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FAQs

Have a question about one of our products or need some guidance? As a starting point, check out some of the most frequently asked questions our clients have asked us over the years.

I just logged in for the first time where do I start?

The most important thing to know about using the system is that it is “transaction centric”. So, to get started, click on “Transactions” and start a new transaction.

Can I use the system to take my company paperless?

Just having the ability to upload and store documents is not enough, that’s online document storage, not document management. Brokerages that really want to take their business’ paperless need a ‘business grade’ tool and that’s what they get with Instanet. Reporting tools, mobile tools, multiple document distribution tools, online PDF markup and management tools – the things you really need to successfully take your business paperless with as little effort as possible.

Where do I access Training?

We offer unlimited webinar based training.  Look for a link near the bottom that says “Free Training”. This link will display a page with a button that will take you to the live webinar schedule, as well as links for recorded training.

At the very bottom of the page is a link that will take you to our full library of videos with over 100 webinars available.

What about mobile tools?

DocBox2Go gives you and your agents access to transactions, documents, contacts and forms from virtually any Smartphone. And, it’s not just about listing, sale and lease files. You can access virtually any file or folder in Instanet and DocBox giving you access to your virtual filing cabinet anytime, anywhere – a truly mobile office.

How do I activate my account?

All you need to do is login to your account and it will automatically be created for you. Depending on whether your account is an individual account, paid for by your broker, MLS or association will determine how you login.

Our manual login page is at app.transactiondesk.com/login. Click the “Forgot Password” link if you don’t know your password.

What about branding?

You can brand your account and your agents’ accounts in two ways. One, we can brand the forms with your logo at no charge. Just give us a call at (800) 668-8768 and we’ll make it happen.

You can also upload your brokerage logo and a banner into your Instanet account and all of your agents’ accounts will also be branded. Every email or fax sent out of Instanet will have your brokerage branding on it. The built-in Customer Service Portal and the service ordering functions will also be branded. Anything a client or third party sees is branded with your brokerage branding.

How do I reset the password to TransactionDesk or Authentisign if I forgot it?

Use your browser to go to app.transactiondesk.com/login and use the Forgot Password link on that screen. Enter in the email address that is on record with us (it will be the same as the one you use with your MLS, association or broker). The system will email you a link you can use to reset your password. The Authentisign login page also has the “Forgot Password” link.

What kind of brokerage wide reporting does Instanet offer?

Instanet gives you the ability to search all of the transactions in your office. The reporting tool allows you to search by office, agent, date, status and more. This gives you the ability to do online file review from virtually any computer with an internet connection.

Instanet also gives brokers the ability to set policy within the system for which forms should be used for different transaction types (e.g. – single family residential sale, condo sale, condo listing)

If I purchase Authentisign, will it be linked to my TransactionDesk account or do I have to log in somewhere else separately?

Yes, if you purchase the Authentisign® upgrade within your TransactionDesk® account, using the shopping cart, then Authentisign® will show-up in your TransactionDesk® account. You will have the ability to move back and forth between the two platforms using the Authentisign® TransactionDesk® links within each interface.

What about Contact Management and CRM integrations?

Instanet has integrated with Microsoft Outlook and Top Producer enabling users to seamlessly auto-populate their contracts, forms and transactions with their client’s contact data stored in their Outlook and or Top Producer program.

How do I markup documents or forms in TransactionDesk?

If you want to strikeout text, add new text, highlight text or make other markups on documents, you can use our Document Markup tool.

Navigate to the document in a transaction or in one of your custom folders (in MyFolders), select the document by checking the box to the left of the document and select Markup Selected Document from the I would like to menu.

You can also markup forms, as a document by selecting a form in a transaction and selecting Markup Selected form in DocBox from the I would like to menu. Once you markup the form, it is now a document and will be in the document section of the transaction.

What about MLS integrations?

Instanet has integrated with virtually every MLS vendor/application in North America. Single sign on from the MLS and import of MLS data into Instanet is included with your Instanet agreement. The major MLS vendors have strict security requirements for integration and not all systems meet those requirements.

How do I get my own logo onto the forms so when I print or email them out our company logo will show?

We can add your logo to the forms for you and it’s free. Send your logo to logos@Instanetsolutions.com. The Requirements of the logo are as follows:
-Provide us with a logo that is 250 pixels in height (Minimum) and in one of the following formats: JPG, PNG, PDF.
-Please provide us with a logo the way you want it to appear. We do not do any design work or manipulate the logos in anyway.
Note: We can only brand association or MLS forms in areas where the form owner allows brokerage branding of forms.

What about tax data integration?

Instanet integrates with tax systems for the pre-population of listing forms. We’ve integrated with both Realist and iMapp, the most used tax systems by MLSs across North America.

How do I add my own customized forms into the Instanet forms library so they are electronically fillable?

You can send us your forms in either Word or PDF document format. They cannot be scanned copies of paper forms. Send your forms to forms@Instanetsolutions.com and the forms team will get back to you with the process and the price. Our standard price is $50/page, but we will discount for large volumes.

What about broker back office integrations?

For example, Instanet is integrated with the Lone Wolf back office system. You and your staff can import transaction data directly into Lone Wolf. Imagine how much time your staff will save by not having to type transaction data into Lone Wolf.

The system is running slowly for me or it is not saving properly when I am filling out a form – but it works ok at my home/work. What is wrong with my computer?

You may need to clear the cache in your browser. This can sometimes cause issues.
Here is a link to a page with instructions for clearing the cache on popular browsers –
http://www.refreshyourcache.com/en/home/

How much experience does the company have in the forms software business? What is its track record of success?

Instanet Solutions has been providing software to REALTORS® for over 22 years. We have been focused on providing forms and forms related technology and nothing else for these past 22+ years.

We have approximately 400,000 people using our system. We serve over 350 REALTOR® boards, associations and MLSs.

Every software system we have ever released has been successful.

I am using Firefox and the fields do not look right – text will not save properly on the form. What do I need to do to fix that?

. There are sometimes problems with Firefox’s native PDF. If you are having problems, we recommend using Adobe Reader. Open your Firefox and click the “hamburger menu”, the button in the upper right hand corner that is made-up of three horizontal lines.
Then navigate to Options>Settings and then the Applications tab. Scroll down until you see Portable Document Viewer and change it from Preview in Firefox to Use Adobe Acrobat in Firefox.
If you do not have Adobe Reader installed, you can get it, for free, from here

Can it handle the load? Who are your major clients and how many people are on the system?

We have over 10,000 people login to our system by breakfast each day and have a proven track record of reliability.

Simulated, laboratory load testing simply cannot substitute for real world use by 50,000, 100,000 or 300,000 users.

I am using an older computer and forms are not displaying or opening properly for me, what do I need to do to view them correctly?

Our new forms editor uses HTML5 coding, the most modern version of HTML.Older computers that run Windows XP often still use older versions of the Internet Explorer (IE) browser, such as IE 8 and IE 9. These older browsers don’t support HTML5.
To resolve this, you will need to download either the Chrome or Firefox browser.Both browsers are free. Chrome is available at www.google.com/chrome. Firefox is available at https://www.mozilla.org/en-US/firefox/desktop/.

Does the website use a secure connection to protect your data?

When using Instanet, the answer is yes.

It is imperative that any website you use to store sensitive data be protected by a secure connection. To make sure that connection is secure make sure the website uses SSL (Secure Socket Layers). An easy way to do this is to check the beginning of the website address. It should start with ‘https’, once you are logged into the site. If it only starts with ‘http’, it is not a secure connection. Your information is not encrypted and can easily be accessed by any novice hacker.

Do not use websites for storing data that do not employ SSL! They are putting your data at serious risk. If you don’t see https:// after you login, it is not safe to use – period!

How do I change my user information such as my email address on the account?

If your MLS, association or broker provided you with the account as a member/association benefit, then you’ll want to change your information with that organization. We get your information from them.

If you purchased your account on your own, you can change this information by logging into your account and selecting Settings, then my preferences and user information.

Is the data housed in a Tier IV, SSAE-16 Type II certified datacenter and why is this important?

When using Instanet, the answer is yes.

Physical security is just as important as data security, encryption, firewalls and ‘all that technical stuff’. Hurricanes, widespread power outages and other disasters always pose a threat. The data center should have redundant connections to the internet, gas or diesel generator back-ups that can last a week or more without refill in case of extended electrical outage, etc. They should also be audited and rated by known organizations. Don’t just take your vendor’s word for it, ask for certifications.

I have my own fax number that I want to import into the system how do I do that?

This is possible but is done in a few steps. First, you’ll need to make sure your current carrier or fax number provider will allow you to “port” your number to us. If they will and you’ve purchased a Vanity Fax number from us (see previous answer for information on how to do that), contact us at tech@instanetsolutions.com with your request to port your own fax number in.  We will send you back an Authorization sheet to fill out which we use to port your fax number from your current carrier. Once the porting process is complete (we are dependent on your current carrier), we can attach your own fax number to your account.

Does Instanet store data in a secondary data center?

When using Instanet, the answer is yes.

As those people up and down the east coast very well know, natural disasters happen. That’s why it’s important that your critical system vendors store your data in multiple locations that are not in the same city or area (at least 150 miles apart and not subject to the same natural threats). Your vendor should be able to switch from one site to the other quickly.

Can I purchase my own fax number?

Yes you can.You can upgrade to a local or toll free Vanity Fax number. Log into your TransactionDesk account and then click the shopping cart icon in the upper right hand corner. Next, click Vanity Fax upgrades in the store and follow the instructions to purchase.  Once the purchase is complete, you’ll receive an email with instructions that will give you the information you need to select your fax number from within your TransactionDesk account.

How can documents be faxed into the system?

Faxes sent into the system using a FaxBack Coversheet will be sent to you via email and sent into your transaction, automatically. Each transaction that is created will have a unique fax coversheet created for it, automatically. Simply print or email that faxback coversheet to the person who needs to use it.

When the fax coversheet is used on top of a set of documents and sent to the toll free fax number on the coversheet, we will use the barcode to route that fax to you and to your TransactionDesk account (into the associated transaction).

How do I fax out of TransactionDesk?

You can fax forms and documents from the system. All accounts that include DocBox or documents include toll free faxing anywhere in the continental US and Canada.Simply select the document(s) or form(s) you want to fax out of the system and then select Fax Selected Forms or Fax Selected Documentsfrom theI would like to menu.

How do I separate one PDF into multiple PDFs?

Select a document in a transaction (or a custom folder) and then choose the Slice Selected Document from the I would like to menu. You will then be able to use the tools to save selected pages as a new document, delete pages, rotate pages and perform other actions you need to in order to manage the PDF and it’s pages.

How do I add branding to the emails I send out from Authentisign and TransactionDesk, such as my company logo and banner?

You can easily do this yourself. If you are in Lite, switch to Proby selecting the button that says Pro in the upper right hand corner of the screen, then click Settings and then Branding.

You can now upload a logo, banner and your photo. These are used in emails, the faxback cover and on the Customer Service Portal. The required size of each image is shown on the upload page for each.

If you are a SuperUser, with access to broker tools, you can upload a logo and banner that will be used by your entire company or office, so each person does not have to upload the logo and banner.

I have a wife and a husband who share the same email address can they both use the same email address for Authentisign?

Yes they can. They’ll just need to pay attention to the emails and make sure they each choose the email that is addressed to each person. Each email will have a unique signer’s name in the body of the email.

Why are my signers not receiving the email invite to their email address?

Every email provider out there is different and has different rules for spam and email filtering.

If your signer has not received the email invite make sure they are checking their junk or spam folders. Also, make sure they do not have rules or filters set up that would delete the message automatically.

If they are still not receiving it they will want to either use an alternate email address or contact their email provider and have them make sure secure@authentisign.com is not a blocked sender.

How do I know if my Signers have signed in Authentisign?

There are a couple of ways to tell if your signers have finished signing. (i) the system will email you each time an action is completed – registration, review, acceptance (signing). (ii) you can log into your account and browse your signings, then select the signing you want to check.

You will notice two columns on the right of the page, next to each signer’s name. The one on the leftshows whether they’ve authenticated and the one on the right, the last column, shows if they’ve signed. If you see a checkered flag under the Signed column, it means they have completed the step. If only a circle is displayed, it means they have not completed that step.

Once I am in a form and filling it out how do I go back to the transaction or back into TransactionDesk?

Click on File on the top, left of the screen. This will bring you back to the transaction or back to the forms library, depending on how you entered the form editing screen.

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