TownSq Customer Service: Expert Guide for Community Managers

Overview of TownSq support expectations

TownSq is commonly used by homeowners associations (HOAs), property managers, and resident leaders to centralize communications, payments, amenity reservations, and work orders. Effective customer service for TownSq means supporting residents across mobile (iOS/Android) and web clients, ensuring payment and maintenance workflows remain uninterrupted, and preserving trust when incidents occur. As a rule of thumb, community-facing support teams should aim for measurable SLAs and a documented escalation path that ties technical incidents to business outcomes (e.g., locked gates, failed payment runs).

This guide approaches TownSq customer service as a managed process. It covers immediate triage (login and payments), deeper technical troubleshooting (API integrations, SSO), onboarding and training, billing and security practices, and the metrics you must track. The recommendations below are operational targets—examples include an initial response within 2 business hours for critical outages, next-action within 24 hours for routine tickets, and a resolution window of 3–10 business days for complex data-migration issues.

Support channels, hours, and Service-Level Agreements (SLAs)

Define and publish clear channels: phone for P1 emergencies, email/ticket system for standard requests, and in-app messaging for routine questions. Recommended hours for community-facing telephone support are Monday–Friday, 08:00–18:00 local time, with 24/7 on-call rotation for P1 incidents (gate failures, mass payment failures). Example contact formats you can adopt: Support phone (example): 1-800-555-0123; support email: [email protected]; in-app link: https://community.example.org/support. Make sure these are visible on the community website and in the TownSq “Help” tile.

Use a three-tier SLA model: P1 (system down or financial pipeline blocked): initial response <2 hours, workaround or rollback action within 4–8 hours; P2 (feature broken for many users, e.g., amenity reservation failing): response <8–12 hours, resolution within 24–72 hours; P3 (single-user issue or training request): response <24 hours, resolution within 3–10 business days. Put these SLAs into your contracts and onboarding materials so boards and residents have transparent expectations.

Common issues and step-by-step troubleshooting

Most incoming tickets fall into a short list of categories: login/SSO failures, payment processing errors, duplicate or missing resident profiles, amenity scheduling conflicts, and mobile push-notification problems. Prepare concise KB articles that residents and staff can follow; short decision trees reduce repeat tickets and phone volume. For example, password reset flows should have three steps: trigger reset from app, confirm email delivery (check spam within 5 minutes), and perform guided reset with 2FA if enabled.

• Practical troubleshooting checklist (for Tier 1 agents): 1) Verify user identity and community code; 2) Check account status in TownSq admin console (active/blocked); 3) Reproduce the issue on desktop and mobile using a debug account; 4) Inspect payment gateway logs (last 10 transactions) and retry failed ACH/card tokenization; 5) Escalate to Tier 2 if API error codes 401/403/500 persist or if a scheduled job (batch payment) failed within the last 24 hours.
• When escalating, include: resident name, account ID, timestamp (ISO 8601), device type and OS (e.g., iPhone 13, iOS 17.4), browser and version, screenshots, and any relevant transaction or work-order IDs. This reduces back-and-forth and shortens mean time to resolution (MTTR).

Onboarding, training, and knowledge base

Structured onboarding reduces support volume by 30–60% in the first 90 days. Create role-based curricula (board members, property managers, residents) that include 45–60 minute live webinars, short 3–5 minute video walkthroughs, and 8–10 step printable quick-start guides. Schedule follow-up check-ins at 7, 30, and 90 days to address recurring pain points—track attendance and correlate with support ticket counts to measure effectiveness.

Maintain a searchable knowledge base with tags for “payments,” “amenities,” “maintenance,” “mobile,” and “admin console.” Each KB article should show expected time-to-fix (e.g., “Password reset — self-service, <10 minutes”), required permissions (which admin role can perform this), and one-click links in the article to open a support ticket or start screen-sharing sessions. For complex migrations—data imports from another AMS—provide a 30–60 day onboarding plan, sample CSV templates, a mapping worksheet, and a rollback plan.

Billing, security, and compliance considerations

Payments and resident financial data are high-impact areas. Define where payment tokens are stored, which gateway your community uses (e.g., Stripe, PaySimple, Dwolla), and whether TownSq is processing or redirecting payments. Recommend reconciliation cadence: daily automated reconciliation, monthly GL tie-out, and quarterly fee audits. If you charge convenience fees, publish the exact fee schedule (e.g., 2.9% + $0.30 per card transaction) and the effective date in billing communications.

Security practices should include role-based access control in TownSq, two-factor authentication for managers, quarterly permission reviews, and a documented data-retention and deletion policy. Maintain an incident response plan that specifies notification timelines to residents and boards (e.g., notify within 72 hours for confirmed data breaches) and test the plan annually with tabletop exercises.

Measuring support success and escalation path

Track a compact set of KPIs: First Response Time (target <4 hours), Mean Time to Resolve (target <48 hours for P1–P2 combined), CSAT (aim for 4.3+ out of 5), and Net Promoter Score (NPS) for residents (target +30 or higher in mature communities). Monitor ticket volume by category, resolution by agent, and time-of-day patterns to staff effectively. Use weekly dashboards and monthly executive summaries for boards showing trends, open escalations, and a prioritized list of product requests.

• Escalation ladder to publish internally: Tier 1 (Frontline Support, SLAs above), Tier 2 (Technical/Integrations team, includes API and gateway engineers), Tier 3 (Vendor or TownSq platform support with a designated account rep). Each step should include contact method, expected response time, and documented handoff notes including ticket ID and previous steps taken.

How do you send a message on TownSq?

Once completed hit create and your announcement has successfully been. Created. You’re then taken to the recent announcement screen where you can pin the announcement to the top if it’s. Important.

How to get in contact with HOA?

If you are looking for ways to contact your board, we recommend that you ask a neighbor or check your community website or social media. For new home buyers, consult with your realtor to obtain HOA contact info and governing documents.

What is the phone number for associa town square?

For TownSq Customer Service, please call (844) 281-1728 or email [email protected].

How do I contact TownSq support?

844-281-1728
Can you email or call our support team at [email protected] or 844-281-1728.

How do I add another account to TownSq?

When the homeowner logs in to TownSq, on the main feed screen they will click on their profile. 2. Once the profile drop down pops up they will need to click on Accounts. This job aid is designed to help you assist homeowners who have multiple accounts or units to link them in TownSq.

How do I pay my balance on TownSq?

Log into TownSq at https://app.townsq.io/login.

1. Click your name in the upper right-hand corner, then select Accounts.
2. Click Make a payment to choose from options like One-time payment, Manage autopay, and Manage payment methods.