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How to Contact Real Support

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Article Contents:

Agent or TC & Can't Access reZEN? 

  • Navigate to the login page for reZEN and click on Trouble logging in? 
  • Click on Support in the bottom right-hand corner of the page.
  • Fill out the form and click Send.

 

Agent or TC with Real? 

Support can be found by talking to your Broker Team or by reaching out to our dedicated support team. Please visit the article When to Contact your Broker vs Support to make sure you are reaching out to the right team for assistance. 

If your question is one that our amazing support team can assist you with, they can be contacted through LEO and ROAR directly from your reZEN account online through the mobile app on your phone. See How do I contact my Broker? 

Many of your questions can be answered by using LEO, Real's ground-breaking 24/7 concierge, so please be sure to ask LEO your questions first.

There are two ways to access LEO to contact Support:

 

Contact Support (Mobile)

Call Support

  • Log in to your app.
  • Navigate to support:
    • Click on the three stacked lines in the bottom right-hand corner.

    • Scroll to the bottom of the screen and click on Support under Help & Support.

  • Click Ask Us Anything to start a conversation with Leo

    • Click the headset icon in the upper right corner of Leo and choose Call Support.  Enter a brief description of what you are calling about.  Leo may attempt to answer your question before placing the call.

  • Once LEO gives you an answer, it will ask you if you still want to call support.
  • If LEO was able to answer your question to your satisfaction, please click on "No, I'm good."
  • If LEO was not able to answer your question, please click on "Call Support."

  • Your phone will call the support number, and a call code will automatically be entered.
  • You will be connected to the Support Team.
    • If it is during our call business hours of 9 am - 6 pm EST and all team members are busy, you will be sent to voicemail.
    • If it is outside of our business hours of 9 am - 6 pm EST, or it's a Holiday during which our offices are closed, you will be sent to voicemail.
    • If you are connected to voicemail, please leave a detailed message so we can return your call.
      • We strive to return all voicemails within the same or the next business day. 

Email Support

  • Log in to your app.
  • Navigate to support:
    • Click on the three stacked lines in the bottom right-hand corner.

    • Scroll to the bottom of the screen and click on Support under Help & Support.

  • Click on Send us your Questions

  • LEO will open and let you know they will create a ticket for you and ask you to enter the details of the question.
     
    • Input your question in the Ask LEO search bar and click Enter.
    • LEO will let you know they have created a ticket for you.

       
  • The ticket LEO created will be sent to the Support team, who will respond within 24 - 48 business hours. 
    **Response times may vary depending on the volume of inquiries. 

 

Contact Support (Desktop)

Call Support

  • Log in to your reZEN profile.
  • Click on the Support Button in the top right-hand corner and then click on Call Support in the drop-down.
  • LEO will open up and ask you to provide details about your call.
  • Input your question in the Ask LEO search bar and click Enter.

  • Once LEO gives you an answer, it will ask you if you still want to call support.
  • If LEO was able to answer your question to your satisfaction, please click on "No, I'm good."
  • If LEO was not able to answer your question, please click on "Call Support."

  • A phone number and a call code will be displayed.
  • You can call the phone number and enter the call code when prompted.
  • Or, you can click on Text Me the Number, and it will go directly to your business phone # on file. 
  • You will receive a text with a link to the phone number with the call code.
  • Click on the link. The number will be called, and the call code will automatically be entered. 

  • You will be connected to the Support Team.
    • If it is during our call business hours of 9 am - 6 pm EST and all team members are busy, you will be sent to voicemail.
    • If it is outside of our business hours of 9 am - 6 pm EST, or it's a Holiday during which our offices are closed, you will be sent to voicemail.
    • If you are connected to voicemail, please leave a detailed message so we can return your call.
      • We strive to return all voicemails within the same or the next business day. 

Email Support

  • Log in to your reZEN profile.
  • Click on the Support Button in the top right-hand corner and then click on Create Support Ticket in the drop-down.
  • LEO will open up and ask you to provide details about your ticket.
  • Input your question in the Ask LEO search bar and click Enter.
  • LEO will look into your question and attempt to answer. If LEO can't answer, it will create a ticket on your behalf.


     
  • The ticket LEO created will be sent to the Support team, who will respond within 24 - 48 business hours. 
    **Response times may vary depending on the volume of inquiries. 

How to use LEO:

Please see THIS VIDEO, which will show you how to use LEO. 

 

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