Reach the office
You can contact the office even when you cannot sign in to the app. We answer support requests within two business days, usually much sooner.
Email the office
[email protected]Call the office
416-277-9494Office address: 5580 Explorer Dr, Suite 600, Mississauga, ON L4W 4Y1.
Report a problem from the app
- Open Account → Get help → New request.
- Choose the closest category. Add a subject and explain what you did, what you expected and what happened.
- Include the approximate time, your phone model, its operating-system version and whether you were on Wi-Fi or cellular. Under Account → Diagnostics you will find the app version and update identifier; include them if you can.
- Add a screenshot if it helps, after hiding client details. Tap Send to the office. Your request and the office's replies appear under Get help.
Never send your account password, app password or session token. If the app will not open, use the office email or phone above instead.
Common questions
How do I get the app?
Search for RCIB Agent in the App Store on iPhone or Google Play on Android and install it. You need an RCIB brokerage account; the office creates it for you. There is no sign-up in the app.
How do I sign in?
Tap Sign in. Your phone's browser opens the brokerage's sign-in page at drive.rcib.ai. Use the account the office set up for you and approve access. The browser returns you to RCIB Agent. If the completion page stays open, tap Done. If the app shows "Signing you in", wait for the browser to close and tap Continue.
What if sign-in fails?
Check your internet connection and the account you used. Close the sign-in browser before trying again, and do not open several sign-in windows at once. If it stays stuck, close and reopen the app, then send the office the time, the error text and where it stopped. If your password is rejected or your account is not recognized, ask the office to check your access. Do not delete the app as a first step: that loses local drafts and downloads.
How do I turn notifications on?
Open Account → Settings → Notifications and allow notifications when asked. If your phone has blocked them, use Open phone settings when it is shown, or find RCIB Agent in your phone's Settings under Notifications and turn them on. On Android, also check that Battery settings do not restrict RCIB Agent, or calls and messages can arrive late. Return to the app and tap Retry notifications. If the status still is not Live, send the reason shown to the office. Focus and Do Not Disturb modes also silence alerts.
How do calls work?
Calls are made and answered inside the app through Talk. On iPhone an incoming call rings like a phone call and can be answered from the lock screen. On Android an incoming call shows as a full-screen call notification. The app needs microphone permission for audio calls and camera permission for video; it asks the first time you use each. Calls are not recorded.
How do I report a message or block someone?
Press and hold a message in Talk and choose Report. To stop seeing someone's messages, choose Block from the conversation menu. The office reviews every report. The rules are in the terms of use.
Who should I ask about a commission figure?
Contact the office's commission or accounting team using Get help or the contacts above. Include the deal reference, the figure you are asking about and why it looks wrong. The office checks the underlying record; a screenshot alone cannot settle what is payable.
How do I close my account or delete my information?
Open Account → Settings → Request account deletion, or use the account deletion page. The privacy policy explains what the app uses and what the brokerage must keep.