How can I get started using RELAY®?
Helpful Links:
Click on one of the following links:
Why is my temporary account only valid for 30 days?
Your temporary account (the account that allows you to sign in to RELAY® and create your permanent username and password) expires after 30 days for your security.
You can contact your site administrator to have him or her reset your password. Remember to check your junk/spam e-mail in case your password is misdirected there.
How do I look up my password?
Click on
Forgot Password on the Sign In page to recover your lost Password securely.
You will be prompted to answer a security question, and a new temporary log in link will be sent to your e-mail address.
Where do I sign in?
You can visit
https://relay.rebt.com and enter your Site ID # to find your RELAY® sign in page.
Remember to add a link to your RELAY® sign in page for you and your clients.
How do I change my password?
You can change your Password and other user information at any time from your user Profile in RELAY®.
To learn how, please read Knowledge Base Article
KBA-01318.
How many documents can I add to my RELAY® Transaction?
You can add as many documents to your RELAY® Transaction as you need. Your documents are stored securely online, and backed up every night to a secure location. There is no limit to how many documents you can have in a transaction or on your RELAY® site.
RELAY® limits the size of each document uploaded to your site to 10 MB in order to ensure that the document is easy for a user to download if he or she is using a dial-up connection.
I used my browser's back button to save the same information more than once. Why can't I see the information now?
Using your back button on your browser while you are in RELAY® may make it so that the information you fill out is not saved correctly.
When you have successfully saved information in RELAY®, RELAY® will bring you back to the page you started on. If not, then you may wish to check your page carefully, and make sure that you are saving your information if there is a verification page.
If you use the navigation buttons within RELAY® (try Cancel if you want to go back to the previous screen without saving your information), then you will always be able to find your information.
RELAY® is requesting that I enable my ActiveX controls. Is this safe? How do I do this?
Your ActiveX controls are located in your Internet Explorer Security Settings. They enable you to view content on RELAY® which would not display properly otherwise.
You can re-enable these functions by setting your Internet Explorer Security settings to the default "Medium" settings.
To reset your settings in Internet Explorer:
- Go to Tools > Internet Options
- Click on Security
- Click on Default Level
- Click the Apply button
- Close and re-start Internet Explorer
This will reset your Internet Explorer security settings to Medium, which is a safe level for most browsing needs.
Or, Enable the following in Security Settings / ActiveX controls and plug-ins, then re-start Internet Explorer:
- Run ActiveX controls and plug-ins
- Script ActiveX controls marked safe for scripting
How long do I have until I get "timed out"? How do I keep that from happening?
For your security, RELAY® will automatically log you out of the system if you have not been active on the site for 30 minutes.
This helps to secure your site by ensuring that no one can accidentally enter your RELAY® site if you have left your computer on or forgotten to log out.
To prevent this from happening while you are on RELAY®, periodically save what you have already entered by clicking
Save or
Submit at the bottom of the page.
What is RELAY® Badge and how can I set mine up?
Once enabled, your RELAY® Badge will appear on the
Find a REALTOR® sections of
www.realtor.com and
www.realtor.org.
For additional information and to learn how to set it up
Click Here.
Can I receive any added benefits or discounts because I am a RELAY® user?
Yes.
In addition to organizing your files, reducing your risk, and increasing your marketing, RELAY® Partners provide additonal benefits, discounts, and services to RELAY® users.
E&O companies such as
Geo. F. Brown & Sons, Inc and Linsin, Sherman Associates offer significant reductions in deductbiles for RELAY® users.
Inside California, please contact
Linsin, Sherman Associates at:
(415) 479-9988 or
www.linsinsherman.com and tell them you are a RELAY® user to learn more.
Outside California, please contact
Geo. F. Brown & Sons, Inc at:
888-372-6262 x 3045 or visit
www.gfbgroup.com for more information.
RELAY® users also receive a discount on
e-PRO certification courses. Visit
relayepro.internetcrusade.com for details and to receive your discount today.
How do I create a Transaction without using WINFormsOnline® or ZipForm®Online?
To learn how, please read Knowledge Base Article
KBA-01327.
How do I upload a picture of my Transaction Property?
When you create or edit your property information you are able to upload a picture of the property for sale, also known as the Property Image.
To learn how, please read Knowledge Base Article
KBA-01330.
Why does my property image look squished or distorted?
The property image ideally should be 100 pixels wide by 60 pixels tall, and in GIF or JPG format.
If you upload a JPG that does not match these dimensions, it will be resized. This could stretch or squish your image if the dimensions are not proportional. Images that are GIF cannot be resized.
Why don't I see my Transactions page?
If you do not see the links for
Home | Transactions | Activities in the upper left-hand side of your RELAY® screen, you are probably not currently logged in as an Agent, Agent Assistant, Broker, or Transaction Coordinator. If you already have one of these accounts, try logging out and be sure to log back into your RELAY® Site using your Agent, Agent Assistant, Broker, or Transaction Coordinator account.
Why don't I see the button to Create New Transactions?
If you do not see the button to Create New Transaction, then you are logged in as a Broker. Brokers can review transactions in RELAY®, but they cannot create or manage transactions with their Broker role. You need an Agent account to create or manage transactions. If you already have an Agent account, try logging out of your Broker account and logging in to your Agent account to create a new transaction.
If you do not have an Agent account, please contact RELAY® by submitting this form:
Click Here.
I created a new transaction, saved it, but now I can't find it. Where did it go?
It is possible that you used the back button on your browser, or that you did not confirm your transaction information.
If you have errors on your page (where a field with a red * was not filled out), RELAY® will show you your page again with those missing fields highlighted. Fill out the fields and then save and confirm your changes in order to continue.
If you have sucessfully saved or updated a transaction in RELAY®, you will automatically be brought to the coversheet for that transaction, where you will see the
Contacts and
Create Transaction CD Buttons.
I cannot find the RELAY® Manager link in ZipForm®Online. What should I do?
If you cannot find the
RELAY® Manager link under the
Administration link in ZipForm®Online, it is possible that this feature has not yet been enabled on your ZipForm®Online account.
Please contact RELAY® Support to request that your RELAY® Manager be enabled in ZipForm®Online. To contact support
Click Here.
How do I change a file from Unknown to pre-contract?
A transaction is listed as Unknown when it is first synchronized with RELAY®.
To learn how to change the status, please read Knowledge Base Article
KBA-01334.
I try to synchronize with RELAY® from WINFormsOnline® or ZipForm®Online and I receive the following error: "Sync operation NOT complete. Object reference not set to an instance of an object" Why can't I synchronize with RELAY®?
This error occurs when you do not yet have the data export feature for RELAY® set up within ZipForm®Online or WINFormsOnline®.
For a complete walkthrough on setting this feature up, please read Knowledge Base Article
KBA-01335.
When I synchronize a transaction, why does WINFormsOnline® or ZipForm®Online create a new transaction in RELAY®?
The synchronization is designed to save you from having to re-enter transaction data twice. Since your transaction begins with your forms on WINFormsOnline® or ZipForm®Online, RELAY® creates a new transaction on your RELAY® site when you synchronize for the first time, even if you already have a transaction with the same address in RELAY®.
Since it is possible to have two transactions with the same or very similar addresses at the same time, RELAY® does not try to assume or guess where to put your forms. A new transaction is created when forms are synchronized for the first time.
Once your forms are synchronized from WINFormsOnline® or ZipForm®Online, they will always synchronize to the same transaction in RELAY®. This way you do not unintentionally end up with the same transaction more than once in RELAY®.
How do I import or synchronize a transaction from ZipForm®Online or WINFormsOnline®?
- ZipForm®Online users:
To learn how, please read Knowledge Base Article KBA-01309.
- WINForms Online® users:
To learn how, please read Knowledge Base Article KBA-01385.
If the wrong document was uploaded during a transaction, can it be deleted?
To ensure a complete record of your transaction is maintained, the system does not allow for deletion of a document by all users.
You may contact your Site Administrator to request deletion of the document (or the ability to delete documents). Or, you can remove visibility to all parties in the transaction, and you can rename the document (from the document detail). If you rename the document, then you and others in your office know to ignore the document because it was a mistaken or wrong upload.
How do I fax or e-mail documents from RELAY®?
Sending faxes and e-mails directly from RELAY® has been improved to allow autopoulation of your contact's e-mail address and fax number.
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01383.
How can a broker review documents in RELAY®?
You can see whether or not a broker has viewed a document through your
History tab.
Brokers can change the status of a document by using the Document Approval feature.
For more information on Document Approval, please read Knowledge Base Article
KBA-01378.
How do you upload a faxed document?
There are three ways to upload a faxed document, depending on the tools available to you and the way your fax was delivered.
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01348.
Is there an easy way to add forms or documents that I use in every transaction without having to add them individually each time to the transaction?
You can add forms to RELAY® through WINFormsOnline® or ZipForm®Online by using the
Sync with RELAY® feature.
You can add the documents that you use in every transaction by creating a
Checklist Template with these documents. When you apply the Checklist Template to your transaction, it will automatically add these documents to your transaction every time. Learn more about Checklist Templates and attaching documents under Activity Management.
Is there a restriction against html documents?
Yes. HTML and EXE documents can contain hidden elements which could be dangerous for your computer or your client's computer, sometimes without your knowledge. RELAY® does not upload these kind of files in order to protect your transactions and your clients.
If you'd like to store something which is in HTML on RELAY®, try printing it to a file using
Microsoft Document Image Writer printer or
Adobe PDF.
How do you edit an existing saved document?
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01352.
How do I edit my contact information on a saved fax cover sheet?
Any time your contact information changes, you can update your Profile.
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01353.
How do I sign documents electronically?
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01354.
When I try to open a PDF from RELAY®, I get a message saying "Document does not exist". Why do I get this message, and how can I fix this?
For a complete walkthrough, please read Knowledge Base Article
KBA-01351.
I received the following message while uploading a document Upload Document size is too large. What are the size limits for a document?
For a complete walkthrough, please read Knowledge Base Article
KBA-01350.
How do I create a Checklist Template?
For a complete walkthrough, please read Knowledge Base Article
KBA-01359.
What is the difference between a Personal Checklist Template and a Site Wide Checklist Template?
Personal Checklist Template - Can be used by the real estate professional that created the template. Best for templates which contain details different from those which other agents in the office might need or use (ie: Personalized stationery).
Site Wide Checklist Template - Can be used by any agent in the brokerage. Best for Checklist Templates containing activities which the Broker wishes all agents to follow.
What is a Mandatory Activity?
A Mandatory Activity is an activity in a Checklist Template which a user cannot edit or delete once the Checklist Template is applied to a transaction.
Mandatory Activities are useful if you would like reminders every time an important task is taking longer than usual in a transaction, even if there may be valid reasons for that task to be overdue. The name and due date cannot be changed on a Mandatory Activity once that activity is part of a Transaction.
What is a Document Placeholder?
A Document Placeholder creates a space for a document to be added to your transaction. Placeholders act as a helpful reminder to upload a document in relation to an activity in a transaction.
How do I use the CD-ROM Creation Module?
For a complete walkthrough, please read Knowledge Base Article
KBA-01363.
I created a transaction CD and opened the WinZip file, but the files inside look incomplete or strange - did I do something wrong?
You need to extract the files from WinZip to view them.
- Open the file in Winzip
- Click Extract
- Name the folder where you want your RELAY® documents so that you will recognize the folder later
- Open your folder
You should see a single page marked
Index, and a few subfolders.
Double-click on the file marked
Index to view your RELAY transaction file. This is the file you will use to access your archive.
If you created a CD label there will be a folder called
cdlabel which you can open and print from your printer.
To burn a transaction CD, open your CD burning software and add the entire transaction folder (the folder containing the
Index page) to the CD to be burned.
How do I print the label for my Transaction CD?
For a complete walkthrough, please read Knowledge Base Article
KBA-01365.
How do I make a Listing Presentation CD using the Listing Packet Checklist Template I created?
For a complete walkthrough, please read Knowledge Base Article
KBA-01366.
What are enhanced listing or public document webpages?
RELAY® allows you to create a page for each transaction which can be accessed by anyone who signs in to the public access page link which you provide. Public documents allow agents to create Enhanced listing pages which can be linked to from an MLS or other online listing. These pages can contain disclosure documents, additional pictures, and other information which buyers may be interested in viewing before a purchase agreement is signed.
Providing a link to public documents enhances online listings dramatically, while allowing agents to track who is viewing the information on the public page.
What type of documents can I make public?
You can post any type of document file that you have uploaded into RELAY® to a public page that tracks who logs in and views documents, bringing you more qualified leads, and impressing buyers with the amount of information available to them.
How do I link to my public documents page? Where should I put the link?
To link to the public documents page:
- Click Public Documents from your Documents tab
- Click Add to My Web Site
- Copy the HTML link
- Paste the HTML link where you want it in the HTML code
- Update the text for the link to fit your marketing message
Some places where you can link to your public documents site: from your website, in an MLS listing, in an electronic newsletter - or anywhere an interested buyer can click on it to visit your public documents page.
Why can't I find the agent I am looking for to invite to my transaction?
Working with an agent from another company who uses RELAY®? Not a problem! Use a cross-brokerage transaction to streamline communications. With shared updates, you can collaborate instantly. If you search for the agent you are working with and cannot find him or her in the RELAY® system, check with the agent. In order for an agent to be invited to work on a cross-brokerage transaction, he or she:
- Must have his or her own RELAY® account
- Must have already logged in and created his or her unique username and password
- Needs to set Agent Search Options in his or her profile to Visible
What if the agent on the other side of the transaction does not have RELAY®?
Create a
Guest Agent account for agents on the other side of the transaction who do not already have RELAY®. The Guest Agent can log in to your RELAY® Transaction, even if they are not a RELAY® subscriber. As the online transaction owner, you will control everything the Guest Agent can see. Also control whether or not the Guest Agent may add documents or notes to the transaction, just as you can with your client contacts.
I can upload most documents easily enough from my ZipForm® Online account, but how do I receive the contracts from the other agent if he or she is not a RELAY® subscriber?
Let the agent on the other side participate in the transaciton with a Guest Agent account. When you click on the button to add the agent for the other side (buy or sell), scroll down past the "Search for an Agent" feature, and check the box marked
Create Account.
The Guest Agent account can view documents, add notes, and upload new documents to your RELAY® transaction. Other agents enjoy the feature because it means they have access to all of the documents they need for the transaction too.
How can I delete a user from my site?
RELAY® keeps a complete record of your transaction history, including your site users, so you do not want to delete user accounts through RELAY®. To prevent a user from accessing RELAY®, contact your the Site Administrator and Lock unused or undesired accounts. Locked accounts are not accessible as long as they are locked, but you can unlock the account if you should need it in the future.
Why doesn't the user I added show up when I search to add him or her to transactions as a delegate?
If you are trying to add a delegate, he/she needs to be a user on your site who has already logged in to his/her account in RELAY®
If you would like to add a user to your site and then add him/her to your transactions as a delegate (Transaction Coordinator, Agent Assistant, or another Agent in your Brokerage):
- Create him/her as a new user in your Site Administration's User Manager
- Remind the user to log in within 7 days
- Once the user has logged in, click on your Transaction Contacts to add him/her to your delegates for the transaction
If I am a Delegate in a transaction, why can't I remove another Delegate in the same side of the transaction?
Only the agent can remove delegates from the transaction. This allows your agent to remain aware of which real estate professionals have acces to his/her transaction.
To remove a second delegate from a transaction, contact your agent and have him/her go to the transaction contacts (located on the transaction coversheet). Click on the
delete icon to remove the delegate from this transaction.
Removing a delegate from a transaction does not affect the delegate's ability to log in to RELAY®, it only means that the delegate can no longer work in the transaction they were removed from.
Delegates are usually: Transaction Coordinators, Agent Assistants, or Agents which the primary agent is working with in order to complete this transaction.
Remember, agents can only add or remove delegates on the side (Sell Side or Buy Side) of the transaction which they are representing. So an agent representing the seller cannot add or remove a delegate for the buyer's agent.
If a user does not log in, and the 30 days have expired, how do you send them another log-on invite?
Reset a user's account at any time through the User Management section of your Site Administration.
- Search for the user who needs their password reset
- Click on the user's name
- Click on the Reset Password button
Your user will now have a new email with the title
Reset RELAY Password that contains their new login link. He or she can click on the link and create their own unique username and password.
The new log in link is valid for 30 days from the date you reset the password. It helps to double-check the user's e-mail address to ensure it is correct. If a user cannot find his or her login information, try the junk/spam mail folder for that email address for their RELAY® account email.
I have a single agent account. How do I give my broker access to view all my transactions?
Whether you are a brokerage or a single agent, you can create an account for your broker at no additional charge so that he/she can view your transactions.
Create a broker account at any time through your site administration:
- Click on your Site Administration link
- Click on the User Manager
Note: If your RELAY® Site says "You have reached the maximum number of licensed agent users..." that means that you would need to purchase more licenses in order to add another Agent to your site. You can still add Broker (or Assistant or Transaction Coordinator) users at any time.
- Click on Create New User
- Select Broker for the user role
- Enter and confirm your Broker's contact information
Your broker will receive a
Welcome to RELAY® e-mail which he/she can use to view your transactions.
How do I add a custom banner to my RELAY® site?
Customize your RELAY® site by displaying a banner at the top of every page which has your logo or branding.
For a complete walkthrough on using this feature, please read Knowledge Base Article
KBA-01372.
How do I request more RELAY® Licenses for my site?
You can request more licenses for your site at any time by clicking the Site Administration link located on the upper right corner of your RELAY® site. Here you will see an Add Licenses button, click the button and type in the number of licenses you would like to request, then click the Request RELAY® License button. Within one business day a RELAY® representative will contact your site owner to confirm this change and arrange for pricing and payments for your additional agents. For additional order information feel free to contact us at info@rebt.com
How can I learn more about how to use RELAY®?
RELAY® Training:
- Certified Trainers - RELAY® experts who are trained to teach you how to use RELAY® effectively
- Online Training - Free online training courses are held twice a week to help you get started with RELAY®
- Training Videos - 30-90 second training videos are located in the RELAY® help files accessible from your RELAY® site
RELAY® Support, Reference and User Guides:
- Getting To Know RELAY® - A seven part guide that outlines some of the features in RELAY®
- RELAY® Support Site - An online database of FAQs and Knowledge Base Articles
- RELAY® Newsletter - Tips and tricks for using RELAY®
- Help at a Glance Guides - A collection of various user guides for RELAY®
Is there anyone in my area who I can contact to help me with RELAY®?
RELAY® Certified Trainers are located throughout the United States, and are ready to give remote or hands-on help to all RELAY® users. Click here to find a Certified Trainer in your area.
How can I become a certified trainer?
RELAY® Certified Trainers teach REALTORS® how to use RELAY® effectively and efficiently.
Click Here to learn more about becoming a Certified Trainer.
What does Site Wide or Personal Availability mean?
Availability tells you who can see these contacts.
Site Wide contacts can be seen and copied into transactions by anyone (Broker, Assistant, Transaction Coordinator, or Agent) on the site. Think of it as your Brokerage's "Address Book" for the contacts you use most often in transactions.
Personal contacts can only be seen and copied into transactions by you. Think of it as your own personal contacts which you use most often in your transactions.
