Can I have my username reset?
If you need to change the RetailConnect username, send an email to RetailSupport@avalonbay.com with the current username and the new email address you would like to associate with the portal account. If you have additional questions please contact Retail Support at 703-317-4740 Mon-Fri, 9AM - 5PM EST.

Can I set up recurring payments?
No, the ability to set up recurring payments is not available.

Can I use my credit card to pay the outstanding balance?
Credit card payments are not available at this time.

Can I make a payment if I don’t have a current balance?
No, you may not make a payment if you do not have a current outstanding balance.

Can I make a partial payment?
Yes. This can be done clicking on the “Statement” hyperlink, then in the “Amount to Pay” column grid type in your desired payment amount next to each open charge.

Can I make advance payments?
Each month, between the 15th-20th, the upcoming month billing will be created and paper statements will be generated and mailed. This will allow you to make payments for the upcoming month. You will not be permitted to make pre-payments for additional future months.

I tried to make a payment and received an error message stating that access is denied. What does that mean?
This is likely due to your web session being closed due to prolonged inactivity. Please log back into RetailConnect at www.avalonbayretail.com and attempt to complete the task. If you still encounter the same error please email RetailSupport@avalonbay.com (please include a brief description of the steps you were able to complete before the error message appeared as well as the full text of the error message to help us troubleshoot the issue) or contact us at 703-317-4740 Mon-Fri, 9AM - 5PM EST.

I cannot see the full account history, why?
RetailConnect displays the account history on multiple pages. At the top of the table you should see the number of pages included in the account history and pagination arrows that enable you to navigate to subsequent pages.

How do I submit a maintenance request?
Our retails leases are generally not full service. Please review the terms of your lease regarding maintenance of the Premises.

How do I know when the building has routine maintenance that can impact my business?
Retail Support generates notices to each tenant after being alerted by the community staff. We typically have advance notice of these events and can pass them on to you in a timely manner.

How often do you test the fire alarm and evacuation procedure?
Retail Support generates notices to each tenant after being alerted by the community staff. We typically have advance notice of these events and can pass them on to you in a timely manner.

Do I need submit the sales data online?
We strongly encourage you to submit your monthly sales data online. However, this does not replace the need to submit certified sales in hard copy format at the end of each sales year.

I get an error message when I try to enter the sales data online.
Please contact us via email at RetailSupport@avalonbay.com with a brief note about the task you were trying to complete and include the error message text. You can also contact us at 703-317-4740 Mon-Fri, 9AM - 5PM EST.

Where do I send the certified sales data to?
Please send the certified sales data to:

AvalonBay Communities, Inc.
Attn: Retail Department
4040 Wilson Blvd., Suite 1000
Arlington, VA 22203