Super Portal -- Frequently Asked Questions

This document covers behaviors in the Super Portal that have been reported, investigated, and confirmed as working as designed. If you encounter one of these situations, the explanation below applies. If the behavior differs from what is described here, report it as a new issue.

Search & Property Display

Why do Suggest, Comment, and Trash buttons disappear when I navigate away from a client?

The Super Portal operates in two contexts: client context and agent context. When you are viewing a client's search results (accessed via FUB or by selecting a client in SP), the Suggest, Comment, and Trash buttons appear on property thumbnails because those actions are tied to a specific client.

When you navigate to SP Settings, the Leaderboard, or any top-level navigation item, the portal switches to agent context. In agent context, there is no client to associate those actions with, so the buttons are hidden.

How to get them back: Switch back to a client -- either click into a client from FUB or select a client within the SP. The buttons will reappear.

Note: The property details modal does show these buttons in agent context. When you click them there, a client selector appears so the system knows which client to associate the action with.

Why does sorting by "Newest" not match what I expect?

The "Newest" sort uses the property's list date (the date the property was originally listed), not the StatusChangeTimestamp (the most recent date any status change occurred).

Sort behavior by status:

• Active listings: Sorted by list date (newest listing first)
• Closed/Sold: Sorted by closed date
• Pending/Under Contract: Sorted by contracted date

If results seem out of order, confirm you are comparing against the correct date field.

Why do some properties show no photos?

There are two common causes:

1. Deleted MLS listings: Properties that were removed from the MLS no longer have media available. The SP retains the property record (for historical CMA and stats purposes) but cannot display images that no longer exist at the source. A cleanup script periodically audits and removes properties deleted from the MLS.

2. Flex listings: Some Flex (Unlock MLS) listings have limited or no photos available. This is a data limitation from the listing itself, not a portal issue.

Why don't residential income properties show bed/bath counts?

The MLS (Matrix) does not include bed and bath counts in the main property data for residential income properties. This data exists in a separate "Unit Information" section that the SP does not currently sync. The behavior matches what you see in Matrix's main table view.

Why do DOM and CDOM counts sometimes seem inaccurate?

The SP syncs DOM and CDOM directly from the MLS data feed. In some cases, the MLS data itself may lag or contain discrepancies (particularly during re-listing scenarios or feed migrations). This is a known data quality issue that is on the long-term roadmap. The portal displays whatever the MLS provides.

The SP uses CDOM (Cumulative Days on Market) throughout CMAs and statistics. CDOM accounts for re-listings; DOM does not.

Why don't I see Expired or Withdrawn listings in my address search results?

Expired and Withdrawn listings are now supported in address search. The system auto-checks these statuses and displays them crossed out, the same way it handles Closed listings. If you are not seeing them, confirm your search filters include Expired and Withdrawn statuses.

Email

Why did my client receive an email attachment as a link instead of a file?

The SP follows SendGrid's deliverability guidelines for attachments:

• Files under 10 MB: Attached directly to the email.
• Files over 10 MB: Shared as a signed download link that expires in 10 minutes.

This prevents email delivery failures caused by oversized messages (SendGrid's limit is 30 MB total including body, headers, and attachments, and many receiving mail servers have lower limits). This behavior was carried over from the legacy RealScale system.

If a client reports an expired link, the agent will need to re-send the document.

Why is only one email address receiving the email when my client has multiple?

Search and market update emails are delivered to all email addresses listed on the client's profile. However, for colleague records, the system currently treats the first email as the primary and sends only to that address. If a colleague has multiple emails and you need delivery to all of them, this is a known limitation.

How does unsubscribe work?

Unsubscribe is scoped to the relationship between a person and their assigned agent, not globally.

• If a client unsubscribes from Agent A's emails, they stop receiving automated emails from Agent A.
• If that client is later reassigned to Agent B, they will receive Agent B's emails (the unsubscribe does not carry over).
• Automated emails (market updates, property suggestions) and manual emails (agent-composed messages) have separate unsubscribe logic.
• Transactional emails (deal-related, task notifications) are not subject to marketing unsubscribe preferences.

Why are Email Preferences account-level rather than per-client?

The Email Preferences feature was designed to function at the account level (the agent's overall settings), not on a per-client or per-relationship basis. The client selector in that section is specifically for managing individual subscription/unsubscription status, not for setting per-client email preferences. This is a known design limitation and has been logged as a feature request.

Why is the CC Agent / BCC toggle in a different place than before?

The CC Agent toggle was moved from the Market Update email modal to the general email modal as part of a deployment to improve email workflows. The functionality is the same; the location changed.

Deals & Transactions

Why didn't my tasks auto-launch when I created a deal?

The "Enable automatic task launch?" toggle defaults to off (false). It is located under the Advanced tab in the deal form. If you want tasks to auto-launch, you need to manually enable this toggle for each deal where you want it.

Why are tasks not loading on my transaction?

If a task template assigns tasks to assistants but the transaction does not have any assistants assigned, the tasks will not be created. Verify that all required roles (agent, assistant, TC) are assigned to the transaction before expecting task templates to populate.

Why does searching deals by agent return unexpected results?

The deal search checks across multiple role fields: Agent, Assistant, Listing Coordinator, and Transaction Coordinator. If an agent appears in any of these roles on a deal, that deal will appear in search results for that agent. Use the "Agents" vs "All in Transaction" filter to narrow results.

Where is the Escrow Company field?

The Escrow Company field has been permanently removed from deal submission, the deals listing page, the CSV export, and the view deal page. It was sunset as part of the required fields update. The Escrow Officer field (with required email) replaces it.

Why can't I add a relationship (not the primary person) to a deal?

Currently, when you search by a relation's name, the system adds the main person (primary contact) to the deal, not the relation. Relations and primary contacts are not treated as separate entities in the deals workflow. This is a known behavior.

FUB Sync & Collaborators

Why doesn't adding a collaborator in FUB sync to the Super Portal?

FUB's API does not support syncing collaborator assignments. This is a FUB platform limitation, not a Super Portal issue. Collaborators must be added directly in the Super Portal via the client profile.

If you need to assign collaborators in bulk, use the "Manage Clients" page in the SP.

Why can't I add a colleague with the same email as an existing contact?

The system enforces unique email addresses. If the email already exists (attached to a different contact), the merge logic will associate the new entry with the existing contact rather than creating a duplicate. This prevents data fragmentation but can be confusing when the existing contact has a different name.

Why are custom fields (like SN_event) not syncing from FUB?

Custom field sync from FUB to the SP is limited. Specific fields like SN_event (used for birthdays and home purchase anniversaries imported during database onboarding) do not currently sync automatically. This will be addressed as part of the Client Database Organization Wizard feature.

Why is FUB activity feedback opening to the wrong client page?

This issue has been traced to changes on FUB's side in how activity data is handled. For recent property views with a single view, the link works correctly. For older activity entries or entries with multiple views, the data may be inconsistent. This is a FUB platform issue that the SP cannot control.

Tours

Why can't I scroll on tours in mobile?

The tours feature includes a drag-and-drop reorder capability for agents. On mobile devices, scrolling can inadvertently trigger the drag action. Drag-and-drop reorder has been disabled on mobile to fix this. The issue does not affect the client view.

Why don't print views include a page break after every property?

Page breaks after each property were intentionally omitted because some properties have extensive marketing remarks or agent notes that push content onto a second page. With mandatory page breaks, this would leave large blank areas on the second page, wasting paper. The current layout optimizes for paper usage.

Client Management

Why did my new SP client get assigned to the wrong agent?

If a client is created directly in the Super Portal (not via FUB), the system assigns them to the agent associated with the current session. A previous bug that assigned all SP-created clients to Eric has been resolved. If misassignment persists, verify you are logged in under the correct agent context when creating the client.

Stats & CMA

Why does the stats report header say "Postal Code" instead of the city name?

This is a known formatting issue. The header should display the place name alongside the zip code (e.g., "Pflugerville, TX 78660"). A fix has been flagged.

Why do CMA stats not match what I calculated manually?

CMA statistics are computed from the selected comparable properties, not from all properties in the search results. Verify which properties are included in your selection. Additionally:

• The system uses CDOM (Cumulative Days on Market), not DOM.
• The "Resale Only" filter excludes new construction.
• Statistics are regenerated on the 6th of each month. Mid-month reports reflect the last generation cycle, not real-time data.

Data & Feed Behavior

Why are some MLS fields missing for Waco properties?

The Waco feed (NTREIS) has specific data limitations:

• ClosePrice is not available via the RESO API and is synced separately via RETS. Some historical properties that do not exist in RETS will not have ClosePrice data.
• Elementary school data may not populate for all Waco properties.
• Subtypes were cleaned up and standardized; some legacy entries may differ from Matrix.

Why do Flex listings behave differently in email alerts?

Flex listings are currently sent in email alerts under their standard status category (New Listings, Under Contract, Closed) without a specific "Flex" tag in the email. When a Flex listing transitions to regular Active status, it should trigger a new alert. A feature to add a "Flex" flag to email alerts is planned.

What happens when a property is deleted from the MLS?

The SP retains the property record for historical purposes (CMAs, stats, past searches). However, images and media will no longer be available since they are hosted by the MLS. A periodic audit script identifies properties deleted from the MLS so they can be cleaned up from the SP database when appropriate. -e