Help Center

Frequently asked questions

• How do I render my first listing video?

  Sign in, then paste a Redfin or Realtor.com listing URL on the dashboard — or upload your own MLS photos directly. We pull the address, photos, and listing metadata, run a 30-90 second compositive render, and email you when the video is ready. The first render typically completes in 4-8 minutes.

• How do I share a finished video with a client or seller?

  Open the listing in your dashboard, click Share, and confirm the source attestation. We generate a private share link (rotatable, revocable) that your client can open in any browser — no TargetVid account required to view. Share pages include the video, the listing address, and a small TargetVid attribution.

• Can I download the rendered video file?

  Yes. Every render is downloadable as an MP4 from the dashboard for as long as your account is active. We deliver a 1080p widescreen (16:9) master — the format built for the listing detail page, the MLS, and YouTube.

• Do I need a subscription, and how do I manage billing?

  Most agents buy per-video credits, so there is nothing to cancel — credits sit in your account for 12 months until you render a listing. Only the Teams plan ($79 per month) is a subscription: open Account, then Billing, then Manage subscription to reach the Stripe Customer Portal, where you can cancel or change your plan. Cancellation takes effect at the end of the current billing period and you keep access until then.

• How do I request a refund?

  Email support@targetvid.com within 14 days of the charge. We refund first-time customers who are unsatisfied within the first 7 days, charges that were erroneous (e.g., we billed after you cancelled a Teams plan), and periods where a service outage prevented you from using the product. We respond within one business day.

• How do I export my data or delete my account?

  Email privacy@targetvid.com. We export your listings, renders, and account metadata as a JSON archive within 14 days. Account deletion is permanent and irreversible — all data, including videos and photos, is removed within 30 days of confirmation.

• Why does my render look slightly different from the preview?

  The studio preview composites a low-resolution scrub for speed; the final render runs the full pipeline including data enrichment scenes (walk score, schools, market trends) that only appear when their data is available for your listing address. If a data scene is missing in the final, it means we could not source that specific data for the address — graceful degradation, not a bug.

• A render failed or is stuck — what now?

  Open the listing and click Re-render. Most transient failures resolve on retry. If the second attempt also fails, the failure card includes a short reason (e.g., "photo URL returned 403"). Forward that reason to support@targetvid.com and we will look at the job log directly.

• How do I report a copyright or privacy issue with a share page?

  Use the small Report link in the footer of any TargetVid share page, or email dmca@targetvid.com (copyright) or privacy@targetvid.com (privacy). We respond to DMCA notices within 10 business days and to privacy requests within one business day.

• Where can I see system status and recent releases?

  Live system status is at targetvid.com/status — uptime, ongoing incidents, and scheduled maintenance. Release notes and what we shipped in the last 90 days are at targetvid.com/changelog (with an RSS feed for tooling).

• How do I reach a real person?

  Email support@targetvid.com for product help, billing@targetvid.com for billing, hello@targetvid.com for everything else. We read every message and reply within 1-2 business days. There is no autoresponder, no triage queue, no support tier.