Help

HOW TO START WORKING AT ESTTY.com

How do I create an account for an individual person?

Go through the registration procedure.Please, enter your first name and name and email address. Remember the password you will need to enter your account the next time you visit ESTTY.com.

Within several minutes after registration, we send a confirmation message to the specified email. As soon as you confirm the invitation, you can start the work.

What should I do if I do not receive a confirmation message?

Some e-mail clients use email filtering for unknown senders. Check your Spam folder.

How do I open an on-line representative office for my company?

When you apply to get the company registered, you have to send the request (where you indicate the company name, contact person’s first name and name and a contact email address. The required documents will be sent to you.

How fast can a company start working?

All requests are considered intheorderthey arereceived. We do our best to reduce the term of consideration of requests from legal entities. In certain cases it is possible to start working the same day the request was received.

What should I do in case of refused registration?

In the case of registration refusal, its causes are justified. After their elimination, you can submit the documents one more time.

PERSONAL CABINET

ANAGING USER PAGE AND USER PROFILE

How to enter/change data in my Personal Cabinet?

Click on the Edit button and make necessary changes.

How to change yellow profile image to your profilepicture?

In order to change the default profile picture, click on it, chose your own picture and save it.

Is it necessary to fill in all fields?

The User can fill in the fields at his discretion. However an unfilled page can raise doubts of other Users of ESTTY.com.So, we recommend you filling in all the fields.

What actions/changes should I make to get any settings of the map/picture displayed on the page?

In order to tune up the page view, click on the Edit button, the ESTTY settings tab.

What should I do if uploaded picture is not sharp or is displayed incorrectly?

The optimal picture size is 1900х255. In all other cases wrong displaying is possible.

Is it possible to not pass validation?

The Number Contact Validation is not obligatory and is carried out for provision of guarantees on your part to Customers and other Users of the site.

What are the advantages of the Number Contact Validation?

In case of communication restriction or if the subscriber isinaccessible at the moment, an invalidated number can be treated as non-existent or outdated.

What if I have no number validation service?

In some regions validation service may not be provided. In this case validation can be automated if the information provided in a profile is valid and there are no violations from by the User. If validation is required earlier, contact the Customer support department.

What kind of profile can the User create?

User can be represented as "House Owner", "Broker", "Real Estate Agent", "Customer" or represent a legal entity: building company, real estate agency, bank and any company relevant to the functions of ESTTY.com.

What is the difference between Brokers' and Real Estate Agents' profiles?

Broker provides services as an individual person, without any guarantees for the performed work.

Real Estate Agent operates as a legal entity and provides the guarantees fixed in the legislation embodied in the legislation of the region/country of the company.

How to change my User profile?

All Users are registered with House Owner profile. In the Personal Cabinet you can change your profile to Broker profile. In order to complete it, click on the Edit button on the tab Your marketing.

To get registered as Real Estate Agent, please, choose the name of your company in the settings of your User page and send the request for adding you to the company’s personnel. After the request confirmation your current profile will be changed to Real Estate Agent.

The Customer profile is assigned at the request to the Customer support department through the Personal Cabinet.

What should I do if my company is absent on the list?

If your company is absent on the list, perhaps, we are not aware of its existence. You can send the appropriate request to the Customer support department through the Personal Cabinet.

How fast will I be added to the list of Real Estate Agents?

Profile confirmation is confirmed by your company’s manager. You can consult him directly. If you don't know who is responsible for managing your company’s page, you can contact us via our Customer support department available through the Personal Cabinet.

My account is blocked. What should i do?

If your account has been blocked, perhaps, someone has tried to access your page. Please, contact our Customer support department support@estty.com.

The page is blocked because of "lack of money":

If the page is blocked because of the lack of money, contact your company’s manager. It is necessary to top-up your account according to the existing contract with your company.

What to do if information provided by the User isn't is not true?

If you have faced the invalid information provided by the User, please contact our Customer support department. Your claim will be carefully considered. The order of consideration of the requests is described below in the part "Customer support department".

SHOWING UP ON THE SEARCH ENGINES

What should I do if my Objects show up on the map while I do not?

Click on the Edit button to enter your profile settings. Choose ESTTY settings and enter at least one address to define your location on the map. ESTTY will save it and show up your location on the map for other Users even if you change the map to the picture.

What to do if my Object doesn’t show up on the map?

Click on Edit the object and enter the address once more. Save the changes. If the Object does not show up, contact our Customer support department.

OBJECT MANAGEMENT

Available number of advertisements:

For House Owners, Brokers and Customers maximum two advertisements are free of charge. All subsequent advertisements are provided on a paid basis or free of charge depending on terms of rendering of services in this region/country.

Real Estate Agent can insert unlimited number of advertisements regardless of the region/country.

How long can an advertisementbe posted on the website?

An advertisementcan be posted until you sale/purchase the Object. It will then slowly move down the listings as advertisements of other Users are being placed. To keep your advertisements atthe top, use the Service "Bump my advertisement".

Advertisementsare stored perpetually, but no more than 30 days from the date of your last visit of the Site. After that all advertisementswill be considered as outdated and misleading other Users and will be automatically transferred to the User's archive. You will be able to return them during your future visits of the site.

How long will my page be stored on the Site in case I don’t visit it?

You can use all uploaded Objects, including your archive and account anytime for new sales and purchases.

The individual User page with all current data is stored in full for an unlimited period of time,but no more than 365 days from your last visit of the Site.

What should I do if my Object is exposed by another User?

In case of illegal exposure of your Object by another User you can address directly to the User via our Direct Messages Tool. If your rights for advertising of Object are violated, you can also send the request with appropriate confirmation to the Customer support department. If your claim is confirmed, the Object of other User will be blocked. In case of repeated violation from such User, his page will be deleted from the site ESTTY.com without possibility to restore.

THE FRIENDS ACCOUNTS TAB

What Users can be added to Friends Accounts?

You can add to your Friends accounts all Users, whose news, sale Objects etc. you are interested in.

In case you work as Real Estate Agent or agent of a company officially represented on ESTTY.com, an automatic addition of your company’s personnel is possible (service is provided depending on the region/country).

How to add a User to my Friends Accounts?

In order to add a User to your Friends accounts, open his page and click on the Add Friends button.

If a User was added to a chat, will he be added to the list of Friends Accounts too?

No. Adding and removal from a chat is not connected with the Users from you Friends Accounts.

How to get to a User page?

You can get to a User page through a card of Object by clicking on the Username; through a chat if you have already communicated with the User and he has been added earlier; using the search.

How to delete a User from my Friends accounts?

In order to delete a User, open your Friends Accounts tab or his User page and click on the Delete Friend button.

If I delete a User from my Friends Accounts, will he be deleted from chat on the Messages tab?

No, Friends Accounts aren’t connected with chat. The User in the chat, as well as the message history, are saved.

ACCOUNT MANAGEMENT

What method should I use to top-up my account?

Depending on the region/country, methods of replenishment may differ. The main method available to Users is to top-up with a bank card.

What cards can be used?

ReplenishmentispossibleforVisaand Master Card.

What is 3-D Secure?

3-D Secure is an additional security technology, the special protocol developed by Visa and MasterCard systems that provides additional security for Internet transactions. For confirmation of any payment you must enter personal password on the server of issuing bank (cardholder only can receive it).

How do I top-up my account?

You can top-up your account in the Balance tab through your Personal Cabinet. Choose "Top-up my account", indicate amount and card details. If required, confirm operation with the special password from bank (3-D Secure).

Is it possible to set up automatic replenishment to avoid monthly input of the card information?

Auto topping-upof funds at a rate of a monthly fee allows to avoid monthly input of the card information. It is provided depending on the region/country.

Is it necessary to enter PIN code of a bank card when I top-up my account?

No, when you top-up with a card, PIN code isn't required. If someone asks you on behalf of ESTTY.com to give your PIN code, this is a fraud. Please, be careful.

What commission will be charged for topping up with a card?

ESTTY.com doesn’t charge any commission for topping up of the account.

Operation has been cancelled:

Possible causes of failure:

  • Your Bank has established a ban against the payment from the Internet;
  • Timed out card data input (it is required to input all data during 40 minutes);
  • There is not enough money on your card to pay the order.

What security guarantees on account replenishment does ESTTY.com provide?

If you pay the order by card, payment processing (including entering the card number) is on a secure page processing system, which has passed international certification. This means that your confidential data (card details, registration information, etc.) are not available for ESTTY.com, their processing is fully protected and no one, including our employees, can obtain your personal and banking data.

How the data is protected while I top-up my account?

When working with card data security standard used information developed by the international payment systems Visa and MasterCard - Payment Card Industry Data Security Standard (PCI DSS), which provides safe handling of the details of bank card holder. The technology used ensures the security of data on transactions with bank cards by using a protocol Secure Sockets Layer (SSL), Verified by Visa, Secure Code, and private banking networks, which have the highest degree of protection.

What should I do if I have made an incorrect payment or I have indicated a wrong amount?

In case of a mistake contact Customer support department through your Personal Cabinet available 24/7. We will try to help you.

In case of wrong payment, where the funds will be returned?

In case of return, the funds are transferred to the same card with which payment was made.

What is the Refund Bonus?

The Refund Bonus means funds transferring into the User account depending on the frequency of use of Services and Tools of the site; other Users’ reference frequency to the current Objects of sales, number of your publications in the Newsline.

How can I use transferred Refund Bonus?

All funds are transferred to your account and may be used for payment for any Tools, Services and Tariffs/Rates provided on the site in your region / country.

Can I cash out a Refund Bonus transferred to my account?

No, funds are not subject to withdrawal.

SERVICES

"BUMP MY ADVERTISEMENT" SERVICE

How does it work?

Your advertisement will slowly move down the listings as advertisements of other Usersare being placed. The Service "Bump my advertisement" allows to bump your advertisement to the top of the listings and to make the Object sale gain current importance.

How do I bump my advertisement?

You can bump your advertisement through your Personal Cabinet, the Objects tab.

Is this a paid Service?

ayment for Service depends on the region of the User.

"SPECIAL OFFER" SERVICE

How does it work?

If you need to sell an Object as soon as possible or if you sale it at more favorable price than other Users, use the Service "Special offer" to inform Users about your flexible terms of sale and favorable price.

How can I activate this Service?

This Service is available on the Objects tab in your Personal Cabinet. Choose the necessary Object and press Edit. Choose this type of Service.

IsthisapaidService?

Payment for Service depends on the region of the User.

"SUBMITTING A DEPOSIT" SERVICE

How does it work?

In case of a difficult sale of an Object, insurmountable actions which postpone the transaction, changes of terms of sale after submitting a deposit and other circumstances which may entail refusal from the vendor and further sale of your Object, use the service «"Submitting a deposit".

The service being used the other Users interested in your Object will also be informed about the opportunity to buy the Object in case of change of circumstances.

How can I activate this Service?

This Service is available on the Objects tab in your Personal Cabinet. Choose the necessary Object and press Edit. Choose this type of Service.

Is this a paid Service?

This Service is free irrespective of the region of the User.

"LINGVO" SERVICE

How does it work?

This Service allows to correctly translate the Object to the language of the Usersfrom other countries who are looking through your advertisement from other countries. As opposed to the machine translation available in the Internet, ESTTY.com translation is made according to the technical norms and standards of accommodation habitual for Users from other region/country.

In case the language of the User is not recognized or is not included into the ESTTY.com language database, such translation will be provided in English.

Information provided in the description of Object is author's information and isn't subject to translation.

How can I activate this Service?

This Serviceisautomatically provided after the adding of new Object.

IsthisapaidService?

Payment for Service depends on the region of the User.

ESTTY.com TOOLS

"DIRECT MESSAGES" TOOL

How can I send a message to the User?

To send your first message open the User profile and click on the button Send the message. The User will be automatically get added to the chat. If the User writes you first, he will be also get added to your chat. Unread message indicator will appear in the top of the control panel.

How to get to a User page?

You can get to a User page through a card of Object by clicking on the Username; through a chat if you have already communicated with the User and he has been added earlier; from the Friends Account tab in your Personal Cabinet; using the search.

Does a User receive any notification if I add him to a chat?

A User doesn't receive any notification regardingadditionto chat. In case the message is sent, the User gets sound notification as well as receives a notification in control panel.

I don’t have sound notification.

Check your browser settings. Perhaps, pop-up messages are banished according to your settings. In this case update your settings and allow pop-up messages to ESTTY.com. If the problem can’t be solved, try to connect ESTTY.com Customer support department.

How can I find out whether my message was read or not?

At the moment the post-perusal notifications aren’t provided. If there is no answer for a long time, try to send your message once more time.

Is it possible to send emails on the Mailing list through messages to notify other Users about expected discount?

Mass mailings to ESTTY.com Users, as well as sending multiple messages to one User are forbidden according to p. 11.13.4. of "Agreements and Rules" of ESTTY.com.

How can I delete messages from a chat?

It is impossible to delete one or several messages from a chat. All sent and received messages compose a single history. It is possible to delete messages only after removal of the User from the chat.

How can I delete a User from a chat?

To delete a User from a chat, choose the User and press the icon which appears nearby. The User and all the message history relevant to him will be deleted.

Whether will the message history on the page of other User will be deleted if I delete the User and the history from my chat?

When you delete a User from a chat, all messages sent and received earlier are deleted from your account only. Deleted User will see you in the chat list and continue to see the Messages history, until he decides to delete you.

What will happen if I remove a User and write to him again?

In this case, you will start a new chat. If the User you write again didn't delete you during this time, you will see your new message as continuation of your old chat.

"EVENT REGISTRATION" AND THE CALENDAR TAB

What events are displayed in the Calendar?

The Calendar inform you about the most significant events for real estate experts in which they can take part as long as they fulfill the conditions specified for an event and an order of application, if on-line accreditation is provided for this event.

Which events are available for accreditation?

We provide event accreditation if we can ensure your presence at the event. In other cases the notification "accreditation isn't provided" is indicated.

Why I can’t obtain accreditation for any event?

1. Perhaps, you have not enough Objects or have no sales history for the further accreditation.

2. Your company has no corresponding Contract with ESTTY.com.

3. This Service is not supported in your region / country.

Please, contact our Customer support department for further details.

For what events can I apply for accreditation?

Consideration of the requests is carried out only concerning events which are foreign for the applying party. Thus, on the events which are taking place in the region of your residence, accreditation can be obtained only by agents of other countries. In case you apply for accreditation for an event which will be held in the region of your residence, such request won't be considered or approved.

Why it is not allowed to apply for an exhibition which takes place in my region?

As the majority of events are open and free, if you want to obtain local accreditation you can contact the event manager directly.

The cost and payment procedure in case of confirmation of my request.

All expenses connected with visit, stay during the event as well as transfer to the site where the exhibition is hold are provided free of charge for the persons who received confirmation of the requests for participation in number of the places specified for the current event.

How do you select requests if the quantity of requests exceed the quantity of vacant places?

Selection of requests is carried out on the basis of quality assessment of the submitted request, experience of an expert, current demand of customers. Additional interview or meeting of participants for an independent assessment and distribution of requests is possible.

Whether it is possible to postpone a trip if I passed accreditation, but fell sick?

It is impossible to change events or to send other person instead of you. Tickets, reservation and order of staying are assigned only to you. They can’t be handed over or postponed.

What will happen if I have submitted applications for many events?

It is possible to submit several applications; however the interval between them has to be not less than 6 months. In case this rule is not followed, from two requests submitted a request for an event with smaller number of applicants will be left.

In case of modification by the event manager, please inform your contact person, stated in accordance with your contract.

How can I add an event to my Calendar?

In order to add a new event contact our Customer support department through Messages available in your Personal Cabinet and send presentation of an expected event.

How can I make changes to an event?

In case you notice contradictions or inaccuracies, please inform our Customer support department through Message available in your Personal Cabinet. Information will be checked one more time.

In case of change from the event manager, please inform your contact person specified in your contract.

"LINGVO" TOOL

How does it work?

Service and available for all Objects "LINGVO" Tool allows to correctly translate the Object to the language of the Users from other countries who are looking through your advertisement from other countries.

What is the difference between basic translation and ESTTY.com translation?

As opposed to the machine translation available in the Internet, ESTTY.com translation is made according to the technical norms and standards of accommodation habitual for Users from other region/country.

How is my advertisementdisplayed for a User in case his language is absent in the database?

In case the language of the User isn't recognized or is not included into the ESTTY.com language database, such translation will be provided in English.

Why there is no translation of the advertisement description?

Information provided in the description of Object is author's information and is not subject to translation.

Who can use this Tool?

"Lingvo" Tool is available for all Users categories.

How can I see its operation?

To see how your advertisement is displayed for Users from other countries, edit ESTTY.com settings: change your home region or site's language.

"REFUND BONUS" TOOL

How does it work?

This Tool allows to receive charges from the paid Services that are used by the User for promotion of his Objects.

What the amount of the Refund Bonus depends on?

The amount of the Refund Bonus depends on a User profile and his cooperation with ESTTY.com. For Users, constantly and professionally working at the Site, the percent of the Refund Bonus is higher than for the Users who are carrying out onetime purchases/sales.

What is the maximum amount of the Refund Bonus?

The maximum amount depends on the region/country of the User and makes up to7% in case of using paid Services and Tools of the Site.

How can I use the Refund Bonus?

The Refund Bonus is transferred to the account of the User and allows payment for any Services which provide payment.

Can I cash out refund bonus transferred to my account?

No, funds aren’t subject to withdrawal.

"NEARBY AGENT" TOOL

How does it work?

This Tool allows Agent/ Company / Customer to define the area of work, using their location on the map.

How to fix my location on a map?

Use settings in the Personal Cabinet. Press Edit and open ESTTY Settings. Define your location to show the map at your profile. ESTTY.com will save your location and mark it for other Users.

How can I see all agents at the same time?

Settings of the general map may differ depending on the region. If the general map is absent on the main page or on the User page, it not provided in your region.

"IDEAS FOR HOME" APP

How can I add Ideas to the Catalogue?

To add Ideas send the appropriate request to the Customer support department available in your Personal Cabinet.

What is the way in which copyright protection of posted Idea is secured?

In case of Idea having an author we usually indicate all presented or found contact information.

How can I purchase a part of interior or use the services of a designer?

All contact information available for ESTTY.com is presented in an Idea Card. Address directly to the company engaged in the registration or to the designer.

What should I do if my Idea is presented by other owner?

If you have rights certificate for Idea, contact our Customer support department: support@estty .com. You also have the right to ask to temporarily take it out of publication. In case of confirmation of your rights, this Idea can be deleted from ESTTY.com without possibility to restore or will be published with fixing of your copyright.

Is it it is possible to add Object of sale to the Ideas for house?

Yes, if your apartment is interesting, you can send the appropriate request to the Customer support department from the menu of the Personal Cabinet.

CUSTOMER SUPPORT DEPARTMENT

Customer support department is available 24/7 in your Personal Cabinet, the Messages tab. For more details about the operation of this Service see part "Direct messages" Tool.

Incaseof absent access tothe Personal Cabinet, please contact our technical support: support@estty.com.

In what cases I can rely on the on ESTTY.com Customer support department?

ESTTY.comCustomer support department provides its services in all cases where it is mentioned. You can also contact us with all other questions. If it comes within ESTTY.com competence, we will try to help you.

I sent a request in the Customer support department a few days ago. There is no answer. What should I do?

All requests are considered in the order they are received. We do our best for that consideration of request doesn’t exceed 48 hours In case of a large number of requests delays are possible.