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Missing portal/website leads (internet registrations) - checklist

Missing portal/website leads (internet registrations) - checklist

Owned by Fiona Hardy
Last updated: Jan 29, 2025 by Fiona Hardy
3 min read

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 often reported to Reapit Support - following the steps below usually means that issues can be resolved quickly and easily

Before contacting Reapit Support, follow the steps below to help pinpoint where the issue lies

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)

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

3. Have leads for this portal and type worked before?

Your key contact needs to log a ticket for a new template to be created

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?

  • Your key contact will need to raise a request to get the new email associated with the office

Is the lead from your own website?

  • Any change in format can stop the import of leads
    Please check with your website provider whether the format has changed - if there has been a change, your key contact will need to raise a request with Reapit to have the template updated

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

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:

  1. The email address that your company website or portal sends your leads to

  2. Which office(s) are experiencing issues with receiving leads

  3. 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

Technical overview diagram

You may find the following technical overview diagram useful

For information on setting-up internet registrations, technical guidelines are available here: Internet registrations set-up guidelines

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