How to find and use the AppFolio customer service number — expert guide

AppFolio is a widely used property management and real estate software platform. Because its customers include residential and commercial property managers, investors, and community associations, timely customer service is critical. This guide explains how to locate the correct AppFolio support phone number, when phone support is appropriate versus other channels, what information to have ready to speed resolution, and how to escalate or document issues so they are handled efficiently.

Where to locate the official AppFolio customer service phone number

AppFolio’s official contact points are published on its corporate site and inside the product itself. The most reliable single source for current phone numbers, hours, and department routing is AppFolio’s Contact page at https://www.appfolio.com — use the “Contact” or “Support” links on that site. For customers already signed into AppFolio, the in-product Help menu commonly displays the correct support number and opens a direct support ticket or chat.

Why use those official sources? Phone numbers and departmental routing change over time; numbers displayed inside the application are guaranteed to route you to the correct team for your product (Property Manager, Investment Manager, or HOA). If you are a prospective customer, the corporate Sales contact information on appfolio.com is the right entry point. If you are an existing subscription customer, use the in-app support link first to ensure account-based routing and prioritization.

Which phone number to use and when

AppFolio typically separates contacts by need: Sales (new accounts, pricing and demos), Technical Support (product errors, logins, integrations), Billing (invoices, payment methods), and Onboarding/Training (implementation help). Choose the phone route based on the category to reduce hold time and improve first-call resolution. If your issue is time-sensitive (payment failure, tenant lockout, production outage), phone contact is recommended; for non-urgent configuration questions, an in-app ticket or knowledge-base article often provides a faster resolution.

If you cannot find a direct number, open a support request from within the product: requests are automatically associated with your account and group, which speeds verification and troubleshooting. Note the expected response patterns: phone support will typically provide immediate acknowledgment, while email/ticket responses are usually answered within business hours—commonly within 24–48 hours for non-critical issues.

What to prepare before you call AppFolio support

Preparing the right information reduces average handle time and increases the odds of a single-call fix. Assemble these items before dialing: your company/account name as registered in AppFolio; the exact email address used to log in; the role or permission level you have; the URL of the AppFolio subdomain involved (for example, yourcompany.appfolio.com); and timestamps (with time zone) when the problem occurred.

Also gather technical context: browser and version (Chrome, Firefox, Safari), operating system, screenshots or screen recordings of the error, the exact error text or code, and any relevant tenant/unit/account numbers. For API or integration issues, include request/response logs, API keys masked except for the key ID, and the integration partner name. This level of detail enables support engineers to reproduce the issue quickly and escalate internally if needed.

• Account identifiers: company name, AppFolio subdomain, user email
• Technical info: browser/OS, timestamp with time zone, screenshots, error codes
• Business impact: number of users/transactions affected, revenue or operations at risk

Escalation paths, SLAs, and documenting interactions

Understand the escalation process: most software vendors maintain first-line support, then a technical or engineering tier for deeper issues, and an account management or customer success layer for contractual or strategy matters. When you call, ask for the support ticket number and the expected next update time. If you must escalate, request the name and title of the person taking ownership and a target response window (for example, “major-impact issue: update within 4 business hours”).

Document all calls: record the ticket number, the representative’s name, the summary of troubleshooting steps taken, and any promised timelines. If an SLA or escalation promise is missed, having dated records accelerates resolution with account managers or executive sponsors. For recurring or systemic problems, request that the issue be added to a product improvement or bug-tracking item so it is visible to product management.

Alternative channels, hours, pricing impacts and security considerations

Beyond phone support, AppFolio offers in-app chat/ticketing, a searchable knowledge base, training resources, and community forums which are valuable for non-urgent questions. Training and onboarding services are often offered as structured packages — many vendors provide options ranging from self-paced resources to paid implementation assistance. Confirm whether your current subscription includes standard support or if premium training/consulting is billable.

Security and verification matter: when calling about account changes or payments, support may require multi-factor authentication or verification of authorized contacts. Never share full API keys, passwords, or full credit-card numbers over the phone; provide only the last four digits of payment instruments if required for verification. If you suspect unauthorized access, request immediate account lockdown and an incident review.

Final practical tips

Plan calls during business hours for fastest service and use the in-app route for account-specific requests. Keep records of ticket numbers and promised timelines. If you’re evaluating AppFolio as a new customer, use the Sales contact on appfolio.com to schedule a demo and ask for an onboarding timeline and detailed pricing quote relevant to your portfolio size.

For live links and the most current phone numbers, start at the official site: https://www.appfolio.com. For product-specific help once logged in, use the Help or Support menu inside your AppFolio workspace — that is the authoritative route to reach the correct customer service team for your account.