News March 12, 2023

March Updates from Palace Support

Important Inspection App Update:

The old blue/white inspection apps have been removed from the App Stores.

The blue/white Palace inspection apps will be disabled on Friday, 31 March 2023.

What does this mean for you?

After the deadline the old inspection apps will be disabled and access will be restricted.

If your company is still using the blue/white inspection apps, contact the support team to secure a booking to activate the Pink Palace app.

In Palace is a badge next to the Property inspections heading titled New. Click this badge for more information regarding the activation process to use the pink Palace inspection app.

How to Effectively Contact the Palace Support Team

3 different ways to contact the team:

  • Use the pink/white ‘Help’ button at the bottom left-hand side of any Palace page. Click the ‘Help’ button and then ‘Contact us’. Fill in the form completely. It is very important to write the issue you are experiencing with detailed information for the support agent to investigate. I.e., tenant/owner/supplier’s names, property address, copy of a report/screenshot (if possible). The more detailed information that is entered, the easier and faster it will be for the agent to assist you with minimal questions.
  • If you cannot access Palace you can click on the following link, (and save it to your bookmarks) Submit a request. Fill in the form and click on ‘Submit’.
  • You can email support directly

Often the support team receive queries that delay the investigation and resolution times as they must call or email for information. We know our clients are busy and may be on the road or in a meeting by the time an agent picks up the ticket to make the call. Asking for additional information and requiring a screenshot/report while you are out of the office will delay the speed of resolving your query.

We have some new agents who are upskilling their knowledge with our training team to better support you. We ask for your patience during this time as some of our responses may be a bit delayed.


The Knowledge base is constantly being updated. Browse through the article library, you may find a solution either in a written article or as part of a video or webinar.

Accessing our knowledge base is easy within Palace. On the left-hand side menu there is an Updates and Training button. You will find information regarding training, newsletters, and a search area to browse for articles related to your query.

The Palace Support heroes are here to help if you cannot find the answer.

Feedback on the Support Team

A few examples of some great feedback that has been received this past month:

happy face Tiffany:

Perfect detail on what was needed to complete a management early and charge the appropriate fees for a short notice period. Totally made sense and was simple and easy to follow and understand.

happy face Stass:

I had no idea what I was doing or what I was talking about, and Jane was still somehow able to get me on track and fix my issue.

happy face Michayla:

Very helpful and responsive when need assistance, I never feel like I am a bother or that I am just a number! I love Palace and their team.

Response Times

The wait time to answer requests has climbed to a high of 86% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

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