What you'll learn in this article:
- How do I contact the AppFolio Support team?
- Amenities aren’t showing on Zillow, what do I do?
- How do I update my amenities in AppFolio?
- Photos aren’t showing on Zillow, what do I do?
- Photos aren’t in the right order on Zillow, what do I do?
- My address is incorrect on Zillow, what do I do?
- I’m syndicating my listing to Zillow from AppFolio but Zillow says it’s inactive
- I no longer have units available, how do I update my listing?
- I’m not getting Zillow leads in AppFolio, what do I do?
- How can I tell my listing is going to Zillow?
How do I contact the AppFolio Support team?
We encourage Zillow partners to navigate to the AppFolio Help Center to see if their issues can be answered. Once logged into AppFolio, you'll be able to submit a request to your AppFolio support team from the Help Center.
My amenities from AppFolio aren’t showing on Zillow, what do I do?
Amenities on AppFolio will be normalized to certain categories on Zillow based on our site design. This ensures your listing will appear in search filters.
Any amenity that is unique enough not to be normalized will appear in the Special Features section of the Zillow Building Detail Page for Multi-family Property Types.
Multi-Family Property Type - Normalized Amenities
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Key Features Section |
Highlights the following features:
If any of your amenities are in these categories, they will also be displayed in the Key Features section. |
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Building Amenities Section |
Contains Seven Sub-Categories:
Community rooms
Fitness & Sports
Other
Outdoor common areas
Security
Services & Facilities
View description
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Unit Features Section |
If an amenity is normalized as one of the following, it will always be included under Unit Features. Unit Features cannot currently be designated to a specific Unit Type or Unit on Zillow. For instance, if Air conditioning is included in Unit 101 but not others, we'll still display it under all Unit Types. For this reason we include the disclaimer “Features may not be available for all units”. The following amenities will display under Unit Features: Appliances
Heating
Cooling
Flooring
Internet/Satellite
Other
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Special Features Section |
Any amenity which cannot be normalized will be included in this section. Examples include “Stainless Steel Appliances”, “9-Foot Ceilings”, “Custom Windows”, etc. |
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Policies Section |
Lease Terms
Parking Types:
Parking Policy Categories:
Pets Cats
Dogs
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How do I update my amenities in AppFolio?
Amenities can be added on the Property tab or under the Units and Unit Types tab.
Property tab → Amenities
Unit Types tab or Unit tab → Rental Information → Appliances Included
Unit Types tab or Unit tab → Amenities → Edit
If adding Amenities under Units or Unit Types, Zillow will only include the amenity as a Unit Feature if it is categorized as one of the following:
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Appliances
Heating
Cooling
Flooring
Internet/Satellite
Other
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All other unit amenities that are not categorized this way will be included either as a Building Amenity or a Special Feature.
Photos aren’t showing on Zillow, what do I do?
- Ensure that photos are added to the Marketing Photos under your Property tab
- Ensure that all photos added to your property are unique images. DO NOT include the same photos under your Units or Unit Type images if they have already been added to Marketing Photo under Property tab.
- Ensure that your photos are in a valid photo file format: JPG, GIF, BMP, FPX, PNG, PSD, and TIF. (Note: LAB color space is not supported.)
Only photos smaller than 25MB can be uploaded. The maximum dimensions allowed for an image is 2048 x 1536 pixels, with a minimum dimension of 1024 x 768 pixels.
There isn't a resolution limit (just a size limit of 25MB), but we do recommend using the 2048 x 1536 size.
Photos aren’t in the right order on Zillow, what do I do?
- Ensure that photos are added to the Marketing Photos under your Property tab
- Ensure that all photos added to your property are unique images. DO NOT include the same photos under your Units or Unit Type images if they have already been added to Marketing Photo under Property tab.
- If updates are made, wait 24 hours for these to come to Zillow.
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If there are no duplicate images and all are entered correctly as Marketing Photo under Property tab, you can reach out to the Zillow support teams for assistance.
My address is incorrect on Zillow, what do I do?
Check the address you have entered in AppFolio. Addresses MUST include a street number, street name, city, state and zip code.
If your community has multiple addresses, the address used should either be your Leasing Office address (if located on-site), or the building closest to the entrance to your community. For best results, please select ONE building to advertise as the property address and do not list as a range, ie: use 100 Smith Street not 100-200 Smith Street.
Address CANNOT include unit numbers (if Property Type is Multi-Family), property names, or other invalid details which are not apart of the official building address.
- If any corrections are made: Allow 24 hours for the correct address to syndicate to Zillow.
- Address is correct in AppFolio, but displaying incorrectly on Zillow (slightly different variation): Reach out to the Zillow support team.
- Address is correct in AppFolio, but location is incorrect on Zillow (geocoding): Reach out to the Zillow support team.
I’m syndicating my listing to Zillow from AppFolio but Zillow says it’s inactive or omitted
| Property Type | If you're advertising as a multi-family property (using the Packages product), check to make sure you have selected Multi-Family as the property type on your Property tab. |
| Address | Be sure you include a valid street address, city, state and zip code in the appropriate field for each. Ensure that your property name is not included in the address fields. |
| Available Vacancies | Be sure you have at least 1 vacant or on-notice unit. If you have no availability, create a Marketing Campaign for one of your Unit Types. |
| Contact phone number | Insert your property’s contact phone number in the contact information section. |
| Marketing Information |
For multi-family property types who are using the Packages product, ensure Syndicate Units Separately shows as No. |
| Marketing Photos | Ensure that you have photos uploaded in the Marketing Photos section on the Property tab. |
| Post to Internet |
Ensure that “Post to Internet” is grayed out (has been selected) on the right-side of your page while you are under the Property tab. |
I no longer have units available, how do I update my listing?
Follow instructions in the AppFolio Help Center on how to create a Marketing Campaign.
You can also navigate to Properties → Unit Types → Select Unit type → Select New Marketing Campaign.
Note: You must have at least 1 Unit Type created in AppFolio to start a Marketing Campaign.
I’m not getting Zillow leads in AppFolio, what do I do?
Login to your Zillow Account Portal and ensure that your active listing is publishing using the AppFolio feed.
Ensure your contact email shows as “syndication@appfolio.com” - This is not a real email inbox, but ensures that leads are delivered to AppFolio directly when you are using the AppFolio feed.
How can I tell my listing is going to Zillow?
Go to the Marketing tab in your AppFolio portal.
Zillow, Hotpads and Trulia will show as Submitted if the listing is set to Post to Internet and is included in the data AppFolio sends to Zillow.
To check on your publishing status or obtain a direct link to your listing on Zillow,
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Login to your Zillow account and navigate to your Zillow Account Portal.
- Once you select your property, you’ll see a banner showing the listing data source and any feed errors.
You can also see your live listings at the bottom of the page. Select View on Zillow Rental Network for links to your listing on Zillow, Trulia or Hotpads.
If there are any publishing errors, you’ll either see a Declined status or a Partially Published status.