New User Frequently Asked Questions

Jen McGee

Welcome to the Valcre New User FAQ!

Here, you’ll find answers to some of the most common questions new users have as they begin their journey with our platform.

Whether you need help setting up your account, learning about Valcre’s features, or troubleshooting issues, this guide is here to assist you. Simply select a topic to the right to jump to that section, and if you can’t find what you’re looking for, don’t hesitate to reach out to our support team for additional assistance.

Account Set up
Implementation
Product Support and Training
Valcre Products
Administration
Subscription | Billing
Security

Account Set up

How do I set up my account?

Your Valcre account is set up by your Implementation Manager (when you are a new client) or Client Success Manager (if you are a new user for an existing client).

Upon set up, you will receive an email from our system prompting you to sign in and change your password. Once you have changed your password, you can complete your user profile.

If you do not receive that email, please check your spam/junk inbox and then reach out to Valcre Support for assistance.

Where is the login page?

Access the Valcre login page at: app.valcre.com

Pro tip: Bookmark this page for quick access in the future!

How do I change my password?

From the login page, enter your email address associated with your account and select Forgot Password.

Our system will send an automated email with a password reset link.

Can I change my username or email address?

Yes! You can change those inside your account profile, by selecting your profile in the left corner of Valcre Online and selecting Account. Your email address is locatable on the first tab Profile.
Password can be reset, by selecting Security and then selecting the Reset Password option.

Implementation

I signed the contract. Now what?

During the first 1-2 days after you have signed your contract, we will set up your Valcre Online account and provide you access.

You will also receive a welcome email from our Implementation team prompting you to schedule a Kickoff Call. At this call we will discuss your goals and timelines.

How long will it take to receive my custom report templates?

Once we receive all of your branding requirements, including but not limited to: a Sample Word report (in Word format, not PDF), logo, HEX codes for brand colors, fonts, and spacing guidelines, we will begin creating a branded version of our Valcre documents for our office. These typically take a week to turnaround for your review.

After you have reviewed and provided feedback on any iterations, we will complete those within a week and add the final version to your platform for usage. We encourage you to provide all feedback at one time to avoid unnecessary delays.

Pro tip: We ask that you keep in mind your report will be a branded version of the Valcre report, not a re-creation of your exact report. It will contain the same look and feel of your report, however there may be small difference. Your Implementation Manager can discuss this at more length with you.

I have data to import; how long will that take?

Data Migration takes approximately 4 weeks from the date we receive your full and complete files from either you or your former data provider. During this time, we are reviewing and cleaning the data to import into Valcre and may schedule a mapping valcre icon.gif

session with you discuss outliers or questions. This process is what can delay your implementation the most due to wait times from previous data providers.

Pro tip: We recommend beginning the data extraction process as soon as you sign the contract with Valcre.

Product Support and Training

How or where do I start learning to use Valcre?

We recommend that you start with the Getting Started Guides in our Help Center. These guides are accessible by you and your team 24/7 and are full of detailed video and how-to steps for instruction on using every component on the platform.

Additionally, during our standard Implementation, we provide dedicated training to you and your team. This training consists of 3 sessions, each focused on a different piece of the Valcre product.

We also offer weekly webinars of our Basic Training Sessions that are open to any of our clients to join at any time.

What do I do if I need Support?

Our Live Support is considered best in class by maintaining a 98% customer satisfaction rating with a 1-2 min average response time during business hours. They can be reached through our integrated online chat Monday through Friday from 9:00 AM to 8:00 PM CT and 9:00 AM to 6:00 PM on Saturday and Sunday. (Including public holidays)

When our live support is offline, we have Valerie, our automated support agent to assist you as well. Rest assured if Valerie is not able to answer your question, she will triage it to our live agents to address as soon as possible.

Contacting Support:

Connecting with us via chat

Emailing us at support@valcre.com

Calling us at +1 (866) 888-5882

Valcre Products

What are all the Valcre products?

Valcre offers a full suite of products for streamlining data gathering and report writing. They include:

Valcre Online: Valcre's secure cloud database, accessible through your web browser. Valcre Online allows you to track current assignments and access your extensive datasets anytime, anywhere.

Valcre Mobile: Appraisals on the go! The best of Valcre Online, now in the palm of your hand for appraisers on the move.

Valcre Office: The perfect addition to your Microsoft Office suite. Valcre Office includes our Valuation Workbook and Report Templates (USPAP and CUSPAP compliant) to generate engaging, accurate, and efficient reports and presentations.

Valcre Assist: Valcre's tailored, white-glove service for commercial real estate appraisers. Valcre Assist enhances your platform use by providing expert support for tasks like appraisal report assistance, research, data entry, property research, zoning analysis, tax info, and local area studies.

How do I get Valcre Mobile?

Valcre Mobile is available for download in both the Apple App and Google Play store.

Learn more about Valcre Mobile

How do I report a bug?

Reporting a bug is easy through our support chat. Simply open a new chat, select Feature Request or Bug, and provide the details. Our support team will review your submission, follow up if needed, and share any updates on resolution timelines.

What are the system requirements for best use of Valcre?

Valcre is designed to run on the latest software and mobile devices. To ensure optimal performance, you may need to update your system to meet the requirements below.

You can find the full system requirements in this guide.

Administration

How do I add additional users?

To add additional users, please contact your Client Success Manager.

How can I manage permissions for my team?

To manage team permissions, you must have Office Manager or Organization Manager permissions.

To update a user's permissions:

Select Administration from the left-side menu.
Go to Manage Users and select the user.
Navigate to Permissions and make the necessary updates.

Learn more about User Management here.

Subscription | Billing

How do I access the billing portal

Valcre's billing portal is accessible at:

https://valcre.chargebeeportal.com/portal/v2/login

Pro tip: You must be the authorized billing contact to access.

For questions about billing, please reach out to our billing department: Billing@Valcre.com

How do I change my subscription

All subscription or contract change requests are handled by your Client Success Manager (CSM).

Please connect with them to discuss options.

How do I add additional Valcre products

Your Client Success Manager (CSM) is available to help you add products or services and determine the best options for your organization.

How do I cancel my subscription?

We’re sorry to see you go! To cancel your subscription, please contact your Client Success Manager (CSM). They’ll guide you through the process and discuss any relevant details. If there’s anything we can do to better support your needs, we’d love to chat!

Security

How secure is Valcre?

Your data is secured with best-in-class security practices.

Your data is private and only available to users in your account and people with whom you explicitly share it.

Does Valcre have two-factor authentication?

Yes, Valcre offers Two-Factor Authentication to assist in further account protection. 2FA can be enabled inside the Security settings of a users profile.

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