KW Support Cheat Sheet: Who to Contact for Common Issues

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 If your Recovery Email is outdated or not provided, your MC Leadership can update it in White Pages for you.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.

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: 

• You will have 30 days to move any emails and files from your Gmail and Google Drive to another account before access is disabled.
• 90 days after your roles have been removed, your @kw.com Google account will be permanently deleted.

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.

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. 

Agent roles may need to be re-saved in WinMORE. Complete the steps below to make them visible. 

1. Locate the associate's profile in your WinMORE system
2. Be sure that an "A" for active is selected in their profile
3. Click SAVE (regardless of whether or not you have made any changes/updates)
4. Clicking SAVE will reset the roles, and then you should be able to immediately view them in your Intranet Office Roster

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.

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 Command training courses for sale in Marketplace offered by KWRI Enablement.

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.

Home insurance quotes, questions

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 inquiries, support

Questions about joining KW Young Professionals; non-technical support for existing KW Professionals agents

Questions about KWU courses and instructor support

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, roster@kw.com, 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

This 4-week quick-start Command training program is offered as part of the MAPS R2 Engagement program. MC Leadership can contact MAPS for new R2 recruit eligibility.  

Questions about specific marketing materials. Requests for color and font information regarding KW branding. Issues with Leadership newsletters (e.g. not receiving or removal from mailing list).

Creating or updating MC Logos

WinMORE, Greensheet and compliance how-to's. Transferring or entering new agents, general MCA accounting help.

MegaCamp information, registration, ticket purchase, agenda details, event inquiries

Outfront Magazine questions and requests

Help updating banking info or mailing address for profit share checks. Issues receiving profit share checks.

KW merchandise products sold through the online store or KW conferences. Contact for questions, payments, exchanges & returns.

Something wrong in Reports section

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

Troubleshooting help with KW technology or software.

Agent transfer forms, agent sponsorship changes