For general support questions, we can be reached via telephone from 9:00AM - 5:00PM Mountain Standard time, Monday-Friday at 1-866-551-9938. We will respond to all messages within 24 hours. We can also be reached via email at

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Give us a shout... we're happy to help!

Below are common questions and answers that will address most of the questions you may have regarding your Pointwide Solutions website.

I've made changes to my site, but they are not appearing

It is sometimes necessary to force a page to refresh to see your latest changes. If you are using Windows, press CTRL-F5 on your keyboard. If you are using a Mac, hold the shift key down and click your browser's refresh icon. If refreshing the page doesn't work, you may need to restart your browser and your computer. Please also note that your Internet Service Provider may cache your site for a couple days. You may also try a different browser, such as Firefox or Chrome to view your changes.

The PDF document upload feature for Owners and Tenants isn't working

With Windows 10, some versions or browsers may not work correctly by default. In this case, please follow these steps:

1. Download and install the Chrome browser (in Google, search "download Chrome")
2. On your computer, open Chrome.
3. At the top right, click More (3 vertical dots) > Settings
4. At the bottom, click Advanced
5. Under 'Privacy and security', click Content settings
6. Click Flash
7. At the top, turn the setting to Ask first
8. Click Allow and enter your domain name (

How do I synch my SmarterMail with my iPhone?

Please see this FAQ for iPhone: Click here

How do I synch my SmarterMail with my Android phone?

The Android phone supports both POP and IMAP. IMAP will allow you to retrieve emails and folders from SmarterMail and leave the emails on the server. Follow these steps to create a SmarterMail POP or IMAP Account on your Android Phone 

1. On your Android device, navigate to the settings menu 

2. Click Accounts & Sync 

3. Click Add Account

4. Select Email as the account type 

5. Select the Protocol you want to use. Generally most people use POP. 

6. Complete the Email Address, Username (also email address) and Password fields. 

7. In the POP Server field type in 

8. Ensure Security type is None. 

9. Ensure Server port is 110. 

10. Click Next. 

11. Enter your Outgoing Server Settings: 

12. For the Username field type in your full email address. 

13. Type in your password 

14. In the SMTP Server field type in 

15. Leave Security as None 

16. Change the Server port to 25000 

17. Click next and then save your details. 

18. Your mail account is now ready for use.

How do I make my new site "live"?

When we initially created your account, it was assigned a temporary URL address. To use your permanent address (, set your Nameservers (DNS) in your domain registrar control panel. Please refer to the setup email we sent for the nameserver values and instructions. Once you have set your nameservers, your site will be live within an hour or two.

If you are using GoDaddy as your domain registrar, instructions can be found here:

I am not receiving emails from customer-submitted forms on my site

AOL, Comcast and other email providers have recently made changes to the way they handle email traffic which may affect your company's ability to receive mail from customer-submitted forms on your website.

The solution to this issue is to set the Primary Recipient: Email address:value to a domain-specific email address, for example,, rather than an AOL/Comcast/etc email address, such as

This is accessed in your Content Manager using the function: Edit form submission email addresses

Make sure you set the new email address for each of your 9 forms.

My Craigslist ads are no longer showing images or photos

Recently, Craigslist has suddenly changed its policy and is not allowing pre-formatted HTML templates offering custom layouts and embedded photos, maps, etc. At Pointwide, we are aware of the situation and we are investigating into possible alternative strategies. In the meantime, however, you will need to upload your property photos using the Craigslist upload tool. We will keep you updated on any solution we may find.

How can I have custom features added to my site?

We offer low-cost customization services to many of our customers. We understand that each business is unique and may require features not built into our standard websites. We are happy to discuss your special requirements.

I am receiving an error: "You are seeing this error as a result of our code to prevent website intrusions. Please notify Pointwide Solutions via email for a solution."

To make our websites as secure as possible, we have implemented a stringent set of code designed to detect and combat hacker intrusions. One of the conditions our code looks for is a set of words common to hacker tactics. This list of words appears below. Please avoid the use of these words when creating new content, or editing existing content:
"char", "nchar", "varchar", "nvarchar", "alter", "begin", "cast", "create", "cursor", "declare", "delete", "drop", "exec", "execute", "fetch", "insert", "kill", "select", "sys", "sysobjects", "syscolumns", "table", "update"

How do I edit or add email addresses?

We provide an excellent web-based email tool called SmarterMail. It allows you to view and administer your email wherever you have an Internet connection. You may view, send, save, delete, etc. your email using SmarterMail. You may also create new email addresses (up to 1000) and specify passwords, forwarding, aliases, etc.

For additional information, please refer to the setup email you received from Pointwide and visit: Creating your email accounts in SmarterMail

Can I keep my email with my current email provider?

Yes. Just forward us your email provider's MX record settings. We'll make the necessary updates on our server.

Can I edit the text appearance on my pages?

Yes, use the built in editor to format your text and paragraphs. You may also embed links to outside pages, upload a photo or graphic onto your page & much more using the editor.

Can I add photos to my pages?

Yes, use the powerful editor to upload photos, graphics & logos into your text. You will see features which allow you to align the photo, add a border & more.

Can I add links to other pages or sites?

Yes, use the editor's link feature to add a link to another site, your sales site, your IDX listings & more.

How can I resize my photos before posting them?

Many digital cameras include a program which allows you to edit your photos, including resizing them to specific sizes. Also, there are several excellent, free programs available for image editing and resizing. Two are listed below:

FastStone Photo Resizer


How can I improve my search engine results on Google, Yahoo, etc.?

Your new site will be "found" by the search engines within a week or two of going live. The search engines will look at 3 primary areas to determine where to put you in the search results for your keywords:

1. Content on your main page. Be sure to include keywords in your Mission Statement and Introductory text to include your services, "Residential Property Management", and the areas or communities that you serve, for example, "Dallas, Fort Worth, Texas".

2. The age of your site. The longer your site is in operation, the better your rankings will be.

3. Links to your site from other sites. The search engines will award you with "credibility points" if other sites link to you. Be sure to have your site listed on related Real Estate directory or professional affiliation sites.

You may also submit your site manaully to Google using this link: Google site submit

Here is a simple explanation of Google's methodology: How to Improve Your Site's Google Ranking

How do I determine where the forms on my site will be sent?

Use the "Edit Form Submission Email Addresses" function in your Content Manager to determine where each form is sent. You may also CC to additional email addresses.