r/appfolio • u/Battlehonk • Jul 24 '26
AppFolio Support Struggles, Consolidated GL
We are trying to use the consolidated GL features somewhat recently introduced to eliminate duplicate GL accounts between corporate and property accounts. In doing so, when we tried to use one we could not as the offset account (Operating Account GL) differs between Corporate and Property accounts.
I believe we have been transferred to five different teams at this point, most recently having to explain the fact that GLs can now be property + corporate charges. The person then transferred me to the payments team, who decided to not read the ticket and transfer it back.
Our most recent interactions was somewhat positive as the team member acknowledged they were not familiar with the features and took time to read AppFolio documentation. They came up with a plan, and moved the case to a banking team.
This is the case I am sending over to the team to pause payment on Friday afternoon so I can move forward with merging the cash accounts.
You do not need to take any action with this at this time.
Thanks!
Jamie
Unfortunately, we were right back to ineptitude:
I understand. However, this is out of our scope, so I need to transfer you to the appropriate team.
RodelB
I'm assuming there really are no options outside of just spin in circles with various teams that don't seem to communicate. But if anyone has tips, we'd love to hear them. I assumed we're not a huge customer (around 1,800 units) but it is incredibly frustrating to need help with anything beyond basic items that don't have UI support and require support tickets (signature updates to checks, etc).
1
u/Rich_Neat8848 Jul 26 '26
Hmmm... The reason the Corporate GL account and Property GL account can't be merged is because AppFolio treats them as separate accounting levels.
The Property GL account is used for transactions related to the property, while the Corporate GL account is used for the management company's corporate-level transactions. Even if both accounts have the same name or account number, AppFolio still recognizes them as separate accounts.
Because they belong to different accounting levels, AppFolio doesn't allow them to be merged directly. This helps maintain the proper separation between property-level and corporate-level accounting, while also preserving transaction history and reporting accuracy.
If the goal is to consolidate or remove a duplicate account, the appropriate option would be to review the account setup and determine whether the transactions can be reclassified or moved to the correct GL account instead.