Ask An Ambassador: AR Support Isn't Responding, How Do I Get Help?

By
Real Estate Agent with RE/MAX Elite 513.520.5305 www.LizTour.com SAL.2002007747

Need a hand?I think it's apparent to most of the community that ActiveRain doesn't have the biggest support team in the world.  I couldn't tell you how many, or where they physically work, or if they're full time ActiveRain employees or a contracted service,  but there ARE some people out there to help. 

But there are a few things clear.

If you want to reach them, it's support@ActiveRain.com or fill out the community contact form. There is no direct phone number unless you want to call Bob Stewart.

Most problems DO get fixed, and fairly quickly, ONCE they know about the issue.

Hope you don't have a serious problem on the weekends or holidays :)

But here's the beauty of a social community like ActiveRain, there is a LOT of knowledge out there.  While we don't have direct access under the hood to go change code, send spammers straight to Hades, knock a balky server around with a big hammer or do any of the true tech stuff, there are things this community has learned over the years that helps make our daily lives easier.

First off, you need to ask for help, but be selective how and where.

If you're a new blogger, asking a question via your blog post is unfortunately probably not going to get you much of a response.  Later after you've gained a following, THEN that approach might work. But until that day you've got some better options:

1.  Go to the Q&A section and ask.  Chances are you'll get a bunch of answers.  Wade through the generic yes, no, I don't knows and look for the ones that actually answer your question.

2.  Find an ACTIVE ActiveRain Ambassador and ask them.  Unfortunately the roster is populated with folks that haven't been active here in years, so query the ones you see commenting, writing posts, etc.  They're your best shot in the Ambassador group.  If we don't know we'll shoot up a flare in the Ambassador Facebook group for help.  And the Ambassadors are unpaid volunteers, so don't get too antsy if you don't hear back quickly.  We're out helping people buy and sell just like you.

3.  Ask ANY ActiveRain member.  In general, everyone here is pretty helpful.  If they don't know, they're probably going to point you to Bob Stewart or another community member.

There are some things you can do that sometimes solve your own issue.  It's been my experience that over time our browsers can get a bit wonky trying to talk to ActiveRain, and that can lead to trouble.

Try switching browsers.  If that doesn't by itself help, try cleaning out your browser cookies & cache, log out and back in and see if that fixes it.

Try switching platforms.  Having trouble with mobile devices?  Get off your tablet or phone and try your laptop or desktop (if you still have one).  It may not "fix" the problem, but it can at least get you back to functional.

Photo upload issues?  A few top contributors to problems:  File size over 1 MB or the filename includes some special characters.  Resize your photo to a smaller size and/or rename it to something alphanumeric.  If that doesn't help, consider reusing a past photo in your current post.  And another option?  Use another site to host the photo (e.g. your Wordpress site or a 3rd party site assuming commerical use doesn't violate their TOS) and get the URL for the photo and put that in via the ActiveRain photo editor.

Now none of these may fix your issue, but if you've contacted support or an Ambassador has reached out to Bob or someone else on the AR staff, the problem may resolve fairly soon.  In the interim, you're a real estate agent and I'm betting you've got a To Do list about 1000 items long of other things you COULD be doing besides driving your blood pressure up over a tech issue.  Just have a cup of coffee,   pet the dog or cat and try again later.  Deep breaths Grasshopper, it's going to be okay.

 

Until next Tuesday, just Ask An Ambassador if you need help!

Bill of Liz and Bill aka BLiz

 

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Serving Warren County Ohio & Adjacent Areas


The Liz Spear Team of RE/MAX Elite
Elizabeth Spear, ABR, CRS, Ohio License SAL.2002007747

William (Bill) Spear, CRS, Ohio License SAL.2004011109  Kentucky 77938
Ask for us by name if you visit the office!

EHO Two locations: Lebanon & Mason, OH
Bill Direct:  513-520-5305
Liz Direct: 513-265-3004     
Fax: 866-302-8418

MailTo:  LizSpear@Go-Concepts.com

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Rainmaker
2,342,863
Rebecca Gaujot, Realtor®
Perry Wellington Realty, Adam Conrad, Broker - Lewisburg, WV
Lewisburg WV, the go to agent for all real estate

I agree with William Feela, AR really had great support when it was first started.  I usually go to the Q&A for help, and usually get my answer there.

 

Jun 12, 2018 07:07 PM #4
Ambassador
2,935,690
Chris Ann Cleland
Long and Foster REALTORS®, Gainesville, VA - Bristow, VA
Associate Broker, Bristow, VA

Good post!  Folks need to bookmark this one instead of working themselves into a lather.  Take a breathe and work the steps.

Jun 12, 2018 07:08 PM #5
Rainmaker
2,572,092
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Sometimes, all you have to do is knock and the door is open for you when you least expect it and most need it.

Jun 12, 2018 10:39 PM #6
Rainmaker
2,572,092
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

I love the term “working oneself into a lather” and I’m not sure if it’s a local term or just one I don’t know Chris Ann Cleland

Jun 12, 2018 10:42 PM #7
Rainmaker
2,572,092
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

A lot of times if you post something asking for help from everybody including support, that works the best.

Jun 12, 2018 10:45 PM #8
Rainmaker
3,416,906
Dorie Dillard
Coldwell Banker United Realtors® ~ 512.346.1799 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Liz and Bill Spear,

Practical answers in blogging and dealing with Active Rain issues especially relying on ourselves or going over to Q & A section. We are in real estate and can find a thousands things we need to be doing if something isn't working right in AR.

Jun 13, 2018 04:42 AM #9
Rainmaker
2,269,353
Richie Alan Naggar
people first...then business Ran Right Realty - Riverside, CA
agent & author

Where there is a will...there is a way. Ambassadors have that will & they share

Jun 13, 2018 05:33 AM #10
Rainmaker
22,979
James Grant
Asheville, NC

Good Morning, Liz and Bill, Yes, Indeed! I agree with you for those having AR Issue must ask Q & A section. Thanks for Sharing and Have a Nice Day!

Jun 13, 2018 05:41 AM #11
Rainmaker
2,641,530
Scott Godzyk
Godzyk Real Estate Services - Manchester, NH
One of Manchester NH's Leading Agents

I have been lucky that all my questions have been answered by AR users and quite quickly. 

Jun 13, 2018 05:48 AM #12
Ambassador
1,684,782
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

good post Liz and Bill Spear  q&a helps as does going to Facebook  where you can usually find the best answers faster . 

Have a great day

Jun 13, 2018 07:41 AM #13
Rainmaker
268,996
Mott Marvin Kornicki
Waterway Realty, Realtors® • Broker • South East Florida • - Miami Beach, FL
Waterway Realtors, Notary Public 786-229-7999

Most things can be found by reading and hunting. I found the Q and A section very helpful for most all issues!

Jun 13, 2018 08:19 AM #14
Ambassador
1,572,991
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Excellent advice - and your tips generally work for me. Thanks Bliz for the logical solution. D 

Jun 13, 2018 08:31 AM #15
Rainmaker
976,601
Margaret Goss
Baird & Warner Real Estate - Winnetka, IL
Chicago's North Shore & Winnetka Real Estate

It's sort of like the early days of Active Rain. There was no technical support and we had to learn for ourselves. If I saw another poster do something that I liked, I would write them and ask how they did it.

 

Jun 13, 2018 08:44 AM #16
Ambassador
3,307,912
Kathy Streib
Room Service Home Staging - Delray Beach, FL
Home Stager - Palm Beach County,FL -561-914-6224

Bliz- good advice especially since we no longer have a direct way to contact customer service. Contacting someone here that is an Ambassador or has actively been here is often a speedier to get an answer. 

Jun 13, 2018 10:06 AM #17
Ambassador
2,681,872
Anna Banana Kruchten CRB, CRS, Broker
Phoenix Property Shoppe - Phoenix, AZ
Arizona's Top Banana of Real Estate!

Bliz my friend you've helped me with many work arounds over the years - and I appreciate that!  This community is full of folks that are willing to help out if asked.

Jun 13, 2018 02:05 PM #18
Rainmaker
530,307
Carolyn Roland-Historic Homes For Sale In Delaware and S. Chester County PA
Patterson-Schwartz Real Estate - Wilmington, DE
Carolyn Roland, GRI, CRS

Thanks BLiz. I agree that you have to be resourceful and not give up when AR gets nasty and won't let you write your blog or post the pictures you want. But it usually gets fixed. And no, it's not like the old days for sure!

Jun 13, 2018 08:34 PM #19
Staff
36,945
Tim Ensley
ActiveRain - Seattle, WA
Director of Advertising

Thanks for the great Post Liz & Bill - I was worried when I read the title but see that like always this great community steps forward to help those in need. We are plugging away trying to improve AR performance as well as try and help everyones needs. Thanks for sticking with us everybody!! 

Jun 14, 2018 09:36 AM #20
Rainmaker
884,989
Jan Green
Value Added Service, 602-620-2699 - Scottsdale, AZ
HomeSmart Elite Group, REALTOR®, EcoBroker, GREEN

Great thoughts on getting answers to those who aren't sure how to get help.  They may not know of Ambassadors, the Q & A section, or how to make sure someone is still actively following. 

Jun 14, 2018 08:28 PM #21
Rainmaker
1,176,547
Kat Palmiotti
Grand Lux Realty, 914-419-0270, kat@thehousekat.com - Monroe, NY
The House Kat

Deep breaths Grasshopper!  haha.

These are good tips for those with questions/issues. Thanks for sharing.

Jun 15, 2018 04:12 AM #22
Ambassador
3,586,181
Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude - Carlsbad

The brain trust that exists here on AR is might impressive for all sorts of issues, AR related and not. Those with problems or questions just need to reach out and they will likely get an answer.

Jun 15, 2018 07:33 AM #23
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