Support Center

Everything You Need To Know About Your Account
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This guide will help you get the most from your premium virtual tours. On this page you will find helpful hints and detailed instructions on using the system, and making sure your tours get the right kind of response from potential home buyers.

1. Customer Portal

1.1 | Customer Portal Overview

Customers portals provide a simple interface with powerful tools. Learn everything you need to know here.


Customer Portals provide a place for agents to login, access, and download listing media as well as place new orders with photographers directly in the account dashboard. Inside the customer portal you will see listings delivered to you by your photographer, order history and appointments information, leads collected from contact forms on property websites, access and create marketing materials, and so much more!


Customer Portal > Listings

The Listings section is where you can review all of the listings your photographer has historically shared with you, the most recent being the first property card. Click into any listing card to view the contents inside and/or download the listing media.

Customer Portal > Orders

The Orders section is where you can review all of the order history information with this photography group. Click into any order to view details, complete payments, download invoices, and review or update appointment information.

Place New Order

Have an upcoming listing that is going to market soon and need to book your photographer to come out for photos and media to help list the property? Easy! Click the purple Place Order button at the top of the left navigation menu to place a new order and schedule the appointment with your photographer without ever having to leave your dashboard or pick up your phone!



Customer Portal > Orders + Appointments

If an order contains an appointment, click into the order and scroll down to view the appointment information. You’ll see the Photographer name who is assigned to the appointment, the appointment start time, duration, estimated end time, and order items for this appointment.

Client Rescheduling

It’s helpful to review the appointment information on the order, but you can also reschedule or cancel appointments if needed. Click the Reschedule button and you will be taken to a scheduling page where you can select a new day and time to complete the appointment.

Customer Portal > Marketing Center

The Marketing Center within the Customer Portal allows you to browse through available templates for marketing materials like Flyers, Postcards, and Social Media posts to help you market and sell your listing faster. Simply pick a template, select the property you wish to create the marketing template for, and the system will pull in all of the available media and information so it’s pretty much ready to go! Use the drag and drop tools to put the final touches in place and download your content when ready!

1.2 | Update your Agent Profile Information

It’s easy to update the following personal information via your Client Panel:

  • TourMe username
  • phone
  • email
  • web address
  • agent license number
  • disclaimer
  • profile photo (a square image of 200 x 200 pixels works best)
  • broker or company name
  • address of broker
  • company logo (400 x 200 pixels. NOTE: a ‘.png’ file type will look the best due to its support of transparency)
  • assistants’ or colleagues’ email addresses (to receive notification when new tours and photos are available)

To make any changes to your profile, follow these steps:

  1. Once logged into your account, hover over “My Account” and click “Profile Settings”.
  2. Make your changes.
  3. Don’t forget to click the ‘save changes’ button at the bottom to save your changes. You can view one of your branded tours to see how the changes look.

2. Edit & Optimize a Virtual Tour Website

2.1 | Add / Change Your Tour Headings

TourMe provides you with 3 Heading Fields you can use to position your Listing to potential buyers and highlight key features.

  • Heading 1 – Displays prominently at the top of the tour in the coloured bar. Examples: “Magnificent Diamond Lake Home”, “New Construction in Masonville Area”, “Totally Updated Home in Westmount”.
  • Heading 2 – Displays just below heading 1, in slightly smaller font. Examples: “3 Bed / 2 Bath / 1540 Sq.Ft.”, “4 Bed / 3.5 Bath / 3400 Sq.Ft. / 2 Acres”, “3 Bed / 2.5 bath / 2650 Sq.Ft. / Walk or Bike to UWO”.
  • Heading 3 –  Only available in the new Fit design. Displays above the tour description. If there is no description, this heading will be hidden. Examples: “Just Listed”, “Open-House Sunday 2-4pm”, “New Price: $129,500”.
  • Tip: Keep your headings short so they won’t wrap over 2 lines


How to Edit the Headings:

  • Log into your Client Panel and select the relevant Tour from the list of all of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Select the ‘Tour Info’ tab.

  • Now you can edit your headings by typing text into the fields shown.

  • A note on branding: the heading fields will populate on the branded and unbranded versions of your tours, so be sure that you do not include branded information here in order to comply with the MLS policies.

2.2 | Add your Written Description of your Listing to your Tour

Your tour needs a description. You’re in luck! You can copy and paste the written description from your MLS listing right into your tour.

  • Select the relevant Tour from the list of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Select the ‘Tour Info’ tab.
  • Now you have access to the Property Description panel.

There is ample room, so there’s no need to stick with ‘agent-speak’ or use abbreviations, and you’re free to add all the details you want to. You can also format the Property Description field with the text editor: use bold, italics, change font size, add lists, add links to neighbourhood information, etc.

A Note on Branding

The Property Description field will populate on the branded and unbranded versions of your Tours, so be sure that you DO NOT include branded information here in order to comply with the MLS policies.

2.3 | Change the Order the Images appear in your Tour Gallery

Your Tour will come ordered in a way to guide potential buyers through the home. However, if you want to change the order of the images, simply drag-and-drop the images to the desired order with your cursor.

  • Select the relevant Tour from a list of all of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Select the Media tab simply drag-and-drop the images to the desired order with your cursor. Changes will be saved automatically; no need to hit a ‘save’ button!

2.4 | Add a Photo or Video Clip to a Tour

  • Select the tour to which you’d like to add photos or video.
  • Click on the ‘Edit Tour’ icon.
  • Select the ‘Media’ tab.
  • Click the ‘Select Files’ button to find files from your computer’s hard drive, or simply drag and drop files into the indicated area to upload them. These files can then be rearranged just as any other videos or photos, by clicking and dragging them into a new order. As always, the changes you make here will be saved automatically.

2.5 | Remove an Image from a Tour

Typically, Lemontree Inc. will provide photos of the whole home. If there is an image you don’t want shown in the Tour, you can easily remove it from the Virtual Tour Website.

Removing An Image

  • Select the relevant Tour from a list all of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Select the ‘Media’ tab.
  • Click on the image in question in the Media tab. A blue selection border will display. Now you can can remove the photo by checking “neither virtual tour nor gallery” in the options on the sidebar.

2.6 | Choose a Music Track for your Tour or Turn the Music Off

TourMe gives you 60+ music tracks to choose from, so you can select the perfect tune to accompany your listing. If you prefer, you can also choose to turn the music off.

Choosing your Music Track: 

  • First make sure the audio on your computer is enabled, that MUTE is turned off, and that any external speakers or headphones you are using are plugged in and turned on.
  • Log into your Client Panel and select the relevant Tour from amongst all of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Click the Media Settings tab.
  • You will now see music choices with a drop-down menu below it. Select [ No audio ] to turn the music off.
  • To sample some of the 60+ available tracks, click on the track name, and wait for just a few seconds until the track starts playing. If you are happy with the selection, simply leave it selected. TourMe will automatically save your selection. 

2.7 | Adjust the Transition Speed of the Images in a Tour

By default your Tour will display images for 3 seconds before automatically transitioning to the next image. However, some people prefer a slower-paced Tour. Here’s how you can adjust the speed of your Tour. 

  • Log into your Client Panel and select the relevant Tour from amongst all of your Tours.
  • Click the ‘Edit Tour’ icon.
  • Click on the Media Settings tab on the right-hand-side.
  • In the field on the sidebar, enter a custom value in seconds for how long you’d like each image to display.

If you prefer a certain speed for every tour, just let us know and we’ll change your customer preferences so that all of your Tours are displayed at the pace you prefer. Tour speeds are also influenced by internet connection speeds and server traffic, so if your Tour seems slower at a particular time, this is usually an internet-related issue. 

3. Property Websites

3.1 | Property Website Analytics

Find out how many people your website is reaching!


Property Website Analytics give you and your customers an insight into how many people your property website has reached.


To see website analytics, log into Aryeo and open up the listing page for the property you want to view. Once you’ve opened the listing, look for the property website section and click the drop down arrow. This will reveal a button which reads “View All Listing Stats”




A page will open up displaying all of the stats on your property website.



In the top right corner there is a button which will give you the opportunity to pick a specific date range to see exactly the analytics data you want.


The data you can see on the Analytics page includes:

  • Site Uniques – how many total people have viewed the site

  • Site Views – how many times total the site has been viewed

  • Average Time on Site

  • Bounce Rate – percentage of people who visit a page and then leave immediately after getting to the page

  • Current Visitors – if someone if currently viewing the site you will be able to see that

If you scroll down…



On the bottom of the page you will see some different stats as well:

  • Content – where within the website the customer viewed

  • Referrers – other websites that viewers of the property websites are visiting from

  • Device Type

  • Browser

  • Country

You can open an analytics page for any of your active websites to check out the stats!


Goal completion coming soon!



4. Sold! Now What?

4.1 | Deactivating Tours

Whereas your listing will drop off the MLS when you mark a house as sold, your tour remains online! Thankfully, you can deactivate your virtual tour website for properties that have sold.

How do I deactivate a tour?

  • Once you’re logged into your client panel, select the relevant Tour from amongst all of your Tours:

  • Click the “Deactivate Tour” link on the top right-hand side:

  • When you deactivate a TourMe Tour, the tour is no longer available on the internet, but the photos and tour itself are kept on the TourMe server, and can be reactivated without charge, at any time.

How Do I Re-activate my tour?

If you have to list the home you sold again, you can resurrect your deactivated tour to the internet. Tours cannot be reactivated through your client panel. You will need to contact to have your tour reactivated.

Why should you should deactivate your tour website?

Deactivating your tour ensures the privacy of the new owners of the home you listed. Most new home owners don’t think about this, but the inside of their home may be fully visible via the tour that you created to sell that home. This presents a potential security threat.

Deactivating old tours also removes the clutter from your active Tours as viewed through the “view all my tours” link on each tour + the webpage that contains a list of all your Tours [see example], allowing potential buyers to find your Active Tours. deactivating an old tour will stop the monthly statistic emails being sent to your inbox 

Why would I want to leave my Sold tour active?

You may need to keep your best listings in certain price brackets as active tours to showcase to potential clients as part of your portfolio.

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