KW Support Cheat Sheet: Who to Contact for Common Issues

Not sure who to contact for support? While KWRI Technical Support is happy to help, they may not be the right team for every issue, as many activities are managed at the Market Center level or by designated teams throughout KW. 

Tech Support generally provides Command troubleshooting, bug tracking, listings support, email administration, and account login support. For Command training and onboarding, several excellent resources are outlined below. There's also an MCA Support Team just for Market Center Administrators.

To help you find the right info quickly, this guide is broken down into three sections below:

• Agent Support Cheat Sheet 
• MCA Support Cheat Sheet 
• Contact Information for KW Departments & Vendors
  
  

Agent Support Cheat Sheet

Support Issue	Answers Link	Notes and Helpful Tips
Technical Issues: Bugs Errors Unexpected Behavior	Command Support	For the quickest help, please submit a ticket through our web form here. You can also hop into Live Chat with us by clicking the Support button in Command, M-F 9am-5pm CT.
Password Reset: MYKW Command Kelle KWConnect	Log in to Command	Agents can use the "Forgot Password" link on the login pages. This sends a reset link to the Recovery Email on file in your White Pages account. If your Recovery Email is outdated or not provided, your MC Leadership can update it in White Pages for you. Agent-facing logins require the Username listed in White Pages, not an email address. However, the consumer-facing login on kw.com requires your clients to enter an email address, which syncs back with their accounts in the KW Consumer app.  Note: Kelle app is being discontinued (to be replaced with Command Mobile). Limited functionality expected.
Gmail Password Reset @kw.com Email Password Reset	Change Your KW Email Password	Getting an "Account Disabled" or "Unable to Verify Account" error in Gmail? Per Google Security Policy, KWRI Tech Support must verify the account owner and temporarily unlock your Gmail account during a 10-minute timeframe. Please start a Live Chat session in Command (M-F 9am-5pm Central) to request help with this.
DocuSign Password Reset	Related Guides: Connect Your DocuSign Account in Command Connect Your Market Center DocuSign Account	Live Chat with Tech Support in Command (M-F 9am-5pm Central) to request a DocuSign Password reset. This will allow your security questions to be reset as well.
DocuSign Account Suspended	-	If you had a previous DocuSign account before creating one within Command, an account suspension error is likely associated with your previous account. Please contact DocuSign at 888-600-4146, or by email at [e-mail], and ask that they close your previous account, as well as any existing rooms and eSign accounts.
Command Training for Agents and Teams	Command Your Business: Guided Learning Paths	Excellent Self-Paced Learning: Welcome New Associates, Tech-Enabled Agent, and Command Your Business Market Center Training: Contact your Tech Coordinator or Regional Tech Trainer (RTT) for details Live Workshops: Email [e-mail] or visit Command Marketplace -> Training and Enablement How-To Articles: KW Answers and KW Connect
Resubscribe to KW Emails	Resubscribe to KW Emails	Accidentally unsubscribed or stopped receiving corporate emails from KWRI Headquarters? After checking spam/junk, resubscribe here.  Emails sent specifically to Regional and MC Leadership are not included in this category. To receive these emails, you must have the appropriate leadership role added to your White Pages profile. Contact your MCA for help.
Leaving KW	What Happens to My KW Email After Leaving KW? What Happens to My Agent Site After Leaving KW?	As soon as the MCA deactivates your agent role in White Pages/WinMORE:  You will have 30 days to move any emails or content from your Google Drive to another account, and then the account will be disabled. 90 days after your roles have been removed, the @kw.com Google account will be permanently deleted and other agents will be able to claim your email address.
Command Profile Information - Where is it Pulled From?	Consumer-Facing Reference Guide	Command Profile data is pulled from the KW Connect profile.  The KWConnect Profile information is pulled from White Pages. Agent Sites, Landing Pages, Designs, SmartPlans and Campaigns agent profile information is pulled from the Marketing Profile and Kelle Guide.
Can't Access Profit Share 1099s and Tax forms	Access Your Electronic Profit Share 1099 / T4A Tax Forms	Active agents can pull 1099s directly from White Pages. Vested Retired (VR) agents have access to mykw.kw.com as long as they have a VR role in White Pages. MCAs can contact Support to change or update White Pages information for a VR agent.
Tech Fee Billing Questions	-	Agents will need to work with the MCA or MC Leadership. Issues and questions related to incorrectly-billed fees can be sent to [e-mail].

 

MCA Support Cheat Sheet

WinMORE CloudMORE Compliance Transmittal CAP Status Production Numbers Sponsorship Changes  Profit Share Greensheets	Command MC Opportunities (Compliance)	Contact [e-mail] for all things Compliance. If the reporting is incorrect, please contact [e-mail].
Team Administration Tool	Access the Team AdministrationTool (MCAs)	Need to set up a team in Command? All actions to edit a Team roster must be done in the Team Administration tool by an MCA before the changes will reflect in Command. Tech Support is unable to make changes to the Team Administration Tool, and unfortunately cannot make changes to a Team.
Setting up Smarter Agent IDX for MC	Request a New Market Center IDX Feed for Command (Leadership)	This article contains instructions to request a Smarter Agent IDX to be set up for your Market Center. This should be completed by the MCA or Regional Leadership.
ListHub Connector Account SetUp	KWLS Knowledge Base	Listings can be inputted into KWLS 1.0 one of two ways:  Manually if an MC does not have a Listhub connector or the MC is in Canada where Listhub is not available Automatically if the MC pays for a Listhub connector for a given MLS Ensure that Regional or MC Leadership has approved and purchased the ListHub connector, then set up the ListHub Account for the whole Market Center. Tech Support cannot assist with ListHub administration. Note: This can be a lengthy process. Please plan ahead to allow enough time to get set up and minimize the impact to your agents.
Agent MLS ID- Add or update	Add or Edit an Agent MLS ID in White Pages (MC Leadership)	Needs to be updated when a new MLS is added or the MLS merges and new ID’s are created.  Check ListHub Exceptions report to see if agents are missing this info
Compliance Coordinator Role	Get Started with Compliance in Command (Leadership)- Compliance Coordinator FAQs	Anyone can be set up as a Compliance Coordinator. This role can also be assigned to multiple people at the same MC.
Assign a Compliance Coordinator	Assign the Compliance Coordinator Role to an Associate	Only the OP, TL or MCA can assign the Compliance Coordinator role.
Access Historical DotLoop Records	Request Historical Documents from Dotloop	For records before September 15, 2019, MCAs can email [e-mail]. Please see the article for complete instructions. Only MCAs can make this request.
Update White Pages for Agents	Add an Associate Role in White Pages (Leadership)	MC Leadership can search White Pages and update information for agents ACTIVE in WinMore.
Can’t find an ACTIVE Agent in White Pages (MC Leadership)	-	Agent roles may need to be re-saved in WinMORE. Complete the steps below to make them visible.  Locate the associate's profile in your WinMORE system Be sure that an "A" for active is selected in their profile Click SAVE (regardless of whether or not you have made any changes/updates) Clicking SAVE will reset the roles, and then you should be able to immediately view them in your Intranet Office Roster
Update White Pages for MC Leadership or the Market Center	Add an Associate Role in White Pages (Leadership)	Regional Leadership must update the Market Center information. This includes adding leadership roles and updating Market Center White Pages information, such as the MC office address.
Incorrect MORE ID for Transferring Agent	-	Is a transferring agent's More ID showing the wrong number, or not showing as their primary number? Ensure that the previous MCA has entered an End Date in the agent’s WinMORE profile. Updates can take up to 24-36 hours.

Contact Information for KW Departments and Vendors 

Team	Email Address	Types of Support Provided	Website or Phone
Awards	[e-mail]	Awards questions, shipping awards	-
Billing	[e-mail]	Handle billing related questions for KW	-
Commercial	[e-mail]	Questions about joining KW Commercial, BuildOut, Commercial syndication sites, and non-technical support for Commercial agents.	kwcommercial.com buildout.com
Events	[e-mail]	Questions about events or materials, payments towards future events	-
Expansion	[e-mail]	How-to questions about expansion into new Market Centers	Expansion Systems Orientation Course (KW Connect)
Family Reunion	[e-mail]	FR billing, transferring tickets, ticket confirmation	familyreunion.kw.com
Finance	[e-mail]	1099s for profit share more than one year back, payment questions.	-
GPS	[e-mail]	GPS Memberships, questions & support	The ONE Thing GPS Guide
Keller Covered	Contact Form	Home insurance quotes, questions	[phone] or  [phone]  Invite Link for Clients
Keller Mortgage	[e-mail]	Loan servicing quotes & assistance	kellermortgage.com
Keller Offers iBuyer program KW Concierge	[e-mail]	Questions about Keller Offers or KW Concierge	kelleroffers.com
KPA	[e-mail]	Support for KPA Assessments	kwconnect.com/page/kpa
KW Cares	[e-mail]	How to donate and how to request help. General inquiries about the non-profit.	General: [phone] DISASTER HOTLINE: 1-866-591-2737 kwcares.org
KW Kids Can	[e-mail]	General inquiries, support	kwkc.org
KW Marketplace	[e-mail]	Questions about the apps or products for sale in the Marketplace	marketplace.kw.com
KWRI Success Team (Command Training)	[e-mail]	Questions about Command training courses for sale in Marketplace offered by KWRI Enablement.	Coaching & Training
KW Young Professionals	[e-mail]	General inquiries, support	kwyp.org
KWU	[e-mail]	Teaching classes or products questions	kwconnect.com/page/kwu
Land (Formerly Farm and Ranch)	[e-mail]	Questions about KW Land Memberships; non-technical support for Land agents	kwland.com
Launch	[e-mail]	For new Market Centers within 120 days of opening. All Support requests and issues will be handled by the Launch Team.	-
Legal	[e-mail]	Lawsuits, compliance, [e-mail], website compliance issues	-
Luxury	[e-mail]	Questions about joining KW Luxury; non-technical support for existing Luxury agents	kwluxuryhomes.com
MAPS	[e-mail]	Coaching, Productivity Coach roles, Bold info, Masterminds, Mastery and Group Coaching. All questions and materials NON BOLD-related.	[phone] [phone] mapscoaching.com
MAPS-BOLD	[e-mail]	BOLD Classes, Coaching, Material requests for BOLD programs, Questions abot BOLD and issues with access to BOLD programs and materials	512-439-8836
JUMP Start Command Training	[e-mail]	4 week quick-start program to onboard agents into Command. Available for individual agents and teams.	-
Marketing	[e-mail]	Questions about specific marketing materials. Requests for color and font information regarding KW branding. Issues with Leadership newsletters (not receiving or removal from mailing list).	-
Market Center Logos	[e-mail]	Creating or updating MC Logos	kwredlabel.com
MCASupport	[e-mail]	WinMORE, Greensheet and compliance how-to's. Transferring or entering new agents, general MCA accounting help.	Compliance & Commissions FAQs (Leadership)
MegaCamp	[e-mail]	MegaCamp information, registration, ticket purchase, agenda details, event inquiries	megacamp.kw.com
Outfront Magazine	[e-mail]	Outfront Magazine questions and requests	outfront.kw.com
Profit Share Returns	[e-mail]	Help updating banking info or mailing address for profit share checks. Issues receiving profit share checks.	-
Red Label Store	[e-mail]	KW merchandise products sold through the online store or KW conferences. Contact for questions, payments, exchanges & returns.	kwredlabel.com
Reports	[e-mail]	Something wrong in Reports section	-
Smarter Agent IDX	-	Assistance with setting up Smarter Agent IDX Build Requests for the MC.Setting up either new MLS for a MC or setting up a new MC with the appropriate MLS feeds	Request a New Market Center IDX Feed for Command (Leadership)
Technical Support	Submit a Request	Troubleshooting help with KW technology or software.	KW Answers
Vendor Relationships	[e-mail]	Vendor questions, past vendor renewals	-
WinMORE Admin	[e-mail]	Agent transfer forms, agent sponsorship changes	-