Support, guidance and practical answers for ImmerTwin projects.

Use the contact form or email your usual ImmerTwin project contact. For the fastest response, include your project name, the relevant tour or page link, a clear description of the issue, screenshots where useful, and any deadline or urgency.

Include the tour URL or page URL, a short description of the issue, screenshots or screen recording if possible, the device and browser used, whether the issue happens on mobile or desktop, and the result you expected.

Response times depend on the type of issue, current workload, project agreement and whether ongoing support or LiveOps is included. Urgent privacy, access or broken-link issues should be clearly marked as urgent.

Not always. Minor launch corrections may be included depending on the project scope, but new content, additional revisions, new media, new links, extra QR codes, interface changes, analytics work or ongoing updates may be chargeable unless covered by a support or LiveOps arrangement.

Paid ImmerTwin services are covered by the relevant proposal, written project agreement and Client Service Terms. The Trust Centre and Legal pages provide additional information about privacy, access, usage rights and service responsibilities.

The space should be clean, tidy, accessible and presented as you want it to appear online. Remove confidential documents, private items, personal data, security codes, temporary clutter and anything you do not want visible in the final experience.

Yes. Sensitive areas can usually be excluded from the capture route or hidden from the final published experience, depending on the platform and project structure. Identify these areas before capture so they can be planned correctly.

It is usually better for people to move away from capture areas. Moving people can appear blurred, duplicated or visible in 360° imagery. For public venues or active sites, capture timing should be planned to reduce disruption and privacy concerns.

Yes. Lighting, reflections, glass, mirrors, windows, screens and backlit areas can affect capture quality. Before the visit, check that lights are working and decide whether screens, signage, blinds or display items should be adjusted.

Outdoor capture depends on weather, lighting, platform limitations, ground conditions, access, GPS, drone restrictions and the type of deliverable required. Outdoor areas should be agreed in the project scope before capture.

If the site is not ready, inaccessible, unsafe or materially different from the agreed scope, the visit may need to be adapted, delayed or rescheduled. Additional fees may apply if extra time, retakes or return visits are required.

A Reality Tour is the immersive capture foundation: a professional 360° or 3D digital presentation of a real space. It can support websites, property listings, marketing campaigns, visitor information, training, remote previews and client engagement.

A Branded Experience adds a more controlled presentation layer around an immersive tour. It can include branded menus, guided journeys, hotspots, galleries, booking links, contact links, maps, calls to action, videos and customised interface elements.

In many cases, yes. If the client has suitable access and permission, ImmerTwin can often build a branded interface, guided experience, Digital Companion layer or campaign structure around an existing Matterport tour.

Yes, where included in the project scope. Branded Experiences can include booking links, contact buttons, social media links, Google Maps links, image galleries, video embeds, PDFs, menus and other user-facing calls to action.

Yes. Depending on the package and scope, ImmerTwin can align colours, logos, typography direction, menu structure, visual hierarchy and interface style with the client’s brand or campaign requirements.

Yes. Tours and branded experiences can usually be embedded on client websites or landing pages. Exact behaviour depends on the platform, website builder, iframe permissions, browser behaviour and responsive layout.

The ImmerTwin Digital Companion is a digital interpretation and visitor engagement layer that can support users before, during and after a visit. It may include object stories, captions, images, videos, audio, maps, educational paths, multilingual content, QR access and extended engagement.

It is particularly suitable for museums, galleries, heritage sites, memorial locations, visitor attractions, tourism sites, education-focused projects and organisations that want to provide deeper digital interpretation.

Yes. Multilingual content can be planned where included in the scope. Translation should be reviewed by the client, a native speaker or a professional reviewer where public accuracy and tone matter.

Yes, where an update or LiveOps arrangement is in place. Updates may include new content, revised captions, added media, corrected links, new visitor paths, seasonal content, event content or exhibition changes.

Yes. QR codes can connect on-site signage, tickets, brochures, object labels, exhibitions and visitor routes to specific digital content. QR strategy should be planned before printing or installing physical material.

Depending on the platform and project setup, a tour can be public, unlisted, embedded, shared by direct link, used for review only, restricted or managed through a specific access approach. This should be agreed before launch.

Public access means the experience is intended for open sharing, website use, marketing or public discovery. Unlisted access means it may be accessible through a link but is not actively promoted as a public page.

Where the platform and project terms allow, content can often be removed, hidden, updated or restricted after publication. Urgent privacy or security concerns should be reported as soon as possible with exact screenshots and location details.

Hosting duration depends on the package, proposal, third-party platform requirements and any ongoing hosting or LiveOps agreement. Some services may require renewal, subscription or continued platform access.

Matterport, MPskin, Google services, hosting platforms, analytics tools and other third-party systems may change features, terms, pricing or availability. If a platform change affects a project, additional adaptation work may be required.

Yes. Changes may include updated links, revised captions, new hotspots, changed menus, new media, replacement images, QR updates or interface refinements. Whether these are included or chargeable depends on your project scope and support arrangement.

A correction usually fixes an error within the agreed scope, such as a typo or incorrect link. A new change adds, replaces or expands the agreed scope, such as new sections, new media, new QR codes, new tour areas or revised interface structure.

LiveOps is ongoing support for keeping an immersive experience useful after launch. It may include content updates, link changes, QR campaigns, seasonal updates, new media, interface changes, analytics review and continued digital experience support.

Sometimes. Adding new physical areas may require a new capture visit, platform update, new processing and interface updates. Feasibility depends on the original tour, current access, platform limits and desired final result.

Yes, where the links are part of an editable interface or content layer. Provide the exact old link, the replacement link, where it appears and any preferred label text.

Yes. QR codes can be created for tour pages, specific locations, booking links, Digital Companion content, visitor routes, brochures, exhibitions, menus, signage or campaign pages.

This depends on how the QR code is created. Some QR codes are static and cannot be changed after printing. Dynamic QR codes may allow the destination to be changed later. This should be decided before printing physical material.

Where included in the scope, QR tracking, UTM links, GA4 events or campaign-specific links can be used to understand engagement. Tracking may be affected by cookie consent, browser settings, ad blockers, platform limits and privacy settings.

No. ImmerTwin can improve digital presentation and support engagement, but does not guarantee a specific number of views, enquiries, bookings, sales, visitors, conversions or revenue unless expressly stated in a written agreement.

In some cases, yes. Analytics may show page visits, traffic sources, QR scans, campaign links or selected interaction data. Exact reporting depends on the tools, platform setup, consent settings and project scope.