Frequently Asked Questions (FAQ)
Here are the most common questions we have regarding our services and the delivery of your media files. If your specific question or questions regarding a specific booking/photoshoot are not answered here, feel free to reach out to us at info@vrxmedia.com or our customer service line (Mon-Fri, 9 am-9 pm CST) at 1-866-247-1934.
You may already know we offer a great add-on for virtual twilight (in 2x and 4x) where we use our photo editing skills to make the photo look just like it was shot at sundown…but, if you wanted to order a standard Essential or TenX Package and then get a real twilight shoot with it for later in the day. This is the process:
Step 1 – Order your normal photoshoot
Step 2 – Login after your standard order at pics.vrxmedia.com/dashbaord
Step 3 – Click on the address of your new order, then click Order Additional Prodcuts
Pricing can be easily viewed for your area by going to our order form and typing in an address and sqft you are looking to book. Or you can go to the LMS page at ShowingTimePlus.com and see pricing and availability for your area.
VRX Media will host Matterport 3D tour scans for 6 months from the date of the scan. After 6 months the scan will be inactive (not viewable), at that point, you can request to have the scan transferred to your own Matterport account. For more info on creating a Matterport account watch this video or click here to get started with making an account on Matterport’s website. To have us transfer a Matterport space to you, just email us at info@vrxmedia.com your Matterport account email and the property address(es)/name of the 3D tour scan models you would like transferred to your Matterport account and we will do it right away.
You can also request on the online booking form when scheduling your photoshoot with a Matterport 3D tour that we transfer the 3D tour (Essential, TenX, and Ultimate Packages) space to your Matterport account ASAP. If you want us to transfer the space to your account the day we deliver your files, just enter your Matterport account email address in the Additional Information box when booking and let us know!
Next day (M-Sat) by 5pm central time NOT 24hrs. Friday photos/3D tours are delivered Saturday. Any specialty products including videos may take up to 2-business days. The staging department (vrxstaging.com) does not work on Saturdays so Friday orders will be delivered Monday there.
The circles serve to show the user where they can and cannot go in the model. Use a computer mouse, keyboard arrows, or just tap/touch on a smartphone or tablet (which is the BEST way to use a Matterport 3D tour, 82%+ of all real estate research is done by buyers on their smartphone by the way, so be sure to see how a Matterport looks and works on a smartphone!) to navigate from circle to circle to explore the space.
This blur spot is where the Matterport camera was placed to capture 3D data. It is blurred so that the camera tripod is not visible in the tour.
There are 2 ways that you can easily cancel or reschedule a photoshoot booking.
- From the email confirmation you receive after booking you will find a link to easily cancel or reschedule.
- You can call or email support at Phone: 833-918-0066 Email: support@showingtimeplus.com
You download them from either your completed email that we send when your files are ready or from logging in to your account at pics.vrxmedia.com/dashboard (if you forgot your password, click the forgot password link and reset it there). Remember, your files are delivered the next business day before 5 pm CST and if they are not showing up in your account yet, just wait a little bit. 🙂 If you are trying to download older files from before October 2020, please go to this page.
Here is a quick video on how to download your files and extract the zip (this is for Windows, but the process is somewhat similar for Mac users as well):
Yes, sometimes you will. Every effort will be taken by the photographer to position the camera array so that it is not visible in the final showcase rendering. That being said- small spaces with a mirror or an area with a lot of mirrors- it may be unavoidable in order to capture all the data for the tour. You may see shadows of the camera on floors and wall too.
We currently do not have travel fees because our photographers will typically travel out to a 60 mile radius from the center of the city/metro area. You can see full locations, availability, coverage, and pricing for each market here.
Always check with your media technician to see if it is possible to rush a job. Leaving notes in the appointment will NOT guarantee early delivery. When rushed, most jobs would be ready for delivery to the client by 10 pm central that same day. There is a $75 rush fee associated with same-day delivery and you would need to call our main line at 1-866-247-1934 to verify that the $75 fee has been added and our editing team is aware of your request.
Appointments that need files before 6 pm the night of the appointment have to be shot before 11 am central.
It is not currently possible to edit panorama imagery in Matterport 3D Tours. We suggest removing or hiding items that you do not want visible in the 3D tour before the photographer arrives. (I.e. family photographs, a child’s name on a door, message boards with confidential phone numbers on it) It is possible to hide scans in post, but hiding scans may impact the walkability and 3D tour user experience.
Yes, we have now made our Enhanced Editing add-on now free and automatically part of every package that has photography. This means we will automatically do our premium photo touchups to enhance colors, contrast, and more so that photo pops online and on smartphones. We also now auto-include “blue sky” enhancement, even on interior window photos! The fires in the fireplace and TV images on black TV screens is now an extra add-on you will see when checking out. We decided to not include that in our free automatic enhanced editing because we had many requests to leave the fireplace and blank TV screens alone, but you can now add that service if needed when booking.
Professional black-and-white floor plans are ready within two business days. Each individual floor in the floor plan is delivered as a separate JPEG and PDF file and also one combined as one file if possible. Please note- rooms on the property that are not scanned will NOT be included on the floor plan. Specify in the appointment notes if you would like a garage and/or basement scanned for the floor plan. Here is an example of the schematic floor plan:
Measurements on schematic floor plans are generally accurate to 2% of reality – that being said, we cannot guarantee this tolerance for all measurements and scanned environments.
-How is the size of the property calculated?
Schematic Floor Plans includes the estimated size of the property based on the floor area of the scanned areas. The size is based on the Gross Internal Area (GIA) which is calculated from the inside perimeter of the property and includes all internal areas excluding voids or areas below 1.5m head-height. Areas not included in the calculation (GIA): ● Balconies and terraces ● Garages ● Conservatories ● Verandas ● Gardens ● Greenhouses ● Patios ● Areas of restricted head height (below 5 ft or 1.5 m)
-360º views and Schematic Floor Plans
Matterport can only include measurements for areas that have been scanned in 3D Scan mode. Areas that have been captured in 360º View mode will not appear in the floor plan, and will not be included in the Gross Internal Area of Schematic Floor Plans
Every once and awhile we come across properties that require more than one Matterport 3D scan. For example, a large space (usually over 15,000-20,000 sqft), or a duplex where you have to access the upper or lower floors from a door outside, or a pool house or guest house that is detached, etc, would require multiple Matterport 3D tours. When this happens, we do charge an additional $20 if per additional scan, then if the 2nd space is larger, we may charge a full Essential package price if deemed necessary. This would also be true for schematic floor plans. If you were looking for a schematic floor plan for a detached space from the main building/home, you would have to pay for a second schematic and a second Matterport 3D tour.
Let your Media Technician know what you would like done. They will then relay your instructions to us and upon photo delivery, we will contact you with a quote of your requested services. If you have a request after the photo files have been delivered, contact us at info@vrxmedia.com with detailed info including photo title #’s and items you would want to be removed and we will let you know if it is possible and what the costs will be.
Please checkout our Pre-Shoot Checklist HERE. Give this to your seller or tenant as well so they can make sure the space is ready to go when we arrive!