Contact

We'd love to hear from you.

Sales, support, a render that came out wrong, or press — a real person reads every message and replies within 24 hours.

info@propreel.io

AI assistant

In-app, 24/7 — escalates to us

Response time

Within 24 hours

Privacy requests

privacy@propreel.io

What to send, depending on why you're writing

The difference between a reply that solves your problem and one that asks three questions first is usually two details. Here is what those are.

A video came out wrong

Send the listing address and roughly when you rendered it — that is enough for us to find the job, read its logs and see the exact script and shot list it used. If a specific line of narration or a specific shot is the problem, say which. Most output complaints are reproducible from the stored job, so a precise report usually gets a fix rather than an apology.

Billing, refunds or a plan change

Include the email on the account. Plan changes, cancellations and invoices are all self-serve from the billing page inside your dashboard, and that is faster than writing to us. Write in if a charge looks wrong or a payment failed and you cannot resolve it there — we have a three-day money-back policy and we do not argue about it.

Something in the product is broken

The page you were on and what you expected to happen. A screenshot helps more than a description. If a render failed, the listing address and time is enough — every job stores its own error.

Press, partnerships and data requests

The production-cost dataset is published openly under CC-BY, so you do not need permission to cite it. Write in if you want the underlying breakdown by photo count, a comment for an article, or to discuss an integration.

Before you write

Three of the most common messages have a faster answer than we can send you.

“How long will my video take?” — a few minutes of your time, then a render that depends on how many photos you use: roughly two and a half minutes plus about thirty seconds a photo, plus a few minutes for the AI-generated camera shots, and up to about twice that when the queue is busy. We email you when it is ready, and the full distribution is published.
“Can it pull my Zillow listing?” — no. Zillow, Realtor.com, Redfin and Domain block automated access, so download the photos and upload them. Pasting a URL can work for other sites, such as your own agency's listing page. The rest of what PropReel does not do is listed openly.
“What does it cost?” — free: 1 free video per accountwith no card (watermarked), then $19, $49 or $129. The plans are here, and the FAQ answers most of what arrives in the inbox.

Support questions, answered

How quickly does PropReel reply to support?

Within 24 hours, and usually the same working day. Pro and Agency plans are answered first. The in-app AI assistant runs around the clock and can check your quota, a specific render's status and your billing without waiting for a human; it escalates to us when it cannot resolve something.

Is there phone support?

No. Support is by email and in-app chat, which keeps a written record of the listing, the job and the exact output being discussed — that is what makes a render problem fixable rather than described. Agency plans get a dedicated contact.

What should I include if a video rendered badly?

The listing address and roughly when you rendered it. Every job stores its script, shot list, room detection and error state, so those two details let us reproduce the exact output you saw. Naming the specific line or shot that is wrong turns a report into a fix.

How do I delete my account and data?

Email privacy@propreel.io and we action it within 30 days, including removing your uploaded photos and rendered videos from storage. You can also delete individual listings from your dashboard at any time, which removes their files immediately.