Support Home

Videos

The Basics

• About OwnerRez

• How It Works

• Requirements

• Costs & Fees

• Switching From a Different Vendor

• OwnerRez Announcements

• New Design 2024

• OwnerRez Status Page

• OwnerRez Read-Only Environment

Setting Up Your Account

• New Registration

• Required Personal Information

• Adding a Property

• Culture Configuration

• Setup Interview for Rates and Seasons

• Where's Everything Else?

• Setup Checklist

Supported Devices

• Mobile Phones and Tablets

• Installing on Android

• Installing on iOS

ProServices

• Overview

• ProConnect

• ProTransfer

• WebAssist

• Common Issues & Questions

Testing

Why Test?

• Overview

Tools

• Listing Quality Analyzer

Rate Testing

• Overview

• Direct Rate Tester

Calendar Testing

• Overview

• Imports To OwnerRez

• Exports from OwnerRez

• iCal Testing Video

Overview

• Glossary/Definitions/Acronyms

• A Bird's Eye View

• Setting Up Direct Bookings

• Getting to your booking area

Bookings, Quotes, Inquiries

• Inquiries, Quotes, and Bookings Overview

• Why you should create quotes instead of bookings

• Quote and Booking Reservation Process

• Quotes Overview Video

• Changing Charges

• Creating, Sending & Converting Quotes

• Main Bookings Display

• Pending Bookings

• Quote Status Changes

• Extending a Stay

• Cancel, Change or Refund a Booking

• Collect Payments Manually

• Moving a Booking to a Different Property

• Blocking-off time

• Blocks vs $0 - $1 per Night Quotes and Bookings

• Delete Guest Credit Card

• Split Payments

• Multiple Payments

• Mid to Long Term Stays

• Open Rescheduling

• Instant Book vs. Request-to-Book

• Understanding a Booking & Its Parts

Damage Protection

• Damage Protection Overview

• Damage Protection Insurance Video

• Batch Update Existing Bookings

• Common Issues & Questions

• Enhanced Damage Protection Specific Questions

Data Management

• Exporting Data from OwnerRez

• Importing Outside Bookings

Deposits

• Overview

• Deposits, Fees and Adjustments

• Deposit Status and Finding/Filtering Deposits

• Historic Deposits Pre-July 2022

• Stripe and Lynnbrook Group Automatic Imports

Fields

• Field Codes

• Field Codes Walk-through

• Custom Fields

• Field Codes Common Issues and Questions

• Capture additional fields on booking and agreement signing

Form Messages

• Form Messages Overview

• Quote Acceptance

• Booking Review

• Booking Travel Insurance

• Guest Form Error Messages

Guests

• Guests Overview

• Creating new guest records

• Delete Guest Records

• Find, search and filter guests

• Separating or Merging Guest Records

• Problem Guests

• International Guests

• Guest Monitoring

• Email Blasts

• Proxy Email Addresses

• Tracking guest interactions through Google Analytics and Facebook Pixel

My Account

• Overview

• Change Password

• Freezing Your Account

• Closing Your Account

• Affiliate Program

• Forgot your email address?

• Forgot your password?

• Ask for Help

Notifications

• Overview

• Setup & Configuration

• Email Notifications

• Push Notifications

Privacy & Security

• Overview

• Frequently Asked Questions

• Privacy Policy

• Data Backups

• SSL Certificates

• Terms of Service

• Messaging Policy

• PCI Compliance

• Refund Policy

• Two-Factor Authentication

Properties

• Adding New Properties

• Listing Content - Starting from Scratch

• Amenities

• Availability Rules

• Descriptions

• Check-in & Check-out

• Disable or Re-enable a Property

• Apply Rules to Other Properties

• Combined properties with mutual blockoff/lockoff

• Sync Bookings to Google Calendar

• Third Party Communication Options

• Housekeeping Scheduling

• Photos Overview

• Create Rooms & Connect Photos to Rooms

• Adding Photos

• Bedroom & Bathroom Set Up

• Importing From Airbnb & VRBO

Rates

• Overview

• Seasons/Holidays and Rates

• Seasonal Rates

• Copying Seasons

• Spot Rates

• Rates Calendar

• Pricing Preferences

• Holidays

• Season Select

• Add-On Services

• Charging a Cancellation Fee

• Charging a Processing Fee

• Discount Codes

• Length of Stay (LOS) Discounts

• Common scenarios for surcharges and discounts

• Additional Pricing Settings - Surcharges

• Additional Pricing Settings - Discounts

• Last-Minute Discounts

• Gap Management

• Batch Copy

Renter Agreements

• Renter Agreements Overview

• Request for Contact Info (real email address) and Signing

Reviews

• Overview

• Storing reviews by entering them manually

• Storing reviews by importing them in bulk via Excel

• Responding to Reviews

• Reviews from Direct Bookings

• Searching and exporting reviews

• Displaying Guest Reviews on Your Website

• Pushing Non-Vrbo Booking Reviews To Vrbo

• Automatic 5-Star Reviews

• Delayed Posting of Bad Reviews

Rules

• Property Rules Overview

• Booking Rules

• Cancellation Policies

• Common Issues & Questions

• Guest Occupancy Restrictions

• Weekend Nights

• Property Level Rules

• Pets

• Lead Time

• Minimum Nights

• Change Restrictions, Booking Window, Forced Gaps

Security Deposits

• Security Deposits Overview

• Security Deposit Holds

• Security Deposit Holds Common Issues & Questions

• Refundable Damage Deposits (RDD)

Tags

• Overview

• Add and Edit

• Use and Assign

• Search and Filter

• Tag Groups

• Tag Automations

• Common Issues & Questions

• Language Tags

Taxes

• Overview

• Additional Pricing Settings - Taxes

• Collecting Tax Information

• Configuring Taxes

Team Access

• Team Access Overview

• Portal User Access

• Portal Access Video

• Branded Portal

• Staff Member Access

• Team Notifications

• Branded Portal Setup

Technical Stuff

• Domain Names

• Public IP Addresses

• Subdomain Landing Pages

Theming

• Theming Overview

• Creating & Using Themes

Travel Insurance

• Travel Insurance Overview

• Travel Insurance Issues & Questions

• Travel Insurance Video

Channel Management

• Overview

• Identifier Mapping

• Technical Terms

• Third Party Managers

• Other OTAs and Channels

API Integrations

• Overview

• Preparing to go API

• Technical & Functional Differences

• Rate & Fee Differences

• Include Surcharges in the Rent Display

• Importing Existing Bookings

• Local Laws and Regulations

• Property Field Differences

• Per-Channel Rate Adjustments

• Property Field Quirks

• Manual Modes

Airbnb

• Airbnb Overview

• Airbnb Setup & Connecting

• Airbnb Connecting API Video

• Airbnb Common Issues & Questions

• Request Airbnb Guest Contact Information

• Airbnb Discounts

• Airbnb inquiries, Special Offers, Request to Book, Pre-Approvals

• Airbnb API Surcharge Rules & Settings

• Airbnb Review Tags

• Airbnb Taxes

• Airbnb Transaction Sync

• Bulk Recalculate Charges Tool

• Airbnb Photos, Rooms & Amenities

bnbfinder

• bnbfinder Setup & Connecting

Book Direct Forgotten Coast

• Book Direct Forgotten Coast Setup & Connecting

Booking.com

• Booking.com Setup & Connecting

• Booking.com Common Issues & Questions

• Booking.com Messaging

• Booking.com Property Verification and Payments

• Booking.com Rates and Fees

• Booking.com Reviews

• Booking.com Unmapped Events

ECBYO

• ECBYO Setup & Connecting

Find Rentals

• Find Rentals Setup & Connecting

FLARBO

• FLARBO Setup & Connecting

Florida Rentals

• FloridaRentals.com Setup & Connecting

getawayGoGo

• getawayGoGo Setup & Connecting

• getawayGoGo Common Issues & Questions

Glamping Hub

• Glamping Hub Setup & Connecting

Golightly

• Golightly Setup & Connecting

Google Vacation Rentals

• Google Vacation Rentals Overview

• Google Vacation Rentals Setup & Connecting

• Google Vacation Rentals Common Issues & Questions

Got2Go

• Got2Go Setup & Connecting

GuestSmiles

• GuestSmiles Setup & Connecting

• GuestSmiles Common Issues & Questions

HomeToGo

• HomeToGo Setup & Connecting

• HomeToGo Common Issues & Questions

Hopper Homes

• Hopper Homes Setup & Connecting

Houfy

• Houfy Setup & Connecting

• Houfy Common Issues & Questions

Monthly Rentals by Owner

• Monthly Rentals by Owner & American Snowbird Setup & Connecting

Nofie

• Nofie Setup & Connecting

Rentalz

• Rentalz Setup & Connecting

TripAdvisor

• TripAdvisor Overview

• TripAdvisor Setup & Connecting

• TripAdvisor Common Issues & Questions

Vrbo

• Vrbo Overview

• Vrbo Setup & Connecting

• Vrbo Common Issues & Questions

• Vrbo Connecting API Video

• Vrbo API vs Vrbo non-API

• Vrbo API Connection Auto-populated Expedia URLs

• Vrbo Messaging

• Vrbo Pay-Per-Booking (PPB) Commission File Imports

Whimstay

• Whimstay Setup & Connecting

Calendar Import/Export

• Overview

• iCal Import/Export Video

• Custom iCal Links

• Common Issues & Questions

• Vrbo guide

• Airbnb guide

• Booking.com guide

• TripAdvisor guide

• HomeEscape guide

• Houfy guide

• FloridaRentals.com guide

• ECBYO guide

• ALAVHR guide

Channel Bridge

• Overview

• Installing and Using

• What It Is & How It Works

• Bringing In Bookings From Channels

• Bringing In Reviews From Channels

• Updating to Latest Version

• Pushing rates to Airbnb and Vrbo

• When it's needed, by channel

• Common Issues & Questions

Listing Site Integration

• Integration Overview

• Regional Listing Sites

• Inquiry Import

• Inquiry parsing for emails using body text

• Inquiry parsing for emails using custom SMTP headers

• Listing Content Import

• Listing Content - Importing from Airbnb

• Listing Content - Importing from Vrbo

• Custom Sources

• Connecting to Evolve

Overview

Accounting

• Clearing

• Hostfi

• Owner Center

• QuickBooks by Intuit

• VRPlatform

Automation

• BeHome247

• Zapier

Business Intelligence

• Key Data

• MovingLake

• Quibble

• Rentamira

• TechTape

Devices

• GuestView Guide

• MasterMind · Tech

• Minut

• Ok2Charge

• StayFi

• WYND

Door Locks

• Overview

• Technical and Functional Differences

• Common Issues & Questions

• Schlage

• igloohome

• Hubitat

• Brivo

• eRentalLock

• i-checkin

• Jervis Systems

• Kaba/Oracode

• Lynx

• Manual Locks

• PointCentral

• RemoteLock

Dynamic Pricing

• Overview

• Beyond

• DPGO

• PriceLabs

• Rankbreeze

• Rategenie

• Rented

• Wheelhouse

Guest Communication

• Absolutely

• AIPEX

• Akia

• Aparta

• Besty AI

• ChargeAutomation

• Chekin

• DACK

• Duve

• Enso Connect

• Folio

• Guest Ranger

• Orana Stay

• HostAI

• HostBuddy AI

• RedCarpet Host

• RueBaRue

• SuiteOp

• The Host Co

• Touch Stay

• Trustd.ai

• Welcome Compass

• YourWelcome

Housekeeping Services

• Overview

• Breezeway

• Clyn

• EZcare

• Operto Teams

• ResortCleaning

• TIDY

• Turno

Insurance

• RentalGuardian [native]

• InsuraGuest

• Safely

• Superhog

QuickBooks

• Overview

• Setup & Connecting

• How Syncing Works

• Settings & Mappings

• Deposits

• Common Issues & Questions

• Batch Update Bookings

• Reconciling Payments and Deposits Without Fees

• Product or Service Item Mapping

Websites

• Boostly

• CraftedStays

• Magnetic Strategy

• RealTech

• Webready

Other

• Stays Group

Overview

Communication History

Email Messaging

• Overview

• Email Templates and Triggers

• Autoresponders

• Create a pre-arrival email using email templates, triggers, and custom fields

Email Template Library

• Overview

• Cleaner Reminder

• Discount for gap nights - automatically up-sell the night before or after the booking to the guest

• Inquiry Available Response

• Offer Travel Insurance to All Guests After Booking

• Arrival Day Email

• Day of Week Reminder

• Post Stay Email

• Pre-Arrival door lock code for Schlage

• Pre-arrival door lock code

• Receipt/Billing Summary/Invoice

• Reminder to Guest to Sign Rental Agreement

• Reminder to Myself - RA Has Not Been Signed

• Review Request

• Second payment reminder

• Vrbo Inquiry Response

Channel Messaging

• Overview

• Channel Messaging With Guests

• Channel Message Limitations

SMS Messaging

• SMS Overview

• SMS Overview

• Setup & Configuration

• SMS Common Issues & Questions

• SMS Segments Calculator

System Messages

• System Messages Overview

• Suspend Guest System Messages

Templates

• Templates Overview

• Channel Templates

• Email Templates

• SMS Templates

Triggers

• Overview

• Setup & Configuration

• Common Issues & Questions

• Examples

Library

• Example - Inquiry Reply for Rule Violation

• Example - Inquiry Reply for Unavailable Dates

• Example - Inquiry Reply for Missing Information

• Example - Inquiry Reply for Bookable Quote

• Example - Request Channel Guest for Contact Info and Sign Renter Agreement

• Example - Request Channel Guest With Contact Info to Sign Renter Agreement

• Example - Thank Your Guest, Who Booked on Your Website, for Booking Direct

• Example - Notify Cleaning Staff of New Booking

• Example - Notify Owner of New Booking

• Example - Send Your Guest Who Booked on Your Website an Invoice or Receipt

• Example - Send Booking Cancellation Notice to Channel Guest Without Contact Info

• Example - Send Booking Cancellation Notice to Channel Guest With Contact Info

• Example - Send Booking Cancellation Notice to Guest Who Booked on Your Website

• Example - Notify Cleaning Staff of Cancellation

• Example - Notify Owner of Cancellation

• Example - Reminder to Yourself That Renter Agreement Has Not Been Signed

• Example - Offer Travel Insurance to Channel Guest Without Contact Info

• Example - Offer Travel Insurance to Channel Guest With Contact Info

• Example - Offer Travel Insurance to Guest Who Booked on Your Website

• Example - Offer Discounted Gap Night to Channel Guest Without Contact Info

• Example - Offer Discounted Gap Night to Channel Guest With Contact Info

• Example - Offer Discounted Gap Night to Guest Who Booked on Your Website

• Example - Offer Deeply Discounted Gap Night to Channel Guest Without Contact Info

• Example - Offer Deeply Discounted Gap Night to Channel Guest With Contact Info

• Example - Offer Deeply Discounted Gap Night to Guest Who Booked on Your Website

• Example - Send Arrival Information to Channel Guest Without Contact Info

• Example - Send Arrival Information to Channel Guest With Contact Info

• Example - Send Guest Arrival Information to Guest Who Booked on Your Website

• Example - Notify Cleaning Staff of Special Prep for Upcoming Booking

• Example - Notify Owner of Special Prep for Upcoming Booking

• Example - Send Morning of Arrival Information to Channel Guest With Contact Info

• Example - Send Morning of Arrival Information to Channel Guest With Contact Info

• Example - Send Guest Morning of Arrival Information to Guest Who Booked on Your Website

• Example - Remind Cleaning Staff About an Early Check-in and/or to Document the State of the Property

• Example - Send Morning After Arrival Message to Channel Guest Without Contact Information to Ensure Everything is Alright

• Example - Send Morning After Arrival Message to Channel Guest With Contact Information to Ensure Everything is Alright

• Example - Send Morning After Arrival Message to Guest Who Booked on Your Website to Ensure Everything is Alright

• Example - Remind Your Channel Guest Without Contact Info About Day of Week Task

• Example - Remind Your Channel Guest With Contact Info About Day of Week Task

• Example - Remind Guest Who Booked Through Your Website About Day of Week Task

• Example - Send Departure Information to Channel Guest Without Contact Info

• Example - Send Departure Information to Channel Guest With Contact Info

• Example - Send Departure Information to Your Guest Who Booked on Your Website

• Example - Remind Cleaning Staff About a Day of Week Task

• Example - Remind Cleaning Staff About the Next Cleaning Date

• Example - Send Morning of Departure Info to Channel Guest Without Contact Info

• Example - Send Morning of Departure Info to Channel Guest With Contact Info

• Example - Send Morning of Departure Information to Guest Who Booked on Your Website

• Example - Remind Cleaning Staff About Guest Departure/Scheduled Cleaning and Document the State of the Property

• Example - Send After Departure Thank You to Channel Guest Without Contact Information

• Example - Send After Departure Thank You to Channel Guest With Contact Information

• Example - Send After Departure Thank You to Guest Who Booked on Your Website

Suppressed Email Addresses

• Overview

• Blocked Email Domains

Verified Email Domains

• Overview

• Email From/Reply-To and Verified Sender

• Namecheap

• GoDaddy

• Google Domains

• Wix

API for Apps

• Overview

• Authentication

• Sandbox Messaging

• OAuth Apps

• Webhooks

• Rate Limiting

• Creating Quotes and Bookings

API for Channel Integration

• Overview

• Setup & Configuration

• Enumerations

• Lodging Rate Fees, Discounts, & Taxes

• MOR Channel How Payments Work

• Example - Advertiser Index

• Example - Advertiser Booking Index

• Example - Advertiser Review Index

• Example - Availability

• Example - Availability Index

• Example - Booking Creation

• Example - Booking Details

• Example - Query Booking Updates

• Example - Contact Index

• Example - Fast Availability

• Example - Listing

• Example - Listing Index

• Example - Lodging Configuration

• Example - Lodging Configuration Index

• Example - Lodging Rate

• Example - Lodging Rate Index

• Example - Quote

• Example - Review

• Example - Review Index

Payment Processing

• Overview

• Overview Video

• Credit Cards

• Checks Overview

• Checks Video

• PayPal

• Custom Payment Video

• Custom Payment Options

• 3-D Secure 2.0 (3DS2)

• Common Issues & Questions

• How to Handle Chargebacks

• Stripe Process Unsafely Warning

• PayPal versus Credit Card Processing

• PayPal Statement Name

• Why No Square Support

Processors & Gateways

• The Whole List

• Recommended

• Changing

• Alternate Names

• Authorize.net

• Clover (formerly Payeezy)

• Converge

• Lynnbrook Group

• Lynnbrook Classic

• PayPal

• Plug'n Pay

• Sage Payments

• Stripe

• USA ePay

• Vacation Rental Payment (VRP) by Yapstone

• Worldline

Overview

Setup & Configuration

Common Issues & Questions

Expenses

• Expenses Overview

Owner Statements

• Owner Statements Overview

• Extra Bookings

• Missing Bookings

Owner Payouts

• Direct Owner Payments

PM Lock

• PM Lock Overview

Overview

Common Issues & Questions

Reports (non-exhaustive)

• Date Range

• Available Nights Report

• Empty Units Report

• Payments Summary Report

• Bookings Detail Report

• Email List Report

• Line Item Pivot Report

• Taxes Detail Report

• Listing Site Fees Report

• Credit Card Processing History

• Insurance Detail Report

2024

• Update October 9, 2024

• Update October 2, 2024

• Update September 25, 2024

• Update September 18, 2024

• Update September 11, 2024

• Update September 4, 2024

• Update August 28, 2024

• Update August 21, 2024

• Update August 14, 2024

• Update August 7, 2024

• Update July 31, 2024

• Update July 24, 2024

• Update July 17, 2024

• Update July 10, 2024

• Update July 3, 2024

• Update June 26, 2024

• Update June 19, 2024

• Update June 12, 2024

• Update June 5, 2024

• Update May 29, 2024

• Update May 22, 2024

• Update May 15, 2024

• Update May 8, 2024

• Update May 1, 2024

• Update April 24, 2024

• Update April 17, 2024

• Update April 10, 2024

• Update April 3, 2024

• Update March 27, 2024

• Update March 20, 2024

• Update March 13, 2024

• Update March 6, 2024

• Update February 28, 2024

• Update February 21, 2024

• Update February 14, 2024

• Update February 7, 2024

• Update January 31, 2024

• Update January 24, 2024

• Update January 17, 2024

• Update January 10, 2024

• Update January 3, 2024

2023

• Update December 20, 2023

• Update December 6, 2023

• Update November 29, 2023

• Update November 22, 2023

• Update November 15, 2023

• Update November 8, 2023

• Update November 1, 2023

• Update October 25, 2023

• Update October 18, 2023

• Update October 11, 2023

• Update October 4, 2023

• Update September 20, 2023

• Update September 13, 2023

• Update September 6, 2023

• Update August 30, 2023

• Update August 23, 2023

• Update August 16, 2023

• Update August 9, 2023

• Update August 2, 2023

• Update July 26, 2023

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• Update July 12, 2023

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• Update June 7, 2023

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• Update May 10, 2023

• Update May 3, 2023

• Update April 26, 2023

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• Update March 30, 2023

• Update March 22, 2023

• Update March 15, 2023

• Update March 8, 2023

• Update March 1, 2023

• Update February 22, 2023

• Update February 15, 2023

• Update February 10, 2023

• Update February 3, 2023

• Update January 27, 2023

• Update January 12, 2023

• Update January 4, 2023

2022

• Update December 23, 2022

• Update December 16, 2022

• Update December 15, 2022

• Update December 8, 2022

• Update November 29, 2022

• Update November 23, 2022

• Update November 21, 2022

• Update November 11, 2022

• Update November 1, 2022

• Update October 21, 2022

• Update October 14, 2022

• Update October 9, 2022

• Update October 4, 2022

• Update September 30, 2022

• Update September 26, 2022

• Update September 23, 2022

• Update September 15, 2022

• Update September 12, 2022

• Update September 6, 2022

• Update August 25, 2022

• Update August 12, 2022

• Update August 5, 2022

• Update July 29, 2022

• Update July 12, 2022

• Update July 1, 2022

• Update June 21, 2022

• Update May 24, 2022

• Update May 17, 2022

• Update April 26, 2022

• Update April 18, 2022

• Update April 11, 2022

• Update April 4, 2022

• Update March 21, 2022

• Update March 8, 2022

• Update February 21, 2022

• Update February 14, 2022

• Update January 31, 2022

• Update January 17, 2022

2021

• Update December 23, 2021

• Update December 21, 2021

• Update December 13, 2021

• Update November 15, 2021

• Update November 8, 2021

• Update November 1, 2021

• Update October 18, 2021

• Update October 11, 2021

• Update September 27, 2021

• Update September 20, 2021

• Update September 13, 2021

• Update September 6, 2021

• Update August 30, 2021

• Update August 23, 2021

• Update August 16, 2021

• Update August 9, 2021

• Update August 2, 2021

• Update July 26, 2021

• Update July 19, 2021

• Update July 12, 2021

• Update July 5, 2021

• Update June 28, 2021

• Update June 14, 2021

• Update June 1, 2021

• Update May 24, 2021

• Update May 10, 2021

• Update May 3, 2021

• Update April 17, 2021

• Update April 12, 2021

• Update April 5, 2021

• Update March 29, 2021

• Update March 22, 2021

• Update March 1, 2021

• Update February 22, 2021

• Update February 2, 2021

• Update February 1, 2021

• Update January 25, 2021

• Update January 11, 2021

2020

• Update December 21, 2020

• Update December 7, 2020

• Update November 30, 2020

• Update November 23, 2020

• Update November 9, 2020

• Update November 2, 2020

• Update October 26, 2020

• Update October 19, 2020

• Update October 13, 2020

• Update September 28, 2020

• Update September 21, 2020

• Update September 7, 2020

• Update August 31, 2020

• Update August 24, 2020

• Update August 10, 2020

• Update August 3, 2020

• Update July 27, 2020

• Update July 20, 2020

• Update July 13, 2020

• Update July 6, 2020

• Update June 29, 2020

• Update June 22, 2020

• Update June 8, 2020

• Update June 1, 2020

• Update May 18, 2020

• Update May 11, 2020

• Update April 27, 2020

• Update April 13, 2020

• Update March 30, 2020

• Update March 23, 2020

• Update March 16, 2020

• Update March 3, 2020

• Update Feb 24, 2020

• Update Feb 17, 2020

• Update Feb 10, 2020

• Update Feb 3, 2020

• Update Jan 20, 2020

• Update Jan 13, 2020

2019

• Update Dec 30, 2019

• Update Dec 16, 2019

• Update Dec 9, 2019

• Update Dec 2, 2019