Frequently Asked Questions

Please browse our FAQ's or visit our Knowledge Base to find Answers to Questions
Check out our Knowledge Base!

Below are some of our most frequently asked questions. For a more comprehensive list of FAQ’s please visit our Support Forum where you can quickly search our Knowledge Base or ask a question.

What types of products and services do you offer?


Interactive Floorplan Tour

This is our most comprehensive state-of-the-art product.  It is an online virtual tour featuring a detailed floor plan of the property. It contains click-able photo hot spots embedded in the diagram; a gallery of photos; a virtual walk-through where photos are played in video-style fashion with music; and buyer tools like satellite area maps, printable flyers, and printable floor plans.

Interactive Photo Tour

This is an online virtual tour featuring a gallery of photos; a virtual walk-through where the photos are played in video-style fashion with music; and buyer tools like satellite area maps and printable flyers.

Floorplan Tour

This is a floor plan only. You may provide the floorplan for cleanup or our Service Provider will go to the property to measure.  We provide a PDF and jpeg versions for download.


You may create an unlimited amount of photo-based virtual tours per account.  You upload your photos create and publish your tour.  For an additional fee, you may provide a floorplan for cleanup or our Service Provider will go to the property to measure.

Click the link below to learn more about our Tour Producer Subscription Tours:



Full Service

Our authorized Service Provider (SP) will go to the property to sketch the floor plan AND take the pictures. The SP will submit the images to us so we can produce your tour.

Partial Service

You can provide us either a rough draft of the floor plan (we clean it up) OR the photos.  Our Service Provider will go to the property to take care of the rest.

Self Service 

You upload your photos and / or your draft of the floor plan to our system. We create the tour for you.

How do I place an order? How much does it cost?

How do I place an order?

To order a tour and/or set up an appointment you must be registered with FloorPlanOnline.  Registration is free.

Use the link below to take you through the registration process.



If you are already an FPO customer:


Call Customer Care at 866-810-3816, option 3.  We can input the basic information for the order. To avoid delays with your tour, you must have a valid credit card on file at the time you place the order. Please update your credit card information before calling.  Or, have your credit card available and one of our Customer Care folks will update it for you.

What if I don’t have an MLS number?

You can place your order without an MLS number.

Substitute the street address for the MLS number (123main) or enter a series of letters, etc.  It is not advisable to use numbers as it can look like a real MLS number, creating confusion later on. Indicate if the MLS is Valid, Going to Change or Not Needed.

Once you have the MLS number you can update your tour in the Edit Details located on the Tour Preview Page or on your Order List (Manage Tours). Be sure to scroll to the bottom of the page and click on save.

How much do tours cost?

The price of a tour is based on the product you order, the type of service you need, and the measured area.

Click on the link below to see our pricing.


Click on the link below to use our price calculator to help you estimate the cost of a tour.


What do Service Providers do?

We display all Service Providers in your area when you place an order.

You may select the Service Provider of your choice.

We also show the SP availability, starting price for the SP services, services the SP provides and Sample Tours.

We do not schedule the appointments for the Service Providers.  The SP you selected will contact you within 1 business day to schedule the appointment.  If you don’t hear from the Service Provider within that time please feel free to contact the SP.  The contact information will be on your order confirmation.

When the appointment is established the Service Provider will visit the property, take photos and/or draw the floor plan sketch.

Please note you may cancel an order at any time prior to the scheduled appointment date.

A cancellation fee of $100.00 will apply if the cancellation is within 24 hours of the scheduled appointment.

An order may not be canceled once the service provider has visited the property.

Property Preparation is your responsibility.  Please ensure the property is ready for photography and / or measuring.  The Service Provider will not clean the property or stage the home.  If the Service Provider needs to return to the property because it is not ready, you will be charged a $100 trip fee. This fee also applies if the Service Provider cannot access the property, and for requests to return to the property to retake photos because of bad weather.

It may be more advantageous to postpone the appointment at no cost, but notification must be received 24 hours before the scheduled appointment time.

What is Self Service?

What is a Self Service Tour?

“Self Service” means you are providing all the materials for your tour. 

For an Interactive FloorPlan Tour, you are providing both the sketch of the floor plan and the pictures. 

For an Interactive Photo Tour, you provide the photos.  

Self-service tours are an option for areas we do not have service providers available in.  Self-service tours are an economical way to have our quality tour at an affordable price. The customer arranges the photos for the walk-thru video/photo gallery, creates the flyer and places the camera icons on the floor plan.

There are help videos available to help explain how to edit your tour.  

If providing the floor plan sketch, our production department will continue to re-draw the floor plan and place it on the tour.  

What is the time-line to create a Self Service tour?

You can upload photos and create a Photo Tour immediately.

If you have a floor plan for clean-up, then we typically take 1-2 business days to turn it around.

If I order a Self-Service Interactive Floorplan Tour or Photo Tour how will my tour look compared to a Full Service Tour?

Your self-service tour will be as good as the photos / sketch you provide. If the original photos provided are not high resolution, your photos will look grainy and gray.  If the photos are too large you may notice some waviness in the look of the photos. We suggest you resize the photos to a minimum of 800×600 pixels to a maximum of 1600×1200 pixels.

Help Videos

We have created a series of short introductory video tours to help you get acquainted with our services, tools and your account.  Use the link below to view the Help Videos.  Please view them before contacting us.

Help Videos

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