CRMLS Support Options

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Contact Us

Office: 800.925.1525
(Press #1 for Matrix Support &
Press #2 for Paragon Support)
Fax: 909.859.2050

Support Hours (Phone)

Monday – Friday 8:30 AM – 9:00 PM
Saturday – Sunday 10:00 AM – 3:00 PM

Support Hours (Live Chat)

Monday – Friday 8:30 AM – 9:00 PM
Saturday – Sunday 10:00 AM – 3:00 PM

Business Address

15325 Fairfield Ranch Road, Ste. 200
Chino Hills, CA 91709

Don’t have time for a call? See if your question is answered in these FAQs:

  • See a brief guide to adding photos here and a guide to entering virtual tours here. You can also view the full Matrix Listing Management Manual (PDF) for more detail.

    Adding Photos: After you have submitted your listing in Matrix, click the Add/Edit tab, and select your listing in the Quick Modify drop-down menu. Click Manage Photos under Other Options. Click Browse to navigate to the folder on your computer where your photos are located. Select the photo(s) you want to add to your listing, and then click Open. When you’re finished adding photos, click Save.

    Adding Virtual Tours: During the listing input process, enter the Description tab.

    If your virtual tour is unbranded – i.e. it is only a tour of the listing, with no agent/broker names, phone numbers, websites, email addresses, messages, or solicitations of any kind – enter the first virtual tour link in the Virtual Tour URL Unbranded field, and the second (if necessary) in the Virtual Tour URL Unbranded 2 field. The URL must begin with http:// or https:// to function properly.

    If your virtual tour is branded – i.e. it includes agent/office branding of any kind – enter the link under the Virtual Tour URL Branded field. Again, the URL must begin with http:// or https:// to function properly.

     

  • See this guide to modifying contact information here.

    The guide’s steps are as follows: After logging into Matrix, click the Add/Edit tab. Under the Roster section, type your Agent or Office ID into the Quick Modify Agent/Office ID field, then click Edit. Under Select Form, click Change Contact Information. Update your information and Preferred Contact Order as needed. When finished, click Submit Member to save your updated info.

  • See a guide to creating basic auto emails here and auto emails in Concierge mode (allowing agents to view and approve new/updated listings before being emailed to clients) here. If you need to activate an auto email you created, see this guide.

    In brief: from any search results page in Matrix, click Save, then select New Auto Email. (You can enable up to 250 Auto Emails in Matrix.) Choose a contact (or create a new contact) to receive the email. Type a subject for the email in the Subject field (required), and choose if you’d like to be BCC’d with a copy of all emails. Matrix will display a default message in the Welcome Email and Recurring Email fields; you may edit these. Select the dates and times you’d like the emails sent. Then click the Save button to save your Auto Email.

  • If you are a broker or office manager, view this quick guide on managing syndication. If you are an agent, your ability to opt-in to listing portals will depend on whether your broker has opted-in to syndication. If your broker has opted-in, view this guide to manage your syndication options.

    The guide’s steps are as follows: After logging into Matrix, click on the Add/Edit tab. Under the Roster section, type your Agent ID into the Quick Modify field and click Edit. Under Modify Member, click on Manage Syndication. To opt-in to syndication, find the Syndicate To section, and click the box next to Zillow/Trulia in that section. Finalize the process by clicking Submit Agent.

     

  • If your MLS account is inactive, please contact your Association or Board directly to resolve. Only your Association or Board, not CRMLS, can reactivate your account.

    Generally, MLS accounts become disabled because of rules violations. If your account has been disabled, you have likely received numerous emails from CRMLS detailing these violations and the steps needed to correct them. Please check for all emails from the CRMLS Compliance team, including in your spam folder. It is each user’s responsibility to ensure that they check the email address they have on file with CRMLS for warnings, violations, and fines. To reactivate a disabled account, follow the steps outlined by the CRMLS Compliance team in their email correspondence with you.

    For information on how to avoid common MLS violations in the future, see this guide.

     

  • See a guide to adding and modifying open houses here.

    The guide’s steps are as follows: After logging into Matrix, click on the Add/Edit tab. Under the Quick Modify drop-down menu, select the listing to which you want to add an open house. (You can also type the MLS # in the MLS # field and click Edit.) On the Modify Listing screen, click Open House. Enter the Date, Time, and other fields as desired. Click Submit Listing to complete your entry.

  • On the Matrix login screen, scroll down until you see the links labeled Change Password and Forgot Password. If you know your password and would like to change it, click Change Password. You will be prompted to enter your old password and your SAFEMLS User ID. If you don’t know your password, click Forgot Password and enter your SAFEMLS User ID. Follow the steps from there to reset your password.

    If all else fails and you still can’t reset your password, contact CRMLS Customer Care to verify your identity and get your password reset by CRMLS.

  • See a general guide on modifying listings in Matrix here.

    The steps you take will depend upon which status the listing is being changed to.

    The first steps will be the same: After logging into Matrix, click the Add/Edit tab. In the Quick Modify drop-down menu, select the listing you want to update. (You can also type the MLS# in the MLS# field and click Edit.) Under the Select Form section, you will see options to change the listing status to Active, Active Under Contract, Pending, Sold, Hold, and Withdrawn.

    Click the status you want. From here, you will see a variety of fields that you need to complete, depending on which status you selected. Fill out as many fields as possible. Required fields are highlighted in yellow. When you are done entering required fields, click Submit Listing.

    Note: Only an office manager or broker has the option to view or cancel a listing.

  • See a general guide on modifying listings in Matrix here.

    The steps are as follows: After logging into Matrix, click the Add/Edit tab. In the Quick Modify drop-down menu, select the listing you want to update. (You can also type the MLS# in the MLS# field and click Edit.)

    On the Modify Listing screen, under the Select Form section, click Residential. From here, you can update relevant information, including the price. The listing’s price will appear under the Basics tab, inside the Listing Information section, in the List Price field.

     

  • See this guide on activating auto emails for screenshots of what steps to take.

    After logging into Matrix, click the My Matrix tab, then the Auto Emails link. Locate the auto email you want to edit. Click the triangle next to the auto email to display options. (If you have a large number of auto emails, you can make your search easier by filtering them with the Choose a filter drop-down menu.) Click Criteria to update your Saved Search criteria. Review and modify the search criteria used to generate the auto email; when finished, click Save.

    Verify that the Contact selected in the drop-down list is correct, as well as the CC: field. If desired, check the box to BCC me a copy of all emails. Then, edit the email Subject and Message if desired, and click on Enabled to enable the auto email. Click Save to complete.

    (Note: if your auto email returns more than 250 listings, the email will be disabled. To re-enable, narrow your search criteria and re-activate the auto email. If necessary, you can set up multiple saved searches for a single client.)