ShowingTime Customer Service — Expert Guide for Brokers, Agents and Admins

Overview: What ShowingTime Support Does and When to Contact Them

ShowingTime is the industry-standard showing management platform used by thousands of brokerages and multiple MLS organizations to schedule showings, manage feedback and streamline open houses. Customer service is focused on three core areas: account and billing issues, technical support for the web and mobile apps, and MLS or API integration problems. For day-to-day problems (scheduling discrepancies, calendar sync, confirmation messages) expect the frontline support team to triage and resolve or escalate within business hours; for integrations and data feed problems the timeline depends on MLS vendor coordination.

Contacting ShowingTime support is appropriate when you have a reproducible error (app crash, duplicate appointments), need permissions changed for office admins, or are resolving billing/contract questions that your broker cannot handle. For brokerage administrators, proactive contact is recommended when adding 5+ users, configuring office-level rules, or setting up single sign-on (SSO) so your account is configured correctly from the start and avoids repeated tickets.

Contact Channels and Escalation Path

The most efficient first step is the in-app Help or Support link (web: showingtime.com/support or your MLS-specific ShowingTime portal). Opening a ticket via the app automatically attaches device and log information, which reduces triage time. If the issue affects a live showing (e.g., access code failure), mark the ticket as urgent and follow up by phone if your MLS or brokerage provides a local support line — many MLSs maintain a direct ShowingTime support number for agents in their territory.

Escalation should follow a standard path: (1) frontline agent — diagnosis and basic fixes, (2) technical specialist — account-level/configuration changes, (3) engineering or MLS liaison — for API/feed or database problems. For live issues impacting showings, request escalation to Level 2; typical response time targets in practice are: initial acknowledgement within 1–2 hours during business hours, resolution or workaround within 4–24 hours for common faults, and 48–72 hours for MLS feed or integration fixes depending on third-party schedules.

What Information to Provide to Support (use this checklist)

• Exact listing identifier: MLS number and ShowingTime listing ID (copy/paste avoids transcription errors).
• Date/time of the affected appointment and the time zone, plus agent/visitor names and contact numbers.
• Device details: iOS/Android/web, app version number (Settings > About), browser and version if web-based.
• Step-by-step reproduction: what you tapped/clicked, error messages verbatim, and whether the problem is repeatable.
• Screenshots or short screen recordings and approximate times (including server timestamps shown in the app if present).

Common Issues and Concrete Fixes

There are repeatable problems that account for the majority of tickets. Calendar sync failures (Outlook/Google/iCal): verify the calendar URL was copied from the Listing or Office settings, check for duplicate subscriptions, and confirm the user has not exceeded the client calendar’s subscription limit. If events are missing, have the agent refresh calendar subscriptions and verify the time zone settings on both the device and in ShowingTime.

Booking conflicts and duplicate appointments often stem from overlapping office rules or improperly set buffer times. For an immediate remedy, disable automatic buffers on the listing to allow a single showing, then reconfigure buffer policy at the office level for a consistent rule set. For app crashes, clear cache, confirm app version (update if older than 30 days), and collect logs for support — that reduces time to resolution by up to 40% in practice.

Top Issues and Quick Troubleshooting Steps

• Missing confirmation emails: check spam, confirm correct email in user profile, and verify that the SMTP/email template is active in the office settings.
• Access code not provided: confirm the lockbox integration is active and the contractor/lockbox serial is entered under the listing details.
• API / IDX sync delays: check last successful feed timestamp in the MLS integration page and provide those timestamps to support when opening the ticket.
• Billing disputes: request a statement showing invoice number, billing period, and quantity of licensed users — most disputes are resolved within one billing cycle.

Account Administration, Pricing and Contracts

ShowingTime pricing is typically contracted at the MLS or brokerage level — many MLSs include ShowingTime access as a member benefit; brokerages often negotiate enterprise arrangements for multiple offices. If you are a brokerage admin, request a detailed invoice that shows per-user fees, per-listing fees, or office flat fees. Typical enterprise negotiations include user-per-month discounts once you exceed 50 active users or if you bundle reporting and market analytics modules.

When modifying an account (adding users, changing billing contacts, or enabling new features), ask support for a written summary of expected charges and the next invoice date. For budget planning: need-to-know numbers are active user counts, add-on module fees (e.g., automated market reports), and any per-listing premium features — request these itemized to prevent surprise charges at renewal.

Best Practices for Brokers and Team Leads

Assign at least two office administrators who are trained on ShowingTime admin tools and who can approve listing-level changes. Maintain a simple SOP document (1–2 pages) with the support checklist above and a designated escalation phone number for urgent showings; distribute this SOP to every agent and refresh annually. Running quarterly audits of active users and subscriptions reduces unnecessary licenses and often lowers costs by 5–15%.

Train new agents on four core workflows: creating a showing, cancelling, confirming feedback submission, and adjusting availability rules. Practical training reduces avoidable tickets by approximately 60% and saves support time and agent frustration. Finally, document recurring issues and the support ticket number for each; this builds institutional memory and accelerates future interactions with ShowingTime support.