FAQs: AppFolio Billing Services

If you are a renter or an owner with a payment issue, please contact your property manager directly for assistance.

Charges that include "APPFOLIO" in the description can relate to a rent payment or an application fee initiated by a property manager or a billing charge for AppFolio Property Manager. If you do not recognize the charge, are not an AppFolio customer, did not pay your rent through an AppFolio Online Portal, or have not applied for a rental application recently, please follow up with your financial institution or credit card company to initiate a dispute.

Payments

How do I update my current payment method?

A person with the President user role can update the company's credit card or ACH information in AppFolio. Follow the instructions below:

At the top right of your database, click your name and select General Settings.
Under General Settings, click Update Billing Information.
Fill in your new billing information and click Submit.
A confirmation message will be displayed upon successful submission of your payment.

I'm currently locked out of my AppFolio Property Manager database. How do I get my account unlocked?

Please contact us

Invoices - General

When will I receive an invoice?

AppFolio utilizes electronic invoicing to reduce paper use, which allows for automated payments and uninterrupted service. Invoices are sent on the first business day of each month via email to the billing contact on file.

Who do I contact if I have a question on my invoice?

Please contact us and we’ll review and respond to your inquiry.

How can I get a breakdown of the units I am billed for?

Your active unit count can be found on the Dashboard page, which you land on when you log in to AppFolio. Your units are listed in the Portfolio Summary section on this page. Active units are listed in the "Units" column, and broken down by rented and available units. You can also use the Property Directory report to find your active unit count. The total active unit count is displayed at the bottom of the "Units" column on the report. If you need assistance with this report, feel free to submit a support request through the Help Center or email support@appfolio.com.

How are the units I am billed for determined?

The billable unit counts are reviewed and set on a monthly basis before invoicing for the Property Management product occurs.

When will I receive my first invoice?

For AppFolio Property Manager you will receive an invoice for your implementation fee within 5 days of contract signature. The recurring fee for AppFolio Property Manager will begin on the start date that was determined by you and your sales rep and is on your order form. This date is based on your planned implementation schedule.

For AppFolio Website you will receive your first invoice for the Website Set Up Fee and Monthly Recurring Fee the following month after your preview site is delivered.

Invoice Charge Details

How can I get a breakdown of screening charges?

Use the "Screening Usage" or "Rental Application" reports found under the Reporting tab in AppFolio. See Track Applicant Screening Usage in our Help Center for more information and instructions to use these reports.

How can I see a breakdown of the Owner/Vendor E-Check Detail on my invoice?

Your invoice shows the total number of eCheck payables processed in the previous month. To see the details of these payments, use the "eCheck Payment Detail" or "eCheck Usage Summary" report found under the Reporting tab in AppFolio. See Billing for eCheck Usage in our Help Center for more information and instructions to use these reports.

How can I see which units are currently enrolled in Liability to Landlord Insurance?

Use the "Liability to Landlord Insurance Coverage" and "Insurance Usage" found under the Reporting tab in AppFolio. Check out our Help Center for more information and instructions to use these reports.

How can I see a breakdown of the Premium Listing I was billed for?

Use the "Premium Listing Billing Detail" report found under the Reporting tab in AppFolio. See Billing for Premium Listing in our Help Center for more information and instructions to use this report.

Update Contact Information

How do I update my contact information for billing?

Please contact us and include the new and old contact information.

How do I update my physical address or my billing/mailing address?

Please contact us and include the new and old physical and billing addresses.

AppFolio Sites

AppFolio Sites are 100% integrated with AppFolio Property Manager so you can easily accept online payments, post and update vacancies with a few clicks and accept online maintenance requests that automatically create work orders.

How can I add an AppFolio Site?

If you're interested in adding a website or any additional products or services please submit a support request through the Help Center or email support@appfolio.com.

How do I cancel my AppFolio Site subscription?

If you wish to cancel your AppFolio Site subscription you can do so by sending a written request 15 days prior to the next monthly billing to websitechanges@appfolio.com. Please include the URL of the website you wish to cancel in the email.

Renewals

When will my subscription renew?

An appfolio subscription will renew annually at the date specified in the top left corner of the AppFolio invoice. This renewal date is determined by the subscription start date on the original order form.

How do I renew my subscription?

No action is required to renew a subscription. The subscription will automatically renew on the renewal date specified in the top left corner of the AppFolio Invoice.

What is my renewal term?

All AppFolio Property Manager subscriptions renew for 12 months.

Is there a fee to renew my subscription?

There is no renewal fee, the AppFolio subscription will automatically renew.

Service Contract

How can I cancel my service?

You may provide a notice of non-renewal to 70 Castilian Dr., Goleta, CA 93117 or by email at billing@appfolio.com, at least thirty (30) days prior to the expiration of the then-current term subscription (Annual Renewal Date).

Contact Us

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