Something is wrong with my account. Who do I contact?

A fire, a gas smell, a flood, a medical emergency, or anything else that is dangerous right now: call your local emergency number. Then tell your association.

Is it urgent but not dangerous? Water coming through a ceiling, an elevator stuck, a security door that will not lock. Call your association's or management company's emergency or after-hours line. The number is usually on your statement and on any notice you have received.

A message sent through a portal is not an emergency channel. It may not be read until the next working day.

Most problems belong to your association. A few belong to Roam. Sending it to the wrong one costs you days, so this page is a decision guide rather than a contact form.

Is the problem about money, a rule, a decision, or your records? → Your association or management company. They hold the record and they make the decision. Roam cannot change any of it.

Is the problem that the software will not do what it should? → Roam, reported through your manager. A page that will not load, a payment that failed with an error, a document that will not open, a portal invitation that never arrives after your association has confirmed your email address.

Not sure? Start with your association. They can reach us, and they can see whether the record or the software is at fault. They cannot do that in reverse.

What is happening	Who
The balance looks wrong	Association
A fee or fine you disagree with	Association
A rule you want explained, or applied differently	Association
A violation notice you want to dispute	Association
Your name, address or ownership is recorded wrongly	Association
You are getting notices for a home you have sold	Association
You are getting notices addressed to someone else	Association
A repair, a shared area, a neighbour	Association
No portal invitation, and your email address is confirmed correct	Roam, via your manager
The portal will not load or shows an error	Roam, via your manager
A payment failed with an error message	Roam, via your manager
A document in the portal will not open or download	Roam, via your manager
A payment left your bank and has not appeared after a week	Association first
You think an email claiming to be Roam is fake	See below

Roam is the software your association and its management company use. We are not your association. We hold their records on their behalf, and we do not have the authority to change what you owe, waive a charge, decide whether a rule was broken, or overrule a board.

If we did any of those things we would be making decisions for a community we are not part of, on behalf of people who did not elect us. So when the answer here is "your association", it is not a deflection — it is the only place the decision can actually be made.

You will get an answer faster with:

• Your property address — associations index by property, not by name
• Your association's name, if you know it
• What you were doing and what happened, in that order
• The exact wording of any error, or a screenshot
• When it happened, roughly

If a payment is involved, include the amount, the date you sent it, and how you sent it.

Do not include your full card number, your bank login, or a password. Nobody who is genuinely helping you will need any of them.

There is no universal answer — response times are set by your management company, not by Roam, and they vary. As a rough guide, if you have had no acknowledgement at all after five working days, it is reasonable to follow up, and to ask for the request to be logged with a reference.

Two things that shorten the wait: ask a single specific question rather than several, and reply on the same email thread rather than starting a new one.

Do not use the contact details in the message. Read I got an email from Roam. Is it real? and forward the message to your management company.

If you have already entered a password after clicking a link, change that password everywhere you use it, starting with your email. If it was your Roam portal password, call your association or management company. If you have already sent money, contact your bank first — speed matters more than anything else at that point — and then your manager.

Roam cannot make them respond, and we will not act on your behalf against our customer. But you are not out of options.

• Put it in writing and ask for it to be logged. A written request with a date is the thing that later shows a pattern; a phone call is not.
• Ask what the escalation process is. Most management companies have one, and asking for it in writing usually starts it.
• Read your governing documents. They set out how an owner raises something formally, who the officers are, and how to reach the board directly. Many associations also have a documented procedure for requesting records.
• Raise it at an open meeting, if your association holds them.

Roam cannot tell you which of these applies to your association, because your association's process is set by your association's documents, not by the software.

You have the same routes as any other owner for anything about your own home. For association business — a report you cannot produce, an owner record that looks wrong, a permission you think you should have — go to your community manager first. They can reach Roam support directly, and a board member's question routed through the manager keeps one record of what was asked and what changed.