Support
Help with your shoots, your account and your bill
Most of what comes up is answered below. If it isn't, email a person — there is no ticket form and no bot in the way.
Email us
We aim to reply to every email within one working day, Monday to Friday, Eastern Time.
There is no phone line. A written thread with the project name in it gets a shoot unblocked faster than a call does, because whoever picks it up can see exactly what you saw.
Reporting a problem with a shoot
Four things turn a report into a fix on the first reply rather than the third:
- The project name, and the scene number if it is one scene rather than all of them.
- What you expected and what came back. A screenshot of the tile is ideal.
- Your browser and operating system — conversion and bracket merging run on your machine, so this genuinely narrows it down.
- Whether it has happened once or every time.
Don't re-upload the shoot before writing. Failed scenes keep their originals, so we can look at exactly the file that failed and you can resume the run afterwards without paying for the images that already worked.
Common questions
Getting your files in
What can I upload?
Drop the card. RAW from every major body — CR2, CR3, NEF, NRW, ARW, DNG, RAF, ORF, RW2, PEF, SRW and more — plus HEIC, TIFF, JPEG, PNG, WebP and AVIF. There is nothing to convert first and nothing to rename.
Do my RAW files get uploaded?
No. Your browser reads each RAW, converts it, and merges bracketed frames on your own machine. Only the finished JPEG for each room is uploaded. A 4GB card typically becomes about 150MB on the wire, and the RAW never leaves the computer.
It grouped the rooms wrongly.
Use the scene menu to split a group into single frames or remove it entirely. Prepared scene JPEGs are saved to the project as the shoot is read, but no enhancement starts and nothing is charged until you press Enhance.
How does it know what's a bracket?
From the EXIF your camera already writes: the gap between frames, repeating exposure compensation or shutter speeds, and changes in focal length or aperture. Frames with no EXIF at all are treated as separate rooms, which is the safe direction to be wrong in.
Is there a size limit?
24MB per frame after conversion, and 60 rooms per project. A property larger than that splits cleanly across two projects.
Running a shoot
How long does it take?
Every ready room is submitted together rather than in fixed-size batches. Each one typically takes about thirty seconds once the provider starts it, and the studio shows everything in flight with an estimate that corrects itself from your own shoot as results arrive.
Can I close the tab?
Yes. Once a scene finishes saving, it is available from the project on another device. Accepted enhancements continue in the background, and reopening the project reconnects to their live status automatically. Closing during the initial RAW preparation or upload can still interrupt scenes that have not finished saving. Finished rooms are never re-charged.
A room failed. What now?
Press Resume, or open that room and re-run it on its own. Failures are usually a single bad frame or a provider timeout rather than something about the property, and a retry costs one image.
I changed the settings and re-running gave me the same picture.
Use Re-run inside the room you changed rather than Resume. Resume deliberately skips rooms that are already finished — that guard is what stops a retry on a finished forty-room shoot from billing the whole thing again — and re-running a single room is the way past it.
My bracket came back with ghosting.
The merge assumes a tripod and does not align frames. Anything that moved between exposures — a hand-held set, a tree in the wind, a person walking through — will show. Shoot that room on a tripod, or send the single best exposure on its own.
The results
Will it add or remove anything in the room?
Standard corrections tell the model to make only the requested edits and otherwise preserve the exact composition, property contents, window views and photographed sky. Camera removal and privacy blur are deliberate tools you control.
Will the download match my original pixel dimensions?
For new uploads, standard enhancements are exported at the camera frame's original pixel dimensions. The AI works on a smaller proxy, while a separate full-resolution delivery master supplies the native detail at download. Projects uploaded before this system need to be imported again for that guarantee. Camera removal and privacy blur are exceptions because restoring untouched source pixels could also restore what you asked us to remove.
Can I use it on 360s?
Yes, and you should check the seam before publishing to a tour. The left and right edges of an equirectangular frame have to line up, and nothing in the pipeline guarantees they still do after an edit. The studio flags this on every 360 rather than leaving you to find it in the viewer.
Can I save my settings?
Save them as a preset and apply it to every future project in one click. You can also override the settings for a single room without disturbing the rest of the shoot.
Who owns the edited images?
You do, on every plan, with full commercial rights. We claim no ownership of anything you upload or anything that comes back.
Account and data
I never got my sign-in code.
Check spam first, then confirm the address. Codes expire after ten minutes, so request a fresh one rather than reusing an old email. Only the newest code works. If you first signed up by email and later use Continue with Google on the same address, it is the same account and your projects will all be there.
How do I delete a project?
Delete it from the dashboard. That removes the project record, every room in it, and all stored source, proxy and enhanced files. It is immediate and it cannot be undone — download anything you still want first.
How do I close my account?
Open Settings and choose Delete account. This removes your projects and credits and cancels any active subscription. Download anything you want to keep first. If you need help, email hello@northernlayer.com.
How do I keep the credits I bought without signing up?
Your account is created automatically after payment and the studio opens immediately. Use your checkout email with an email code or Google whenever you want to sign in on another device. If that email already belongs to an account, verification links the new purchase safely. Unpaid checkout accounts are cleared when you return without paying, or when checkout expires if you close the tab. Paid accounts are kept.
Where are my photographs stored?
Your account and project records are in a database in Western Europe; the image files are in Cloudflare R2 in North America. The privacy policy sets out who else touches them and why.
Plans and billing
Can I pay once without subscribing?
Yes. Get 100 edits for $29 USD with a one-time payment. Credits never expire, and there is no subscription or automatic top-up. Buy another pack only when you need it.
What counts as an image?
One finished room. A bracketed room is three or five frames off your card, and we merge them before editing — so it counts once, not three times. A forty-room property is forty images.
Is annual cheaper?
Yes — pay for ten months and get twelve, on any plan. The annual plans also grant the whole year's images the day you subscribe rather than metering them out monthly, which suits a trade where spring is flat out and January isn't.
What happens if I go over?
Nothing is charged automatically for extra edits. Check your remaining balance in the studio, then buy another 100-credit pack or choose a larger subscription. Failed edits return their credit.
Can I cancel?
Subscriptions can be cancelled any time from your account. You keep the subscription allowance until the end of the period you've paid for. One-time credit packs never renew, so there is nothing to cancel.
Will it invent things that aren't in the room?
Standard corrections preserve the composition, furniture, fixtures, window views and photographed sky. Camera removal and privacy blur are the deliberate tools that alter visible content, and you control both.
Does it handle RAW and brackets?
Yes — CR2, CR3, NEF, ARW, DNG, RAF, ORF, RW2 and more, plus HEIC, TIFF and JPEG. RAW conversion and bracket merging both happen in your browser, so you drag in the whole card and nothing else changes about how you shoot.
Still stuck?
Email hello@northernlayer.com. Include the project name and we'll pick it up from there.
Email support