General Help and Questions

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OwnerRez is not a domain registrar, and has no control over your DNS settings, so our ability to provide support for DNS issues is quite limited - in some cases we can't even see everything, so can only guess at what is going on.

You are not using an OwnerRez Hosted Website, so we have no visibility or control over whatever might be the issue with the SSL and your website.  I see that NameCheap is also your domain registrar, and you said they were providing your website hosting too, so that issue is entirely internal to them, and their tech support ought to be able to provide assistance in resolving it.

As of this moment, you do appear to have all the required DNS settings for verified email, including the DKIM.  However, if NameCheap is having issues as sounds like is the case, there could be intermittent outages of those settings which would indeed cause those warning emails to be sent.

Unfortunately, OwnerRez does not yet have the capability to provide 24/7 support as we would wish - we are growing in that direction, but that will be some time in the future.  Requests made on Friday may indeed be addressed on Monday, if we're not able to get to them before the end of the Friday workday.

I'm getting more and more disenchanted and frustrated with OR's diminishing, and at this point for me, completely non-existent customer support. It seems that when Ken was the solitary support staff, OR had the best CR response of any business I ever experienced. Now that several others have been added to the CR team, I'm finding response times to have on average slowed way way down and now to zero response.

On Friday I made an urgent help request after I received an alert from OR telling me that my email domain was no longer verified, and I got no response until very late Monday night from Adria, who said that OR doesn't reply to help requests on weekends (really?) and that my issue was resolved. I replied that this was not the case and that I still need to understand why the DKIM record I created a long time ago with my host is no longer working. But I got no reply to that. So I sent another reply to her Tuesday morning requesting help, and still no reply.

Shortly after that I got another alert from OR telling me again that the DKIM record can't be found, so I forwarded that to help@ownerreservations.com, asking for help again with this, and again I got no reply.

I've gone to Namecheap, my web host, several times since, and am discovering that every time they or I add the DKIM record using the Hostname and Value provided by OR, my website gets an SSL issue, and so is blocked, which is currently the case, so I have to again delete that record, which again causes my email to stop being verified. And after five days I've yet to get a reply about this from OR support.

Hi there-

I need help on what the settings should be to only send a Pet Agreement manually. I usually only have 1 or 2 pet agreements per year, so I'd like to populate the type of pet manually and then manually email the legal document to be e-signed.

I have the document all ready to go under Legal. But I am unsure of how to get it to the guest.

Thank you for your help!

I am trying to get a monthly newsletter program but want to limit my contacts to the last 3 years, how do I do this, I tried the filter with dates without success.  Also, any recommendations for email sending programs like Constant Contact that are more inexpensive or Free?

Got it, Thank you!

Hi,

Files have been moved under Settings > Account Files as of the recent UI update.

~Caleb

Paul,  I have uploaded global files in the past but I don't see the "Files" options any longer.  What am I doing wrong?  

I have an owner configured the same way as others that have no issues with calculating commissions however when I generate statements the column for PM Commissions isn’t appearing. 

Hi Jessica,

Generally, if a renewal fails OwnerRez will attempt the next day, we have a small blurb on this here: https://www.ownerrez.com/support/articles/security-deposit-holds#hold-lengths

However if you'd like to discuss this more in-depth, then I'd recommend reaching out to our helpdesk via help@ownerrez.com so we can look at the situation more closely. If you do decide to reach out would you be able to provide the Booking ORB of the booking in question in your email?

~Caleb

Generally for requesting new features or showing support for/discussing new features we'd recommend either writing on an existing relevant feature request or writing up a new one. You can find those here - https://www.ownerrez.com/forums/requests

I'm not sure off the top of my head if there are any feature requests active and related to this question.

~Caleb

Hey Ben, I was the one who requested that it go back to where it was.

It was its own button before, right there top and center. Are you thinking of something different?

Ah no sorry, my request isn’t for it to go back where it was. As I believe that was still a two-step process before.

my request is for it to be its own button. 

it makes no sense for it to be in a drop down with just billing.

when billing can be moved to the account tab.

settings should be it’s own button.

thanks

Hi Ben,

Looks like we have a feature request open for that! You can give it an upvote here:

https://www.ownerrez.com/forums/requests/move-settings-menu-back-in-top-menu

I agree. I liked Settings to be it's own button for ease of access because that is one of the most frequently used buttons!

It makes sense to me to put the settings as it’s own button, and move “billing” to account menu on the right.

I just wanna click straight onto settings, please OR! Lol.

I agree it would be easier (and more logical) to be able to manually record payments under the security deposit section. Especially because it is linked to guest reminders!

Please add this as a feature

Hello,

I'm new to ownerrez and I have a few questions for those who manage properties for owners,  account for future rental funds in an escrow account, and use the QuickBooks online integration.

1. I was hoping to use one QuickBooks online account to manage the operating and escrow accounts. In the escrow account, I want to use classes to classify each property’s balance within the account. The problem I am finding is when I go to register a transfer from escrow to operating for our management fees/commission, they do not offer the option of selecting a class on a transfer.  Has anyone else had a similar problem?   

Hi, for one of my reservations it is showing a security deposit reauthorization fail for a guest. I can't figure out how to get this situation resolved and notify them of this issue. Can you help me with this?

Jumping in here that this is a pretty important/critical request given OwnerRez doesn't have a mobile app and relies on a responsive website/PWA experience.

As an Airbnb user, I rely on their app's system notifications when a new inquiry comes in, and I'm often not at a computer.

Waiting an hour to respond to this can mean lost revenue.

I'm an Android/Gmail user and AFAIK there's no way to configure that to say "Send a system notification when an email from <Sender XYZ> is sent to me." 

How can we vote for this? Ideally, I schedule a report to run 1x/week or daily and it gets sent with the data needed going to my property management team so I don't have to remember to run and send the reports. Thanks!

Is this not the ownerrez property ID?

In any case, the IDs are the same for every single line item. Some reviews came from one property the rest came from the other property. But the IDs is in that column are all the same.

If those are incorrect, you can edit the values to apply the correct property's ID and try?  Maybe try with 1-2 rows. 

Is this not the ownerrez property ID?

In any case, the IDs are the same for every single line item. Some reviews came from one property the rest came from the other property. But the IDs is in that column are all the same.

I'm not seeing the Listing Site Property IDs (different from the Property ID) in my export. Here's the file: https://docs.google.com/spreadsheets/d/1wplhGfqYqQshAQBUX1gKlL_1eqlRzL_mnoQw5zTR_-k/edit?usp=sharing

Maybe there's a bug or I'm grabbing this from the wrong location?

I see it 

I'm not seeing the Listing Site Property IDs (different from the Property ID) in my export. Here's the file: https://docs.google.com/spreadsheets/d/1wplhGfqYqQshAQBUX1gKlL_1eqlRzL_mnoQw5zTR_-k/edit?usp=sharing

Maybe there's a bug or I'm grabbing this from the wrong location?

The CSV does include the properly ID. It is in ListingSitePropertyId column. You can try edit that, but it also has ListingSiteReviewId which is unique for every property/review, may give an error. Try and see. 

Hi there, I'm having trouble figuring out how to set up my "Contact Us" mailto link on the hosted website (brooklynescape.com).

In an ideal scenario, it'd be great if I could set it up as follows:

1. The "Contact Us" link is basically a mailto for owner@brooklynescape.com.

2. Any incoming message to that address shows up as an Inquiry in OR.

3. I can reply to any inquiry from within OR.

Is this possible? Thank you!

OK, thank you, Adria - will do.

For such a detailed scenario, you might want to write in to the Help Desk so we can view your account details. The first idea that comes to mind to allow different minimum nights on different channels/hosted site would be to create a duplicate listing with one of them having a 30 night minimum & the other listing having whatever alternate minimum you select. You could use mutual blocking to sync the calendars.

Got it, that makes sense. Thank you for the explanation

Not viewing your personal account, but if your guest has a 'proxy' email address, meaning it is not their real direct email, but rather an email address with someguestname@guest.booking.com then the OwnerRez email you send is being directed to/through the Booking.com (BDC) messaging system.

In the not-too-distant future, you would be able to set up a channel message that would show the host & guest discussion from the BDC guest directly in the conversation thread of the booking. This can currently be done for API Airbnb & Vrbo connections.