If you need help with your Avalara subscription, the contact method depends on which product you use and your support plan. Most customers open support cases through the Avalara Global Support Portal, but some subscriptions use dedicated email addresses or product-specific portals.
Quick answer
- Sign in to Avalara Global Support and select Cases > Open a case to submit a support request for most subscriptions.
- Some products, including 1099 & W-9, Beverage Alcohol, License Filing, and MyLodgeTax, use dedicated email addresses instead of the portal.
- Your support plan determines whether you can also access live chat or phone support in addition to case submission.
- Only verified Avalara customers and partners can register for Global Support Portal access.
Sign in to Avalara Global Support
For most Avalara subscriptions, you contact support by signing in to the Avalara Global Support Portal and opening a case.
- Go to Avalara Global Support.
- Select Sign in.
- Enter your Avalara account credentials.
If you can sign in successfully, you can open a case, view your open and closed cases from the past 180 days, and access product documentation and troubleshooting guides.
If you cannot sign in, select Register on the sign-in page to request access. Only verified Avalara customers and partners can complete registration. Fill out the registration form and select Submit. If you register successfully, Avalara sends you an email with a link to create your username and password. If you still need sign-in help, complete the sign-in assistance form linked from the portal.
Open a support case in the Global Support Portal
Once you are signed in to Avalara Global Support, follow these steps to open a case:
- Select Cases.
- Select Open a case.
- Complete the form. Add any files or screenshots that help the support agent understand your issue.
- Submit the case.
Avalara Support emails a case number to you. Response time varies depending on your support plan. You can check the status of your request at any time under Cases. Only cases from the past 180 days are available in the portal.
Contact options by subscription type
Not all Avalara products use the Global Support Portal. The following table shows how to contact support for each subscription type.
| Subscription | How to contact Avalara Support |
|---|---|
| 1099 & W-9 | Email 1099support@avalara.com |
| Beverage Alcohol | Email bevalc@avalara.com |
| Developer | Visit Avalara Developer Community |
| AvaTax Excise, Returns Excise, or Government | Create a support case in Global Support Portal |
| License Filing | Email LicenseGuidanceSupport@avalara.com |
| License Guidance | Email LicenseGuidanceSupport@avalara.com |
| License Management | Sign in to Avalara License Management and open a support case |
| MyLodgeTax | Email MyLodgeTaxSupport@avalara.com |
| Property Tax | Sign in to Avalara Property Tax and open a support case |
| Sales Tax Registration | Email RegistrationSupport@avalara.com |
| Tax Research | Email atrsupport@avalara.com |
| VAT Reporting | Create a support case in Global Support Portal |
| Self-Serve Tariff Code classification | Create a support case in Global Support Portal |
| Automated Tariff Code Classification | Create a support case in Global Support Portal |
| Avalara Trade Compliance | Create a support case in Global Support Portal |
| Managed Tariff Code Classification | Create a support case in Global Support Portal |
Support access during an AvaTax free trial
If you are on a 90-day AvaTax Free Trial, you can access support through these channels:
- Avalara Developer Community: Find articles, discussions, and best practices for working with AvaTax APIs and integrations.
- Avalara Global Support Portal: Access product documentation, troubleshooting guides, and submit support requests using the same case submission process described above.
Trial customers can register for Global Support Portal access using the same steps as paid subscribers.
What to do if no one has admin access
If the only admin user at your company has left and no one else can access your Avalara account, you have two options:
Reset an existing admin account: On the sign-in page, use the Forgot password option for the known admin user. The password reset email goes to their email address. If your company hosts its own email, your IT team can retrieve the message and complete the reset.
Submit an executive authorization request: If your IT team cannot access the email, open a support case and include a letter on company letterhead signed by a C-level executive. The letter must include the full name and title of the executive, a request to change the email address of the current admin user to the new user, permissions requested for the new user, and contact details and account numbers involved. Turnaround time for admin email updates is 24 hours after Avalara receives your request.
Support Contacts for Excise customers
If you use AvaTax Excise or Returns Excise, your company designates two Support Contacts who can create support cases. Support Contacts must be active, authorized users with individual email addresses. Group or shared email addresses are not valid for Support Contacts.
If your Support Contacts change roles, create a support case with the name and email address of the person leaving the Support Contact role, and the new Support Contact's name, individual email address, time zone, and phone number.
How Galvix can help
Avalara Support can help you resolve technical issues, but managing sales tax compliance involves more than fixing software problems. Your finance team still needs to reconcile transactions, prepare returns, track filing deadlines, and respond to state notices.
Galvix takes that ongoing compliance work off your plate. Our team monitors nexus, manages state registrations, reconciles sales data, prepares returns, and files them after your approval. You can track everything through your dashboard without managing the filing process yourself.
Book a demo to see how Galvix can simplify your sales tax compliance.
FAQ
Can I call Avalara Support instead of opening a case?
Depending on your support plan, you may have access to phone support in addition to case submission. Check your support plan details or contact your Account Executive to confirm whether phone support is available for your subscription.
How long does it take to get a response after I open a case?
Response time varies depending on your support plan. Avalara emails you a case number when you submit a case, and you can check the status under Cases in the Global Support Portal.
What if I can't find my subscription type in the contact table?
If your subscription is not listed in the contact table, sign in to Avalara Global Support and open a case. For questions about which product you are using, check your Avalara account dashboard or contact your Account Executive.
Can I access support if I don't have an Avalara account yet?
Only verified Avalara customers and partners can register for Global Support Portal access. If you are evaluating Avalara or starting a free trial, you can access the Avalara Developer Community for documentation and best practices.
What should I include when I open a support case?
Include a clear description of your issue, the steps you have already tried, and any error messages you see. Add files or screenshots that help the support agent understand your issue.
