Got a Question?

We’ve got an answer! Read through our FAQ to find what you need, or call our friendly Customer Service team at 888-552-3851 for help.

Note: Please also see our video tutorials for step-by-step instructions on customizing your Agent Portal, downloading your HouseLens content, and sharing content on social media.

Downloading, Uploading, and Sharing HouseLens Video, 3D, and Photos

Q: How do I share my HouseLens video/3D/photos on my listing portal or local MLS?

A: HouseLens has integrations with Realtor.com and MRIS that allow you to upload your videos easily. Simply log into your HouseLens Agent Portal, enter your listing’s MLS number in the appropriate box, and click the share button to push your video out to those portals. Note: you must be a Showcase Enhanced Listing agent to upload video to Realtor.com.

For all other content and portals, you will either need to share your content via the 3D or property webpage link, or you will need to download your content to your computer and then upload it to your MLS or portal. (For more information on how to do this, see the information about downloading and uploading, below.)

Q: How do I download my HouseLens content?

A: When you log into the Agent Portal, your home screen displays all the shoots we’ve completed for you. To download video or photos, click the appropriate shoot. On the next page, find the Downloads section at top right. Then just click Download next to the appropriate content and follow the instructions that appear on your screen.

3D models cannot be downloaded directly, but the embed code works similarly to a downloaded file. Just copy it from your Agent Portal and paste it where you want to use it.

Q: Can I share my HouseLens video/3D/photos on social media?

A: Absolutely! You can do this one of three ways:

  • Copy and paste the link from your branded property page into your status update. This will keep all your content together, so buyers can view it one place.
  • Copy and paste the link or embed code from your 3D model into your status update.
  • Download the content to your computer, then upload it to the network of your choice. Popular social networks that can accept uploaded video and/or photos include YouTube, Vimeo, Facebook, Twitter, Instagram, Pinterest, LinkedIn, Tumblr, and most blog sites.

Q: Can I share my HouseLens content on my own website?

A: Sure! If you want to share your video or photos, just download them to your computer and then upload them to your website. If you want to share your 3D model, use the embed code from your Agent Portal. You may need some help from your website administrator to do this.

Technical Issues and Specifications

Q. What is the difference between a full-motion walk-through video tour and a 3D model?

A video tour is like a guided tour of the home. Once buyers click play, the video takes them through the home without requiring input. A 3D model is like a self-guided tour: buyers must manipulate the 3D software to move through the home. 3D models also include a floorplan and “dollhouse” view so buyers can see the entire property at a glance.

Q: Are there different steps for viewing my photos on a PC or a Mac?

A: No. Regardless of whether you are on a PC or Mac, the steps to view your photos are the same. On your Agent Portal home screen, click the listing address. Then just scroll down to the Images section to view your photos.

Q: What are the resolutions for video and photos?

A: Resolutions vary by file type.
SD video is 854 x 480
HD video is 1280 x 720
Web-resolution photos are 1152 x 768
Hi-resolution photos are 2258 x 1505

Q: I ordered high-resolution photos. Why are my files smaller than I expected?

A: Resolution and file size are not the same thing. Resolution simply refers to the number of pixels in an image. File size is a combination of resolution and the amount of data stored with the image.

All HouseLens high-res photos contain at least 2258 x 1505 pixels, which is the industry standard for high resolution. The amount of data, however, varies by photo. Photos of simple, neutral-colored rooms with uniform lighting have less data. Photos of rooms with lots of furniture, bright or contrasting colors, and uneven lighting have more data.

In addition, we compress photos and convert them to JPEG format before delivery. This reduces the file size so you can more easily download and upload your photos, but it does not hurt resolution or overall image quality.

Q: Why won't my video play on my property webpage?

A: HouseLens makes every effort to ensure that your webpage will work on a variety of devices and browsers. However, some older devices and browsers are not compatible with current methods for playing Internet video. Please see below for a list of compatible and non-compatible browsers and operating systems. If you are using a non-compatible browser or operating system, switching to a compatible one should take care of the problem. If it doesn’t, please call Customer Service at 888-552-3851.

Non-Compatible

Windows XP operating system (discontinued and no longer supported by Microsoft)
Internet Explorer, versions 8 and earlier (discontinued and no longer supported by Microsoft)
Firefox for Mac

Compatible

Windows Vista and later operating systems
Mac OS
Google Chrome
Safari
Internet Explorer, versions 9 and later
Firefox for Windows

Q: Why is my video stopping and starting?

A: Your Internet connection may be slow or unstable. We recommend testing your Internet speed and connectivity at speedtest.org. If you have verified that your Internet connection is fast and stable but are still having problems, please call Customer Service at 888-552-3851.

Q: Why is my video blurry, choppy, etc.?

A: You may be watching it in SD (standard definition), not HD (high definition). Our website, Agent Portal, and branded/unbranded webpages use responsive design, which means they automatically play your video at the resolution that is most appropriate for your Internet connection. For most people, this means the video automatically plays in SD. If you would like to watch your video in HD, simply click the HD button at the bottom right of your video player.

Q: My 3D model is of a multi-floor home, but I can only see one floor when I view the model. Where are the other floors?

A: Matterport has flexibility that allows you to view the property’s individual floors one at a time or all together. Just use the stacking controls at the bottom right of your screen to change your view, or click on the floors and drag-and-drop them to separate.

Q: Why can’t I/why can’t buyers view my 3D model?

A: HouseLens 3D models are powered by Matterport, which is not compatible with some older devices, operating systems, and Internet browsers. Matterport recommends viewing its 3D models over a high-speed Internet connection, on a device that is less than three years old. In addition, the device should meet the following requirements:

Computer Operating System
PC: Vista or newer
Mac: iOS 10.7 or newer
Tablet/Phone Operating System
Apple: iOS 8.1.3 or newer
Android: Android 5.0 or newer, with full WebGL support in both device and browser
Browser (latest version only)
Chrome
Firefox (this is Matterport’s preferred browser)
Internet Explorer (if running on Windows 8 or later; IE versions 6-10 are NOT supported)
Safari (if running on Apple iOS 10.8 or later)
Opera

Q: Why is the Payment link disabled on my computer?

A: This usually happens when your Internet browser has a security setting that prevents the clicking of unknown links. Please call Customer Service at 888-552-3851, and we will be happy to take your payment over the phone or provide you with an alternate link.

Customizing Your Property Webpage and Agent Portal

Q: How do I place my favorite listing photo at the top of the property webpage?

A: This is called choosing a hero image. From your Agent Portal home screen, click the listing you want to modify. On the next page, scroll down to the Images section. Find the photo you want, then click the green Make Hero button. The photo will now appear as the featured photo for your property webpage and as the thumbnail for your video.

Q: Where do I enter listing details such as the price or number of bedrooms?

A: From your Agent Portal home screen, click the listing you want to modify. Scroll down to the Property Information section in the middle of the next page (under the Media Only Page link) and enter the appropriate information in the labeled.

Q: Can I add a co-listing agent to a listing?

A: Yes, as long as the other agent has a HouseLens account. From your Agent Portal home screen, click the listing you want to modify. Scroll down to the middle right of the next page (under the Complete the Survey button). Type the co-lister’s name in the box labeled “Search for a co-lister,” then click Search. If the agent has a HouseLens account, their name should appear. If the other agent does not have a HouseLens account, please call Customer Service at 888-552-3851 for assistance.

Q: How do I change my profile picture or logo?

A: From anywhere in your Agent Portal, click the Your Account link at the top of the screen, then click Edit Profile. Find your profile picture and logo on the right. To change either one, click the Select Image button and choose the appropriate image file from your computer. The new image will automatically replace the old one. Note: for best results, we recommend using a square profile photo that is between 800 x 800 and 1200 x 1200 pixels in size.

Q: How do I change personal information like my phone number, email address, or office address?

A: From anywhere in your Agent Portal, click the Your Account link at the top of the screen, then click Edit Profile. Enter any changes in the appropriate box(es), then click the Save button.

Q: The listing address and/or MLS number has changed since my HouseLens shoot. What should I do?

A: Please call Customer Support immediately at 888-552-3851. We will update the information so that your links and account information remain active.

What to Expect From Your HouseLens Shoot

Q: Do I need to do anything special to get my listing ready for the shoot?

A: We recommend that you stage the home as you would for an open house or showing: pack away clutter, clean and tidy the home, and put away any pet paraphernalia. To avoid privacy concerns, we recommend that sellers also pack away any personal photos or other items that show family members’ names or images. Sellers, tradespeople (e.g., painters or plumbers), or other photographers/videographers should not be present during the shoot. For everyone’s safety, all pets must be secured. Please keep in mind that we charge a fee for cancelling and rescheduling, so check with your seller at least 24 hours prior to your appointment to verify that the property is ready.

Special instructions for 3D shoots: because of the way the Matterport software builds the 3D model, it is essential that nothing about the home be changed during the shoot because this can interfere with the 3D scanning process. For example, the camera may not scan or build the model properly if someone closes a door, moves a decorative item, or wanders into the frame. If your shoot includes a 3D model, please make absolutely certain that no people or pets will be in the home during the shoot.

Please see our Setup Tips for full instructions on preparing for your shoot.

Q: What if the listing isn't ready when the artist arrives?

A: Our artists have full schedules and must begin their shoots promptly upon arrival. Please verify that your listing is completely ready before your scheduled appointment time. If the artist arrives and is unable to begin the shoot promptly (e.g., due to lack of access, house not staged, people other than the agent on site, unsecured pets), there will be a fee equal to 50% of the shoot cost to reschedule or cancel.

Q: What happens if the weather is rainy or cloudy during my shoot?

A: It is your responsibility to monitor the weather forecast prior to your shoot and make any weather-related decisions regarding rescheduling or cancellation. If you believe the weather will interfere with your shoot, please call Customer Service at 888-552-3851 to reschedule. Note: you must cancel or reschedule your shoot at least 24 hours in advance to avoid a rescheduling/cancellation fee. Shoots cancelled or rescheduled less than 24 hours before the appointment time will incur a fee of $35. Shoots cancelled or rescheduled within 4 business hours of the appointment time will incur a fee equal to 50% of the shoot cost.

Q: What is your cancellation policy?

A: You may cancel or reschedule your shoot free of charge up to 24 hours before the appointment time. Shoots cancelled or rescheduled less than 24 hours before the appointment time will incur a fee of $35. Shoots cancelled or rescheduled within 4 business hours of the appointment time will incur a fee equal to 50% of the shoot cost.

Q: How long should I expect my appointment to last?

A: Please allow time based on the following guidelines:

  • Approximately 45 minutes per 1,000 sq. ft. for video and photos
  • Approximately 1 hour per 1,000 sq. ft. for 3D only
  • Approximately 1.5 hours per 1,000 sq. ft. for video, 3D, and photos

Q: What parts of each property do your artists film/scan/photograph?

A: Our artists capture the finished living areas inside the main residence. They also capture the front and back of the home, plus the yard and any exterior features (e.g., a pool) immediately surrounding the main residence. Video or photos for very large homes may not include small rooms such as half-baths. Add-ons are available for areas such as garages, unfinished spaces, acreage, outbuildings (e.g., barns), guest houses, or neighborhood amenities.

Note: Each 3D model includes one exterior scan of the front and back of the home. Due to technical limitations, these scans will be visible as part of a highlight reel but cannot be connected to the main model. Please see our Setup Tips for a full shot list.

Q: My seller doesn’t want to include the entire home in the 3D model. Can you skip all or part of certain rooms?

3D models are designed to represent the entire home. If a portion of the home is missing, buyers will not have an ideal experience with the model (e.g., they may encounter doors that lead nowhere). Because of the way the 3D models are built, we are not able to “shoot around” portions of rooms–we must exclude the room altogether. For these reasons, we recommend that you wait until the entire home is completely ready to schedule your 3D shoot. Another option is to book a video or photo shoot, which will allow us to “shoot around” unfinished portions of the home.

Q: The seller has made changes in one of the rooms. Can you reshoot it?

Yes, we can do a reshoot/re-edit for a fee. To avoid reshoot fees, we recommend that you make sure the entire home is camera-ready before we arrive. This includes staging, cleaning, and removing any items that might pose privacy concerns.

Q: When will I receive my finished video/3D/photos?

A: Our standard turnaround time is 24 hours for photos, 48 hours for video or 3D, and 72 hours for floor plans. Note: certain add-ons or special projects, such as twilight photography or agent bios, may require a longer turnaround.

Q: Will you edit my photos?

A: All HouseLens photo shoots include basic photo editing such as color correction, cropping, and alignment. Additional editing is available for $50 per hour, with a 2-hour minimum. Please note that we are unable to make significant alterations to the property or to permanent fixtures of the surrounding area (such as paint colors, cracks or stains, landscaping, or power lines), as this would violate industry standards for photo editing.

Q: I have some additional video/3D/photos of the property that I would like to use. Will you add them to my property webpage?

A: We will post up to 5 agent-submitted photos on your webpage. Submitted photos must have a resolution of at least 2258 x 1505 and will be watermarked “Submitted by Agent.” If your submitted photos were taken by a third party (e.g., a friend, relative, or non-HouseLens photographer), they must be accompanied by a written release giving HouseLens permission to post them on your behalf, without credit, for purposes of marketing your listing. We do not accept submitted video or 3D. Note: if you have hired someone other than HouseLens to shoot photos/video/3D of the home, we cannot complete your shoot while that person is on the property. Please make sure to schedule your shoots so they do not overlap.

Q: Why do you provide three different property webpages?

A: We provide an unbranded and a media-only property webpage to help you comply with MLS branding restrictions. We know your brand is important to the success of your business, so we also provide a branded page for use on social media and other places that allow it.

Q: How long do my property webpages remain active?

A: HouseLens provides 6 months of complimentary hosting for your property webpages. Additional hosting is available for a small fee. If you would like indefinite access to your HouseLens content, please download your photos and video and copy your 3D link and embed code to your computer’s hard drive. We cannot guarantee the availability of your content once your hosting period is complete. There will be a fee to retrieve any content once the hosting period is complete.

Q: Do I own my photos and video?

A: No. HouseLens is the owner and copyright holder of all photos and video created for your shoot. However, we do grant very generous usage terms. You are welcome to use your photos and video for an unlimited time, in any medium, to promote the listing or your real estate business.

Please see our Terms and Conditions for more information.

Q: I am re-listing a home that was originally marketed using HouseLens video/3D/photos. Can I reuse the content for the re-listing?

If you are the agent who originally hired HouseLens, you may reuse HouseLens content that is less than a year old. If the content is more than a year old, or you are not the agent who originally hired HouseLens, we ask that you contact us for a reshoot. Note: It is a violation of copyright to use HouseLens content without permission from HouseLens. Also, using such content without permission from the agent who originally purchased it may violate other regulations, such as those established by RESPA, NAR, your local or state Realtors association, or your local MLS.

Q: Will you make a slideshow from my photos?

A: Video and 3D offer a much more immersive experience that makes slideshows unnecessary. For this reason, we do not offer photo slideshows as a product.

Q: Do you offer drone photography/videography?

A: Yes, we do! And we check all the regulatory boxes to keep things safe, legal, and professional. For more information about our drone offerings, see our Drones Done Right product page. Note: due to liability issues, we are not able to accept submitted drone video/photography for inclusion on property webpages.