Who to Contact for Common Issues


Not sure who to contact for support? While KWRI Technical Support is happy to help, they may not be the right team for every issue, as many activities are managed at the Market Center level or by designated teams throughout KW. 


Tech Support generally provides Command troubleshooting, bug tracking, listings support, email administration, and account login support. For Command training and onboarding, several excellent resources are outlined below. 


Access the Support Cheat Sheet Here 


Agent Support Cheat Sheet

Support Issue

Answers Link

Notes and Helpful Tips

Technical Issues:

  • Bugs
  • Errors
  • Unexpected Behavior

Command Support

For the quickest help, please submit a ticket through our web form here. You can also hop into Live Chat with us by clicking the Support button in Command, M-F 9am-5pm CT. 

Password Reset:

  • MYKW
  • Command
  • Kelle
  • KWConnect

Log in to Command

Agents can use the "Forgot Password" link on the login pages. This sends a reset link to the Recovery Email on file in your White Pages account. If your Recovery Email is outdated or not provided, your MC Leadership can update it in White Pages for you.

Agent-facing logins require the Username listed in White Pages, not an email address. However, the consumer-facing login on kw.com requires your clients to enter an email address, which syncs back with their accounts in the KW Consumer app. 

Note: Kelle app is being discontinued (to be replaced with Command Mobile). Limited functionality expected.

  • Gmail Password Reset
  • @kw.com Email Password Reset

Change Your KW Email Password

Getting an "Account Disabled" or "Unable to Verify Account" error in Gmail? Per Google Security Policy, KWRI Tech Support must verify the account owner and temporarily unlock your Gmail account during a 10-minute timeframe. Please start a Live Chat session in Command (M-F 9am-5pm Central) to request help with this.

DocuSign Password
Reset

Related Guides:

Connect Your DocuSign Account in Command

Connect Your Market Center DocuSign Account

Live Chat with Tech Support in Command (M-F 9am-5pm Central) to request a DocuSign Password reset. This will allow your security questions to be reset as well.

DocuSign Account Suspended

 

If you had a previous DocuSign account before creating one within Command, this account suspension error is likely associated with your previous account. Please contact DocuSign at 888-600-4146, or by email at support-re@docusign.com for help.

Command Training for Agents and Teams

Command Your Business: Guided Learning Paths

Resubscribe to KW Emails

Resubscribe to KW Emails

Accidentally unsubscribed or stopped receiving corporate emails from KWRI Headquarters? After checking spam/junk, resubscribe here

Emails sent specifically to Regional and MC Leadership are not included in this category. To receive these emails, you must have the appropriate leadership role added to your White Pages profile. Contact your MCA for help.

Leaving KW

What Happens to My KW Email After Leaving KW?

What Happens to My Agent Site After Leaving KW?

As soon as the MCA deactivates your agent role in White Pages/WinMORE: 

  • You will have 30 days to move any emails or content from your Google Drive to another account, and then the account will be disabled.
  • 90 days after your roles have been removed, the @kw.com Google account will be permanently deleted and other agents will be able to claim your email address.

Command Profile Information - Where is it Pulled From?

 Consumer-Facing Reference Guide

Command Profile data is pulled from the KW Connect profile

The KWConnect Profile information is pulled from White Pages.

Agent Sites, Landing Pages, Designs, SmartPlans and Campaigns agent profile information is pulled from the Marketing Profile and Kelle Guide.

Can't Access Profit Share 1099s and Tax forms 

Access Your Electronic Profit Share 1099 / T4A Tax Forms

Active agents can pull 1099s directly from White Pages. Vested Retired (VR) agents have access to mykw.kw.com as long as they have a VR role in White Pages. MCAs can contact Support to change or update White Pages information for a VR agent. 

Tech Fee Billing Questions

 -

Agents will need to work with the MCA or MC Leadership. Issues and questions related to incorrectly-billed fees can be sent to billing@kw.com.



Contact Information for KW Departments and Vendors 

 Team

Email Address

Types of Support Provided

Website or Phone

Awards

awards@kw.com

Awards questions, shipping awards

Billing

billing@kw.com

Handle billing related questions for KW

Commercial

admin@kwcommercial.com

Questions about joining KW Commercial, BuildOut, Commercial syndication sites, and non-technical support for Commercial agents.

kwcommercial.com
buildout.com

Events

events@kw.com

Questions about events or materials, payments towards future events

 -

Expansion

expansion@kw.com

How-to questions about expansion into new Market Centers

 Expansion Systems Orientation Course (KW Connect)

Family Reunion

familyreunion@kw.com

FR billing, transferring tickets, ticket confirmation

familyreunion.kw.com

Finance

finance@kw.com

1099s for profit share more than one year back, payment questions.

 -

GPS

kwgps@kw.com

GPS Memberships, questions & support

The ONE Thing GPS Guide

Keller Covered

-

Home insurance quotes, questions

(833) 600-0653 or
(857) 263-2750

Contact Form
Invite Link for Clients

Keller Mortgage

support@kellermortgage.com

Loan servicing quotes & assistance

 kellermortgage.com
  • Keller Offers
  • iBuyer program
  • KW Concierge

training@kelleroffers.com

Questions about Keller Offers or KW Concierge

kelleroffers.com

KPA

kpa@kw.com

Support for KPA Assessments

kwconnect.com/page/kpa 

KW Cares

kwcares@kw.com

How to donate and how to request help. General inquiries about the non-profit.

General: (512) 327-3070

DISASTER HOTLINE:
1-866-591-2737

kwcares.org

KW Kids Can

support@kwkc.org

General inquiries, support

kwkc.org 

KW Marketplace

kwmarketplace@kw.com

Questions about the apps or products for sale in the Marketplacemarketplace.kw.com 

KWRI Success Team

(Command Training)

learncommand@kw.com

Questions about Command training courses for sale in Marketplace offered by KWRI Enablement.

 Coaching & Training

KW Young Professionals

kwyp@kw.com

General inquiries, support

 kwyp.org

KWU

kwulearning@kw.com

Teaching classes or products questions

 kwconnect.com/page/kwu

Land (Formerly Farm and Ranch)

land@kw.com 

Questions about KW Land Memberships; non-technical support for Land agents

kwland.com

Launch

launch@kw.com

For new Market Centers within 120 days of opening. All Support requests and issues will be handled by the Launch Team.

 -

Legal

legal@kw.com

Lawsuits, compliance, roster@kw.com, website compliance issues

Luxury

luxuryhomes@kw.com

Questions about joining KW Luxury; non-technical support for existing Luxury agents

luxury@kw.com

MAPS

maps@kw.com

Coaching, Productivity Coach roles, Bold info, Masterminds, Mastery and Group Coaching. All questions and materials NON BOLD-related.

(800) 784-6826
(512) 439-8684

mapscoaching.com

MAPS-BOLD

bold@kw.com

BOLD Classes, Coaching, Material requests for BOLD programs, Questions abot BOLD and issues with access to BOLD programs and materials

512-439-8836

JUMP Start Command Training

maps@kw.com

4 week quick-start program to onboard agents into Command. Available for individual agents and teams.

 -

Marketing

marketing@kw.com

Questions about specific marketing materials. Requests for color and font information regarding KW branding. Issues with Leadership newsletters (not receiving or removal from mailing list).

 -

Market Center Logos

kwredlabel@kw.com

Creating or updating MC Logos

kwredlabel.com

MCASupport

mcasupport@kw.com

WinMORE, Greensheet and compliance how-to's. Transferring or entering new agents, general MCA accounting help.

Compliance & Commissions FAQs (Leadership) 

MegaCamp

events@kw.com

MegaCamp information, registration, ticket purchase, agenda details, event inquiries

megacamp.kw.com

Outfront Magazine

outfront@kw.com

Outfront Magazine questions and requests

outfront.kw.com

Profit Share Returns

psreturns@kw.com

Help updating banking info or mailing address for profit share checks. Issues receiving profit share checks.

 -

Red Label Store 

kwredlabel@kw.com

KW merchandise products sold through the online store or KW conferences. Contact for questions, payments, exchanges & returns.

 kwredlabel.com

Reports

reports@kw.com

Something wrong in Reports section

Smarter Agent IDX

-

Assistance with setting up Smarter Agent IDX Build Requests for the MC.Setting up either new MLS for a MC or setting up a new MC with the appropriate MLS feeds

 Request a New Market Center IDX Feed for Command (Leadership)

Technical Support

Submit a Request

Troubleshooting help with KW technology or software.

KW Answers

Vendor Relationships

approvedvendor@kw.com

Vendor questions, past vendor renewals

 -

WinMORE Admin

winmoreadmin@kw.com

Agent transfer forms, agent sponsorship changes

 -