Agent FAQs
Get answers to the most frequently asked questions.
Here are some things that can have an impact on how often you receive referrals:
1. Make sure your account settings are not too narrow. You can set up your price range, primary zip code and radius, hours of availability, etc. The more available you are and the wider the price range you set, the more opportunities of a referral being offered to you.
2. If you’re relatively new, it can sometimes take a couple of weeks for a new team to fully ramp up, so don't be discouraged.
3. Lastly, make sure you select a sound notification so you hear your phone when a referral is being offered to you. Agents that tend to have their phones near them are usually faster to respond and are more successful with accepting a live referral.
1. Click on the PrimeStreet App.
2. Click Profile.
3. Click on the toggle bar for "I Am Available."
Select the time frame for do not disturb.
If you need to extend it, simply repeat these steps once your time frame has expired.
The following steps will be helpful with placing any app on snooze for your specific phone type.
Snooze an iPhone app:
Ask Siri. Say something like, “Turn on Do Not Disturb,” or “Turn off Do Not Disturb.”
1. You can also open Control Center, then tap to turn on Do Not Disturb.
When Do Not Disturb is on, it appears in the status bar.
2. To choose an end time for Do Not Disturb, touch and hold Control Center, then choose an option, such as “For 1 hour” or “Until the end of this event.” You can also tap Schedule, turn on Scheduled, then set beginning and ending times.
Snooze an Android app:
1. Pull down the Control Center by swiping down from the top of the screen.
2. If you don't see the Do Not Disturb icon, swipe down a second time to see more icons.
3. Find "Do Not Disturb" and tap it. Each tap toggles it on or off.
Snooze is a feature we have built into your PrimeStreet app to silence any notifications in the app. The snooze feature allows you to place the app on "Do Not Disturb" for a specified amount of hours, days, or up to 4 weeks.
To find this feature you will need to toggle the “I am available” button off, then select your timeframe. During this time you will not receive any offers for a new referral. You will also not receive any other notifications in your app.
If the amount of snooze time needed exceeds one week, you can put yourself on snooze again when your week is up. You can also edit the days of the week or hours you are available in your settings temporarily, and then reset your days/hours when you are ready to begin receiving referrals again. We only recommend the second option if you will not be able to accept referrals for over a month.
Below are a few reasons to place your PrimeStreet app on snooze:
-You are going on vacation
-You are in a meeting where you can’t be disturbed
Below is a list of reasons when it's acceptable to remove a referral from your funnel in your app, and only after you've considered using long-term hold.
1. Working with another agent
• Client decided to work with another agent (friend, family, or associate)
2. Became unresponsive
• Client is not following back up despite multiple outreach attempts (expectation is 7 attempts - should be a combo of calls/emails/texts)
• The phone number to the client is no longer valid and he/she isn’t responding to email
3. No longer buying/selling
• Client changes their mind and doesn’t wish to buy at all/list the home
• Client only wanted a home value estimate and had no intention of selling
4. Couldn’t find home in budget
• Client did not like anything in their price range or no home is being sold in their price range at this time
5. Mortgage/Funding issues
• The client is unable to buy a home due to the following reasons: did not get approved for loan, did not have enough money for down payment, lost their job, co-signer back out, etc.
6. Doesn’t work area
• Client is looking to buy/sell outside of your coverage area. Note: You may want to adjust your zip code or radius settings.
7. Language barrier
• Client needs someone who speaks a language he/she is fluent in
8. Transaction with an iBuyer
• Client decided not to list home and took a cash offer instead
9. I am no longer with brokerage
• You do not work with the brokerage anymore
10. Duplicate referral
• You received this client from another source already (we need to be notified in 24 hours if this is the case).
• Client is located in your funnel more than once in error
Long term hold pauses a client in your app for 30 days. Within those 30 days, this client does not need to be updated every seven days. Once those 30 days have expired, you will need to update that referral again. If they still need more time before moving forward, you can place them back on Long Term Hold.
Below are a list of reasons why you should move a client to this section of your sales funnel:
• Personal Issues
• Your client had an emergency occur such as a family or health issue.
• Funding
• Your client needs a couple of months to save for their down payment.
• Credit
• Your client is working on their credit score with a program, paying off some debt and/or waiting for an updated score.
Please remember that using long term hold does not penalize your score unless it’s being abused. Placing too many clients in long term hold can hurt your agent score. We recommend that if your client does not fall under these circumstances to take a look at the removal list and remove them from your funnel.
This doesn't mean referrals are pre-approved or pre-qualified, it just means that they've gone through the PrimeStreet pre-screening process.
If they are not pre-qualified, we ask them if they are a cash buyer.
If they are not, we ask for their credit score range/bucket, and we ask if they have a down payment. Their credit score must be fair to excellent.
If they have no down payment, we ask if they are military or veteran. If they are not, we don't refer them to an agent.
Congratulations! When you close a home with a PrimeStreet referral, you must mark the opportunity as closed in your PrimeStreet app right away. You can do this by opening your PrimeStreet funnel and moving the client opportunity to the “Closed” stage. You will then be prompted to enter information about the closing (i.e Property Address, Sale Price, Close Date, etc.).
If the referral was received as part of our PrimeStreet Referrals program, the following additional steps will take place:
Shortly after submitting this information, you and your broker will both receive instructions via email for submitting closing documentation. Once closing documentation is received, we will process an invoice for the referral fee and email it directly to your broker. The invoice will provide all the information needed to submit payment either electronically through our payment portal, or via a check mailed directly to our billing department at the address below.
If you have additional questions regarding billing or payments, you can reach our billing team at [email protected].
PRIMESTREET LLC
PO Box 719011
Chicago, IL 60677-7011
Top PrimeStreet agents meet with more than a third of their referrals and close about 10% of referrals received.
For iOS: Please ensure you have upgraded to our Business App. If you’re not sure if that’s the app you are using, you’ll notice the Business version has the registered trademark symbol (®). If you are in the Business app, you are updated automatically when you login.
For Android: Find the listing in the Google Play Store. It will prompt you to update the app if you are running an older version.
If after doing this, it’s still not working correctly, please let us know and give us the following details as well:
• What type of device are you using? (e.g., Samsung Galaxy S9/S9+, Google Pixel 2, iPhone 8, iPhone XS, etc.)
• What operating system are you running?
---> For Android, open your device's Settings. Tap About Phone or About Device. Tap Android Version to display your version information.
---> For iOS, Find the Settings Icon, Click Settings, Click General, Click About, Scroll to Version
Note: If your Android operating system version is less than 7.0, you need to update your phone’s software. If your iOS version is less than 15.0, you also need to update your phone’s software.
If you are running an older version of the app, follow the steps below to check for updates.
iPhone:
1. Open the App Store (Application on phone)
2. Select 'Today' on the Tab bar (should be the bottom left)
3. Click into their 'Account' (icon in top right)
4. Pull this list down and refresh the list (gear/loading icon at top)
5. The PrimeStreet application should be listed below as an available update
6. If the above does not show a PrimeStreet application update please continue
7. Click into “Purchased”
8. Click into “My Purchases”
9. Search for “'PrimeStreet”
10. The application should show the ability to update if there is one available.
Android:
1. Go to the Google Play Store
2. Type PrimeStreet in the search field
3. Click on the PrimeStreet icon
4. Select “Update”, if there is one available.
We have a few unique options for sounds. To set this up, go to the PrimeStreet app then choose My Profile > Settings > Notification Settings > Notification Sound. From here, you will see options to pick a sound.
Things to keep in mind:
• If you are actively in the app and a referral comes in, it will just display on your screen. It will NOT make a sound!
• If you are in another app or phone is locked, it will make a sound.
If you have a smartwatch, the audio will not play the same sound on the phone, it will play the default watch tone. This will be the same for iOS and Google watches.
To set up your coverage area, choose My Profile > I will work within > +Add Area > Type in desired zip code and select > Add radius in miles.
To ensure you are set up to receive the most referrals, be sure you are setting up a radius from a zip code during the app set up process. For example, if you use 25 miles from 23510, you will get referrals from several cities. Remember to deselect all the zip codes within a radius that you do not want to actively work.
If you are unsure of a radius of a zip code this link can be a great tool.
1. Click on the PrimeStreet App
2. Click Profile
3. Click on the toggle bar for "I Am Available"
Select the time frame for do not disturb. (If you need to extend it, simply repeat these steps once your time frame has expired.)
The following steps will be helpful with placing any app on snooze for your specific phone type.
Snooze an iPhone app:
Ask Siri. Say something like: “Turn on Do Not Disturb,” or “Turn off Do Not Disturb.”
1. You can also open Control Center, then tap to turn on Do Not Disturb.
When Do Not Disturb is on, it appears in the status bar.
2. To choose an end time for Do Not Disturb, touch and hold Control Center, then choose an option, such as “For 1 hour” or “Until the end of this event.” You can also tap Schedule, turn on Scheduled, then set beginning and ending times.
Snooze an Android app:
1. Pull down the Control Center by swiping down from the top of the screen.
2. If you don't see the Do Not Disturb icon, swipe down a second time to see more icons.
3. Find "Do Not Disturb" and tap it. Each tap toggles it on or off.
If you have an iPhone, take the following steps:
1.Go to the App Store on your phone.
2.Click on the top right where you see your Apple ID photo, then click on 'purchased'.
3.You should see the PrimeStreet app icon. Click the little cloud icon next to it.
If you have an Android, take the following steps:
1.Go to the Google Play Store on your phone.
2.Type PrimeStreet into the search field.
3.Click Download or (Open if the app transferred over from your Google account to your new device).
4.Enter your user and password once inside the app.
Here is a knowledge article that will help you with transferring apps from one device to another. Whether it be an iOS or an Android, this link will walk you through the process.
If you have an iPhone, take the following steps to delete the app:
1. Touch and hold the app.
2. Tap Remove App.
3. Tap Delete App, then tap Delete to confirm.
To reinstall the app on an iPhone:
1. Go to the App Store on your phone.
2. Click on the top right where you see your Apple ID photo, then click on 'purchased'.
3. Locate PrimeStreet app icon. Click the cloud icon to download and reinstall the app.
If you have an Android:
Delete the app on Android:
1.Go to your phone's settings.
2.Click on the PrimeStreet App.
3.Click uninstall to delete.
Delete the app on Android:
Reinstall the app on Android:
1. Go to the Google Play Store on your phone.
2. Type PrimeStreet into the search field.
3. Click Download or (Open if the app transferred over from your Google account to your new device).
You can either update the apps downloaded and installed on your Android device individually or automatically.
To automatically update apps on your Android device:
1. Open the Google Play Store app.
2. Tap Menu > Settings.
3. Tap Auto-update apps.
4. Select an option:
------> Over any network to update apps using either Wi-Fi or mobile data.
------> Over Wi-Fi only to update apps only when connected to Wi-Fi.
Note: If an account on your device has a sign-in error, apps may not update automatically.
To set up automatic updates for individual apps on your device:
1. Open the Google Play Store app.
2. Tap Menu > My apps & games.
3. Select the app you want to update.
4. Tap the More icon (represented by three dots).
5. Tap Enable auto update.
The app will update automatically when updates are available. To turn off automatic updates, uncheck the box.
Note: Some apps require new permissions when they are updated. You may see a notification asking if you accept the new permissions.
To enable automatic updating of apps on your iPhone, follow these steps:
1. Open the Settings app on the iPhone or iPad.
2. Go to iTunes & App Store.
3. Under the Automatic Downloads section, look for Updates and toggle that switch to the "ON" position.
4. Exit out of Settings as usual.
With that, Automatic Updates for iOS apps is enabled, and whenever updates are found in the App Store they will automatically install themselves onto the iPhone or iPad that has the setting enabled.
You may also choose to disable the automatic app updates feature of iOS and then just manually update all iOS apps on the device, or even just update apps independently on an individual basis.
Notes:
-----> The PrimeStreet app is designed to work on iPhones, and not iPads.
-----> This does not apply to installing iOS system software updates.
A common cause for app errors can be attributed to an out of date app or a memory/space issue. We recommend clearing your cache with the instructions below:
How to clear cache on an Android:
1. Open the Settings of your phone.
2. Tap the Storage heading to open its settings page.
3. If your phone runs Android Oreo or earlier, you'll want to open the App Manager settings page.
4. Tap the Other Apps heading to see a list of your installed apps.
5. Find the application you want to clear the cache of and tap its listing.
6. Tap the Clear cache button.
The following is a more in-depth way of clearing your phone's cache.
1. Open the Settings of your phone.
2. Tap the Storage heading to open its settings page.
If your phone runs Android Oreo or earlier, you'll want to open the App Manager settings page.
3. Tap the Other Apps heading to see a list of your installed apps.
4. Find the application you want to clear the cache of and tap its listing.
5. Tap the Clear cache button.
A common cause for app errors can be attributed to an out of date app or a memory/space issue. We recommend clearing your cache with the instructions below:
How to clear cache on iPhone
1. Open Settings
2. Swipe down and tap Safari
3. Swipe down again and tap Clear History and Website Data, tap it once again to confirm
The following is a more in-depth way of clearing your phone's cache.
1. Open the Settings app on your iPhone or iPad and scroll down to Safari in the list.
2. Scroll to the Privacy & Security section and tap the blue Clear History and Website Data option near the bottom of the menu. (Note that this setting might be grayed out if there's already no history to clear or if parental controls are set for websites.)
3. Tap Clear History and Data in the popup pane to confirm.
PrimeStreet webinars take place on the third week of every month. Click the Webinars link on the menu bar above to find the date and time of the next webinar.
Webinar replays are available on-demand on the Webinars page of the PrimeStreet website.
Yes. After every live webinar, you can earn a boost in your PrimeStreet agent score by completing a brief feedback survey. You'll have 5 days following the live event to complete the survey. If you attended the webinar and completed the survey the previous month, you will MAINTAIN that same boost each month that you attend and complete the survey.
Webinars cover a variety of best practices for agents, from mastering your social media presence, to navigating tough markets.
PrimeStreet training can help you master a variety of skills that will increase your business and referrals. You can learn about how to get the most out of your app, as well as how to set up strong fundamentals in your business that will benefit you in the long term.
To complete the webinar survey click the WEBINARS tab at the top of the screen. Select the webinar you would like to review, and click the Enroll for Free button.
Once enrolled, you may then submit your feedback by selecting theShare Your Webinar Feedbacktab on the bottom of the far left menu, and completing the survey. Make sure you click the Submit button at the bottom of the page when you are through.
Please note that surveys are only available for 5 days after the live webinar presentation. Only one boost at a time will be applied. If you attend every webinar you will maintain your boost. Otherwise, the boost will expire after a month.
If you have any additional questions please email [email protected] or simply open your PrimeStreet app and go to Profile > Settings > Tech Support to submit your inquiry.