Note - This article covers portal-specific publishing errors. For a general guide to publishing listings, see our Schedule Publishing a Listing and Portal Listing Details help articles.
Troubleshooting Portal Publishing Issues
If a property is failing to publish to Rightmove, Zoopla or OnTheMarket (the portals) as expected, or the status on the portal doesn't match Street, this guide will help you find and fix the problem.
How portal updates work
When you publish a listing for the first time, Street sends it to each portal you've selected. After that, Street sends any changes you make, such as a price change, a new description or a status change, to the portals automatically. There's no need to publish again.
Street usually sends updates within a few minutes. Each portal then processes them on its own schedule, so it can take longer for the change to show on the portal's website.
Note - Updates only go out once the listing has been published for the first time. If you've scheduled a 'publish after' date, nothing is sent to the portals until that date and time.
Property Failing to Publish
If a property is failing to publish, you will get a banner like this on the property:
Forcing a republish on your property may fix this. To get started, click Edit > Edit Property and go to the property description. Remove one character from the description, for example a letter or number, and click save. Then go back to the property description, add the character back in, and save again.
This will republish the property to the portals with its latest details.
Note - It can take up to 15 minutes for the portals to update. If forcing a republish on the property doesn't resolve your issue, please contact live chat support.
Property Not Appearing on the Portals
If your property isn't appearing on the portals but it's not failed, here's a few things to check.
1. Check the listing isn't private
Head to Edit > Edit Sales Listing (or Edit Lettings Listing). Under the Listing Visibility section, make sure the 'Private' or 'Website Only' option isn't ticked. Both types of listings are not sent to the portals.
Note - Both the 'Full Visibility' and 'Portals Only' listing will be visible on the portals.
2. Check the listing has been published and the portals are selected
Head to Edit > Edit Property Sales Portals (or Edit Property Lettings Portals). Make sure the portals you want are ticked and that no future date is set in the 'publish after' field. If you dismissed the 'Publish to Portals' banner, you can finish publishing from here.
3. Check the listing has everything it needs
Street won't send a listing to the portals if any of the following apply:
It has no full description.
It has no photos.
It's a sales listing with a price of £0 or no price entered.
It's a sales listing where the sale has completed. Completing a sale removes the listing from the portals automatically.
It has been withdrawn.
4. Check the listing meets the portals' limits
The portals will reject a listing if:
any room description is over 1,000 characters
there are more than 10 key features
any key feature is over 200 characters
You can check these in Edit > Edit Property, under the Rooms and Key Features sections. For more information, see our Property Listing Details help article.
5. Check the EPC
If your company has turned on 'enable auto property withdrawal', (via Company Settings > General Settings), Street will automatically mark any listing as private that still has no EPC 28 days after it was listed. While the countdown is running, a warning banner appears on the property page. When the listing is private, an entry is added to the property's activity log.
To fix this, add the EPC, then untick the 'private' option (see step 1). You can find all properties missing an EPC in the Properties table, under the Listings with no EPC tab.
Note - If you untick 'private' yourself after Street has automatically marked a listing as private , Street won't mark it as private again. For more information, see our Automated Listing Removal with no EPC help article.
6. Send the listing again
Once you've fixed the problem, head to Edit > Edit Property Sales Portals (or Edit Property Lettings Portals) and click 'save and publish'. This sends any changes to the portals straight away.
Note - 'Save and publish' only sends something when there's a change that hasn't been sent yet. If nothing has changed since the last update, clicking it again won't send the listing again.
Listing failed to publish
If Street tries to publish a listing to a portal and it fails three times in a row, you'll receive a branch notification in Street titled 'Listing Failed to Publish to [portal name]'. Click the notification to go straight to the property.
Note - The notification tells you which property and portal are affected, but not why the portal rejected the listing. Street will keep trying to publish automatically in the background.
To resolve a failed publish:
Click the notification to open the property.
Work through the checks in the Property not appearing on a portal section above. Pay particular attention to the portal limits in step 4, as these are a common reason for rejection.
Once you've made any changes, click 'save and publish' from Edit > Edit Property Sales Portals (or Edit Property Lettings Portals).
If the listing still fails, contact the Street Support team via live chat. They can look into why the portal rejected it and send the listing again for you.
If you're a Company Admin, you can check which portals and portal IDs are set up for each branch in Settings (the cog icon in the top right corner of your screen) > Company Settings > Portals. You can't change portal subscriptions or IDs yourself. If something looks wrong, contact the Street Support team. For more information, see our Portals (Settings) help article.
Status mismatch between Street and the portal
A status mismatch is when the status in Street (for example, Under Offer or Sold STC) doesn't match what the portal is showing.
Status changes are sent to the portals automatically, so you don't need to save the listing again. If the status on a portal doesn't match Street, check the following:
Continue marketing after a sale - If this is turned on in Edit > Edit Sales Listing, the portals and your website will keep showing the property as For Sale even after it goes Under Offer or Sold STC. This is expected, and a warning is shown on the property page. For more information, see our Display a sale agreed property as for sale on the portals help article.
Private - Status updates aren't sent for private listings (see step 1 above).
Failed publish - Check whether you've received a Listing Failed to Publish notification for this property.
Time - Allow time for the portal to process the update. This can take longer on some portals.
If the mismatch is still there after 24 hours, contact the Street Support team via live chat.
Note - 'Continue marketing after sale' will only be visible once the listing is Under Offer or Sold STC.
Property removed from a portal unexpectedly
If a property has disappeared from a portal and you didn't expect it to, check:
The activity log - Open the property and check its activity log for recent changes, such as the listing being withdrawn. You can filter the log by user to see who made each change.
A missing EPC - If auto property withdrawal is turned on, Street may have low profiled the listing (see step 5 above).
Private - Check the listing hasn't been set to private (see step 1 above).
Portal selection - Check the portal is still ticked in Edit > Edit Property Sales Portals (or Edit Property Lettings Portals). You can remove a listing from a single portal here, so it may have been unticked.
A completed sale - Completing a sale in Street removes the listing from the portals automatically.
Note - Not every change to a listing's portal settings appears in the activity log. If you can't find the cause, contact the Street Support team via live chat and they'll look into it.
Street is constantly being updated. This can mean that some of these articles become slightly out of date. If you spot something that looks a little bit different to your Street account, please let us know on the live chat so we can get it updated!