Contact Avalara
This article applies to:AvaTax
How to reach general Avalara Support
- Submit a case by logging in to your account page. Otherwise, use the case submission form.
- For VAT products, please use this case submission form.
- Call 1-877-780-4848 (from Canada: 206-826-4900).
- Start a chat with Avalara Support.
How to reach Avalara Support for these products and services
| Product or service | Online or email contact | Phone contact | Support hours |
|---|---|---|---|
| Avalara for Beverage Alcohol | bevalc@avalara.com | 805-239-4502 | M-F 8:00 AM – 5:00 PM PST |
| AvaTax for Communications | Please use the case submission form on the Help Center | Support hours for Communications are 8:00 AM - 5:00 PM EST | |
| AvaTax Returns for Communications | Please use the case submission form on the Help Center | Support hours for Communications are 8:00 AM - 5:00 PM EST | |
| Excise | Contact Excise | ||
| MatrixMaster | Contact your Client Manager | ||
|
MyLodge 6465 Greenwood Plaza Blvd. |
MyLodgeTaxSupport@avalara.com | (877) 589-0207 (303) 220-0183 Fax: (303) 220-0185 |
|
| VAT Expert, Reporting, Engine, and AWS hosted solutions | Submit a case | +44 (0) 1273 022450 (English speaking) | 9:00 AM to 5:30 PM GMT, Monday - Friday |
| Development on Avalara | Visit developer.avalara.com for documentation pertaining to the API, software development kits, and general information. | ||
| Sales Partners |
|
Support hours - U.S.
| Support plan | Standard (included) | Standard Support Plus | Business | Enterprise |
|---|---|---|---|---|
| Support Hours (Pacific Time) | 5:00 AM - 5:00 PM Mon - Fri PST | 5:00 AM - 9:00 PM Mon - Fri PST | 24 hours, 7 days per week | 24 hours, 7 days per week |
| Response Times / Priority Routing* (for non-implementation support) | 24 Hours | 8 Hours | 4 Hours | 1 Hour |
| Critical Support (System Down) | 1 Hour | 1 Hour | 1 Hour | 1 Hour |
* Within support hour time frames
Support hours - VAT Products
| Support plan | Standard (included) | Standard Support Plus | Business | Enterprise |
|---|---|---|---|---|
| Support Hours (Pacific Time) | 9:00 AM to 5:30 PM GMT, Monday - Friday | 9:00 AM to 5:30 PM GMT, Monday - Friday | 24 hours, 7 days per week | 24 hours, 7 days per week |
| Response Times / Priority Routing* (for non-implementation support) | 24 Hours | 8 Hours | 4 Hours | 1 Hour |
| Critical Support (System Down) | 1 Hour | 1 Hour | 1 Hour | 1 Hour |
* Within support hour time frames
How to reach other Avalara departments
| Department | How to reach them | How they can help you |
|---|---|---|
| Account Manager | See who your Account Manager is in AvaTax | They're here to help you as the main point of contact for your Avalara relationship and services. |
| Treasury | Send requests or other correspondence for Treasury through Avalara Support. Please submit a case. | Treasury handles funding for the remittance of tax liability to the tax jurisdictions for your Managed Returns filing. |
| Accounts Payable Accounts Receivable |
Email: accountspayable@avalara.com
|
Avalara Support answers most accounts payable/accounts receivable questions. If they can't answer your question, they'll create a case for you and send it to an Accounts Payable/Receivable specialist. |
| Professional Services | Learn more about Professional Services, including how to contact them, on the Professional Services page. | Changing nexus rules. Registration requirements. Tax amnesty. For some tax issues, you want a professional in your corner. Our sales tax experts are ready to help you understand your options and determine a course. |
| Sales | Use this contact form or call (877) 780-4848, extension #3. | If you're already a customer, contact your Account Manager. If you want to become an Avalara customer, contact our sales team. |
| Avalara Licensing | Details here: What is the Avalara Licensing service for businesses? | Learn more about Avalara Licensing. |