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Support

When we started f8, we recognized that anyone with a good camera is a potential competitor. We realized that the only way to truly differentiate our services in the long run is to deliver an amazing customer experience every time. At f8, our commitment is to combine operational efficiency with high-touch customer support to take care of you and listings from start to finish. We offer many ways to access our Best in Class Support:

  • Click the Support button floating at the bottom of every page to request assistance

  • Send us an email requesting assistance: Click Here

  • View the instructional videos that appear on every page of the f8 system to learn how to use that part of the system

  • Search the FAQ below for answers to the most frequently-asked questions (use magnifying glass at right to search) 

  • Call our Client Center at 855-382-3873, Monday through Friday, 9am to 5pm Pacific Time for live assistance
A customer service professional providing outstanding customer service and support
  • How do I place an order?
    Ordering is Easy! Go to our Ordering page to register for your free f8 account. In your account, you can place orders and manage your listings when it is convenient for you. If you need assistance with your order, please use the Support button floating at the bottom of this page, or call 855-382-3873 Monday through Friday from 9am to 5pm Pacific Time.
  • Do I have to pay when I order?
    Yes. We require payment by credit card at the time the order is placed. Should you need to cancel an appointment, we will happily refund your order in full unless you notify us after 8pm of the night priort to the appointment. In those cases, your refund will be processed less the applicable Late Notice Fee.
  • When are appointments available?
    Appointments are available Monday through Friday from 9am to 4pm local time from March through October. From November through February, appointments are available Monday through Friday from 9am to 3pm due to the more limited lighting conditions. Twilight photography appointments are set for 30 minutes prior to sunset on the day of service. We observe the following holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.
  • What time of day is best for photography?
    We do not advise on what time of day is best for photography as the lighting conditions vary from location to location. However, you can rest assured that we have designed our service hours to deliver the very best results to you in a way that balances maximum availability and optimal lighting conditions.
  • Do you shoot rain or shine?
    Yes. We shoot rain or shine so that agents can get their photos regardless of the weather conditions. We include our “Blue Skies Everyday” service with every order at no charge so you never have to worry about rainy or cloudy conditions. With this service, we digitally replace cloudy or rainy skies with blue skies to give your photos their best appearance. We ask that you verify that the weather conditions will meet with your approval ahead of time. If you need to reschedule, please do so by 8pm of the day prior to your appointment to avoid a Late Notice Fee.
  • What holidays does f8 observe?
    f8 observes the following holidays and we do not set appointments on: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, Christmas Day and New Year's Eve.
  • When is my appointment confirmed?
    Your appointment is confirnmed when the photographer has confirmed their availability for the appointment. We will send you an Appointment Confirmation via email that details the date, time and photographer assigned to your appointment. Unfortunately, we are not able to hold appointment slots unless we have a completed order.
  • Will you call me to confirm my appointment?
    No. We send Appointment Confirmations via email and by text if you opt in for SMS messaging (standard rates apply). We will only call you if there is an issue with your appointment request that requires clarification or if we need to propose a different date and/or time for an appointment.
  • How do I avoid rescheduling fees?
    Should you need to reschedule or cancel your appointment, kindly do so no later than 8:00pm Pacific Time of the day prior to the appointment at no charge. If you reschedule or cancel your appointment after 8:00pm Pacific Time of the day prior to the appointment, a Late Notice Fee will be assessed to your order. This Late Notice Fee applies to reschedules, cancellations and postponements for any reason. We shoot rain or shine, so please verify that the weather conditions will meet with your approval ahead of time. We include our “Blue Skies Everyday” service with every order at no charge so you never have to worry about rainy or cloudy conditions! To modify your appointment, please login to the f8 system and use the Modify Appointment button or contact us via email or phone at 855-382-3873. Thank you!
  • How do I reschedule or put my appointment on hold?
    To modify your appointment, please login to your account, find the listing and click the Manage button. On the Manage page find the order table and click the Modify Appointment button. Select Reschedule or Put on Hold and Submit Request as needed. You can also contact f8 directly via email or call us at 855-382-3873. Thank you!
  • How do I get the home ready for photos?
    This Checklist provides you with instructions on how to prepare your home for photography. Please note that insurance requirements limit the photographer’s ability to handle personal property, so the home will be photographed in the condition the photographer encounters when he or she arrives. Before we arrive: All home improvement projects should be completed and cleaned up All landscaping projects should be completed and cleaned up Staging should be completed in advance of the appointment The driveway should be clear of cars, trash cans, debris, etc. In the yards, ensure that garden hoses are rolled up and loose items are put away Kitchen counters should be cleared of clutter, soap, sponges, dishes, small kitchen appliances, etc. Refrigerators should be free of magnets and items should not be placed on top Bathroom counters should be cleared of toothbrushes, toothpaste, razors, soaps, shampoos, etc. Washers and Dryer areas should be cleared of loose laundry, detergent, etc. Trash cans should be hidden and toilet seats should be down Beds should be made and dressers cleared of clutter Loose items laying on floors should be stored in closets or the garage When we arrive: Turn on all lights in the home Turn off all TVs and ceiling fans Put all toilet seats down Open all window treatments Turn on any water features For twilight shoots, turn on all interior and exterior lighting and light any gas firepits Provide any special instructions to the photographer If you have any questions about preparing the home for photography, please don’t hesitate to contact us for additional guidance.
  • Do you help with staging and moving things around?
    No. Please note that we photograph properties "As Is." Insurance restrictions prohibit photographers and videographers from providing maintenance, cleaning, staging, landscaping or repair services at the appointment, so we kindly request that the property be in photography-ready condition when we arrive. Please be sure to allow adequate time for any staging or landscaping services to be completed prior to the appointment.
  • Do you photograph offsite amenities?
    No. Please note that our service applies to the subject property only and does not include nearby amenities and other offsite locations. Our service does include common area amenities at HOA and PUD complexes like pools, gyms, clubhouses, etc., subject to access provided by the client.
  • When will I get my photos and other media?
    Your photos will be delivered into your account the day following your appointment, guaranteed by 12pm Pacific Time. Our Production team will review and approve your photos for delivery and send you an email notification when your photos are ready. The same timing applies to all other media including videos, Matterport 3D tours, floor plans, etc.
  • Who owns the photos?
    When media is delivered, f8 grants to you a non-exclusive, royalty-free license for use of the images, video and other media created for you. You are free to use this media to carry out normal business tasks associated with offering real estate properties to the public for sale or lease. This includes uploading the photos to your MLS, uploading videos to YouTube, printing brochures, creating social media postings, etc. This pre-approval to use the content in an unfettered manner also makes it unnecessary for f8 to complete photography authorization forms required by some MLS organizations. f8 retains a limited license to use the images and media it captures for its own marketing purposes.
  • How quickly are refunds processed?
    If a refund is necessary, it will be processed by Accounting within two business days.
  • How do I download my photos?
    When you login to the f8 System, find your listing in the Dashboard and click the Manage button. Under Media and Marketing, click the Images tab. At the top of the Images tab, there are several buttons. To download all images, click the Download All button. To download selected images, use the checkboxes above the images and click the Download Selected button. Choose from Web Resolution (for online display) and High Resolution (for print). Note that hidden photos are not included in the download set.
  • How do I arrange my photos?
    When you login to the f8 System, find your listing in the Dashboard and click the Manage button. Under Media and Marketing, click the Images tab. To move an individual photo, click and hold the sort button under the image in the gallery and drag and drop it to its new position. To move multiple images, click the check boxes and then click and hold the sort button on one of the images to drag and drop the set to their new position. The system will automatically save the sort order and apply that sort order to all the other Media and Marketing tabs.
  • How do I hide a photo?
    When you login to the f8 System, find your listing in the Dashboard and click the Manage button. Under Media and Marketing, click the Images tab. To hide a photo, click the Hide button under the photo. To unhide the photo, click the Unhide button under the photo. Hidden photos will not be included in your download sets, and they will be hidden in all of the other Media and Marketing tabs.
  • I clicked the download button. Where are my photos?
    When you click the Download button, your browser will download the photos to a location on your hard drive that is determined by the settings in your browser. Photos can typically be found in a Zip File on your computer in places like "Downloads" or "Desktop." Please note that f8 cannot alter this destination as it a setting in your browser.
  • What is a Zip file? How do I open it?
    Zip files are used to combine multiple files into one file for download purposes. In this case, the Zip file acts like a folder that contains your individual photo files. Locate the Zip file on your computer’s hard drive. Note that you should not need a separate Zip software program like WinZip to access the photos. Mac Users If you are using a Mac, use Finder to locate the Zip file. Double click the Zip file to open the folder and access the photos. PC Users If you are using a PC, use File Explorer to locate the Zip file. Right click on the Zip file and choose Extract All. The image files should be saved in the same location as the Zip file in both types of machines.
  • How do I upload my photos to the MLS?
    Download the photos from the f8 System to your hard drive. Once you have the photos, login to the MLS and upload your photos according to the instructions provided by your MLS.
  • How can I email my photos to someone else?
    When your photo are approved for delivery, f8 sends you a Media Ready Notification that includes a photo download link. Simply forward this email to provide the recipient with this download link. When the recipient clicks the link, they can download the photos without having to login to the f8 system. This link is also available in the system in the Media and Marketing area in the Social + Links tab.
  • How do I post my Property Website to the MLS?
    Most MLS systems allow you to post both a Branded and Unbranded Virtual Tour. f8 includes two different websites with every photography order: Branded Website and Unbranded Website. In the Manage page for your listing, copy the links from the Social + Links tab and paste them into the appropriate field in the Virtual Tour links in the MLS.
  • What is the difference between Branded and Unbranded?
    We provide you with two links for your Property Website: Branded Website and Unbranded Website. Both terms originated from the MLS practice of sharing listings with real estate portals and other brokerage firms. In order to share your listing with these entities, the MLS requires that you provide a website without your contact information. This is known as “Unbranded.” Conversely, the Branded Website link can be used on sites that allow your contact information to be displayed.
  • How can I print a Brochure?
    When you login to the f8 System, find your listing in the Dashboard and click the Manage button. Under Media and Marketing, click the Brochures tab. Select one of the templates. The system will automatically create the brochure. Click the edit icon on a photo to choose different images from the image gallery. The contact info on the brochure is managed in your profile. The property information is managed in the Property Info tab. Click the Generate PDF button to download a pdf version of the brochure that can be printed at your home or office, or sent to a commercial printer for printing.
  • Do you have Analytics?
    Yes. You can track the activity on your Property Website by clicking the Analytics tab in the Media and Marketing section of the listing. To generate the report, select a time frame from the drop down and the page will refresh automatically.
  • What is f8's Concern Resolution Process?
    We strive to deliver the highest quality on every service we produce. If you feel that we have not delivered to our stated quality standards, we will initiate the f8 Concern Resolution Process ("Four R's") with you: Review - We are always happy to review our work with our clients Revise - If something does not meet our quality standards, we are happy to edit (revise) the media Revisit - If editing does not yield our promised quality, we will revisit the home Refund - If we are ultimately unable to achieve our quality standards, we will refund your order
  • How can I get additional support?
    The best way to request additional support is to use the Support button that can be found floating at the bottom of the page on this website, in the f8 system and in the f8 Mobile app. You can also send an email detailing your support request. Finally, phone support is available at 855-382-3873, Monday through Friday, from 9am to 5pm Pacific Time.
  • What does f8 mean?
    f8 refers to a camera setting that controls the Aperture for the photo. We use the Aperture setting "f/8" for our standard photography services.
  • How long has f8 been around?
    f8 was founded in 2016 by industry veterans with decades of experience serving residential real estate professionals.
  • What is f8's mission?
    f8 delivers an exceptional experience for residential real estate professionals who use our media services to connect with consumers. Every service we offer must have: Quality - Production value that reflects your professionalism Value - Affordable pricing so you can use our services on every listing Convenience - Short notice scheduling, quick turnaround and satisfaction guaranteed
  • What does "Better Than Being There" mean?"
    f8 produces media that is so vibrant, immersive and entertaining, it's "Better Than Being There." Our goal is to produce media that strikes a chord with consumers to help drive showings and visits to your listing.
  • Where is f8 located?
    f8 is located in Silicon Valley, but we work with photographers across the country who are intimately familiar with their local markets.
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