Support Centre
Help, Routed to the Right Team
Fifteen dedicated support pages across three sections — start here, choose your support type, or go straight to the resources. Every desk publishes its response time, and a 24/7 line covers genuine emergencies.
24/7 Emergency Line
Flooding, no heat, no water, fire-safety failure, electrical hazard or entrapment — answered live, day or night.
Start Here
How Can We Help?
I'm a Client
Owner and client account support.
I'm a Tenant / Resident
Repairs, rent, access and building questions.
I'm a Vendor
Work orders, compliance and invoicing.
Emergency Assistance
Urgent, after-hours and life-safety issues.
Billing & Payments
Invoices, statements and payment methods.
Account & Portal
Logins, access and technology help.
Documents & Forms
Requests, notices and downloadable forms.
General Support
Anything else — we'll route it correctly.
Search the Help Centre
What do you need help with?
Support Topics
Everything We Support
Support Centre Home
Start Here
Search the knowledge base, open a ticket, follow its progress, or reach the 24/7 emergency line.
View section →Help Centre
A single searchable starting point for residents, owners, boards, vendors and commercial clients. Find the answer, or find the person who owns it.
Self-serve, instantly
Open page →Submit a Request
Open a tracked ticket with the desk that owns your issue. Every submission is logged, timestamped, assigned an owner and returned to you with a reference ID.
Acknowledged same business day
Open page →Track My Request
Every request carries a reference ID in the format APL-YYMMDD-XXXXXX. Use it to see status, assigned desk, scheduled attendance and resolution notes.
Status updated in real time
Open page →Emergency Support
One number, answered live at any hour, with dispatch authority to send trades immediately. Use it for anything that threatens safety, habitability or the building envelope.
Immediate dispatch
Open page →Support By Type
Support By Type
Dedicated desks for every relationship we hold — clients, residents, vendors, finance, access and technology.
View section →Client Support
For owners, boards, investors and institutional clients: performance, reporting, budgets, capital planning and the commercial relationship with Aplis Global.
1 business day
Open page →Tenant & Occupant Support
For residents, commercial tenants and occupants: repairs, rent, leases, notices, parking, access and everything that touches daily life in the building.
Same business day
Open page →Vendor Support
For trades, suppliers and professional service firms: onboarding, compliance documentation, purchase orders, site protocols and payment.
3–5 business days
Open page →Billing & Payments
Rent, management fees, condo contributions, invoices, refunds and payment methods — with a clear route for disputes and reconciliation.
2 business days
Open page →Account & Access
Identity, permissions and physical access: portal accounts, multi-factor authentication, authorised contacts, keys, fobs and access-control programming.
1 business day
Open page →Portal & Technology Support
The systems behind the service: the client gateway, resident portal, vendor portal, Circl Insights™ reporting and the integrations that connect them.
1 business day
Open page →Resources
Resources
Answers, downloadable forms, issue reporting, formal complaints and direct routes to a person.
View section →FAQs
The questions we answer most, grouped by who is asking — residents, owners and boards, vendors, and commercial clients.
Answered instantly
Open page →Documents & Forms
The paperwork that keeps things moving — request forms, notices, authorisations, compliance templates and reporting packs, with where each one is issued.
Issued within 1 business day
Open page →Report an Issue
Defects, hazards, damage, conduct concerns and anything unsafe. Reports are logged, triaged by severity and, where you wish, submitted anonymously.
Triaged same business day
Open page →Feedback & Complaints
A formal, time-bound process for service complaints, plus an open channel for compliments and suggestions. Every complaint gets a written outcome.
Acknowledged in 2 business days
Open page →Contact Support
Every way to reach us in one place — phone, email, portal, consultation booking and offices across Canada and Europe, with the hours each channel is staffed.
Same business day
Open page →Hours & Channels
When We're Available
Office hours: Monday to Friday, 8:00 AM – 6:00 PM EST. Closed weekends and statutory holidays.
Emergency line: 24 hours a day, 365 days a year.
Europe: Local business hours in Portugal, Spain and Greece, with support in local languages.