DoorLoop Customer Service — expert guide for property managers

Executive overview

DoorLoop is a modern property-management SaaS used by thousands of small and mid-sized portfolios; the vendor emphasizes self-service resources plus live help for billing, integrations, and critical outages. For operational teams, the most important reality is this: successful support interactions are procedural. Submitting a clear ticket with identifiers (account ID, property ID, transaction IDs) reduces mean time to resolution (MTTR) from days to hours.

Below I describe the practical workflows, expected response times, metrics to track, and the precise artifacts you should attach when you contact DoorLoop support. Use the vendor’s canonical pages for contact and status: https://www.doorloop.com/support and https://www.doorloop.com/contact. Verify phone numbers and local office hours on those pages before calling—many SaaS vendors also post region-specific hours and emergency escalation lines there.

Support channels and expected response times

DoorLoop (like most property-management platforms) typically offers multiple channels: live chat, email/ticketing, phone support, and an online knowledge base. For operational planning assume these target response times as industry-typical SLAs: live chat — initial reply under 15 minutes (best for UI questions); email/ticket — first response within 4–24 hours depending on priority; phone — immediate to 1 hour during published business hours for account-level questions. For critical production outages define “P1” incidents with an initial acknowledgement target of under 60 minutes and continuous updates until resolution.

• Live chat: best for quick UI issues and confirmations. Expect ~0–30 minute responses during business hours; use for screenshots or short config checks.
• Email/ticket portal: best for reproducible bugs, billing disputes, or requests that require audit trails. Include full timestamps and any related transaction or ledger IDs. Expect 4–24 hour initial replies; escalations should be explicitly requested for P1/P2.
• Phone support: best for account/finance emergencies or when the account owner needs immediate verification. Check the support/contact page for current hours (many vendors operate 9:00–18:00 ET Monday–Friday or provide expanded hours for premium plans).

Use the status page (if provided) for incident updates — design an incident policy that routes outages to an internal Slack channel and creates a single ticket with the vendor, avoiding duplicated tickets that fragment handling and increase MTTR.

How to prepare a support ticket (what to include)

A high-quality ticket reduces back-and-forth and speeds resolution. Always open tickets from the account owner or a delegated admin. In the subject line succinctly state the problem (e.g., “Rent Payment processing failed — ACH returns code R03 — Property ID 12345”). Then include the following structured details in the body.

• Identifiers: Account email, Account ID, Property ID, Unit number, Tenant name, Transaction ID(s), and date/time (include timezone, e.g., “2025-08-15 14:22 UTC”).
• Reproduction steps: Exact clicks or API call used, browser and version (Chrome 115 on Windows 10), screenshots or short annotated video (under 60 seconds), and any console or API error responses (copy/paste HTTP status codes and JSON payloads).
• Expected vs actual: Describe the expected behavior and the observed behavior. Attach ledger CSV or export if the discrepancy relates to accounting. Estimate the business impact (e.g., “5 tenants missed rent posting on 2025-08-01; potential $6,500 cashflow impact”).

Attach logs and exports instead of pasting long tables into the message body. If the issue is billing or refund-related state the requested outcome (refund, credit, reversal) and reference your internal approval authority (e.g., accounting approver name and PO number). Clear business context speeds approvals and reduces cycles.

Onboarding, training, and premium support

DoorLoop and similar vendors offer tiered onboarding: self-serve knowledge base, scheduled webinars, and paid white-glove onboarding. Typical market rates for paid onboarding range from a one-time $199 implementation to premium packages of $1,500–$5,000 depending on data migration complexity and number of properties. If you manage 50+ units and require data migration (legacy accounting, tenant ledgers), budget at least $1,000 for a full-service onboarding that includes CSV clean-up and one-to-one training sessions.

Training cadence matters: schedule an initial 2–3 hour setup session for admins, followed by two 60–90 minute user workshops (operations and accounting teams). Request written outcomes: a checklist that includes bank account verification (for ACH), rent itemization rules, late fee schedules, and a rollback plan for the first 30 days. For teams with multi-OPS locations or >200 doors, negotiate premium SLAs (faster response times and account manager assignment) into the contract — these often cost an annual fee or higher monthly plan tier.

Service metrics, SLAs, refunds, and escalation best practices

Track these KPIs internally: first response time, mean time to resolution (MTTR), customer satisfaction (CSAT) score, and number of open tickets over time. Aim for first-response under 24 hours and MTTR under 72 hours for non-critical issues; for billing or tenant-facing outages your internal target should be MTTR under 24 hours. Industry CSAT benchmarks for SaaS support sit between 80%–95%; if your vendor consistently reports below 80% request a quarterly business review and corrective plan.

Refunds and credits: SaaS vendors typically issue prorated credits for service-level failings or adjust fees only when a confirmed vendor fault caused an outage. When requesting financial redress, attach quantifiable evidence of impact (ledger exports, tenant complaints, rework hours) and your requested remedy (e.g., “prorated credit of $325 for July 2025”). Escalate by asking for a named account manager or escalation engineer and request a defined timeline (e.g., “please assign and respond with escalation plan within 4 business hours”).

Practical closing recommendations

Before you call: confirm the contact details on https://www.doorloop.com/contact, collect the identifiers described above, and take one screenshot per step of the failure path. Log the time you opened the ticket and assign an internal owner who will consolidate follow-ups.

Finally, insist on measurable outcomes in any escalation: an assigned owner, a ticket ID, milestones with timestamps, and an agreed remediation (credit, configuration change, or bug fix) with a target resolution date. This disciplined approach turns customer service from an unpredictable expense into a predictable operational workflow.

How much does DoorLoop charge for transactions?

Tenants pay 3.25% for all credit card, debit card, Apple Pay, and Google Pay transactions. For ACH / Bank Transfer / e-Check fees, these are based on your subscription tier. Premium subscription tenants pay $0 in ACH fees. Pro subscription tenants pay $0.99 in ACH/e-check fees.

How do I contact DoorLoop customer service?

Call Us

1. Toll-Free. +1-888-607-3667.
2. USA. +1-786-373-5842.
3. UK. +44-20-3966-4423.
4. ISR. +972-3-763-0392.

How do I speak to a customer service rep?

7 Tips for Getting Better Customer Service

1. 7 AM is the Best Time to Call. The best time of day to call customer service is in the morning.
2. Wednesdays and Thursdays are the Best Days to Call.
3. Talk to a Real Person.
4. Come Prepared.
5. Be Polite.
6. Use the Power of Empathy.
7. Ask for the same agent.
8. Ask for a Manager (If You Must)

How long does DoorLoop take to process payments?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview DoorLoop typically processes online rent payments in 3-4 business days, with funds usually being deposited into your account within that timeframe, according to DoorLoop’s RapidRent feature and their help center. The exact time can vary based on whether the payment is made via credit card or ACH (Automated Clearing House), and if the payment was made before or after 2 pm on a business day.  Here’s a more detailed breakdown:

• ACH Payments: Payments made via ACH typically take 3-4 business days to process and deposit into your account, according to DoorLoop’s RapidRent. 
• Credit Card Payments: DoorLoop’s help center indicates that the processing time for credit card payments can also be around 3-4 business days. 
• Cutoff Time: If a tenant makes an online payment before 2 pm on a business day, DoorLoop generally processes it that day. Payments made after the cutoff time are processed the next business day. 
• Stripe’s Role: DoorLoop uses Stripe as a payment processor. Stripe handles the actual payment processing, which is why there’s a processing time before the funds are deposited into your account, according to DoorLoop. 
• ePay Funding Cycle: DoorLoop has an ePay Funding Cycle, which outlines how long it takes to receive funds for online payments. This cycle is T+3, meaning you’ll receive funds in your account 3 business days after the payment date. 
• Reviewing Deposits: You can check on the status of your online payments and bank deposits in DoorLoop’s ePay Transactions report. 

AI responses may include mistakes. Learn moreRapidRent | Rent Collection Software For Landlords – DoorLoopWill I need to give my tenants my bank account details? No. You do not need to share your banking information with your tenants. Y…DoorLoopThe ePay Funding Cycle for Online Tenant Payments (US) | DoorLoop Help CenterDoorLoop Help Center(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

Where is DoorLoop located?

It was founded in 2017 and is based in North Hollywood, California. TenantFile is a company that specializes in property management software, operating within the real estate tech industry.

How do I contact super loop customer care?

Toll Free Numbers:

Suggested Uses	Dialled number
Superloop Customer Care	1800 57 87 37
1800 RESPECT: National Sexual Assault, Family & Domestic Violence Counselling Line	1800 737 732
Beyond Blue	1300 224 636
Directory assistance (disabled access)	12 551