My search results don't match the MLS
Fix missing listings, wrong statuses, duplicates, missing photos and delays between the MLS and Ruuster, and know when to contact support.
Home Search shows the listings your MLSs send to Ruuster, narrowed by your search's filters. Most differences come from a filter, how a status is grouped, or a short delay after the MLS changes. If a listing is still wrong after these fixes, email helpme@ruuster.com with its MLS number.
Listings in the MLS are missing from my results
Cause. Your filters are hiding them. Status usually starts at Active only, so Coming Soon, Pending and Sold homes stay hidden until you pick them. The MLS filter, advanced filters and Include Zero and Blank? set to No can hide homes too.
Your MLS also decides which listings it shares for websites, so a listing kept off the internet may never arrive.
Fix. Open More filters and check Status and your MLSs, or click Reset all (see Filter your search with More filters). Then look the home up by its MLS number (see Look up listings by MLS number or agent ID).
If the home is in an MLS your brokerage doesn't have, see Add or change your MLS coverage.
A listing's status is different from the MLS
Cause. Ruuster groups each MLS's statuses into Active, Coming Soon, Pending, Under Contract, Sold and Other. Your MLS's name for a status may land in a group you don't expect.
Fix. In More filters, pick a status, then use the filter for your MLS's own statuses that appears below it. If the status is still wrong, email helpme@ruuster.com with the MLS number.
Admins can make your MLS's own statuses the default for everyone. In Default search settings, click Edit search, choose a Status, pick the MLS statuses and click Save. To rename that filter, type a new name in its Display as field on Default Search Filters, where it's listed as Property Status - MLS-SPECIFIC.
The same home shows up twice
Cause. Ruuster shows a home once when two listings share the same address, price, property type and sale or rental type. Two cards appear when any of those differ.
For example, the home is listed in two MLSs at different prices, or as both a house and land, or for sale and for rent.
Fix. Open both cards and compare them. If every detail matches, email helpme@ruuster.com with both MLS numbers.
Only about 10 homes load out of hundreds
Cause. The Grid loads homes 10 at a time as you scroll. The Map shows up to 200 homes for the area in view.
Fix. Scroll down the Grid to load the next homes. On the Map, zoom in or move the map to see the rest. On listings embedded on your website, click View more listings when it appears.
A new listing is on the MLS but not in Ruuster yet
Cause. New listings reach Ruuster from your MLS feed, so there's a short delay. A brand-new listing may also be Coming Soon, which your Status filter hides unless you pick it.
Fix. Add Coming Soon in Status, or search the listing's MLS number. If it still doesn't show, email helpme@ruuster.com with the MLS number.
Some listings have no photos
Cause. Photos come from your MLS with the listing. When the MLS hasn't sent any, the card and the property page show a placeholder image.
Fix. Check again later, since photos appear once the MLS sends them. If the MLS shows photos and Ruuster still doesn't, email helpme@ruuster.com with the MLS number.
A listing shows in the wrong place on the map
Cause. The pin uses the map location that comes with the listing data. If that location or the address is wrong at the source, the pin is wrong too. When the MLS hides a listing's address, its property page shows no map.
Fix. Ask the listing agent to correct the address or location in the MLS. If the MLS is right and Ruuster isn't, email helpme@ruuster.com with the MLS number.
The HOA dues amount doesn't show
Cause. A property page shows only the fields your MLS sends for that listing. If the HOA fee is blank in the MLS, there's nothing to show. Some fields appear only in the Agent Only card.
Fix. Open the property and check Price & Financial under Property Details, then the Agent Only card. If the MLS has a fee that Ruuster doesn't show, email helpme@ruuster.com with the MLS number.
Coming Soon timing differs from Zillow or the MLS
Cause. The time after the label on a card's badge counts from when that label last changed in Ruuster's listing data. Zillow and the MLS can count from other dates, like the listing's entry date.
Fix. Open the property and check Property Details for the dates your MLS sent.
FAQ
How do I tell how current Ruuster's MLS data is?
Scroll to the bottom of a property page. On many MLSs, the disclaimer says the information is based on data submitted to the MLS as of a date and time.
What should I send support about a wrong listing?
The MLS number, what the MLS shows, and a screenshot of the listing in Ruuster. Send it to helpme@ruuster.com.
Why does the count say more homes than I can see?
The count covers every home that matches your search. The Grid loads them in batches as you scroll, and the Map shows up to 200 at once.
Why are some listing details blank?
Blank fields in the MLS don't show in Ruuster. MLS-restricted fields appear only to agents, in the Agent Only card on the property page.
Still need help? Reach out to us at helpme@ruuster.com and we'd be happy to assist!