Customer FAQ

Photography is perhaps the second most significant aspect of selling a house (after price). The photos of a real estate listing represent a buyer’s initial impression of a home. The difference between a residence making the to-see list and not can be determined by the quality of the photos.

The widespread use of technology in real estate photography and videography makes adding these tools to your listings easier than ever. Drone photography, 3D immersion, and virtual staging are now not only possible but also affordable.

BTW images Customer FAQ

When we finish developing your photos, we send you an announcement e-mail, so look for an e-mail from BTW images in your inbox. Once you’ve located it, look for the phrase “Download your photos directly” and click the link. This will open your internet browser and bring you to a page where you can download your photos.

To download the photos as a whole, click the blue button labelled “Download Images” at the top of the screen. For individual photo downloads (one at a time), mouse over your desired photo, then click the black download icon in the upper right corner of the image. Make sure you choose the image resolution that corresponds to your needs. For uploading to the MLS, download the designated MLS size resolution. For advertising via print media (brochures, postcards, etc.), you will want to use the “print quality” option. And for uploading to the web check the box for “small.”

Once you’ve chosen a resolution for your download, a pop up will appear and possibly (depending on your computer and browser) a loading folder icon below or above your screen that you can click on to view your photos once they’ve finished downloading. If you do not see a loading folder icon below or above your screen, you will need to search for your photos manually by going to the Start/Windows Logo menu and typing “Downloads” into the search bar at the bottom. Click the “Downloads” folder that appears beneath the heading “Programs” and when it opens look for your property address. If you cannot locate it quickly use the search bar at the top of your “Downloads” folder to search the property address.

Once you’ve located your photos, we recommend you drag and drop them into another folder where you know you can find them easily later. You can watch our home imaging experts take you through the process with our video tutorials.

  1. Make sure you have already downloaded and copied your photos to a file you will recognize and be able to locate later, as described in the “How to download your photos” customer FAQ.
  1. Log into Keystone and find your listing. Click on “Photos” and then “Upload.”  Find your downloaded photos in the folder you copied them to. If you don’t know where to look for them, follow steps 3 and 4 in “How to download your photos.”

  2. Save your changes.

  3. Make sure after you exit the photo uploading window you “Submit to MLS” or changes will not save.

  1. Search for your photos manually by going to the start menu and typing “downloads” into the search bar at the bottom. Click the “Downloads” folder that appears beneath the heading “Programs” and when it opens look for your property address. If you cannot locate it quickly use the search bar at the top of your “Downloads” folder to search the property address.
  1. Once you’ve located your photos we recommend you drag and drop them into another folder where you know you can find them easily later.

When we finish developing your photos, we send you an announcement e-mail, so look for an e-mail from BTW images in your inbox. Once you’ve located it, look for the phrase “Click here to log in to your Dashboard” and click the link. This will open your internet browser and bring you to the page where you view your properties. Click on the property you’d like to edit, which will take you to the Overview screen for the property. Once there, click the white “Edit Property” text, then select Photo Gallery from the drop-down menu. To hide a photo, mouse over the photo, click the gear wheel in the upper right hand corner, then click “Hide from gallery.” This will place a red ribbon across the bottom of the thumbnail labelled “Hidden” which lets you know the photo is no longer publicly visible.

You can call the office at 703-340-6383 Option 1, email your request to contact@btwimages.com, or fill out our order form.

Your photos will be made available within 24 hours of the photographer leaving the property. You can download your photos from a link provided via email.

We service a 40 mile radius around our home office in Alexandria, VA. Anything outside of this range is at the discretion of the photographer and is subject to an out-of-area fee.

You can copy the unbranded property URL from the Overview screen of your Dashboard and add that link to your listing. For instructions on accessing your Dashboard/Overview screen, please see the instructions under “How do I delete a photo from my tour?”

The next business day after your services are complete, you will receive an emailed invoice from financialdepartment@btwimages.com. You have the option of opening that invoice for payment using any credit/debit card or an EFT payment. Otherwise, if after 5 business days, we see no activity on the invoice, the Financial Department will simply charge the credit card on file. Please note that photographers and other field staff are not permitted to accept any form of payment while on-site. BTW images requires a credit card be kept on file for all clients, and checks are not accepted. For any financial questions, please feel free to email the above address, or call 703-340-6383 Option 4.

For More Information, Contact our Home Imaging Experts Today