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FAQs

Get answers to your questions

How do I load my logo so it will show up on my reports?
I forgot my password. How do I login?
We'd like to change the number of users on our CoStar account. What do we do?
How do I update my listings?
Can I use CoStar when I'm away from the office?
I have a Key Token, but I'm not being prompted with the key token login box. How do I login?
I see a "Certificate Revoked" message on my computer. What does that mean?
I see a "No Certificate" message on my computer. What does that mean?
While trying to print, I'm being directed back to the home page (or the PDF of the report doesn't appear) How do I print my report?
How do I cancel my CMLS Subscription?

How do I load my logo so it will show up on my reports?

It's easy to brand CoStar reports with your logo. Here's how to upload your logo:

  • Login to CoStar. Then click My Profile in the upper left hand corner of your screen.
  • Near the very bottom of the ‘My Profile’ page, select the option "To upload logo click here."
  • You'll see a prompt providing image requirements and an option to browse your computer for the image file.
  • Once you have found the particular image, select it. Click 'Submit.’
  • Please note: Only one logo can be uplaoded per location. If one person changes the logo, it changes for the entire locations' logo in CoStar.

I forgot my password. How do I login?

Email us at support@costar.com with your password request. We will reply back with your login information.

We'd like to change the number of users on our CoStar account. What do we do?

To remove, add or change users on your account, simply send us an email at support@costar.com. Tell us the details of what you want to change, add or remove. We'll take it from there. For a new user, be sure to include their email address. We need that to complete the setup and forward login information.  With adding or changing users, there may be additional license fees incurred and your local account executive will be in touch if additional paperwork is required.

How do I update my listings?

Please contact your CoStar researcher to update/add/change any listings on CoStar. Or call us at 800-613-1303, Option 1. We'll connect you to your researcher.

Can I use CoStar when I'm away from the office?

Yes. The Key Token (aka Digipass) is a device that provides flexibility for any licensed user that needs CoStar access at home and away. Enter your username and password on another computer. Then enter the six-number digital code from your Key Token to complete the login process. The Key Token is about the size of a key chain fob, so you can take it nearly anywhere.

I have a key token, but I'm not being prompted with the key token login box. How do I login?

You most likely have a pop-up blocker. Please turn off your pop-up blockers and try to login again. Or, look here to learn how to disable the most common pop-up blockers:

Google Toolbar Support
Yahoo Toolbar Support
 

I see a "Certificate Revoked" message on my computer. What does that mean?

  • Go to the top of browser and select the 'Tools' option.
  • Select the 'Internet Options' choice.
  • Go to the 'Content' tab.
  • Within this tab, click the button entitled 'Certificates...'
  • You will see a Certificates box. Make sure that you are on the Personal tab. In this tab, you'll see a certificate with your username. Highlight it and then click the Remove button that is below and to the right.
  • Click YES to the “You cannot decrypt data encrypted using the certificates. Do you want to delete the certificates?” question prompt in order to remove the certificate.
  • Close the Certificates box, close Internet Options, and finally close all windows of Internet Explorer.
  • Reopen your browser and then proceed to log in as usual.
  • Following your login, you will see a Client Authentication box pop up at the beginning.  If the certificate was removed properly, this should be blank.  Click the 'OK' button to proceed.
  • You will come to the "Welcome To CoStar" page.... click the ‘Generate and Install Certificate’ button at the bottom of the page and answer ‘Yes’ to all of the security prompts to properly install a new certificate.
  • Make sure to follow the final instructions to close all windows of Internet Explorer and then re-open a browser window to log in as usual.

I see a "No Certificate" message on my computer. What does this mean?

With a new computer, you need to download a new CoStar certificate. Send us an email at support@costar.com. Let us know you have a new machine and need a new certificate. We'll cancel your old certificate. Once you receive our email confirming your old certificate is cancelled, follow these steps for your new certificate:

  • Go to our website, www.costar.com
  • Login using your username and password.
  • Click OK on the Client Authentication box to proceed.
  • You will come to the "Welcome To CoStar" page.... click the ‘Generate and Install Certificate’ button.... answer ‘Yes’ to all of the prompts.
  • Make sure to follow the final instructions to close all windows of Internet Explorer and then re-open a browser window to log in as usual.

While trying to print, I'm being being directed back to the home page (or the PDF of the report doesn't appear). How do I print my report?

If you have Windows XP Service Pack 2, it is important to note that there is an integrated pop-up blocker included in this version of Internet Explorer.  Pop-up blockers do not automatically recognize business applications like CoStar, so you need to take special steps to address security and access. To print reports without sacrificing Internet security, we recommend adding costar.com as a Trusted Site, adjusting your browser's security level and turn off pop-up blockers . Here is what to do:

  • Go to the Tools menu of your web browser and select Internet Options.
  • Click on the Security Tab.
  • Across the top of the Security Tab, you will see 4 icons.  Select the green icon labeled "Trusted Sites".
  • Click on the button which appears to the right, labeled "Sites".
  • In the "Sites" window, uncheck the option at the bottom that says "Require Server Verification".
  • At the top, type in "costar.com" (It's important to leave off the 'http://' and/or the 'www') and click "Add".  The site will appear on the bottom half of the screen when you click "Add".
  • Click OK to close the "Sites" window.
  • Now, click on "Default Level" at the bottom of the Security Tab.  (The Trusted Sites button should still be darkened.)
  • This will set the security level to "Medium". Slide the security scale down to "Low" or "Medium Low" in order to disable the popup blocker for CoStar .
  • Close all browser windows and open a new one to login to CoStar.
  • To learn how to disable the most common pop-up blockers, please visit these links:

    Google Toolbar Support
    Yahoo Toolbar Support
     

If your problem persists, just call us at 800-613-1303. There is also the possibility that you have other pop-up blocker software installed.  In that event, we'll help you make the required adjustments.

How do I cancel my Commercial MLS Subscription?

To cancel your Commercial MLS subscription:

  • Login to your account.
  • Go to Account Info in the upper left corner.
  • Click on the "Terminate Service" link on the Account Information tab.
  • Click "No" in the next prompt.
  • Click "Submit".  (Your account will continue until the end of the 30 day period you have paid for.)

Questions? Please call 800-613-1303.

 
 

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