Why isn't my virtual tour or video showing up?

Where your virtual tour or video appears depends on whether you're looking at a property detail page on your website, or a Home Search Tool / mobile app page.

Note: Viewing virtual tours and videos is available on both desktop and the Luxury Presence Mobile App. Manually adding or editing a virtual tour or video is only available on desktop, since Content and Properties aren't available in the Luxury Presence Mobile App.

Whether a virtual tour or video shows up automatically depends on where it's being viewed. Your website's property detail pages are built from your Content → Properties records, which only sync automatically from the MLS (Multiple Listing Service) under specific timing conditions. The Home Search Tool and the Luxury Presence Mobile App work differently — both pull property data directly and continuously from your MLS feed, so a virtual tour or video that's present in the MLS will automatically appear there, even if it hasn't synced to your property detail page.

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How virtual tours sync to your website

Virtual tour links from the MLS can automatically appear on a property detail page in the Presence® Platform, but only if the virtual tour link was included in the MLS data before that listing first synced to your website.

When virtual tours sync automatically

Virtual tour links pull from the MLS automatically when:

• The virtual tour link was included in the MLS listing before that listing first synced to your Presence® Platform website
• MLS sync is still active for the listing — the Virtual Tour sync toggle has not been disabled

In this case, no manual action is needed — the virtual tour link will appear automatically on the property detail page.

When virtual tours do not sync automatically

Virtual tour links will not automatically appear on a property detail page if:

• The virtual tour link was added to the MLS after the listing had already synced — the link needs to be added manually
• Your MLS feed does not pass virtual tour URLs to the Presence® Platform
• The Virtual Tour sync toggle has been disabled for that listing
• The video is a YouTube or Vimeo link — these are not synced from the MLS and must be added manually

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How virtual tours sync to the Home Search Tool and mobile app

The Home Search Tool and the Luxury Presence Mobile App pull property data directly from your MLS feed — they do not use the Content → Properties records that power your property detail pages. Because of this, a virtual tour or video will automatically appear on the Home Search Tool and in the mobile app as soon as it's present in the MLS, regardless of when the listing first synced.

Important: Manually adding a virtual tour or video through Content → Properties only affects the property detail page on your website. It will never appear on the Home Search Tool or in the mobile app, since those pages are fed directly by the MLS and don't read from your Content → Properties records. The only way to get a virtual tour or video onto the Home Search Tool or mobile app is to have it added to the MLS listing itself.

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How to manually add a virtual tour or video to your website

To add a virtual tour or video to a property detail page on your website, follow these steps:

1. Navigate to the Presence® Platform.
2. In the left-hand menu, click Content to expand the submenu, then select Properties.
3. Use the search bar to find the listing, or click it from the list.
4. Scroll to the Virtual Tour or Property Video section.
5. If the field is grayed out, toggle off Virtual Tour Sync (or Property Video Sync) and click Turn Off Sync to confirm. This disables MLS sync for that specific field only — the rest of the listing remains synced.
6. Paste the virtual tour URL or upload the video file.
7. Click Save in the top-right corner.

Your virtual tour or video appears on the property detail page immediately after saving.

Note: This is only available on desktop — Content and Properties are not available in the Luxury Presence Mobile App. Manually adding a tour here only updates the property detail page; it will not appear on the Home Search Tool or in the mobile app.

Note: Disabling sync for the Virtual Tour field only stops automatic updates for that field. All other listing data — price, status, images, and description — continues syncing from the MLS unless you disable those fields separately.

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What types of virtual tour and video links are supported

• MLS virtual tour links — can sync automatically to your property detail page, the Home Search Tool, and the mobile app if present in the MLS before the listing's first sync (see conditions above for property detail pages; the Home Search Tool and mobile app sync directly and continuously from the MLS)
• YouTube links — must be added manually to a property detail page; not synced from the MLS, so these will not appear on the Home Search Tool or in the mobile app
• Vimeo links — must be added manually to a property detail page; not synced from the MLS, so these will not appear on the Home Search Tool or in the mobile app
• Matterport and other 3D tour platforms — typically provide an embed URL; add manually to a property detail page in the Virtual Tour field — these also will not appear on the Home Search Tool or in the mobile app unless the same link is present in the MLS

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FAQs

The virtual tour link was added to the MLS after my listing first synced — will it ever automatically update?

It depends on where you're looking. On your property detail page, no — once a listing has synced, a virtual tour link added to the MLS afterward will not automatically populate, and you'll need to add it manually (see "How to manually add a virtual tour or video to your website" above). On the Home Search Tool and in the mobile app, yes — since those pages pull directly and continuously from the MLS, the virtual tour will appear automatically as soon as it's in the MLS data, regardless of sync timing.

Why does my virtual tour show up on my website but not in the mobile app (or the other way around)?

This happens because your property detail page and the Home Search Tool/mobile app pages pull virtual tour data from two different sources. If you manually added a virtual tour or video through Content → Properties, it will only appear on the property detail page — it will never show up on the Home Search Tool or in the mobile app, since those pages read directly from the MLS feed, not from your Content → Properties records. For a virtual tour or video to appear on the Home Search Tool or in the mobile app, it must be present in the MLS listing itself.

Does disabling Virtual Tour sync affect the rest of my listing?

No. Disabling sync for the Virtual Tour or Property Video field on a property detail page only stops automatic MLS updates for that specific field. All other listing data — including price, status, description, and images — continues to sync from the MLS unless you disable those fields separately. This setting only affects your property detail page; it has no effect on the Home Search Tool or the mobile app, since those don't use this field at all.

Can I re-enable Virtual Tour sync after adding a tour manually?

Yes. To re-enable Virtual Tour sync for a property detail page, return to the property in Content → Properties, find the Virtual Tour section, and toggle Virtual Tour Sync back on. Be aware that re-enabling sync will overwrite your manual entry with whatever data is currently in the MLS for that field.

Can Luxury Presence update my listing's virtual tour for me?

Our support team cannot directly update your MLS data — your MLS listing must be managed through your MLS board. However, our support team can help you manually add a virtual tour link to a property detail page in the Presence® Platform if you contact us with the listing address and tour URL. To get a virtual tour showing on the Home Search Tool or in the mobile app, the tour link needs to be added to the MLS listing itself, through your MLS board.

Can I view and manage virtual tours and videos from the mobile app?

You can view virtual tours and videos on the Home Search Tool and mobile app pages, since those sync directly from the MLS. You cannot manually add or edit a virtual tour or video from the mobile app, since Content and Properties aren't available there — that has to be done on desktop, and it only affects the property detail page, not the Home Search Tool or the mobile app.

How do I contact Luxury Presence support about virtual tours or videos?

You can reach our support team through any of the following:

• Live chat via the Presence® Platform (fastest)
• Email: support@luxurypresence.com (general) / billing@luxurypresence.com (billing)
• Phone: 310-955-1077, option 2 (Monday–Friday, 6:00 AM–6:00 PM PT)