Discover the ImmerTwin Help Centre
Find support, guidance, and useful resources for ImmerTwin tours, Branded Experiences, Digital Companions, hosting, updates, access, and project support.
Help, guidance and support for ImmerTwin digital experiences.
Find practical support for ImmerTwin Reality Tours, Branded Experiences, Digital Companions, media projects, digital twin services, hosting, access, QR codes, updates, privacy, project preparation and after-launch support.
What do you need help with?
Start with the most relevant support area below. The Help Centre is designed to guide clients, partners, collaborators and project stakeholders to the right information quickly.
Help Centre overview
Use this table to find the right help route depending on your question, project stage or support need.
| Help area | Use this when | Best next step |
|---|---|---|
| New project enquiry | You want to discuss an immersive tour, branded interface, Digital Companion, media project or digital twin service. | Contact ImmerTwin with the location, project type, intended audience, timeline and preferred deliverables. |
| Project preparation | You already have a scan, capture visit, photography session or digital production stage planned. | Review access, site preparation, sensitive areas, permissions, lighting, people on site and required content. |
| Existing tour support | You need help with a live tour, private link, embed issue, hotspot, menu, QR code or broken link. | Send the tour URL, issue details, screenshot, device/browser information and the outcome required. |
| Content updates | You need to update captions, menu labels, booking links, contact details, images, videos or Digital Companion content. | Provide exact replacement text, links, screenshots and confirmation of where the update should appear. |
| Privacy or sensitive content | A published or draft experience includes private, sensitive, confidential or security-related information. | Mark the issue as urgent and include the exact location, screenshot and whether the content should be removed, hidden or restricted. |
Common help topics
These are the most common areas where clients need support before launch or after an ImmerTwin experience is live.
How to request support
A clear support request helps ImmerTwin identify the problem quickly and avoid unnecessary back-and-forth.
If a tour or page includes personal information, private areas, confidential documents, security details or sensitive content, mark the request as urgent and include the exact location, screenshot and required action.
Support request checklist
Use this checklist when contacting ImmerTwin about a technical issue, update request or published tour concern.
| Include | Example | Why it helps |
|---|---|---|
| Project or tour link | The exact URL of the tour, page, embed or Digital Companion section. | Allows ImmerTwin to locate the correct experience without delay. |
| Screenshot or screen recording | A screenshot showing the issue, menu item, hotspot, caption, QR destination or display problem. | Reduces ambiguity and helps identify visual or location-specific issues. |
| Device and browser | Desktop, mobile, tablet, Chrome, Safari, Edge, Android, iPhone or screen size where relevant. | Some display and embed issues are device-specific or browser-specific. |
| Exact replacement content | New caption text, new URL, corrected phone number, revised opening hours or updated call to action. | Prevents errors and speeds up content changes. |
| Urgency and reason | Public launch, privacy issue, event deadline, broken booking link or printed QR code deadline. | Helps ImmerTwin prioritise support based on risk and time sensitivity. |
Popular questions
Quick answers to common Help Centre questions.
What is the difference between the Help Centre and Support FAQs?
The Help Centre is the main navigation point for support, project guidance and useful resources. The Support FAQs page provides more detailed question-and-answer guidance across preparation, access, hosting, updates, QR codes and support.
Can ImmerTwin update an existing live tour?
In many cases, yes. Updates may include revised links, new captions, menu edits, new hotspots, replacement media, QR updates or interface changes. Whether the work is included or chargeable depends on the project scope and support arrangement.
Can ImmerTwin help if a tour contains sensitive information?
Yes. Send the exact tour link, screenshot and location of the sensitive content as soon as possible. Depending on the platform and project setup, content may be removed, hidden, restricted, replaced or reviewed for the correct access model.
Can ImmerTwin help with an existing Matterport tour?
Often, yes. If suitable access and permissions are available, ImmerTwin can build a branded interface, Digital Companion layer, campaign page, QR structure or enhanced presentation around an existing Matterport tour.
Can QR codes be changed after printing?
Static QR codes usually cannot be changed after printing. Dynamic QR codes may allow the destination to be changed later. This should be decided before brochures, signage, tickets or visitor materials are printed.
Where are the formal service terms?
Formal terms for paid services are set out in the Client Service Terms and any project-specific proposal, quote, invoice or written agreement. The Trust Centre explains the practical approach behind privacy, access and content handling.
Useful resources
These pages provide additional support, legal, trust and service information.
Need help with an ImmerTwin project?
Contact ImmerTwin with your project name, tour link, screenshots, issue details and the support outcome you need.
