A customer has to be connected with a SmartMLS agent in order to see the agent's personal information in their Homesnap app. If they are not connected properly, the customer will only have the standard version of Homesnap, rather than their agent's branded Homesnap app.
When an agent sends a customer a Homesnap invitation, the customer goes into a Pending status within Homesnap until the customer follows the link in the email and accepts the invitation. Once they do that and set up their account, that completes the connection and their status changes from Pending to Active.
After that the Homesnap app will show the connected agent's information when the customer views listings.