Support
We’re here
to help.
BuilderSwipe is built and supported by a real team. Whether you’re a buyer, realtor, sales counselor, Capture Partner, or builder, reach us directly and we’ll take care of you.
Email support[email protected]Response times
We reply to most messages within one business day. Time-sensitive issues (Capture Partner payments and active deliveries) are prioritized and typically answered same business day. We’re in Central Time.
Frequently asked questions
Account & access
I can’t sign in / didn’t get my link+
BuilderSwipe uses passwordless sign-in. Enter your email and we send a secure one-time link. If it doesn’t arrive in a minute, check spam and promotions folders, confirm you used the same email you signed up with, and request a fresh link (older links expire). Still stuck? Email us and we’ll get you in.
How do I update my profile or role?+
Open your profile from the app to edit your details. If your role is wrong (for example, you signed up as a buyer but you’re a sales counselor), email support and we’ll correct it.
How do I delete my account?+
Email [email protected] from your account address and we’ll delete your account and associated personal information, subject to legal retention. See our Privacy Policy.
Video uploads
My upload is stuck on “Optimizing…”+
“Optimizing” means the video is still being processed (or the upload didn’t fully finish). Large 4K files on cellular can stall, so we recommend recording in HD/1080p and keeping the app in the foreground until the video finishes. If a video stays stuck, use Re-upload video on that home to replace it, then upload again. Your original is preserved in our records. Nothing is lost.
My upload failed or lost connection+
Uploads are resumable: if your connection drops, the app reconnects and continues where it left off when you’re back online, or you can tap Retry. If it won’t recover, the safest fix is to re-upload that home.
What video should I capture?+
Real inventory-home walkthroughs in vertical HD/1080p. Video is the product: clean, steady, well-lit walkthroughs of actual homes.
Capture Partners
When and how do I get paid?+
Payouts are tracked per home and marked paid as deliveries are completed and approved. You can see the status of each assigned home. Questions about a specific payout? Email us with the order and address and we’ll look into it the same business day.
How do assignments work?+
You’ll be assigned homes within an order, capture each walkthrough, and upload it through the app. A home moves from assigned → uploaded → reviewed → delivered as it’s processed.
I uploaded to the wrong home+
Use Re-upload video / Replace on the affected home to detach the incorrect video (it’s kept in the audit trail), then upload the correct walkthrough. If you need help, email support.
Realtors & buyers
What is a realtor-safe link?+
A realtor-safe link lets you share a home’s walkthrough video without exposing any builder, owner, sales counselor, or pricing identity. It’s designed to protect your relationships. Send it to a client with confidence.
A shared link isn’t working+
Links can be revoked or replaced if a video is updated. If a link no longer works, ask the sender for the current link, or email us with the link and we’ll help.
Builders
How is our media protected?+
Every video is governed by our Rights Ledger, a default-deny permissions model: media is only shown where there is an explicit, recorded permission. Work captured for your company is attributed to you and never placed in the public feed without a specific, approved grant. See our Privacy Policy.
How do we get our communities and homes added?+
We’re onboarding builders across Texas. Email us and we’ll walk you through adding your communities, plans, and walkthrough video.