CoStar Customer Service: Expert Guide for Users and Administrators

Overview and official channels

CoStar Group (founded 1987; CEO Andrew C. Florance) operates a portfolio of commercial real-estate information services including CoStar, LoopNet and Apartments.com. Corporate headquarters are in Washington, D.C. (1331 L Street NW, Washington, DC 20005). For authoritative product documentation and account management you should use the vendor’s official sites: https://www.costargroup.com and the product customer portals accessible from costargroup.com.

Primary support is provided through tiered channels: an online support portal for ticketing and knowledge-base articles, telephone support for account and billing escalations, and dedicated account managers for enterprise clients. In practice this means most technical or data correction requests open via the portal, while urgent licensing or outage issues are routed through an assigned customer success manager or a priority phone line available to contract holders.

What to prepare before contacting support

Preparing concise, complete case information reduces resolution time dramatically. Assemble the following core items before opening a ticket or calling support: client account ID, subscriber username or email, timestamp(s) of the issue (include time zone), exact product name and module (e.g., CoStar COMPS, CoStar Suite, LoopNet Listing Manager), and reproducible steps or a screencap. If the problem is a data issue on a specific property, include the property address, MLS ID if available, and the data field(s) that are incorrect.

Also attach business impact details: how many users are affected, whether revenue or transaction flow is interrupted, and desired resolution timeframe. For enterprise SLAs, clarity about impact level (informational vs. critical) is used to assign priority. Typical internal best practice is to provide a numbered list of steps that reproduce the problem, sample data, and the expected vs. observed behavior.

• Essentials to include: account ID, product/module name, user email, exact timestamps, property address/ID (if relevant).
• Attachments: screenshots or screen recordings (MP4/MPG), export files (CSV/XLS), and network error logs if API or integration problems are suspected.
• Business impact statement: number of users affected, revenue or deadline impact, and acceptable resolution window (e.g., 4 hours for critical).

Common issue categories and troubleshooting

Login and access problems are the most frequent customer service contacts. Typical causes include expired or misconfigured SSO (SAML/Okta), password policy lockouts, or role-based permission changes. First-level troubleshooting should confirm the subscriber email, test with an incognito browser to rule out cache/cookie issues, and verify any active SSO provider logs. If SSO is used, coordinate with your internal identity provider team and provide support with assertion logs.

Data discrepancies (incorrect listings, missing comps, wrong square footage) require coordinated research. CoStar’s research team maintains editorial processes; file a data-correction ticket with exact evidence (public records, rent rolls, tax assessor page links) and allow 1–3 business days for confirmation and 3–10 business days for editorial updates depending on complexity. For API or integration failures, capture HTTP response codes, full request/response payloads, and the time window—these details reduce mean time to repair.

Billing, subscriptions, and contract issues

CoStar’s product pricing varies by module, market and contract type. Small brokerage or single-user subscriptions typically differ from enterprise licenses that include multiple modules and dedicated support. Contracts commonly include annual or multi-year terms; cancellation clauses and renewal windows are explicit in the master services agreement (MSA). Always store and reference the contract number and renewal date when raising billing disputes.

For billing problems, gather invoice numbers, the billing period, and the precise charge in dispute. Provide your billing contact and preferred resolution (refund, credit, corrected invoice). Enterprise clients with a named account manager can often obtain faster adjustments; standard support routes require submitting a billing ticket and permitting up to 7–10 business days for investigation and reconciliation.

Escalation path and account management

Effective escalation follows a clear chain: support portal ticket → assigned support engineer → customer success manager → commercial/account executive → legal/contracting for contractual disputes. Document each interaction (ticket number, agent name, timestamps) so the next-level contact can pick up the case immediately. For outage or service degradation, tag the ticket as “Critical” and state expected SLA (e.g., 4-hour response) if your contract grants priority handling.

Enterprise customers should insist on a quarterly business review (QBR) with their account team to review usage metrics, data quality KPIs, and upcoming product roadmaps. These sessions—typically scheduled every 3 months—prevent surprises at renewal and create a documented trail of agreed service improvements and timelines.

• Escalation checklist: ticket ID, assigned agent, timestamps, business impact, desired SLA, and where relevant, legal/contract reference number.
• Quarterly actions: request usage reports, data-correction logs, and a roadmap summary in writing; track promised fixes by date.

Practical templates and best practices for fast resolution

Use an opening ticket template to speed handling: 1) Subject: [Product] – [Short problem description] – [Account ID]; 2) Body: steps to reproduce (numbered), exact timestamps (ISO format recommended), attached evidence, and business impact statement. Example: “CoStar COMPS – Missing Sale for 123 Main St – Account 987654. Steps: 1) Search 123 Main St, 2) No sale listed for 01-15-2024. Attached: county deed PDF. Impact: prevents underwriting of pending acquisition closing 2025-09-10.”

Keep a single point of contact (SPOC) on your side who consolidates technical, data, and billing issues to avoid duplicate tickets and reduce resolution time. Track all open items in a shared spreadsheet with ticket IDs, assigned support contacts, priority, and target resolution dates. This disciplined approach typically reduces time-to-resolution by 30–60% compared with ad hoc submissions.

How do I email CoStar customer service?

[email protected]
Send us an email at [email protected].

How do I cancel my CoStar membership?

Typically, CoStar agreements require written notice of non-renewal at least sixty days prior to the end of the term. Notify CoStar in Writing: Send a formal written notice to CoStar stating your intention to cancel the subscription.

What is the phone number for CoStar Research?

888-226-7404
Discover how CoStar could help your business.
Contact us at 888-226-7404 or submit this form to request a demo.

How do I contact CoStar support?

800-613-1303
Support & Feedback
If you experience difficulty accessing or using content on our website, mobile application, or any other digital channel, please email us at [email protected] or call us at 800-613-1303.

Is CoStar a good company?

Ratings distribution
CoStar Group has an employee rating of 2.6 out of 5 stars, based on 2,767 company reviews on Glassdoor which indicates that most employees have an average working experience there. The CoStar Group employee rating is 31% below average for employers within the Real Estate industry (3.8 stars).

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