Questions and Answers

General Questions

Q: I know an agent's name, how to search his / her properties?

A: Search agent's name directly and specify a suburb / city, all his / her properties in that suburb / city will be generated.

Q: I know a property company, how to search that company's properties?

A: Search that company's name directly and specify a suburb / city, all that company's properties in that suburb / city will be generated.

Q: How to search multiple suburbs?

A: Tick "Including surrounding suburbs" will generate search result from multiple suburbs close to your interested suburb. As this option is based on postcode analysis, currently is only available to Australia, New Zealand, United Kingdom, United States and Canada. For countries without this option, you can search your nearby city to broaden your search area.

Q: Why property price is not required in the search?

A: For fast and easy search, system automatically sorts the search result according to the uploading time of property listing or company profile, or updating time of property listing or company profile, whichever is later. In general, latest / new listing will show first. Gold listings will generally show on top of 1st page of the search result according to their targeting city / suburb.

Q: I like a few properties which I want to refer at later stage, how to note down these properties?

A: You can bookmark these properties' detail pages in your internet browser so you can access them easily in the future. Alternatively you can write down the property IDs so you can search the property ID directly in the future.

Q: I noticed certain website content used my copyrighted material, how can I do?

A: If you believe your copyrighted material has been used on our website without your authorization, you can either contact the involved agent using details from their company listing / profile or contact us directly requesting the removal of such material. You are expected to provide sufficient evidence to support your copyright claim.

Q: Can I download and use content from your website including some copyrighted material?

A: In general, the majority of content on our website can be downloaded for your personal use. However, commercial use of such material is prohibited. Content uploaded by our agents from their accounts in our system can be generally used under a non-exclusive, royalty free license for your personal use (refer Agent Service Agreement) unless expressly stated otherwise. However, some content may have involved third party copyrighted material, including those uploaded by agents or grabbed by our automated software. For such third party copyrighted material, copyright notice should be observed to ensure you use that material legally. If in doubt, you are encouraged to contact the copyright holder to clarify.

Q: I noticed some content on your website may have breached third party copyright, what should I do?

A: Please contact us or send us an abuse report regarding the incident so we can have a look. We take copyright and intellectual property matters seriously. As a fully automated system, we rely on public feedback and report heavily to improve our services so we welcome your feedback and report.

Q: I feel some content on your website is offensive and uncomfortable, what should I do?

A: Please contact us or send us an abuse report regarding the incident so we can have a look. On each company listing and property listing details page there is an abuse report link where you can send report to us. As a fully automated system, we rely on public feedback and report heavily to improve our services so we welcome your feedback and report.

 

Agent Support

Q: Why free?

A: By fully automating our system, we can lower our business cost to the minimum. You can upload your free company listing and free property listings after you create your free account in our system. 100% Free.

Q: How you generate your revenue?

A: Our revenue is solely from top banner advertising and gold listings on the first page according to suburb / city. Even top banner advertising and gold listings are FREE if you choose ad duration for 1 month only. You don't need to pay if you order your top banner or gold listing for one month. Only if you want to order your top banner or gold listing longer than one month, you then need to pay.

Q: What happens after first month of free advertising?

A: Free top banners and gold listings will remain in the system and continue to show on pages even after first month until someone else has ordered that banner space or gold listing. In other words, if no people replace your banner space or gold listing, your free banner or gold listing will continue to display on pages.

Q: Why should I create my company profile?

A: Creating your company profile will enable the system to generate a free company listing for you automatically under your agent category. You don't need to upload a company listing separately.

Q: How many company profile / accounts can I create?

A: We don't impose restriction on how many accounts you can create in our system, any agents can create account in the system even if they are under the same company. If too many individual sales agents in the same company create accounts by their own, they may create similar but not consistent company profile and most likely upload duplicated property listings across many accounts, which may not be desirable. For bigger companies with many sales agents or branches we recommend some dedicated / authorized company staff to be appointed to create and manage company profile / account in our system, including uploading / updating / deleting property listings, which may reduce operation cost for the company and improve central management efficiency. Depending on the individual company's actual business structure we generally recommend each branch office should create their own company profile in additional to their head office.

Q: I am a home loan agent, can I upload my company listing?

A: Yes. As long as you are property agent, home loan agent or conveyance agent, you can create your free account in our system and your company listing (agent listing) will be created automatically by the system. You don't need to submit your agent listing separately. However, if you want to upload free property listings, you have to be property agent.

Q: I am a conveyance agent, can I upgrade my listing or purchase top banner in my suburb / city?

A: Yes, upgrading company profile (also called agent listing or company listing) and purchasing top banners are open to all agents including property agent, home loan agent and conveyance agent.

Q: I haven't created my account in your system yet, why my company profile or property listings have already shown on your website?

A: Our automated software (called web crawler) may have grabbed your data from the internet and these data come automatically under our system account. If you don't want these listings showing on our website please send a short request to us quoting the related Agent ID or property ID so we can delete these listings immediately from our system. Alternatively you can send an abuse report to us from the related agent listing or property listing page directly so we can act upon.

Q: I have bulk property listings on our company website, can your software grab these property listings on behalf of me?

A: Yes, If you would like our software to grab the property listings from your website for you automatically, you can send a request to us either from contact us page or through your agent control panel. Please provide your website address to us and indicate how often our software should crawl your website so we can adjust our software settings to do the data collection. Please be aware that software grabbed property listings will normally go under the system account rather than your own account, you will lose the ability to update / delete these listings from your agent account. You will need to send a request to us to delete these listings in the future so we can delete these related listings from our system account on behalf of you.

Q: I see some of my property listings on your website, but they are not showing under my account, why does this happen?

A: These property listings are most likely grabbed by our automated software, they generally go under our system account rather than your agent account. You need to send a request to us if you want to update / delete these listings. We strongly recommend property agents to upload their property listing manually from their own accounts so they can have full control of these property listings.

Q: Where can I double check my company profile or property listings?

A: You can either check your company profile or property listings from the web pages directly or see them through the control panel under your account. You will see all your company profile and property listings info under the "update company profile" or "update property listing" page where you can update the info if needed.

Q: I have purchased company banner for my company profile in my suburb, why doesn't it show when I do property search in my suburb?

A: Please note company banner will only show on the agent (when you clicked "Property Agent", "Home Loan" or "Conveyancing" on the homepage) search result in your purchased targeting suburb / city. Similarly Gold Listing for company profile will only show on the agent search result in your purchased targeting suburb / city. They will not show when you do property search (when you clicked "For Sale" or "For Rent" on homepage) in your purchased targeting suburb / city. Only property banner and Gold Listing for property listing will show in the targeting suburb / city when you do property search. (By default, system will do "For Sale" property search when you visit the homepage first time.)

Q: I searched my agent name / company name directly on the property search, why my company banner and Gold Listing for my company profile not showing?

A: You are still on the property search page (when "For Sale" or "For Rent" on the menu showing red color) and only property banner and Gold Listings for property listing will show up when you do property search in the targeting suburb / city. For your company banner or company Gold Listing to show up in your purchased targeting suburb / city you have to click one of "Property Agent", "Home Loan" or "Conveyancing" on the homepage to match your agent category, then those related company banner and Gold Listings will show in your purchased targeting suburb / city.

Q: I'm sure that I am on the right search page, why do my purchased company banner / company gold listing / property banner / property gold listing not show up in the purchased targeting suburb / city?

A: There is possibility that spelling of the suburb / city you purchased doesn't match the spelling in the system. Unfortunately as purchased targeting suburb / city has been locked in the system you are not able to modify these spellings until ad expiry. We are not allowed to update these spelling either from our end as other agents may have purchased the same suburb / city in the system. Updating these suburb / city spellings will affect other purchased banners from showing correctly. We advise all agents to be very careful when choose targeting suburb / city. Always follow system suggestions so you will be safe. Even when you notice the spelling from system suggestion is wrong please still follow the system suggestion because most people using our website will follow system suggestions as well when they do property search or agent search. Your company / property banner or gold listing will be guaranteed to be shown up in the targeting suburb / city when people follow system suggestions as these suburb / city spellings are guaranteed to be matching in the system.

Q: I have purchased 3 months top banner for a property in my suburb / city, can I renew it once it has expired?

A: It's not guaranteed that you will be able to renew your top banner once it has expired. System will mark it "expired" once it has expired and someone else may have taken your space if they ordered right after the expiry date. System will check banner space availability for you when you place new order.

Q: I have purchased 12 months gold listing for my company listing in my suburb / city, can I renew it once it has expired?

A: It's not guaranteed that you will be able to renew your gold listing once it has expired. System will mark it "expired" once it has expired and someone else may have taken your listing if they ordered right after the expiry date. System will check gold listing availability for you when you place new order.

Q: I really want to renew my top banner space or gold listing, how can I do?

A: As system limits to 3 top banner spaces per suburb / city and 5 gold listings per suburb / city, if all these spaces are full, then you have to wait until the next space available before you can order / purchase. System will check the next available space and display the time / date for you so you can act quickly right after this time / date to secure your space. If you don't want your space to be replaced by someone else, you are advised to act quickly right after your ad expiry date as someone else may be waiting for your space as well at same time. Alternatively you can order / purchase a new banner / Gold Listing before your ad expiry date if other agents have released the ad space before your ad expiry date, however it's not recommended by us as you may have duplicated ad banners or Gold Listings in the system and they will show twice in your purchased targeting suburb / city.

Q: I want to withdraw a property listing from the market temporary without deleting it from my account. Can I do it?

A: Yes. Simply updating that property listing's status to "Deactivated" from "Update Property Listing" page under your account and that property listing will not show to public anymore but will remain in the system. You can simply "Reactivate" it again in the future if needed so you don't have to upload a same listing again one more time.

Q: I am going for holiday soon so I don't want my company listing and property listings appear on web pages. Can I do it?

A: Yes. Simply updating your account status to "Deactivated" from "Manage Account" page under your account and your company listing won't show to public anymore so no one will bother you. "Deactivating" your account will automatically "Deactivating" all your property listings under your account if you are a property agent so these property listings won't show to public either. You can later "Reactivate" your account when you are ready after your holiday.

Q: I want to order a top banner, can you design a banner for me?

A: No. We don't offer banner design service for agents. You need get a third party graphic design service for you or you design your top banner by yourself if you can. Banner quality is crucial for your ad success so we recommend you hire a professional to do the job for you. Banner quality guideline should also be observed. Refer Agent Service Agreement about banner quality guideline.

Q: I have made mistakes and chose the wrong suburbs / cities for my top banner, can I correct it after I paid?

A: No. Please be very careful when you choose your targeting suburbs / cities before you finalize the payment. System calculates the payment based on your choices of suburbs / cities. Once payment has been processed, these targeting suburbs / cities will be locked in the system and not allowed to be modified until the expiry of the ad space.

Q: I have made mistakes and chose the wrong suburbs / cities for my gold listings (company listing or property listing), can I correct it after I paid?

A: No. Please be very careful when you choose your targeting suburbs / cities for your gold listings before you finalize the payment. System calculates the payment based on your choices of suburbs / cities. Once payment has been processed, these targeting suburbs / cities will be locked in the system and not allowed to be modified until the expiry of the ad space.

Q: My top banner design has been updated and now it looks more beautiful, can I update my top banner picture?

A: Yes. As long as the purchased banner space has not expired yet, you can update / replace / resubmit your top banner picture from your account. In fact even after your banner space has expired, as long as your banner space has not been replaced by someone else, you can still update your banner picture from your account.

Q: Can I remove my top banner before its expiry?

A: Yes. You can remove your banner picture before its expiry. However, as refund is not given for the remaining period we suggest you update / replace your banner picture with another new banner picture or put additional information on the banner picture like "SOLD" to utilize the remaining ad period.

Q: Can I remove my gold property listing before its expiry?

A: Yes. You can remove your gold property listing before its expiry if the property has been sold or you want to withdraw the property listing from the market before its expiry. However, since refund is not given for the remaining period we suggest you put "SOLD" status on the listing until its expiry. Or you can simply deactivate or delete the property listing from your account.

Q: My account has been deactivated / suspended / locked, will my purchased top banner continue to show on web pages?

A: Yes. Top banners will continue to show as long as they are not replaced by someone else even after your account has been deactivated / suspended / locked as top banner system is totally independent from company / property listing system. However, you may not be able to manage / update your top banners from your account during this period of time. Refund is not given if your account is suspended / locked due to security breach or under request from law enforcement agency in your country or we deem you have violated our terms and conditions of service or your account activity is suspicious and already interrupting the normal operations of other accounts or interfering the whole system.

Q: My account has been deactivated / suspended / locked, will my purchased gold listing continue to show on web pages?

A: It depends. If you deactivate your account by yourself, then your company listing and all property listings under your account will be deactivated as well so they won't show on web pages anymore. However, if your account has been locked / suspended by our server administrator for various reasons, your gold listing may continue to show on web pages but you may have lost access to your account temporarily so you can't update your company profile or property listings during this period. Refund is not given if your account is suspended / locked due to security breach or under request from law enforcement agency in your country or we deem you have violated our terms and conditions of service or your account activity is suspicious and already interrupting the normal operations of other accounts or interfering the whole system.

Q: I haven't logged in to the system for quite long time, what will happen to my account?

A: As part of the house keeping procedure, agent accounts which are not accessed / logged in within 3 years time will be deemed as inactive and will be deleted automatically by the system. By deleting the account, all data / pictures / company profile / property listings associated with the account will be deleted as well automatically (refer Agent Service Agreement). However, you can create a new account anytime if you want.

Q: I forgot to delete some old listings from my account, what will happen to these old listings?

A: As part of the house keeping procedure, for very old property listings more than 3 years old since the last update (or the first uploaded date, whichever is later), system will delete these property listings automatically from agent's account (refer Agent Service Agreement).

Q: I have forgotten my user name / login email, what should I do?

A: For security reason and to protect agents' accounts, losing user name / login email is a serious matter which will prevent you from accessing your account anymore. As a last resort, you can send an account claim request to us, which is a lengthy and very strict procedure. We generally require your company's registration no. and office contact person's name to match in our system. We may also need to call you personally to verify your identity. Only after you have passed our verification procedure, we then are able to reveal the user name / login email details to you. There is an expensive fee involved in this procedure as it requires our manual investigation. We urge all agents to keep their user names / login emails securely. However, you can create a new account anytime if you want.

Q: I have forgotten my login password, what should I do?

A: As long as you have created your account with a valid email address before, you have the ability to reset your password using your email address. A temporary password will be sent to your registered email address to enable your login. You can later change this password from your account.

Q: My login email is not valid anymore so I can't reset my login password, what should I do?

A: You need to send an account claim request to us and pass our verification procedure. There is an expensive fee involved in this procedure as it requires manual investigation. However, you can create a new account anytime if you want.

Q: Can I choose a user name other than an email address to sign up an account?

A: Yes, you can. However it's not recommended. You will lose the ability to reset your password in the future if you have forgotten your password. Furthermore, we may use this email address to provide communication between you and the system. You may lose alert message from our system if your account is locked for protection by the system due to too many failed login attempts.

Q: My account has been locked by the system due to too many failed login attempts, what should I do?

A: To prevent brute force attack, your account will be locked by the system for protection after 5 failed login attempts. You need to reset your password using your login email address after that to unlock your account. A temporary password will be sent to your registered email address to enable your login. You can change this password later from your account if you want.

Q: Why do you use third party payment gateway?

A: As we utilize world-wide data centres and data servers, for security reason, we don't host payment gateway by ourselves. Instead, we choose industry leading payment gateway (mainly PayPal and Australia National Bank payment gateway) to secure payment processing. You can assure your financial transactions are protected by these high quality payment gateway service providers.

Q: Do I need a PayPal account to use PayPal payment gateway?

A: No. PayPal payment gateway generally accepts all popular credit cards in the world, you don't need to create a PayPal account to finalize your payment transaction.

Q: Do you charge GST (Goods and Services Tax)?

A: At moment we only apply GST amount on the invoices for Australian agents only to comply with Australia tax regulation. We don't charge GST amount for agents from other countries outside of Australia. It also means you are not able to claim your GST input from your company tax in your country if you are from countries outside of Australia.

Q: Where are your data centres?

A: We utilize world-wide data centres and data servers to improve the system speed and service efficiency. People around the world will get most website content delivered from their local or nearby servers. It also means data inside these data centres and data servers may be subject to local regulation in that country.

Q: What's your copyright policy?

A: We take copyright and intellectual property matters seriously and have strict copyright policy and procedure in place. Please refer our general terms and conditions of use of the website.

Q: What's your privacy policy?

A: We take privacy matters very seriously and have placed strict policy and procedure regarding collecting, use and protection of personal information. Please refer our privacy policy.

Q: Why am I told to update my pictures on our company profile / property listings?

A: Most likely the pictures on your company profile (also called company listing / agent profile / agent listing) or property listings look ugly. Pictures / photos uploaded by agents for their company profile or property listings should look professional. Good quality pictures / photos actually benefit company profile and property listings and make them stand out. Property listings with good quality pictures will also result in nice thumbnails in the property search result and will attract much more visitors. If we receive public complaint regarding your picture / photo quality issues or if we notice such pictures / photos are far below standard by random manual check, we reserve the right to delete your account or related property listings or both from our system. See details regarding picture / photo quality guideline from Agent Service Agreement.

Q: Why does my photo fail to be uploaded?

A: Photo taken by mobile phone will normally exceed 2MB. You need to use photo software in computer or mobile phone to reduce photo size or clarity to make it smaller than 2MB to be able to upload it to our website. Taking photo in horizontal is recommended rather than in portrait to avoid picture rotating issue during the uploading process. If you find your picture has been rotated on the website, you can save your picture in horizontal in your computer or mobile phone and upload it again to replace / update the affected picture on the website.

Q: Why do some of my pictures uploaded show in the wrong orientation?

A: Some pictures taken by mobile phone or tablet mark the wrong EXIF information in particular when photo is taken in portrait, which may result in the pictures showing in the wrong orientation if uploaded from your mobile phone or tablet directly to our website without saving the picture in a picture editor first. Saving the picture / photo in a picture editor first in your computer or mobile phone in the correct orientation will normally solve the problem. Then you can update / replace the affected picture(s) via agent control panel to fix it if needed. We recommend agents to take photos in horizontal in mobile phone or tablet to reduce this problem. However, if you find your pictures / photos showing upside down on our website, you still need to go through this process to replace / update the affected picture(s) / photo(s).

 

 

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