Avalara phone number: how to reach Avalara support (and what to know first)

Avalara’s main phone number is +1 (877) 224-3650.

Avalara phone support is available Monday to Friday, 8:00 a.m. to 6:00 p.m. PT and provides direct access to Avalara services, including sales, support, and account managers.

But before you call, you should know:

• Phone support isn’t included in every Avalara plan.
• Users are commonly re-routed through tickets, chat, or a chatbot.
• Response times and access depend on your support package.

If you’re unsure about your support level, or if you’re hitting delays, use the table below to figure out what’s included based on your plan.

How Avalara support access works

Avalara, like many large brands, uses a tiered support model. Every plan comes with the entry level “Standard” support package that offers correspondence with the Avalara team.

However, these plans come with a few caveats. Users on the Avalara Standard plan are:

• Limited to online-only case submissions.
• 24-hour wait time for a reply.
• Access to self-paced training.
• A self-service knowledge base.
• Limited support hours (Mon-Fri, 8 a.m. to 8 p.m. local time)

While it is possible to call the support number and connect to the system, users on the Standard plan will be directed to submit a ticket via the online portal and wait for a reply.

Paid plans are also available for purchase, but these solutions carry a price tag and aren’t included by default when purchasing an Avalara package. In all cases, paid plans include faster response times, live chat or phone support, access to specialized training, and more. Higher-tier plans may also include account managers, 24/7 support availability, and more.

What’s included in Avalara support plans

Avalara structures support separately from its core products, which creates different expectations centered around cost and overall investment.

Larger enterprises commonly see support as a configurable line item and happily pay costs to access fast and responsive support. However, for mid-market and smaller brands, steep recurring costs can heavily impact the bottom line. At the same time, opting out from support results in less training, greater time investments, and delayed assistance if anything goes wrong.

Most non-enterprise customers end up on Avalara’s Standard support plan. Under this plan, phone support isn’t included, and users are directed to self-serve documentation with the option for a direct ticket submission.

Here’s a quick look at how the plans break down:

Source: Avalara Knowledge Center -> Account Management -> Avalara Support plans.

While cost is likely a prohibitive factor that keeps brands from accessing improved support solutions, Avalara doesn’t provide costs for its support plans publicly. Instead, these costs are included as part of a personalized Avalara pricing quote.

This uncertainty can lead to confusion about the service and what users are actually getting, which is why TaxCloud takes a different approach. Unlike enterprise-first providers, TaxCloud is built with mid-market brands in mind. Our support model reflects what growing teams actually need, and it’s included by default with every plan.

Every TaxCloud plan includes access to real, U.S.-based support from sales tax and platform experts who know your account and can help troubleshoot fast.

When calling Avalara support makes sense

Especially for Standard plan users, calling Avalara support can be effective in a limited set of situations, particularly when the issue is account-level rather than technical.

• Billing or account questions. Phone support is well-suited for billing inquiries, contract questions, or changes to account details, especially for customers on Priority, Enterprise, or Managed plans. While some of these issues can be resolved within the Avalara portal, phone support can guide users through the necessary steps.
• Access or login issues. Users unable to access their account or support portal can call for help so that the issue can be routed to the appropriate team. Companies on the Standard support plan may also be able to use this route, but note that Avalara is known for restricting portal access once a plan expires.
• Enterprise or managed account. Customers on paid plans can access dedicated representatives for priority routing, making phone support a more reliable option for resolving issues. For Priority plan users, note that support is limited to preset hours.
• Non-urgent clarification questions. For general questions about features, services, or documentation, phone support might be a good fit if no technical investigations are required. Some questions will see you connected to a sales rep, while basic support may be able to field clarifying questions.

For technical configuration problems, calculation errors, or time-sensitive filing issues, phone support calls may be redirected back to ticket-based workflows, depending on the support plan in place.

What to do if you need help right now

If you’re dealing with a time-sensitive issue, the fastest way to get help depends on your Avalara support level and associated plan. Use the steps below to choose the most effective path:

1. Check your support level in Avalara. Confirm which support plan you’re on by reviewing your Avalara account or contract details. This will help you determine whether phone support is available and what response times you should expect.
2. If phone support is included, call during business hours. Calling can help route account-level or urgent issues more quickly, especially for customers on paid plans. Be prepared to reference your account and/or any existing ticket numbers.
3. If phone support isn’t included, submit a detailed support ticket. Use the support portal to submit a case with clear context, including the affected state, filing period, and any error messages. Clearly note deadlines and potential impacts to signal urgency.
4. Follow up within the same case. If you haven’t heard back within the allotted response time, follow up to bring attention back to the ticket. In general, adding comments to an existing ticket or calling back with a support number to reference an existing case is better than opening a new ticket / case.

Be as clear as possible, and do your best to explain the issue to the support team. Include any error codes, steps required to duplicate, or urgent matters that are blocking success.

If the issue is mission critical, such as tax not calculating or an upcoming filing deadline, calling the support line may help to escalate the case, even if phone support is not fully included in your plan. However, there is never a guarantee.

Common challenges for Avalara support

Based on customer feedback and how Avalara support is structured, several recurring challenges tend to surface for businesses on Standard Support plans. When assistance is routed primarily through tickets and self-serve resources, resolution timelines can stretch, particularly during high-volume periods like filing deadlines.

From reviews and feedback, inconsistent support experiences are common. Different reps may have varying levels of familiarity with account configurations, integrations, or state-specific requirements, which can require repeated explanations and slow progress.

Combined with offshore staffing and manual escalation processes, this structure can make it difficult for small and mid-sized teams to get adequate support when issues are complex or time-sensitive.

Customer feedback: What Avalara support is like

Below, you’ll find a collection of feedback from real Avalara customers regarding their support experience.

While reviewers don’t disclose their plan, the details offer strong insights into what teams can expect when connecting with Avalara support.

“Customer support could use some work. I understand there are thousands, if not more, of clients probably constantly reaching out for help so do understand the delays that can be had, but some of the responses we get are just the canned, ‘out of the handbook’, responses that do not really offer any help.” – Keri B., Corporate Accountant via G2.

“Their support operations still require significant improvement. In some cases, it can take up to a month just to receive an initial response from their support team, which is highly unacceptable and impacts timely issue resolution.” – Sahib A., E-Commerce Brand Manager via G2.

“Their Support team lacks the knowledge to troubleshoot even basic Salesforce mapping issues. From the start, we were told the only way to resolve our issue was to upgrade to a Technical Account Manager — an extra monthly cost — yet this ‘premium’ support is no better than the free package (which isn’t saying much). I’ve had an open case for nearly a year, and their only repeated suggestion is to ‘upgrade the installed package,’ which has never resolved the problem.” – Katherine T. ERP Administrator via Capterra.

“Avalara implementations and customer support are generally NOT good. Every implementation I have done with Avalara has required myself or my company, accountants, engineers to do 85% of the work to implement, test, and go live. This has been a problem for years across numerous products we use today. Please start addressing this.” – Joseph C., Tax Director via Capterra.

While some reviewers have had decent contact with Avalara support, the vast majority of reviews that touch on the support experience are negative.

Even users who love every other aspect of Avalara as a product and service generally agree that support is lacking. This is due to a mix of factors, including the fact that phone access is gated, chat support is handled through an AI assistant, and human-powered support has been offshored to another country.

Because Avalara’s support systems aren’t proactive and are generally slow to respond, issues can languish and cause real damage to a business while teams wait for support to help them resolve outstanding problems.

Why sellers switch to TaxCloud

Unfortunately, Avalara’s poor support has made more than one business seek alternative solutions. When help is delayed, difficult to access, and routed through an automated system, the system becomes much harder to manage.

TaxCloud takes a different approach by working closely with teams to resolve issues before they spiral out of control. Our support team is U.S.-based and responds to most issues within a day. While we offer a knowledgebase for self service, we’re also happy to offer hands-on support to resolve outstanding issues.

Here’s how we compare.

While every merchant who has switched from Avalara to TaxCloud is slightly different in terms of size and scale, many have shared similar experiences with us.

• TaxCloud is between 30-70% less expensive than Avalara for comparable use cases.
• Avalara’s service offerings for mid-market and smaller brands are often unnecessary for the company’s use case.
• Support with TaxCloud is generally faster, more knowledgeable, and feels more like a partnership.
• TaxCloud proactively engages in cost-saving solutions like SST enrollment, while Avalara’s reluctance to do so has costs brands thousands in the past.

Want to hear more about the Avalara to TaxCloud experience? Check out the case studies below:

• UntilGone found Avalara support unhelpful, uninformed, and prone to regular mistakes.
• Cable Bullet saves $40,000 per year with TaxCloud after leaving Avalara behind.
• PangoBooks cut sales tax compliance costs by 75% when switching to TaxCloud.

Ready to switch? We’ll handle the hard part.

If you’re stuck waiting on support, struggling to get answers, or realizing that Avalara isn’t scaling with your business, TaxCloud can help.

Switching is simple. Our team handles:

• Migration from Avalara, including historical data setup.
• Platform integrations (Shopify, WooCommerce, QuickBooks Online, and more).
• State registration and SST onboarding.
• Ongoing support from real people, not bots.

There’s no need to rebuild your tax stack from scratch. We’ll meet you where you are and help you get compliant, faster. Reach out to our team for a free, personalized demo, or sign up for a free 30-day trial and test drive TaxCloud for yourself.

FAQ

Is phone support included by default on Avalara plans?

No. Phone support isn’t included by default on most Avalara plans. The Standard support package typically includes access to self-service documentation, ticket submission and (unofficial) limited chat support.

Phone support is reserved for paid plans. Priority and Managed support offering help during business hours while Enterprise services operate around the clock.

Can phone support be added after signup?

Yes. Avalara offers paid support upgrades that can be added after signup, but the cost will come from a personalized quote offered by the sales team and may be bundled with other features.

Does Avalara offer 24/7 support?

No. While self-serve support and ticketing support are 24/7, the support backend won’t immediately action tickets when they arrive.

Phone and chat support varies based on plan type. Priority support is limited to standard business hours (Mon-Fri, 8:00 a.m. – 8:00 p.m. local time) while Enterprise support is 24/7.

Managed services fall somewhere in the middle, with support available during business hours but with Avalara handling certain aspects of business operations (no hands-on required from the team).

Is Avalara support outsourced?

Based on the Avalara reviews and feedback we’ve seen, a large portion of Avalara’s support is offshored outside of the U.S.

Support availability, continuity, and familiarity with specific accounts may vary depending on region, support tier, and the nature of the issue being addressed.

What’s the fastest way to get help during filing season?

This depends on your support plans. Customers with phone access should call during published business hours and reference any existing cases. Others may need to submit a detailed ticket with clear emergency indicators.

However, during peak filing times, support may still be slow. Some businesses involve external accountants and tax advisors to manage compliance risks while waiting for platform support.