1.All advisors must sign up themselves for their own individual MRC accounts. If you're an assistant doing it open it as if you’re the advisor.
2.Each advisor must integrate their MRC account with their CRM using their own CRM login credentials that are accurate and current. If they expire you will need to re-integrate once those are active again.
3.Each advisor needs to add additional logins for admin staff/other team members to their MRC accounts, this can be done in Settings—Add Ons and Billing—Additional Account Logins. The Add Ons and Billing section can only be accessed in our desktop site, NOT the mobile app.
4.If MRC numbers are to be landline numbers please contact support for further instruction if the automated host process doesn’t work: email@example.com.
5.If the text-enabling process isn’t complete you cannot text—please finish all the steps.
6.If your account is in Review pending BD approval you cannot text until your account shows as Active.
7.If you do not have a forwarding number entered you cannot make calls via our app.
8.Please watch this video before calling support: https://ionlake.com/demo/
9.Do not call our support with compliance questions—direct any and all compliance-related questions to your office’s/firm’s compliance officer/department.
10. Your MyRepChat contacts are only going to be as clean as your CRM info. Some detailed housekeeping in your CRM on a frequent basis is highly recommended.
11.If you don’t know where to start/are a brand new user, see this doc: https://ionlake.zendesk.com/hc/en-us/articles/360033659071-MyRepChat-New-User-Checklist
12.If an error message tells you to reach out to your BD’s tech support or compliance, make sure you do that before calling MyRepChat support.
13.To search help topics by subject/keyword, please go to Support and Training in the lower left of the Dashboard and launch our Online Documentation.
14.You cannot forward texts from another texting platform to ours or vice versa.
15.If our app is acting “glitchy” or presenting otherwise unfavorable behaviors, please see this article: https://ionlake.zendesk.com/hc/en-us/articles/360034239952-Troubleshooting-for-Mobile-App-Users
16.Notifications for our app are enabled like for any other app—in your PHONE’S settings.
17.If you have any questions about security, information privacy, compliance restrictions, ‘should I send this’, etc., a good rule of thumb is to reach out to your compliance department first or simply do not send that text.
18.If a text does not get sent or is not received, just like with normal texting, this happens sometimes and is typically due to carrier restrictions, software restrictions (PII), BD restrictions (compliance), you’re out of service, not using WIFI, heavy cellular traffic, carrier issues, old phone, iOS updates not done, etc., 99% of the time it’s NOT an issue with MyRepChat and a simple reboot of your phone will help.