When a portal lead enquiry is sent from a website, such as Rightmove, it is held in the internet registrations screen - this screen allows you to view enquiry details then either add them as an applicant/property, mark them as a duplicate or reject them
Missing portal leads are commonly often reported to Reapit Support - following the steps below usually means that issues can be resolved quickly and easily
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Before contacting Reapit Support, ensure you have the following information to hand: The email address that your company website or portal sends your leads to Which office(s) are experiencing issues with receiving leads Details of the leads that are missing - please attach the latest email that was received into your inbox but was not imported into Reapit
This is a key piece of information required when investigating
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to help pinpoint where the issue lies |
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1. Check your office mailbox The portal or company website will send the lead to a specific office email address, if you do not have this, contact the portal/company website hosting service and get the email account details Check the mailbox
Remember, it may be that it goes to an office admin account/user, so they may need to check for you, or ask your IT Support Confirm if there is a Forwarding Rule from your office mailbox for portal leads that are received and make a note of this (you may need to ask someone who is IT savvy/your IT Support to help)
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2. Is the email lead in the office mailbox? Yes
Good news - this means portal leads are getting to your mailbox
See step 3 for further steps to help pinpoint the issue No
The issue is with the portal/your website provider
Please contact the portal/website provider (not Reapit Support) to ensure that the email is being sent to the correct place
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3. Have leads for this portal and type worked before? | Expand |
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| Your key contact needs to log a ticket for a new template to be created |
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| Are you a new user, or have you changed office recently? You may not have been given access to Internet Registrations
Contact your business's Reapit self-service administrator who can provide you with access (this is not controlled by Reapit Support) Make sure the offices you want to see have been selected on your Organiser screen
Once you have access to Internet Registrations, go to the panel on the Organiser that displays
Internet Registrations, hover over the panel and click the cog icon on the panel header to access Panel Setup, make sure the Offices to include field has your office(s) in it, click the tick to save
Is this a new office or has the office email account changed? Is the lead from your own website? Have you checked the email format? Create a test email using the format outlined in this guide (see section titled Email formats -
new formats) Then send your test email to where your leads are being sent or forwarded to
Use a property reference the user has access to
Has the test lead email imported? If the test lead has imported, then this points to the issue being that the format of the lead template has changed Your key contact will need to raise a request to have the changed format applied to the importer routine
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| Tip |
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If you have followed the 3 steps above but you are still experiencing issues, ensure you have the following information to hand when contacting Reapit Support: The email address that your company website or portal sends your leads to Which office(s) are experiencing issues with receiving leads Details of the leads that are missing - please attach the latest email that was received into your inbox but was not imported into Reapit
This is a key piece of information required when investigating
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Technical overview diagram
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