Support & Contact

1.Get help

Whether you manage a single building or a portfolio of thousands of units across multiple tenant workspaces, our support team is here to help landlords, property managers, on-site staff, and residents get the most out of ModMage. The fastest way to reach a human is by email at support@modmage.io. We read every message and route it to the right specialist.

You can also reach us without leaving the product:

• In-app help. Select the “Help” menu in the web app at https://app.modmage.io or tap the help icon in the iOS and Android apps to start a conversation or search our guides.
• Help center. Browse step-by-step articles on onboarding, rent collection, maintenance tickets, leases, owner statements, and team permissions at help.modmage.io.

To help us resolve your issue on the first reply, please include the name of your workspace (or its URL), the role you are signed in as, the exact steps to reproduce the problem, what you expected to happen, and what happened instead. Screenshots, the affected unit or lease reference, and approximate timestamps speed things up considerably. Never send passwords, full payment card numbers, or other secrets in a support message — our team will never ask for them.

2.Response times

We aim to acknowledge every request quickly and keep you updated until it is resolved. Target response times depend on your subscription plan and the severity of the issue. The times below are goals during normal operation, measured from when we receive your message, and are not a contractual service-level guarantee unless stated in a separate agreement.

Growth customers receive priority handling so time-sensitive issues — such as a failed rent run or a resident unable to submit a maintenance request — move to the front of the queue. Enterprise customers get round-the-clock coverage, a named Customer Success Manager who knows your portfolio, and agreed-upon severity definitions and escalation paths documented in your order form.

3.Mobile app support

The ModMage apps for iOS and Android let managers and residents handle rent, maintenance, messages, and documents on the go. If something is not working on mobile, email support@modmage.io and include the following so we can reproduce the problem quickly:

• The app version, found under Settings → About in the app.
• Your device model (for example, iPhone 15 or Pixel 8) and the operating system version you are running.
• Whether you are on cellular data or Wi-Fi, and the workspace and role you were signed in as when the issue occurred.

We support the current and two most recent major versions of iOS and of Android. Running the latest release resolves most issues, so please update first: on iOS, open the App Store, search for ModMage, and tap Update; on Android, open Google Play, find ModMage (package io.modmage.app), and tap Update. Enabling automatic updates keeps you on the most secure and stable build.

When the app crashes, anonymized diagnostic and crash reports help our engineers find and fix the root cause faster. You can learn what diagnostic data we collect and how we handle it in our Privacy Policy.

4.Billing and account

For questions about invoices, payment methods, plan changes, taxes, or receipts, email our billing team at billing@modmage.io. Including your workspace name and the relevant invoice number helps us answer faster.

You can manage most billing tasks yourself from the product:

• Subscription and plan. Workspace owners and admins can view the current plan, change tiers, and update seat counts under Settings → Billing in the web app.
• Invoices and receipts. Download past invoices and payment receipts from the same Billing area for your accounting records.
• Payment methods. Add or replace a card or bank account on file; we never store full card numbers on our own servers.
• Cancellation. You can cancel your subscription from Settings → Billing. Cancellation stops future renewals; your plan stays active until the end of the current billing period.

Billing, renewal, and refund terms are described in our Terms of Service. If you want to permanently close your account and remove your data after cancelling, see Account Deletion.

5.Privacy and data requests

We take the privacy of property managers and residents seriously. Direct privacy questions and data-subject requests — including access, correction, portability, and deletion — to privacy@modmage.io. So we can verify your identity and locate your records, please tell us the workspace involved and the email address associated with your account.

If you are a resident or tenant, note that the property manager or landlord who invited you to ModMage is generally the controller of your personal data, and we act as their processor; we may route certain requests to them. Full details on the categories of data we collect, how we use it, and your rights are in our Privacy Policy. To erase your personal account and associated data, follow the steps in Account Deletion.

6.Security reports

We welcome reports from security researchers and customers who believe they have found a vulnerability. Please email security@modmage.io with a clear description, the steps to reproduce, the affected URL or endpoint, and any proof-of-concept details. Give us a reasonable amount of time to investigate and remediate before any public disclosure, and avoid accessing, modifying, or deleting data that is not your own.

We acknowledge valid reports, keep you updated on remediation, and credit researchers who follow responsible disclosure. To learn more about our infrastructure controls, encryption, and compliance posture, visit our Security page.

7.System status

You can check the real-time availability of ModMage — the web app, mobile APIs, payments, and email and push notifications — and read our incident history at status.modmage.io.

During an incident we post regular updates on the status page until the issue is fully resolved, followed by a post-incident summary for significant events. We recommend subscribing to status notifications so you hear about scheduled maintenance and service disruptions before you notice them yourself. If the product is unreachable but the status page shows all systems operational, contact support@modmage.io so we can investigate an issue that may be specific to your workspace or network.

8.Sales and demos

Considering ModMage for your portfolio? We are happy to walk you through how multi-tenant workspaces, rent collection, maintenance workflows, owner reporting, and team permissions fit your operation.

• Start a free trial. Create a workspace at https://app.modmage.io and explore the product with no credit card required.
• Book a demo. Request a guided walkthrough and pricing for larger portfolios by emailing support@modmage.io with “Demo request” in the subject line, or visit modmage.io to schedule a call.
• Enterprise and migrations. Tell us about your unit count and current tools, and our team will scope onboarding, data migration, and a dedicated Customer Success Manager.

9.Contact details

Here are the primary ways to reach ModMage, Inc.. For the fastest help with the product or your account, email our support team; for billing, privacy, and security matters, use the dedicated mailboxes listed in the sections above.