Property marketing & listings: troubleshooting

Fixes for the problems people meet most often. For how things work, see Property marketing & listings; for step-by-step instructions, see the how-to.

Portal listings

I can’t list on Rightmove, Zoopla or OnTheMarket, or the option has gone

Why it happens: COHO only lists on portals through your own account with each portal. Listing through COHO’s partner has stopped, so the old option has gone. The portal boxes only have buttons once your credentials are added.

How to fix it: get your branch or feed ID from the portal and add it in Availabilities Settings. See Connect a portal account. COHO doesn’t connect to SpareRoom, OpenRent or Facebook Marketplace.

A let room is still on Zoopla

Why it happens: COHO doesn’t remove Zoopla listings when a room becomes unavailable. It only removes them when the room or property is disabled or deleted.

How to fix it: open Listing portals on the room, click Manage room listing on the Zoopla box, then Remove listing. It goes within a day.

A single let (or whole-property listing) is still on Rightmove or OnTheMarket after it was let

Why it happens: COHO removes Rightmove and OnTheMarket room listings automatically. Property listings, which every single let uses, stay live when the room becomes unavailable.

How to fix it: open the property’s Availabilities panel, go to Listing portals, click Manage property listing > Remove listing.

A room listing is still on Rightmove or OnTheMarket an hour after I marked the room unavailable

Why it happens: COHO only removes listings it created through your connected account, once the room says “This room is unavailable.” If availability wasn’t changed (for example, the onboarding was started without Set room as unavailable), nothing is removed.

How to fix it: check the room’s availability and use Change availability if needed. If it’s unavailable and the listing is still live after an hour, use Manage room listing > Remove listing. If the listing was created outside COHO, remove it on the portal.

The portal shows the old available date

Why it happens: changing a room’s availability doesn’t send anything to the portals. Only edits to the property or room details do.

How to fix it: click Manage … listing > Update listing.

My Rightmove or Zoopla room advert shows the house description

Why it happens: Rightmove and Zoopla room listings use the property’s headline and description. Only OnTheMarket uses the room’s own description.

How to fix it: write the property description so it suits every room, and put room-specific points in the room description for Find a Home and OnTheMarket.

The price on a whole-property listing is too high

Why it happens: a property listing adds up the rent and deposits of every active room, occupied or not.

How to fix it: for a shared house, remove the property listing and create room listings instead. Check How do you want to list it? in the property’s details.

My listing appears twice on Rightmove, or shows the wrong price

Why it happens: sometimes Rightmove keeps an old advert after a listing is changed (for example, after switching List as house / flat share).

How to fix it: compare the advert’s link with the one in Manage room listing. Remove the one COHO doesn’t show on the portal, or contact COHO support.

My HMO room doesn’t show as a house share on Rightmove

Why it happens: List as house / flat share wasn’t ticked, or the property type is Not specified.

How to fix it: open Manage room listing, tick List as house / flat share (and the override if you want House share as the property type), then Update listing. Set the property type in the property’s details.

OnTheMarket listings have the same boxes. There, List as house / flat share puts the advert in OnTheMarket’s Shared accommodation search.

Floor plans or the virtual tour aren’t on my portal advert

Why it happens: floor plans and virtual tours are sent with the next update. Videos and EPC files aren’t sent to portals at all.

How to fix it: add them in Property Marketing, then click Update listing. Upload the EPC on the portal itself if it needs one.

Find a Home

My room isn’t showing in Find a Home search

Why it happens: search only shows rooms in multi-let (HMO) properties that are marked available, where the Tenant Find service isn’t Off and Hide this property on Find a home is off. A tenant’s own filters (budget, gender, age range, tenant type) also hide rooms that don’t match.

How to fix it: check the room is available and the property isn’t hidden. Check the room’s preferred gender and age range aren’t narrower than you mean. Open View on the COHO box to check the page itself. For a single let, share the listing link.

A let room still shows on Find a Home

Why it happens: the room is still marked available. Starting an onboarding or adding a tenancy doesn’t change availability unless you tick Set room as unavailable.

How to fix it: use Change availability > Unavailable on the room. Find a Home updates straight away. See Viewings, Availabilities & Leads: troubleshooting.

My property shows up on Google

Why it happens: Find a Home pages are public, so search engines can find them.

How to fix it: turn on Hide this property on Find a home, or turn the property’s Tenant Find service Off to stop the page completely. See Hide a property from Find a Home.

My single let shows the wrong number of bedrooms

Why it happens: a single let’s listing takes its size from Number of bedrooms (and Number of bathrooms) in the property’s details. If they’re blank, it counts one.

How to fix it: fill in Number of bedrooms and Number of bathrooms in the property’s details. To let rooms separately, the property would need to be a multi-let (HMO).

Media and descriptions

I can only add one video or virtual tour

Why it happens: a property can have one video and one virtual tour at a time.

How to fix it: click Remove on the current one, then add the new one.

My photos are cut off

Why it happens: property and room photos are cropped to a 4:3 shape when you save.

How to fix it: adjust the crop before saving, or use landscape photos. Floor plans aren’t cropped.

I can’t edit the room description, rent or room photos

Why it happens: these need “Change properties and rooms”. “Advertise rooms and publish to portals” covers property media and property text only.

How to fix it: ask an admin to give your role the permission.

“Complete the property profile to list this property”

Why it happens: the property’s profile isn’t complete.

How to fix it: click Edit property profile (or Add property details) on the Availabilities panel. Add a description and at least one picture, then save.

Error messages

Message (as shown)	What it means	What to do
“Property need a HeadlineDescription”	The property has no headline	Add a Headline description and try again
“Property needs a headline descriptions” / “Property needs a descriptions”	Zoopla needs a headline and a description	Add both in Listing details
“Property type needs to be specified”	Zoopla needs a property type	Set the property type (not Not specified) in the property’s details
“Property needs a town or city” / “Property needs a postcode”	The address is incomplete	Complete the property address
“Property AddressData is required”	The address wasn’t looked up properly	Re-enter the address in the property’s details
“Property needs at least 1 active room to be listed on Rightmove” (or OnTheMarket), “Property has no active rooms for listing”	All rooms are disabled	Enable a room, or list a room instead
“All rooms need to have the same rent frequency”	A Zoopla property listing has rooms paid weekly and monthly	Use room listings, or align the rent frequency
“Listing already registered”	There’s already a Zoopla listing for this room or property on that branch	Use Manage … listing instead
“Rightmove API returned error(s): PER_00075: …”	Rightmove hasn’t enabled COHO as a feed provider for your branch	Ask Rightmove to enable COHO for your branch, and check the Feed/Branch Id
“Rightmove API returned error(s): …”, “OnTheMarket API returned error(s): …”	The portal rejected the advert	Read the portal’s reason, fix the detail, then try again
“Authentication information is deleted”	The branch used by this listing was deleted	Add the credentials again, then create the listing again
“No authentication information. Set them up in Tenant Find settings”	No credentials for this portal	Connect a portal account
“Name needs to be unique”	Another set of credentials has that name	Use a different Name
“Branch already registered”	That Zoopla branch is already added	Use the existing branch
“You do not have permission to manage property marketing for this organisation”	Your role can’t change adverts or listings	Ask an admin for “Advertise rooms and publish to portals”
“You do not have permission to view property marketing for this organisation”	Your role can’t see adverts or listings	Ask an admin for “View adverts and portal listings”
“You do not have permission to manage integrations for this organisation”	Your role can’t change portal credentials	Ask an admin for “Connect and configure integrations”
“You need to provide additional property details to create a COHO profile.”	The property profile is incomplete	Click Add now and complete it