WE'RE HERE TO HELP:
WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD TO THE FOCAL.AGENT HUB?
If at any stage you forget your password to login, you can click the 'forgot password' link on the FocalAgent HUB login page and we will send you an email to rest your password within a few minutes time.
HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?
You will receive an email confirmation that we have received your order
HOW DO I CHECK THE PROGRESS OF MY ORDER?
To check the progress of your order the log in to the FocalAgent HUB and click on the 'Current Orders' tab. Updates will also be sent to you as the order progresses from photography into production. You will 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.
WHEN WILL THE PHOTOGRAPHER CONTACT THE KEY-HOLDER TO ARRANGE AN APPOINTMENT?
The photographer will contact the key-holder within 2 working days of the order being placed.
HOW LONG WILL THE APPOINTMENT TAKE?
This is dependent on the size of the property. A three-bed house will take around one hour.
WILL THE PHOTOGRAPHER STAGE (PREPARE)THE PROPERTY FOR THE APPOINTMENT?
It is the responsibility of the vendor to prepare the property- please refer your vendor to the 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 FOR THE APPOINTMENT... WILL THE APPOINTMENT STILL GO AHEAD?
Yes, our photographer will proceed with the appointment, but they will notify us and a revisit (which may be chargeable) might be necessary.
HOW ARE THE FINAL ASSETS RETURNED TO ME?
You will receive an email notification when your final assets are ready, alternatively you can access them via the FocalAgent HUB
HOW DO I MAKE CHANGES TO THE FLOOR PLAN?
You will be sent a link to approve the property floor plan, at this stage can approve the floor plan or request alterations if required.
HOW DO I MAKE CHANGES TO A FLOOR PLAN AFTER I HAVE RECEIVED THE FINAL VERSION?
You can access your 'Previous Orders' via the FocalAgentHUB and make further amendments to the floor plan if required.
WHAT HAPPENS AFTER THE ORDER IS COMPLETED BY FOCAL.AGENT?
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.
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.