love to help you! If you cannot find the answer to your question in the FAQ’s above or if you have an issue regarding your marketing package after delivery (property website, drone video, property images, floor plans, print ready flyer, etc), please fill out a support ticket below. When filling out the request form, please do your best to fill out all of the fields and provide a detailed description of the problem. This will help to ensure a speedy solution!

Submit Support Ticket

Name *

Email *

Need help with *

Subject *Please include property address if applicable

Description *Please enter the details of your request. A member of our support staff will respond as soon as possible.