Customer support
Something wrong?Let’s make it right.Answered by the people who build it.
Better Listing Media is founder-led — no phone tree, no outsourced queue. Email us, or sign in and open a tracked ticket in your workspace help desk.
What to expect
Small team. Real answers. In writing.
Four things we do on every request, in writing. Here’s how a request actually moves.
Every request becomes a ticket
In the workspace help desk each question gets a reference and keeps its full history in one place — you can reply, check status, and pick up exactly where you left off.
Wrong output is re-run free
If an edit came out wrong or an order failed, we re-edit or reprocess it at no charge — just point us at the order. That's the first remedy, every time.
Remedies are written down
Reprocessing comes first; when a quality issue genuinely can't be fixed, credits are returned under the published refund & reprocessing policy — no cash refunds on completed digital work, no guesswork.
Read the refund & reprocessing policyA person owns the outcome
Refunds, credits, cancellations, and account changes are always handled by a person — and founder-led means the person answering also builds the platform.
Common questions
Answers before you ask
The questions the help desk hears most — same answers, no sign-in required.
An edit came out wrong — can it be redone?
Yes. If an edit came out wrong or an order failed, we re-edit or reprocess it at no charge — just tell us which order. A discretionary change to an image that came out correct (say, staging a room a different way) is a refinement rather than a fix, and is charged like any other edit.
My order looks stuck or says it's processing forever.
Send us the order and we'll check its real status. If it's genuinely stuck or missing a group of photos, we'll reprocess it at no charge; if the output is actually fine, we'll explain what's happening.
Some photos are missing from my delivery.
Let us know which order and we'll verify it against what was uploaded. A genuinely missing group can be reprocessed at no charge.
Do you offer refunds?
If an edit came out wrong or an order failed, we re-edit or reprocess it at no charge. We don't offer cash refunds on completed digital work — approved remedies are issued as platform credits, and refunds, credits, cancellations, and account changes are always handled by a person. The full terms are published in our refund & reprocessing policy.
How do I get my finished photos again?
Delivered media lives in a branded gallery and delivery portal with individual, bulk ZIP, and MLS-ready downloads. If you need it again, we can re-send an existing delivery or regenerate a download link.
How does editing work?
Create a shoot in Studio, our AI editing product, choose the edits you want, upload, and process — orders move through scheduled, uploading, processing, review, and delivered. Booking, clients, invoices, and branded delivery run in the same workspace.
Is AI editing allowed for MLS listings?
Rules vary by board, and most treat AI enhancement the way they treat any other photo editing. Edits that change material facts — mainly virtual staging and virtual twilight — should be disclosed in the listing, so check your MLS guidelines. Our AI disclosure policy sets out how Better Listing Media handles that.
Do I upload bracketed exposures or single photos?
Either — HDR takes a bracket set or a single frame per image, so a single photo is enhanced rather than rejected.
Full policy text lives at /policy/refund — and anything not covered here is exactly what the two channels above are for.
Solve it yourself
Two minutes here can beat a ticket
Resources & free tools
Shot lists, prep checklists, pricing calculators, and practical guides — useful without an account.
Browse resourcesHow it works
The whole flow — booking, editing, review, and branded delivery — explained step by step.
See the walkthroughPolicies, in plain terms
What we promise and where the lines are — refunds, AI disclosure, licensing, terms, privacy.
Still stuck? Make it our problem.
One email or one ticket, and it is on our desk, read by the people who build Better Listing Media. function(){throw Error("Attempted to call SUPPORT_EMAIL() from the server but SUPPORT_EMAIL is on the client. It's not possible to invoke a client function from the server, it can only be rendered as a Component or passed to props of a Client Component.")} is the only address you need.