Log into the Focal Hub – the quickest way to manage orders and get the support you need.

Simply use our self-service option via the FocalAgent hub. If you’re integrated with us then please place your order via your internal system. We’re always on hand via live chat if you need help, available at the bottom of this page.

You’ll receive a confirmation email from us. You can also check the ‘Current Orders’ tab on the FocalAgent hub.

Via the ‘Current Orders’ tab on the FocalAgent hub. Updates will also be sent to you as the order progresses, you’ll be prompted when actions are required by you.

To cancel an order please contact the FocalAgent team via live chat, available at the bottom of this page.

The photographer will contact the keyholder within 12 hours of the order being placed.

Your order will automatically be allocated to the closest photographer with the best availability and capability of completing the order as quickly as possible. However, if you’d like to request a specific photographer please contact us via live chat, available at the bottom of this page.

Your sample photos will be returned within 9 hours after the appointment. Your final photos will be returned with 9 hours after they’ve been selected.

Amendments can be made using the floor plan editor accessed via the property page on the FocalAgent hub.

Please watch our tutorial video or review our how to guide.

Click the ‘forgot password’ link on the login page and we will send you an email to reset your password.

Simply use our self-service option via the FocalAgent hub. If you’re integrated with us then please place your order via your internal system. We’re always on hand via live chat if you need help, available at the bottom of this page.

You’ll receive a confirmation email from us. You can also check the ‘Current Orders’ tab on the FocalAgent hub.

Via the ‘Current Orders’ tab on the FocalAgent hub. Updates will also be sent to you as the order progresses, you’ll be prompted when actions are required by you.

The average turnaround time of an order from start to finish is 4 working days, however this depends on the availability of the keyholder when booking an appointment in.

You’re ready to launch to market. Start preparing the property particulars in advance so you’re ready to launch as soon as you receive your final assets.

To cancel an order please contact the FocalAgent team via live chat, available at the bottom of this page.

All assets can be downloaded at any time from the FocalAgent Hub.

The photographer will contact the keyholder within 12 hours of the order being placed.

This is dependent on the size of the property. A three-bed house will take around one hour.

It’s the responsibility of the homeowner to prepare the property – please refer your client to our home staging guide. On the day of the appointment the photographer may make some useful suggestions on areas or items that require some further attention, photographers are not responsible for cleaning, tidying, or moving anything in the property.

Yes, our photographer will proceed with the appointment, but they will notify us and a revisit (which may be chargeable) might be necessary.

Please let us know as soon as possible to cancel the appointment with the photographer. Appointments cancelled within 24 hours of the scheduled visit may still be charged.

It is your responsibility to ensure that all personally identifiable items are removed from sight prior to our visit to avoid it being displayed in our visual content (e.g. household bills & family photos). However, we will use our post-production process to blur out images and other confidential information where required.

Your order will automatically be allocated to the closest photographer with the best availability and capability of completing the order as quickly as possible. However, if you’d like to request a specific photographer please contact us via live chat, available at the bottom of this page.

Your sample photos will be returned within 9 hours after the appointment. Your final photos will be returned with 9 hours after they’ve been selected.

You’ll receive an email when the photos are complete. If you’re integrated with us, your photos will automatically be sent back to your internal system. You can also download from the FocalAgent Hub.

To order additional photos, you can access the sample images and select the photos you’d like us to enhance. This will incur an additional cost.

As standard, we will blur faces, car number plates, door numbers/property names, documents, business cards, heraldry/family trees and sculptures or artwork showing personal information.

As part of the enhancement process, we will:

• Change a grey sky to a blue one – makes the image more inviting and uplifting
• Make grass greener through colour correction
• Reduce shadows to highlight the property’s best features
• Improve contrast and colour saturation so that a dull photo looks more inviting
• Crop & straighten images, so they look professional

As part of the process, to stay in line with regulations, we will not remove things that cannot be moved (e.g. an electricity pylon). We will not remove large items or objects such as cars, skips or any other items in front or behind the property.

If you’d like your client to select their own photos then please forward them the ‘vendor link’ from the FocalAgent Hub.

Amendments can be made using the floor plan editor accessed via the property page on the FocalAgent hub.

Please watch our tutorial video or review our how to guide.

You’ll receive an email when the floor plan is complete. If you’re integrated with us, your floor plan will automatically be sent back to your internal system. You can also download from the FocalAgent hub.

The Matterport will start either externally, in the hallway or in the largest reception room.

As standard, we will blur faces, car number plates, door numbers/property names, documents, business cards, heraldry/family trees and sculptures or artwork showing personal information.

No, this is not possible on scans of 3D spaces in Matterport.

All rooms have multiple hotspots (we need to be able to see each room clearly) except small box rooms/ small bathrooms that can have 1 hotspot.

If a 3D capture is not possible in a room or space then a 360 panorama will be taken. Externals will have a 360 panorama as standard.

Through our testing we have found on average a 3 bed property takes 30 minutes to complete, although some photographers may be quicker.

Yes – we ask our photographers to use common sense to try and stay out of the way. However, on the occasion, it may be unavoidable. If the photographer can’t avoid the camera in the shot without compromising the tour path, then the reflection will pass QA.

Deactivate the Matterport on the FocalAgent hub to avoid any unnecessary hosting charges.