FAQ
Q. When will my project be ready? A. Our Service level objectives are to provide Still Images returned & edited within 24 Hours (On working days) & Virtual Tours & Floor Plans within 48 - we are continuously working to reduce full project turnarounds to same day & expect this to be done by q3 2023
Q. How soon after an edit request (Merge, Split, Hiding Panorama) does it go through?
A. Edit request times can vary depending on what the edit request entails.
Time taken to handle requests (merging, splitting & hiding panoramas)can depend on the projects current status. Most requests should be handled within 24 hours
E.g.
If you merge 2 projects that have not been processed yet, they should be returned within the normal time frame, this is dependant on the asset type - “Please see When will my project be ready?”
If you merge 2 projects that have been processed already, the edit request will take up to 24h to be completed.
If you have requested to hide panoramas form the virtual tour it can take up to 24h to be completed.
Edit requests placed during weekends will be processed starting the following Monday.
Why can’t I log into my account?
There are a couple of reasons that you may not be able to log in, these include: Billing Issues Incorrect Password Changes in User set-up
If you are having issues with log in please contact our customer success team at Customersuccess@giraffe360.com
Q. Do you work on weekends?
A. Our Customer Success & support teams work Monday to Friday. Our processing teams work with a reduced capacity over the weekend.
Q. How long does it take to regenerate the floor plan after making changes in the floor plan editor?
A. changes made in the floor plan editors are applied as soon as you click “Save” - the floor plans will instantly be regenerated.
Q. If I’m assigned to a camera, can I see all projects captured by it? (Basic role)
A. Yes, you can see all projects. But, you can edit these projects only if a manager or the admin has added the editing option.
Q. Can I edit all projects? (Basic role)
A. You can edit only the projects that you’re assigned to with the editing option.
Q. When I change room names in the floor plan, will they automatically change in virtual tour?
A. No, the room names will not change in the virtual tour.
To change the room names in the virtual tour, you have to go to the tour editor.
Q. What do I need to do if I want to make changes to my virtual tour?
A. What to do depends on the changes yo require. If you want to change initial view, room names and add/remove info hotspots you have to go to the virtual tour editor.
If you want to add blur to panoramas, you have to go to the panorama editor.
Q. How can I download still photos, panoramas and floor plans?
A. Go to your dashboard > Open the project > … (add links to help articles)
Q. Can a user be assigned to a project without assigning them to a camera?
A. Yes. The admin or a manager can assign a basic user to separate projects.
Q. Can a basic user access (search for) a project they are not assigned to?
A. No. A basic user doesn't have access to projects they’re not assigned to.
Q. Who can archive and rename a project?
A. The admin, all managers and basic users who’re assigned to a project with the editing option.
Q. What’s the difference between being assigned as a user to a project, being assigned as a user to a camera and being a user invited to the dashboard?
To a project – can see and download project content or can edit, see and download project content
To a camera – can can see and download content created with the camera or can edit, see and download project content created with the camera
Invited to the dashboard – to access projects, you will need to be invited to the dashboard. The admin or a manager can choose a role – Basic or Manager – when adding a new user to the dashboard. The role added will determine the content and features you’ll have access to.
Q. I don't receive project status messages
A. Check if you have enabled notifications.
Log into your dashboard account > Click on the initials or photo at the top right corner > Click notifications
Q. I can't find the project I have captured before
A. The project may be in the “Archive”. Click on the folder icon at the top right corner on the dashboard to access archived projects - If the project does not appear in the archive & you have already followed the upload process on your camera you may need to contact our support team. Often this can be resolved by capturing a test image & re-uploading assets, this can push through anything stuck. If this does not resolve the issue please speak with our support team
Q. How to hide a panorama from virtual tour
A. Check the Hide / Unhide article.
Q.Can I share all of my assets in a single page?
A. Open the project > Go to “Pages” and create a sharing link if it hasn't been created yet.
Q. I Accidentally archived a project
A. No worries, you can retrieve the project you have archived. Go to the “Archive” folder at the top right corner on the dashboard, find the project you want to unarchive and click the “Unarchive” button
Q. How do I know who else has access to my project
A. Open the project > Go to “Users” > here you’ll see all the users who have access to the project
Q. Wrong logo on my Still photos / Virtual tour / FP – how to change that
A. Editing options are limited to user roles.
If you’re the admin, manager or user with edit access, you can change the logo in still photo editor, panorama editor and virtual tour editor. You’ll have to change it in all editors so the right logo is on all your content.
If you’re the admin or a manager, you can change initial project settings in “Presets”. These settings will be applied to future project only.
Q. How to split a project into 2 projects
A. Check out our “How to split a project” article
Q. How to merge 2 projects
A. Check out our “Merge article”
Q. Can I merge projects from two different accounts?
No. To merge projects, they have to be from the same account.
Q. Can I merge projects created with 2 different cameras – 1 with Periscope camera and the other with Go Cam?
A. No. Projects have to be created with the same model camera.
Q. Can I retrieve a deleted project?
A. No. If you’ve deleted a project, it is no longer available.
If you archive a project, you can unarchive it whenever you need it again.
Q. How long does it take for the camera to turn on?
A. A few seconds. To turn the camera on hold the power button for a few seconds untill you see the Giraffe360 icon on the display.
Q. Will my files upload automatically from the camera to the dashboard?
A. Files will upload to the dashboard when you turn the camera off and when it’s connected to WiFi.
If the camera has been turned off and you’ve postponed the uploading, then you’ll have to switch the camera on and off again to upload files.
Q. Can I delete still photos on the camera?
A. You can delete still photos straight after capture, if you forget to do this you can delete still photos when they’re uploaded on the dashboard.
Q. How long does one scan take?
A. The GoCam is able to take a scan in around 60 seconds, The model three camera takes up to 3 minutes
Q. Time required to take a still photo?
A. 3-10 seconds
Q. How long does it take to charge the camera? A: Charging the GoCam takes around 1 hour with the supplied charger & cable, the Model 3 camera can take around 2.5 hours to charge fully.
Q. Why are some rooms missing in my floor plan or drawn inaccurately?
A. Giraffe360 adds all the scanned rooms to the floor plan, the majority of the time if a room is not displayed in a floorplan this is down to a scan not being taken in the space. You can return to scan only the missing room & then merge this into the original project. If this is done within 7 days of the original project’s processing then this will only count as a single project. If you think a scan was taken please contact our support team who are happy to help further.
Height Measurements - Currently Giraffe360 does not provide height measurements, the only place that height measurements are currently presented is when depicting spaces with reduced headroom (ceilings with a height of <1.5 metres). We are working on height measurements in the future & for clients with more technical resource in house there are options to pull point-cloud files directly via our API. For more information please contact us