Answer the most common questions agents ask about Kato, from account management and licences to training, billing, and troubleshooting, in one place.

If your question isn't answered here, reach out to help@kato.app or via livechat in your Kato account.

Q. Our company isn't on Kato yet. How do we set up an account?
A. Contact our Support Team, the fastest way is via livechat in your account, or email help@kato.app, or call 0203 772 8898. Someone will run through what you get with Kato Pro and the onboarding process.

Q. How do I get a Kato Pro licence if my company is already on Kato?
A. Contact you companies organisation admin who will be able to attribute or purchase a seat for you. Not sure who your admin is? Reach out to Kato support.

Q. How do I log in?
A. Go to os.agency.kato.app and enter your email and password. If your agency uses SSO, log in via your corporate SSO URL.

Q. Who can add or remove users in my agency?
A. Only organisation admins. Go to the three-dot menu (bottom left) → Organisation Settings → User Management, or visit settings.kato.app/users directly. Not sure who your admin is? Reach out to support.

Q. How can I see who currently has Kato Pro licences?
A. Organisation admins can view and download a full user list. Three-dot menu (bottom left) → Organisation Settings → Users tab → Pro Users at the top → Download if needed.

Q. How do I request more Pro licences?
A. From User Management, request additional licences. The Kato team will be in touch to action. Or contact your Customer Success manager directly.

Q. Can I see Society licences the same way?
A. Yes — Three-dot menu → Organisation Settings → Society tab → select the Society at the top → Download if needed.

Q. What happens when someone leaves the business?
A. Your organisation admin should deactivate their seat immediately via User Management. Their data stays with the agency; their personal access is removed.

Q. Can I use an account without Society or PRO access?

A. Even without society access, users can manage their Kato accounts, including handling disposals and requirements but they cannot publish them.

Marketplace Visibility: While your colleague can publish the disposals on your behalf, please note that you will not be able to view or interact with disposals in the group or marketplace until your account is granted the appropriate access.

Q. I've received two invoices — one from Kato and one from Agents Society. What's the difference?
A. Kato invoices are usually for your Pro access or bespoke work. Agents Society invoices relate to your Marketplace subscription (OAS, IAS, RLAS, WEAS, CAS, and Society Events). Kato isn't involved in Agents Society decision-making, we host, manage, and invoice on behalf of the Society.

Q. Where should I send Kato Pro remittance advice or proof of payment?
A. Send directly to our Billing Team billing@kato.app

Q. Where should I send Society remittance advice?
A. Directly to the Committee Treasurer. Find their details in Members → select your Society at the top → Committee tab → Treasurer.

Q. When does Society membership renew?
A. The Society billing cycle runs from 1st April to 31st March. Renewals are opt-in; if you don't opt in before the new cycle starts, your membership automatically terminates.

Q. What training does Kato offer?
A. Web-based training sessions included in your membership price:

Kato Pro: Disposal Marketing / Applicant Management / Viewings & Interest Schedules.
​Agents Society: Agents Society overview / Joint Agents Interest Schedules.

Q. When are the training sessions?
A. Kato Pro: Every Monday 3pm–4pm. Agents Society: Every Tuesday 10am–11am. Sessions are typically 30 minutes with time for Q&A.

Q. How do I book? A. Visit kato.app/book-training and pick your preferred date and time. Alternatively, you can review available training schedules directly in your Kato training hub - https://help.kato.app/en/

Q. How do I join a training session once booked? A. After registering, check your email for a calendar invite. Use the link in the invite to join the session on the specified platform (e.g., Google Meet). Please stay muted during the session to avoid disruptions, and participate in the Q&A at the end.

Q. Where else can I find guidance?
A. The help centre you're reading — browse by topic, or search for what you need. Plus livechat ("Help" button, bottom left of Kato) for real-time support.

Q. What's included in Kato Pro?
A. Kato Pro (AgencyOS) is the full agency CRM. Core modules: Disposals, Requirements (Enquiries / Acquisitions / Market Demand), Interest Schedules, Transactions, CRM, Campaigns, Viewings, Portal Feeds. Plus a range of add-ons, contact your Kato Customer Success manager for the full list.

Q. What's the difference between Kato Pro and Agents Society?
A. Kato Pro is your agency's internal platform — disposals, requirements, CRM, pipeline, reporting. Agents Society is the collaborative marketplace where agents across different firms match demand and supply. You can use Society without Pro, and Pro without Society — but the two work better together.

Q. What's Atlas?
A. Atlas is Kato's peer-validated real-time CRE transaction data platform, a searchable, filterable comparables library populated by participating agencies. Atlas is a separate subscription. See the Atlas FAQs for detail.

Q. Can I have a preview of Atlas?

A. We'd love to show you Atlas - the team will be in touch to arrange a demo!

Q. Is there a mobile app?
A. Yes — AgentsGo. Available on iOS and Android.

Q. Can I integrate Kato with my CRM / Salesforce / HubSpot / Dynamics?
A. Yes — Kato's Landlord API supports direct integration with Salesforce, HubSpot, and Dynamics 365 (£1,000/mo). Atlas offers optional API/file feeds. Contact your Customer Success manager.

Q. Does Alcium and agency pilot link to your system for us to use Atlas?

A. If you'd like to set up a feed from Alcium or Agency Pilot to Kato, please reach out to Alcium or Agency Pilot directly. In the meantime, there are still a couple of ways you can contribute your transaction data to Atlas Rankings without needing to re-enter everything manually.

You can submit data through Kato workflows or via spreadsheet upload. We also offer API integrations for external systems, and we’re hoping to support Agency Pilot in the future as well.

If helpful, I’d be happy to walk you through the available options and see what would work best for your setup.

How can I submit feedback or feature recommendations?

A. You can add recommendations to our feedback portal here, where you can stay updated on any progress. While we can’t guarantee it will be implemented, we carefully consider ideas based on our roadmap and company goals at the time.

Q. I can't log in — what do I do?
A. Try a password reset first. Check whether your agency uses SSO (you may need a different login URL). Ask your org admin whether your licence is active.

Q. I'm not receiving email notifications — what do I do?
A. Check your notification settings (Account settings → Notifications). Also check your email spam/junk folder. Try adding @kato.app to your safe sender list.

Q. A feature isn't working as expected. How do I report a bug?
A. Use livechat (Help button, bottom left) for fastest response. Include: what you were trying to do, what happened instead, the URL you were on, and any screenshots.

Q. I need to bulk import data into Kato — is that possible?
A. Yes, for contacts and some other data types via our onboarding team. For more complex imports, contact support.

Q. What should I do if I encounter an error message in Kato?

A. If you encounter an error in Kato, try the following troubleshooting steps before contacting Support:

If the issue persists, contact Support via live chat and include the error message and details of what you were trying to do. We can investigate whether it's a known issue or needs to be reported to our developers.

Q. What's the fastest way to get support?
A. Livechat — click Help in the bottom left of Kato. The support team is available during UK business hours.

Q. Other contact options?