Software Support Alert!

Our Support Team is currently processing a high volume of support requests, so it's possible that response times for new requests will be delayed. We encourage you to submit a help request online prior to calling. If you do need to speak with us on the phone, simply request a callback on the help form and we will call you as soon a a representative is available. As always, we strive to respond to all help requests promptly, and are working to resolve all open questions that have been sent in. Thank you for your cooperation and partnership.

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  1. CiiRUS Help Center
  2. Frequently Asked Questions

Frequently Asked Questions

  • General FAQ

    • What's New? Latest System Updates and Bug Fixes
    • What's the difference between CiiRUS Desktop and CiiRUS One?
    • I downloaded the new version of CiiRUS Desktop, why is the yellow panel still showing on the dashboard?
    • How do I know which version of CiiRUS Desktop I am on?
    • Is there a limit to how many users can access my account?
    • Where do I go to upload my company logo?
  • Login and Installation

    • How do I create a new SecureTrack User?
    • How do I login to CiiRUS?
    • How do I get the latest version of CiiRUS?
    • I am getting an error in the Windows App when logging in or while working. What should I do?
    • How do I perform a clean installation of the CiiRUS Windows Application?
    • How can I prevent a staff member from logging in?
  • Accounting FAQ

    • Why is the Owner Account of a property grayed out/disabled?
    • How do I re-disburse MC Commissions previously added to the owner accounts?
    • Can I get a W9 Form template from CiiRUS?
  • Channel Manager FAQ

    • How do I connect a new property to Vrbo?
    • How do I de-activate a property on Vrbo?
    • Who collects payment from the guest on Vrbo?
    • How do I cancel a Vrbo booking?
    • How do I modify the dates of a Vrbo booking?
    • What's the process to move a Vrbo booking into a different property?
  • Emails & Communication FAQ

    • Why are the Email Template Tokens not working in the subject line?
    • What's the difference between the email template categories?
    • Why are some of the tokens not populating in my email?
    • How do I import an Email Template from MailChimp?
    • Can I use the CiiRUS Default server to automate my emails?
    • Why are my emails not sending?
  • Website Configuration FAQ

    • What are the website options?
    • Can I connect my current website to CiiRUS instead of getting a new site built?
    • Does CiiRUS host my website?
    • What is a domain? How do I connect my domain?
    • What is a SuperSite?
    • What is Calendar Sync?
  • Owners & Listings FAQ

    • How do I add a new listing?
    • How do I delete a unit?
    • How do I see deleted properties?
    • How do I assign a property to a homeowner?
    • How do I delete an owner?
    • Is it possible to retrieve a deleted owner, property, or booking?
  • Reservations FAQ

    • How do I add a booking directly in the system?
    • How do I add an AOA booking?
    • How do I add a stop sale to an AOA property?
    • How do I allocate an AOA booking?
    • What is a tentative booking?
    • How do I add a tentative booking?
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