Tech Support

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. There's also an MCA Support Team just for Market Center Administrators.

To help you find the right info quickly, this guide is broken down into three sections below:

• Agent Support Cheat Sheet 

• Contact Information for KW Departments & Vendors

Agent Support Cheat Sheet

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 If your Recovery Email is outdated or not provided, your MC Leadership can update it in White Pages for you.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, an 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, and ask that they close your previous account, as well as any existing rooms and eSign accounts.

Command Training for Agents and Teams

Command Your Business: Guided Learning Paths

• Excellent Self-Paced Learning: Welcome New Associates, Tech-Enabled Agent, and Command Your Business

• Market Center Training: Contact your Tech Coordinator or Regional Tech Trainer (RTT) for details

• Live Workshops: Email learncommand@kw.com or visit Command Marketplace -> Training and Enablement

• How-To Articles: KW Answers and KW Connect 

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.