KEYSTONE SUPPORT

A clearer answer.
A better next step.

Practical help for the work behind the investment case.

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Getting started

Documents & imports

Underwriting

Discovery & research

Sharing & delivery

Privacy & API access

WHEN YOU NEED A PERSON

Start with the right context.

Contact your organization’s administrator for access or deal-specific help.

What to include in a support request

The organization and page where the issue occurs.
What you expected and what happened instead.
The time, browser, and a short error message, if available.
A redacted screenshot only if it helps explain the issue.

Do not send passwords, API tokens, invitation/reset links, resident details, or unredacted financial documents. Ask for an appropriate secure channel if a source file is needed.

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A public support address is still to be confirmed. Please contact your organization’s administrator.

A clearer answer.A better next step.

Getting started

How do I get access to Keystone?

My invitation is missing or no longer works. What should I do?

How do I reset my password?

Why am I being asked to verify my identity again?

Documents & imports

Which files should I use for a rent roll or T12 import?

Can I use a PDF, scan, or offering memorandum instead?

What if Keystone reads the wrong columns?

Why does the rent roll not match the property’s unit count?

Can I keep older rent rolls and choose which one is active?

How should I review T12 expense categories?

Underwriting

Is Guidance the same as my purchase-price assumption?

How is In-Place Cap calculated?

What is the difference between Financials and Pro Forma?

What happens when I freeze an investment decision?

How do I move from screening through LOI and diligence?

Discovery & research

Does approving a discovered listing add it to Pipeline?

Are broker availability and my acquisition stage the same?

Can we change our target markets and acquisition criteria?

How do Benchmarks, Intelligence, and Comps differ?

How does Keystone recognize a property after its name changes?

Sharing & delivery

What can someone invited to the Investor Portal see?

What should I check before sending a lender package?

Do construction draws require an invoice for every line?

Does revoking access recall a report someone downloaded?

Privacy & API access

Who can access our organization’s private information?

Does Keystone record my rent-roll screen for analytics?

How do I request a correction, export, or deletion?

Can I connect my own software using an API token?

Start with the right context.

A clearer answer.
A better next step.