Invoices are emailed on the 1st of each month for the upcoming month's service.

For example, on October 1st, you would receive the invoice for November’s service, providing you with a full month to make the payment.

You can also designate multiple email addresses to receive billing notifications for added convenience.

You can pay via bank draft or credit card at payment.apartmentlines.com. Setting up automatic monthly payments is quick and easy. If you prefer, checks can be mailed to:

P.O. Box 271227 Louisville, CO 80027

Extra calls? No.

Extra minutes? No.

Holidays? Still No.

Here’s the bottom line: The rate you receive at the beginning of the month is exactly what you will be charged, no matter how many calls our operators handle from your residents.

For most accounts, call volume is determined by the size of the community. While rare, if your community experiences an unusually high call volume, we will work with you to negotiate a new rate based on your normal usage.

You can cancel anytime within the first 30 days of service and request a full refund.

After 30 days, we simply require 30 day's written notice for cancellation.

Our regular business hours are 9 a.m. to 8 p.m. Central Time, Monday through Friday. You can reach us via email, fax, or phone during these hours.

We are closed on weekends and major holidays. However, for account-related emergencies outside of regular hours, you can still contact us by phone.

Yes.

Our basic package combines automated voice messaging with live operators for emergency calls. Residents can leave a voicemail for non-emergency situations or easily reach an operator if necessary.

This approach helps you efficiently serve residents while filtering out non-urgent calls, reducing unnecessary strain on your staff and minimizing overtime costs.

For more information about how calls are handled, see How It Works.

When you set up your answering service with Apartment Lines, you’ll have access to your account through our web portal at my.apartmentlines.com. There, you can view and update staff contact numbers, on-call rotations, and the instructions our operators follow when answering your calls.

The fastest and easiest way to update contact information is through our web portal at my.apartmentlines.com. You can also send updates via email, phone, or fax.

Yes. You can view call detail records for all calls handled through our system via our web portal.

These records include the date and time of the call, caller ID name and number, and the action taken by the caller (listened to the main greeting, transferred to voicemail, etc.).

Yes. Every time a resident speaks with an operator, the call is recorded, and all recordings are accessible via our web portal.

With our optional Daily operator report feature, you’ll receive a summary each morning detailing the previous night's emergency calls.

Residents call the after hours number for various reasons, and not all of them are emergencies.

1. If calls go straight to your maintenance technician, you're likely paying them to address non-emergencies, which could unnecessarily increase costs.
2. If calls go straight to your pager or cell phone, you’re spending your own time—potentially in the middle of the night—dealing with non-emergencies, which could cause frustration and disrupt your personal life.
3. In the case of a real emergency, live operators can quickly escalate the call by working through your contact list until they reach someone. This eliminates the risk of a single point of failure (like a dead cell phone) and ensures prompt response when every second counts, protecting your business.

Additionally, Apartment Lines can manage emergency calls during business hours when you’re on the property or tied up on another call.