Simplifile Customer Service — Expert Guide for Title, Lenders, and County Offices

Overview of Simplifile support model

Simplifile operates as a national e-recording network connecting title companies, lenders, and settlement agents to county recorder offices. Customer service is structured to support three primary customer groups: submitting filers (title/closing agents), institutional customers (banks and lenders), and public agencies (county recorders). Typical support activities include account onboarding, technical integration (API and batch upload), filing validation, and dispute resolution for rejections or delays.

Because the e-recording process involves 3rd-party county systems, Simplifile’s customer service focuses on two things: the submission pipeline (file integrity, formatting, and routing) and liaison work when county systems cause rejects or manual processing. Understanding this division clarifies what Simplifile can resolve immediately (file formatting and transmission) and what will require coordination with the recorder’s office (county-specific fees, indexing changes, or physical record requests).

Contact channels and response expectations

Simplifile’s primary public portal is https://www.simplifile.com where you can open support cases, access the Help Center, and review training resources. For registered customers, support is typically available via an online ticketing system, live phone support during business hours, and dedicated account managers for enterprise customers. Response expectations: immediate acknowledgement by phone or web chat for critical transmission outages; 1 business day for routine ticket triage; 2–5 business days for county-level escalations or complex integration work. These are industry-standard expectations — individual SLAs can vary by contract.

When you contact support, choose the channel that fits urgency: phone or live chat for blocked batch submissions or system outages; the ticketing portal for reproducible defects, metadata corrections, or requests requiring documentation. For ongoing, high-volume customers, ask your account manager for a named escalation path and a standing weekly review where open rejects and county issues are discussed and tracked.

Onboarding, pricing, and account management

Onboarding typically follows a staged plan: account setup and credentialing, environment and workflow configuration, test submissions to each target county, and go-live. Expect 2–8 weeks for standard onboarding depending on the number of counties and integration complexity. During onboarding, request a written test plan listing counties, test document types (deed, mortgage, satisfaction), expected county responses, and acceptance criteria.

Pricing models for e-recording generally include per-transaction fees plus any negotiated subscription or enterprise fees. Service fees commonly range from nominal per-document charges (for example, many providers charge transaction fees between $1 and $6 per recorded document) in addition to county recording fees which vary by jurisdiction. Large banks or title underwriters often negotiate volume discounts, monthly minimums, or flat-rate plans — ask your account manager for a written pricing schedule and any pass-through rules for county surcharges.

Troubleshooting common issues and how to submit an effective support ticket

Common rejects fall into three categories: file-level formatting (PDF not printable, missing bookmarking, or incorrect PDF/A), metadata/indexing errors (grantor/grantee fields, document type), and county-specific policy rejections (signature notarization, margin/formatting). Simplifile support will review the transmission and the recorder’s rejection message; if it’s a file or metadata issue, they will often return the file with a clear reject reason that you can correct and resubmit. If rejection is county policy, Simplifile will provide the recorder’s guidance and can escalate if there is a conflict between recorded policy and the filing standards.

• What to include in your ticket: filer account name and ID, Simplifile submission ID or tracking number, county name and recorder office, document type, original file name and a corrected version (if available), exact error/reject message, timestamp of transmission, and screenshots of any errors. Include a short sentence of impact (e.g., “closing delayed for 48 hours”) to prioritize.

To avoid back-and-forth, attach the entire submission packet when possible: the flattened or PDF/A document, supporting exhibits, and a cover sheet that mirrors the submission metadata. If you’re debugging an API integration, include the exact API call, headers, response payload, and sample GUIDs so engineering can replicate the issue immediately.

Best practices for faster resolution

Before contacting support, run a pre-flight checklist to remove common causes of rejects. Convert complex source documents to a single flattened PDF, ensure signatures and notarizations are visible, validate index fields against the recorder’s naming conventions, and confirm the file size and page limits. Many filers maintain a short internal checklist tied to their closing system — embed these checks into your workflow to reduce support tickets.

• Pre-flight checklist (high-impact items): 1) Use searchable, flattened PDF/PDF‑A where available; 2) Verify grantor/grantee exact spelling and punctuation; 3) Confirm county recording fees and page fees before submission; 4) Include a cover letter with any special indexing instructions; 5) Save logs and timestamps for batch submissions.

When issues persist, request a joint conference call with Simplifile support and the county recorder to remove ambiguity. For systemic problems (batch rejects, API timeouts), ask for a root-cause analysis (RCA) and a remediation timeline. Good providers will deliver an RCA with corrective steps and a target fix date for repeated issues.

Service levels, reporting, and security considerations

Ask for regular operational reporting: daily submission volumes, acceptance and reject rates by county, average time-to-acceptance, and a log of top rejection categories. These KPIs help you identify training needs, counties with idiosyncratic policies, or process gaps in your document production. For enterprise customers, request a monthly dashboard or CSV exports for internal compliance audits.

Security and auditability are central to recording systems. Simplifile and comparable providers encrypt data in transit and at rest and maintain detailed audit trails showing submission time, routing, acceptance or rejection messages, and checksum validation. Before signing, request the provider’s security whitepaper or compliance documentation (SOC reports, penetration test summaries) and confirm how long audit logs and documents are retained and how you can retrieve them for regulatory or title claims.

Escalation, compliance, and legal requests

Escalation starts with standard support, moves to a technical specialist or operations lead, and then to your account manager for contractual or persistent operational issues. For legal holds, indemnity claims, or records retrieval required for litigation, demand written confirmation of evidence preservation and an export of the complete submission record. Establish a documented SLA for legal hold responses when contracting — legal and compliance teams will want a guaranteed timeline for producing the transactional record.

If you foresee high-risk filings (foreclosure, bankruptcies, or government liens), notify Simplifile and the county in advance to understand any special handling requirements. For audits or regulatory examinations, compile a binder of submission IDs, acceptance receipts, and correspondence; having these items organized speeds up any dispute resolution and demonstrates control in audits.

Resources

Primary vendor site: https://www.simplifile.com — use this for official support portals, Help Center articles, product release notes, and training schedules. For county-specific recording rules and up-to-date fee schedules, always cross-check the target county recorder’s website; recording fees and format requirements change frequently and are the recorder’s authority.

Finally, treat your relationship with Simplifile as operationally strategic: invest in onboarding, create a small SLA and escalation appendix to your contract, and schedule quarterly reviews of rejects, fee changes, and system enhancements to keep filing velocity and compliance steady. These practical steps reduce friction and create measurable service improvements over time.

How to set up a simplifile account?

Simplifile. To sign up, select Get Started and fill out the form. A Simplifile representative will be in touch with you within one business day to help you setup e-recording. You may contact Simplifile directly by email at [email protected] or call 800-460-5657.

How do I contact Simplifile?

We’re here to help. If you encounter any issues with our service, have any questions, feature requests, or feedback for our support team, please give us a call at 800.460. 5657 or fill out the form and we will respond within one business day.

What is a simplifile fee?

A one-year subscription to the Simplifile eRecording service—which includes access to our friendly, knowledgeable support staff—is available for only $390the first year (and $340 per year thereafter), plus a per document submission fee of only $5.00, which can be passed through to your customers in most states.
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How does simplifile work?

Simplifile makes it easy to eRecord all of your deeds, mortgages, and other documents online. You don’t have to use the mail, leave the office, or stand in line at the county – saving you time and money.