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How do I place an order?
Click here to watch a quick video of how to place a new order in a few clicks. You will need to login via the FocalAgent hub. If you’re integrated with us then please refer to internal support documentation on how to place an order. Thanks.
How do I know if my order has been received?
You’ll receive a confirmation email from us. You can also check the ‘Current Orders’ tab on the FocalAgent hub.
How do I check the progress of my order?
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.
How do I cancel an order?
Please click here to watch a very short video on how to cancel orders. You can do it yourself in 2 seconds although if an order already has a confirmed appointment date and time on the system, you will need to speak to the support team on live chat at the bottom of this page. Hope that helps.
When will the photographer contact the keyholder to arrange an appointment?
The photographer will usually contact the keyholder on the same day of the order being placed although it can sometimes be the following day.
Can I request a specific photographer?
Your order will automatically be allocated to the closest photographer with the best availability and capability of completing the order as quickly as possible. If you’d like to request a specific photographer, you can also do this by selecting their name from the dropdown on Step 4 of the order process. For more information, please click here to watch a short video showing you how to do this.
Please note: a specific photographer will only show up in the list if they have the post code prefix of the order in question on their covered locations.
The appointment has taken place, when can I expect my photos?
Your sample photos will usually be returned on the same evening as the appointment although sometimes it can be the following morning depending on the time of the appointment. Your final photos will be returned with 9 hours after they’ve been selected.
How do I make amendments to my floor plan?
Amendments can be made using the floor plan editor accessed via the property page on the FocalAgent hub.
How do I use the online floor plan editor?
Please watch our tutorial video or review our how to guide.
General
What do I do if I’ve forgotten my password to the FocalAgent Hub?
Click the ‘forgot password’ link on the login page and we will send you an email to reset your password. You can watch a short help video by clicking here.
How do I place an order?
Click here to watch a quick video of how to place a new order in a few clicks. You will need to login via the FocalAgent hub. If you’re integrated with us then please refer to internal support documentation on how to place an order. Thanks.
How do I know if my order has been received?
You’ll receive a confirmation email from us. You can also check the ‘Current Orders’ tab on the FocalAgent hub.
How do I check the progress of my order?
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.
How long will my order take?
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.
What happens after the order is completed by FocalAgent?
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.
How do I cancel an order?
Please click here to watch a very short video on how to cancel orders. You can do it yourself in 2 seconds although if an order already has a confirmed appointment date and time on the system, you will need to speak to the support team on live chat at the bottom of this page. Hope that helps.
I’ve lost the email with my final assets, can you resend it?
All assets can be downloaded at any time from the FocalAgent Hub.
Site Visit Appointment
When will the photographer contact the keyholder to arrange an appointment?
The photographer will usually contact the keyholder on the same day of the order being placed although it can sometimes be the following day.
How long will the appointment take?
This is dependent on the size of the property. As an example, a three-bed house will take around one hour.
Will the photographer stage the property for the appointment?
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.
If the property isn’t presentable when the photographer arrives, will the appointment still go ahead?
Yes, our photographer will proceed with the appointment, but they will notify you and a revisit (which may be chargeable) might be necessary.
What happens if the instruction cancels?
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.
Is there anything I need to know about personal data or images being displayed?
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.
Photos
Can I request a specific photographer?
Your order will automatically be allocated to the closest photographer with the best availability and capability of completing the order as quickly as possible. If you’d like to request a specific photographer, you can also do this by selecting their name from the dropdown on Step 4 of the order process. For more information, please click here to watch a short video showing you how to do this.
Please note: a specific photographer will only show up in the list if they have the post code prefix of the order in question on their covered locations.
The appointment has taken place, when can I expect my photos?
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.
How are the final photos returned to me?
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.
Can I choose more photos to enhance?
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.
What will be blurred in the photos?
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.
What is photo enhancement?
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.
Can my client choose the photos for enhancement?
If you’d like your client to select their own photos then please forward them the ‘vendor link’ from the FocalAgent Hub.
Floor Plans
How do I make amendments to my floor plan?
Amendments can be made using the floor plan editor accessed via the property page on the FocalAgent hub.
How do I use the online floor plan editor?
Please watch our tutorial video or review our how to guide.
How is the final floor plan returned to me?
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.
Matterport
Where will the Matterport start from?
The Matterport will start either externally, in the hallway or in the largest reception room.
What will be blurred in the Matterport?
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.
Can we remove unwanted objects, people, or reflections from the Matterport?
No, this is not possible on scans of 3D spaces in Matterport.
How many scans will be taken per room?
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.
What will happen if a scan cannot be captured at the property for any reason?
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.
How long does the average tour take to complete?
Through our testing we have found on average a 3 bed property takes 30 minutes to complete, although some photographers may be quicker.
If a camera reflection is visible in the mirror will it fail your QA process?
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.
What do I need to do once the property has sold/no longer on the market?
Deactivate the Matterport on the FocalAgent hub to avoid any unnecessary hosting charges.
Live chat with us.
Answers to over 95% of order related support are available in the Focal Hub.
Still need help? Our live chat is the quickest way to reach a member of the team. Start a live chat from the bottom of this page
We’re open Monday – Saturday 9AM to 5:30PM