If you've noticed AI credits being deducted while an Immersive Tour upload is failing, here's what's happening and how to get it resolved.
How Credit Deductions Work for Immersive Tours
roomvu only charges AI credits for an Immersive Tour once it has been successfully generated. If the generation fails for any reason, no credit is deducted. You should not be losing credits on failed attempts under normal circumstances.
When Duplicate Charges Can Happen
There is one specific situation where you may be charged more than once for what feels like the same listing: importing the same property through different methods.
If you import a listing once through the roomvu dashboard and then import the same property again through a different route, such as via a Zillow link, our system treats these as two separate listings because each import is assigned its own unique ID. If you attempt to generate an Immersive Tour on both versions of that listing, the system has no way to recognize them as the same property and may charge credits for each attempt.
This is the most common reason agents see unexpected credit deductions related to Immersive Tours.
What to Do
If you believe you've been incorrectly charged:
Check your listings dashboard and confirm whether the listing you're using to generate the Immersive Tour is the same listing entry you've used before, or whether a duplicate exists under a different ID
If you find duplicate listing entries for the same property imported through different methods, that is likely the cause
In either case, please reach out to the roomvu support team and we'll review your account and credits