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
Notes and Helpful Tips
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.
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 If your Recovery Email is outdated or not provided, your MC Leadership can update it in White Pages for you.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.
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.
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 email@example.com, 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|
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.
As soon as the MCA deactivates your agent role in White Pages/WinMORE:
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.
Can't Access Profit Share 1099s and 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 firstname.lastname@example.org.
MCA Support Cheat Sheet
|Command MC Opportunities (Compliance)|
Contact MCASupport@kw.com for all things Compliance.
If the reporting is incorrect, please contact email@example.com.
Team Administration Tool
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
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:
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
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
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
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 MCASupport@kw.com. Please see the article for complete instructions.
Only MCAs can make this request.
Update White Pages for Agents
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.
Update White Pages for MC Leadership or the Market Center
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
Types of Support Provided
Website or Phone
Awards questions, shipping awards
Handle billing related questions for KW
Questions about joining KW Commercial, BuildOut, Commercial syndication sites, and non-technical support for Commercial agents.
Questions about events or materials, payments towards future events
How-to questions about expansion into new Market Centers
FR billing, transferring tickets, ticket confirmation
1099s for profit share more than one year back, payment questions.
GPS Memberships, questions & support
|The ONE Thing GPS Guide|
Home insurance quotes, questions
(833) 600-0653 or
Loan servicing quotes & assistance
Questions about Keller Offers or KW Concierge
Support for KPA Assessments
How to donate and how to request help. General inquiries about the non-profit.
General: (512) 327-3070
KW Kids Can
General inquiries, support
|Questions about the apps or products for sale in the Marketplace||marketplace.kw.com|
KWRI Success Team
Questions about Command training courses for sale in Marketplace offered by KWRI Enablement.
|Coaching & Training|
KW Young Professionals
General inquiries, support
Teaching classes or products questions
Land (Formerly Farm and Ranch)
Questions about KW Land Memberships; non-technical support for Land agents
For new Market Centers within 120 days of opening. All Support requests and issues will be handled by the Launch Team.
Lawsuits, compliance, firstname.lastname@example.org, website compliance issues
Questions about joining KW Luxury; non-technical support for existing Luxury agents
Coaching, Productivity Coach roles, Bold info, Masterminds, Mastery and Group Coaching. All questions and materials NON BOLD-related.
BOLD Classes, Coaching, Material requests for BOLD programs, Questions abot BOLD and issues with access to BOLD programs and materials
JUMP Start Command Training
4 week quick-start program to onboard agents into Command. Available for individual agents and teams.
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
Creating or updating MC Logos
WinMORE, Greensheet and compliance how-to's. Transferring or entering new agents, general MCA accounting help.
|Compliance & Commissions FAQs (Leadership)|
MegaCamp information, registration, ticket purchase, agenda details, event inquiries
Outfront Magazine questions and requests
Profit Share Returns
Help updating banking info or mailing address for profit share checks. Issues receiving profit share checks.
Red Label Store
KW merchandise products sold through the online store or KW conferences. Contact for questions, payments, exchanges & returns.
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)|
Troubleshooting help with KW technology or software.
Vendor questions, past vendor renewals
Agent transfer forms, agent sponsorship changes