Recently, we have had a few calls from members who are experiencing difficulty in establishing a connection with their clients. Below you’ll find a quick guide to troubleshooting client connections on UtahRealEstate.com.
When adding a client to your address book, or when sending a client a property list for the first time, the system prompts to send an invitation to your client.
This invitation either prompts the client to create a password (if they have never registered their email address), or prompts them to log in and accept the invitation (if the have previously registered their email address). Here is a video that shows the process from the client’s perspective:
If a client is having a hard time connecting, it can be challenging to know just what to communicate with clients. Here are the top 5 problems, and their solutions, for client connections.
1. My clients says that they have accepted the invitation, but the status in my address book still shows as Pending.
Your client can log into their account and confirm their connection with you. To do this, they should log in to UtahRealEstate.com using their full email address and password, and click on Dashboard and then Connections.
They should see your name in the list. To confirm the connection with you, they should click on Confirm.
This should complete their connection, and you should see their connection status in your address book as showing Profile.
2. My client isn’t receiving the invitation email.
Have your client check their Spam or Junk Mail folder. Most likely, the invitation email has been marked as spam. If it has, have your client select Not Spam or Not Junk, and it should remember their choice in the future. If they still can’t find the invitation email, ask your client to add your email address as a Safe Sender, or to add a filter to their email so that emails from you are not marked as spam.
Once this is done, resend the invitation to your client. To do this, click on Clients, and then Address Book. Find your client in the list. Put a check next to the client, click on View Details, and then click on Resend Invitation. You an also forward your copy of the invitation to the client, as your copy of the invitation contains the same link that the client can use to create a client account.
If your client is still not receiving the invitation email, or if they are unable to get the link in the email to work, they can establish a client account manually. To do this, ask your client to go to www.UtahRealEstate.com, click on Join in the top right corner enter their information to create a client account. Once they have created a client account, have them log into the client account and click on Dashboard, and Connections, and click on Confirm to complete the connection with you.
3. My client cannot remember their password.
Your client’s username is their full email address. If they cannot remember their password, ask them to use the Reset it link on the login page. We will send them an email with a link to reset their password.
4. My client isn’t receiving the Auto Hotsheets.
Make sure that your client has a connection with you. To do this, click on Clients, and then Address Book. Find your client in the list. If it says Profile to the right of the client, then your client has a connection with you, and will receive the auto hotsheets. If it says Pending, then the client has not yet accepted the invitation. To resend the invitation, put a check next to the client, click on View Details, and then click on Resend Invitation. If it says No, then you have not sent an invitation, or the connection was removed. You will need to click on View Details and send a new invitation.
5. My client wants to change their email address.
When your client accepts the invitation, and creates a client account on UtahRealEstate.com, their username is their full email address. If you were to go to your address book and simply change the email address for your client, it would not change the client’s login to the MLS. This can create a lot of confusion for the client.
If the client needs to change or update their email address, we recommend that you add a new address book entry for the client using the new email address, send an invitation, and establish a new connection. This way, the client will be able to login using the new email address. (You should also remove the old entry for the client from your address book, to minimize confusion).
However, there are some drawbacks: Anything that your client has saved in their old client account, including property lists, favorite properties, and comments, will not be transferred to their new client account. They will be able to view only the property lists that were sent after the email address change, and they will have to recreate any favorites that they have saved. Also, you will need to re-associate the client with any Auto Hotsheets that they have been receiving.
You can find more information and guides to UtahRealEstate.com in our Tech Tips, Training Videos, and our Help section. We also have training classes available in person and online at Praedo.com (click on Continuing Education, and look for the UTRE free classes).
If you have any questions, or suggestions for future tips, please contact our Technical Support department at firstname.lastname@example.org, or by calling 1-800-236-1462, between 8am and 5:30pm, Monday through Friday. Thanks!