Support

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For general support questions, we can be reached via telephone from 9:00AM - 5:00PM Mountain Standard time, Monday-Friday at 1-866-551-9938. We will respond to all messages within 24 hours. We can also be reached via email at support@pointwide.zendesk.com

Below are common questions and answers that will address most of the questions you may have regarding your Pointwide Solutions website.

Can't find your answer here? Give us a shout... we're happy to help!



Support FAQs

  • How do I make my new site "live"?

    When we initially created your account, it was assigned a temporary URL address. To use your permanent address (www.YourDomain.com), set your A Record in your domain registrar control panel (such as GoDaddy). Please refer to the setup email we sent for the A record value and instructions. Once you have set your A record, your site will be live within an hour or two.

  • How can I improve my search engine results on Google, Yahoo, etc.?

    Your new site will be "found" by the search engines within a week or two of going live. The search engines will look at 3 primary areas to determine where to put you in the search results for your keywords:

    1. Content on your main page. Be sure to include keywords in your Introductory text to include your services, "Residential Property Management", and the areas or communities that you serve, for example, "Dallas, Fort Worth, Texas".

    2. The age of your site. The longer your site is in operation, the better your rankings will be.

    3. Links to your site from other sites. The search engines will award you with "credibility points" if other sites link to you. Be sure to have your site listed on related Real Estate directory or professional affiliation sites.

    You may also submit your site manaully to Google using this link: Google site submit

    Here is a simple explanation of Google's methodology: About.com: How to Improve Your Site's Google Ranking

  • I've updated my A Record (DNS) to the value provided, however, my site is showing a 404 Page Not Found error.

    It may take up to 24 hours for your change to propagate throughout the internet, and for your new site to be viewable. Often, the process only takes 1-2 hours, but be prepared for a possible longer delay. This is completely normal and expected.

  • I've made changes to my site, but they are not appearing

    It is sometimes necessary to force a page to refresh to see your latest changes. If you are using Windows, press CTRL-F5 on your keyboard. If you are using a Mac, hold the shift key down and click your browser's refresh icon. If refreshing the page doesn't work, you may need to restart your browser and your computer. Please also note that your Internet Service Provider may cache your site for a couple days. You may also try a different browser, such as Firefox or Chrome to view your changes.

  • Zillow is asking me to pay for my rental listings that appear on their websites. Why is this happening?

    Pointwide Solutions has always provided a feed of our property managers' vacancies to Zillow and their syndication partners at no cost to you. We have provided this data to Zillow for several years.

    Beginning in 2019, Zillow has begun to charge a fee to property managers in selected states for their listings to appear on the Zillow network. Pointwide does not have a revenue-sharing agreement with Zillow or any of our syndication partners. We do not benefit from these fees in any way.

    The agreement that Zillow is asking you to enroll in is not related to Pointwide Solutions in any way. We will always provide the vacancy data feed to Zillow, but if you do not have an agreement with Zillow, your vacancies will not appear on the Zillow website or their partner sites.

    As of July 1, 2020, property managers in the following states will find it necessary to sign an agreement with Zillow and pay their fees in order for their properties to appear on the Zillow network:

    Alabama, Arizona, Arkansas, California, Colorado, Connecticut, D.C., Delaware, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia and Wisconsin.

    Please visit this Zillow page for more information.

  • How do I setup my email?

    As of 1/1/2020, Pointwide no longer provides email services with new accounts. To receive email at your domain URL, you will need to select an email service such as GoDaddy, Microsoft, Google etc. Next, you'll need to login to your domain name registrar control panel (usually GoDaddy) and set the MX records to point to your email service. Your email provider will provide these MX settings.

    For your reference, here are instructions on how to set your MX records with: Godaddy

    Pointwide is unable to provide tech support for your email services. We have provided this information for your convenience.

  • I am not receiving emails from customer-submitted forms on my site

    AOL, Comcast and other email providers have recently made changes to the way they handle email traffic which may affect your company's ability to receive mail from customer-submitted forms on your website. The solution to this issue is to set the Primary Recipient: Email address:value to a domain-specific email address, for example, customerservice@yourdomainname.com, rather than an AOL/Comcast/etc email address, such as yourname@aol.com. This is accessed in your Content Manager using the function: Edit form submission email addresses.

  • How do I stop my Leased properties from appearing on Zillow, Hotpads, etc?

    Many property managers prefer to display their Leased properties in their inventory, but do not want those properties to appear as available to Pointwide's syndication partners. To stop these properties from being included in our daily syndication feed, simply edit the property photos, and select the "Leased" label for the main photo. That's it! It may take a few days for Zillow, Trulia, etc. to update their database and hide your property.

  • I am receiving an error: "You are seeing this error as a result of our code to prevent website intrusions."

    To make our websites as secure as possible, we have implemented a stringent set of code designed to detect and combat hacker intrusions. One of the conditions our code looks for is a set of words common to hacker tactics. This list of words appears below. Please avoid the use of these words when creating new content, or editing existing content: "char", "nchar", "varchar", "nvarchar", "alter", "begin", "cast", "create", "cursor", "declare", "delete", "drop", "exec", "execute", "fetch", "insert", "kill", "select", "sys", "sysobjects", "syscolumns", "table", "update"

  • Can I add photos to my pages?

    Yes, use the powerful editor to upload photos, graphics & logos into your text. You will see features which allow you to align the photo, add a border & more.

  • Can I add links to other pages or sites?

    Yes, use the editor's link feature to add a link to another site, your sales site, your IDX listings & more.

  • How do I determine where the forms on my site will be sent?

    Use the "Edit Form Submission Email Addresses" function in your Content Manager to determine where each form is sent. You may also CC to additional email addresses.

  • How do I stop spammers from sending messages via my forms?

    We do everything we can to protect you from spambots, including utilizing industry-standard Captcha technology from Google, however, spambots often find ways to bypass this technology, so you may receive spam messages occasionaly.



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