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Help Area |
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Why can't I login?
1) The website hasn't got your details yet.
It takes us 24 hours after receiving your completed
documents to update the website. If you only returned your documents
a day ago, please give it another 24 hours.
2) Your password is less than 5 letters or more than 16 letters
When you provided your password to us it was shorter than 5,
or longer than 16 characters long, and also should contain letters
or numbers only (no hyphens or other special characters). If
you remember this to be the case, please call your team, and
ask them to change it, citing your old password as proof of
identity.
3) You are being dealt with by the Woking or Manchester centre
When typing in your matter number, please ensure that you
type in the full code which will be similar to the following:
001234-0001. The leading zeros, and numbers following the dash
are important in identifying your unique case.
I only see my purchase / sale. Where is my other case?
1) Try the Select Property drop down box
When you have logged in, at the top right hand corner of the
screen is a box entitled Select Property. If you select that,
all properties you have on the go should be displayed for you
to select. This should then update the screen accordingly. (See
screenshot below)
2) You are selling jointly and buying individually (and variations
on that theme)
If you are buying or selling as different sets of clients (e.g.
you are selling in just your own name, but buying with your
partner), you will need to log into the site under the two separate
case/matter numbers. The same password should apply, and you
can get the case/matter number off the correspondence we have
sent you.
The Estate Agent is telling me an event has happened, but
the website doesn't seem to reflect it.
1) Although we make every effort to ensure immediate update,
in particularly busy periods it can take up to 24 hours from
our receiving correspondence until it is registered on the web
site. Please check again after 24 hours.
2) It may be that a similar event has occurred, which is a lesser
part of the process and not as much of a milestone as the items
listed on our site. However, if you feel that the event has
happened, and the website should have updated, please call your
team who should be able to advise through checking their Key-Points
screen that our system has registered your event properly. In
the event this also looks correct, your team should e-mail our
internal helpdesk for resolution.
If you are still experiencing difficulties,
please click here to
inform us of the technical problems you are encountering. |
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