Propertyware Knowledge Base :: How do I submit a question to Propertyware Support?

Search the Knowledgebase

Browse by Category

Knowledgebase Home > Getting Started

How do I submit a question to Propertyware Support?

When you have a question about Propertyware, try searching our Knowledgebase, Training Videos and Discussion Forum, which contain answers to hundreds of common questions about the application. These options are available by clicking the Support link at the top of any screen in Propertyware. However, if you are unable to get your question answered there, we recommend that you submit a question from our support portal. Using this feature ensures that your question will be routed to the appropriate support representative, which means your question will be resolved more quickly. In addition, a case number will be assigned to your question, which will make it easier to track progress on your question.

To Submit A Question

Either click on the link immediately above, or follow these steps:

Click the Support link at the top of any page in Propertyware.
Click the Create Case link in the My Cases area toward the top right side of the screen.
Fill out the Submit a Question form with as much detail as possible.
Click the Send It button.

You will receive a confirmation email with your case number, and our support team will be able to begin investigating your question immediately. One of our support team members will contact you after reviewing and investigating your question. You should hear from us within 24 hours, often times in a few hours.

Tips on Submitting a Question:

Provide as much detail as possible! The more detail you can provide us, the easier it is for us to help you. There are many ways to do things in Propertyware, so specifying the steps you took can help us resolve your problem much more quickly. Below are a few examples:

Unhelpful description	Helpful description!
Mail merge isn’t working	Went to the Leases tab and selected the Jones lease. Clicked the Mail Merge button, and chose the Late Fee Notice template. Set the date range to 5/1/07 – 5/31/07 and ran the mail merge. Mail merge document didn’t include May rent charge as I expected.
Numbers in reports are wrong	I ran the Rent Roll Report on the Trump portfolio, but the Vacancy Loss field was blank for most of my Units. Why is this field blank?
I can’t delete a building	I went to the Properties tab and selected 442 Main Street I clicked the Delete button An error appeared that say “You must terminate Leases before deleting this property.” However, I don’t see any leases attached.

Granting Temporary Support Access:

If you are submitting a case that is specific to data in your account, then chances are pretty good that someone from Propertyware will need to log into your account to investigate the problem. To save time and get your problem resolved more quickly, check the "grant support access" box when submitting your case.