To guide users through syncing listings with Dynamic Market and external portals (Rightmove, Zoopla, OnTheMarket, etc.), and troubleshoot when syncs fail, delay, or partially apply.
Customer says things like:
“My property hasn’t appeared on the portals”
“The photos/description haven’t updated”
“I changed the price but it’s wrong on Rightmove”
“The listing disappeared from Zoopla”
“Sync to Dynamic Market isn’t working”
Check that the property:
Has a marketed status (e.g. ‘Available’, ‘For Sale’, ‘To Let’)
Has a main photo uploaded
Has a price or POA ticked
Contains a description
Is marked to sync to portals
“Could you check if this listing is currently marketed and that the portal boxes are ticked?”
Dynamic Market sync requires a valid branch config. Confirm:
The branch is licensed for Dynamic Market
The relevant sync settings are turned on
There are no branch-level blocks in admin settings
“Let me check whether your branch is configured for Dynamic Market sync — sometimes we need to adjust that centrally.”
If a property is eligible but hasn’t updated:
Open the property record
Navigate to the Portal Sync or Marketing tab
Click ‘Resend to Portals’ or equivalent
Then check:
Whether the status changes to “Sync Sent” or similar
Whether errors appear in the UI
| Issue | Cause | Fix |
|---|---|---|
| Property not syncing at all | Not ticked for portal sync | Tick the portal checkboxes |
| Photo/price not updated | Field not saved properly | Re-save and re-sync |
| Appears on some portals but not others | Individual portal config | Check which portals are licensed and active |
| Still not showing | Missing required field (EPC, price, etc.) | Fill in the missing info |
| Error message during sync | Dynamic Market rejection | Escalate with error detail |
If sync still fails, ask for:
Property Address or ID
Which portal(s) they’re referring to
What change they expected (e.g. new photo, new price)
Date/time the change was made
Screenshot of current portal view (optional)
Whether other listings are syncing normally
| User Phrase | Route to Checklist |
|---|---|
| “Property isn’t on Rightmove” | Steps 1–4 |
| “Why hasn’t my listing updated?” | Steps 2–4 |
| “The changes aren’t showing” | Steps 3–5 |
| “Photos/description wrong on Zoopla” | Steps 1, 3, 5 |
| “Can you push the sync manually?” | Step 3 |
| “It worked yesterday, now it's gone” | Steps 1, 4, 6 |
“Let’s check the listing is eligible and see if a manual sync helps. If that doesn’t work, I’ll escalate this to our technical team — they can check the sync logs and follow up as soon as they have an update.”