Listings pull to Command, KW.com, agent sites, apps, and Featured Listings from the MLS via an IDX feed. Is your listing in Command, but missing from My KWLS? Or is your listing active in the MLS, but not appearing in Command, kw.com or the KW Consumer app? This article covers the most common reasons that listings may not appear where expected, and how to handle each scenario.
How the process works
In order for listings to show up in Command, kw.com, and the KW Consumer app, the data must feed through three different systems. It all starts in the agent's MLS. Once a listing is entered in the MLS and given an active status, the MLS then sends out the data for that listing to everyone they have an agreement with. This includes us, KW. Our team then receives that information, cleans it up, and gets the data ready to be entered into our listing feed. After entering the data into the listing feed, it then populates in Command, kw.com and the KW Consumer app. Typically, this process can take a few hours from the moment your MLS sends out the data to the moment we display it on our platforms, though sometimes it may take longer.
What if my listing never made it to Command?
If this is the case, you won't find your listing anywhere in Command, kw.com or the KW Consumer app. Before you contact Tech Support, please make sure that your MLS is sending out a live feed for the listing that is missing. One way we check for this is by searching on other public real estate sites that also pull their listings directly from the MLS. Examples of these sites include Realtor.com and Redfin.com. If your listing comes up as Off Market or does not come up at all on either of these sites, then the issue is likely with your MLS. If your listing does appear on these sites, then please contact Tech Support and let them know that your listing is active in your MLS and other sites, but it is not appearing in Command, kw.com, or the KW app.
What if my listing is in Command, but not attributed to the listing agent or appearing under My KWLS tab in Command?
If this is the case, you should be seeing a red message in your My Listings tab within the Listings applet in Command that reads, "There are no Listings associated to your account."
However, you should still be able to find your listings if you switch over to the Listing Search tab within the Listings applet. See the screenshot above for an example.
If you are working in other applets within Command, such as Campaigns, you may switch between the Only My Listings filter to the All Listings filter to locate your listing.
If you can't find your listings in the My Listings section you will need to submit a sync listing request.
What if my listing is in Command, but not on kw.com, my agent site or the app?
Sometimes listings make to Command just fine, but they do not make it to the KW agent sites or the KW app. When this happens, the issue is usually with the coordinates we are receiving for the listing. If you are able to locate your listing with an active status in Command, but cannot find it on kw.com, your agent site, or the KW app, please contact Tech Support and provide them with the correct coordinates for the listing.
If your listing is in the Sold status, it will not display on KW.com, your KW agent site or app. Only reach out to KW Support if the listing is Active or in one of the Pending statuses.
What information does Tech Support need from me?
When listing issues arise and you need to contact Tech Support, it is always good to include the following information along with your ticket for at least one listing that is being affected. This will help the team work efficiently and minimize the turnaround time:
- MLS #(s)
- MLS Name(s)
- Listing Agent Name(s)
- Where is the issue, Command, kw.com, the KW app, etc.?
What happens once my listing is in Command and on KW.com?
Once your listing is in Command you can start using that listing data in different applets like Campaigns, Designs, and Opportunities.
Once your listing is on KW.com, your agent photo and contact information will be displayed to any potential clients who are viewing the listing from either an unbranded version of the KW App or viewing the listing on KW.com (without signing in to a profile with an associated agent).