Common questions
The answers below cover the things photographers email us about most. If you don't see your question here, write [email protected] and we'll help.
Activation and credits
How do I activate a tour?
From your dashboard, click Activate now on the tour. You'll see options for Regular Tour ($10), White Label ($14), or Photo/Video Delivery ($5). Each uses one credit of the matching type. If you don't have a credit yet, you'll be prompted to buy one — after Stripe checkout, the tour activates automatically.
How much does it cost?
From $8 per tour. The price is per-tour, one-time, no subscription:
- 1 Regular Tour Credit — $10
- 10 Regular Tour Credits — $90 ($9 each)
- 20 Regular Tour Credits — $160 ($8 each)
- White Label tour credits start at $14 each
- Photo/Video delivery credits start at $5 each
Each tour activation includes 2 years of hosting.
Do you offer refunds for unused credits?
We don't refund unused credits except in cases where we made the error — for example a tour that failed to activate because of our bug, or a domain registration that didn't go through. If that's your situation, email [email protected] with the details and we'll make it right. Otherwise credits sit in your account ready for whenever you have a listing to use them on.
Photos
Why can't I upload my RAW (.NEF, .CR2, .ARW) file?
PFRE Tour only accepts JPEG (.jpg / .jpeg) files. RAW files can't be served on a web tour and our image processor can't open them. Export your RAWs to JPEG at around 2000–2560 px on the long edge before uploading. See our guide to delivering real estate photos for the full workflow.
What's the maximum file size?
20 MB per photo. We resize everything to a maximum of 2560×2560 anyway, so enormous files just slow you down with no quality benefit. Aim for 2–6 MB JPEGs.
How do I reorder photos?
On the tour's Photos page, drag and drop the photo thumbnails into the order you
want. Or name your files sequentially (01.jpg, 02.jpg,
03.jpg…) and click "Sort photos alphabetically by filename."
Tour sharing and the MLS
What's the difference between the branded and unbranded link?
Every activated tour generates two URLs: a branded version with the agent's contact info (use on the agent's site, social, email) and an unbranded version with no agent info (the MLS-compliant one). Most MLSs require the unbranded link in the listing's virtual tour field. Read our full guide on branded vs. unbranded tour links.
How do I share my tour with the agent?
From the tour's page in your dashboard, click Share. You can copy the branded and unbranded links, or send them straight to the agent's email through our share-tour form.
White Label / your own domain
How do I set up White Label on my own domain?
Buy a White Label credit, then go to
White Label setup. Enter your desired domain (e.g.
tours.yourwebsite.com) and add this single DNS record at your registrar:
- Host:
tours(or whatever you chose) - Type:
CNAME - Value:
pfre-cedar.herokuapp.com.
DNS typically propagates in 5–60 minutes, occasionally up to 24 hours.
Can PFRE register a new domain for me?
Yes — from the Custom domain page, pick the tour and type the .com you want. $14 covers domain registration plus DNS setup. Renewals are $14/year.
Account
How do I close my account?
Profile Settings → Danger zone → Close my account. Your tours go offline immediately, your account locks, and you have a 30-day grace window where you can email [email protected] to reverse it. After 30 days the account stays permanently closed. Credits are forfeited on closure (see refund policy above).
I forgot my password.
Reset your password here. You'll get an emailed link to set a new one.
How do I change my email address?
Profile Settings → Email field. Update and save.
Still need help?
If you didn't find your answer above, send us your question below. We respond within one business day — sometimes within an hour.