Frequently Asked Questions

Community FAQs

Amenity and Gate Access

Where do I go to get my device for the amenities and gates?

  • You can come to the Crystal Falls HOA office at 901 Crystal Falls Pkwy, Ste. 203.  

Office hours 

  • Monday - Friday - 9:00 am to 5:00 pm; also the second Saturday of the month from 9:00 am to 12:00 pm. 

Gate RFID and remotes:

  • You will need to bring your Photo ID and proof of insurance/ proof of purchase. RFIDs are $10.00 each and Remotes are $40.00.

Pool Keys:

  • Bring your Photo ID. 

How long does it take for my request to be fulfilled and how will I receive my device?

  • General you can receive your device while you wait at the office. In most cases, it will be same day.  During the busy season, pool keys can take up to 1 full business day.

Architectural

What types of exterior modifications can I make to my home without requiring approval of the association?

  • Landscaping improvements on the property do not require ACC approval. However, at all times landscaping must adhere to the Landscape Design Guidelines. All other exterior improvements or modifications must receive ACC approval prior to installation or construction. 
  • Please complete the architectural request form.
  • Paper form is available too. 

Where do I find my community's architectural modification request form? 

What's the process for submitting the application? How long does it take to get approval?

  • Once the application is submitted, it will be reviewed by the architectural committee. This committee is tasked by the Board of Directors to review each submission to determine that the request is in compliance with the association’s architectural guidelines. A response from the committee may take as many as 30 days from the date of submission. Please ensure that you provide as much information as possible with your application to avoid delays. 

What is the status of my application?

My submitted and approved project has been completed. What do I do now?

  • Once the submitted project has been completed, an email will need to be sent to the ACC (ACC@crystalfallshoa.com) informing the committee your project has been completed. A representative from the Office or ACC member will contact you with details on setting up an ACC inspection. A completion letter will be sent out after the inspection occurs if the project is verified to be completed per the submitted project and approval letter.

Board Meetings

How do I find out when the next Board meeting takes place?

  • Board Meeting are held the 3rd Thursday of each month. If you have registered your email address, we will also send meeting details via email in advance of the meeting. 

Where can I find copies of the most recent Meeting Minutes?

  • Meeting minutes are posted in the Documents section of TownSq. 

Common Area Maintenance

The landscaper is not cutting an area. Why?

  • There can be several reasons why the landscaper may have been unable to mow an area near your home. This could include not having access (gate was locked), recent rain preventing the ability to mow, or pet/pet waste visible. Should you have any concerns, please submit a request via TownSq. 

How do I report a maintenance issue to a common area in the community?

  • We sincerely appreciate your efforts in alerting our management team of any maintenance issues in your community. Please submit a request via TownSq and include a picture and as much detail as possible where applicable. You will be able to track the status of your request via TownSq. 

How do I get a mailbox key?

  • Please contact your local United States Postal Service Center (USPS) for instructions on obtaining your mailbox key and location of box.
  • USPS Leander Location:
    801 S HWY 183, Leander, TX 78641
    800-275-8777
  • Hours: 
    Monday - Friday - 8:00 am to 5:00 pm
    Saturday - 8:00 am - 1:00 pm
    Sunday - Off

Compliance

I just received a violation notice. Who can I talk to about it?

  • Covenant violation related inquiries can be directed to our Compliance Department at operations@crystalfallsHOA.com. Additional contact information is available on the notice you received.  

I need to report an issue with a neighbor's home. 

All compliance related matters can be emailed to Operations@crystalfallshoa.com. Appropriate action will be taken on the reports emailed.


I reported an issue and nothing seems to be happening, I want to know what’s been done. 

  •  Due to privacy laws, the HOA is not permitted to divulge violation information or status to non-owners of the property in question. If issues appear to be persistent you may keep reporting the issue to Operations@crystalfallshoa.com. Appropriate action will be taken according to the HOA governing documents. Be advised that should notices be sent out a cure period is given to rectify the violation. Reports are more beneficial when a follow up is sent a couple weeks after the initial report. 
     

Is there a list of do's and don'ts I can give to my tenant?

  • A copy of the community’s Covenants, Conditions, and Restrictions (CCRs) can be found on your community’s website by visiting www.crystalfallshoa.com and navigate to the Document Library tab at the top. 

Contacts

Who can I reach for help?

  • We have a team of industry professionals standing by to assist you. Here are the various ways you can reach us:

    • TownSq App: Submit a request via our web and mobile application.

Onsite Office: Monday - Friday - 9:00am to 5:00pm; also the second Saturday of the month from 9:00am to 12:00pm. 

Main office number: 512-986-7444

How can I reach the Board of Director: You can email the Board and you can find their information on the Crystal falls webpage.  There contact information is in the middle of the page.

Documents

Where can I find the governing documents of the association?

Financial

What is my balance?

  • You can view your account balance by logging in to TownSq.
    You may also request your balance by contacting Goodwin TX Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com

How do I pay my assessment?

  • For your convenience, we offer several payment options:

Option 1: 

 Option 2:

  • TownSq website (www.townsq.io) or mobile application: Your account balance is also available by accessing your TownSq account.

From the web:

  • Login to TownSq at https://app.townsq.io/login
  • From the top of your home page feed, select the account you’d like to make a payment on.
  • Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.

From the TownSq App:

  • From the top of your mobile feed, choose the account you’d like to make a payment on.
  • Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
  • TownSq offers both ACH and debit/credit card payment options. When making credit card payments online, there is a $1 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1 convenience fee.

Option 3:

  • Bank Bill Pay service: If you use a bill payment service that automatically makes payments for you, please change the name of the payee and the address for payment to the PO Box address referenced above.  You will need to note your account number and association code (ACRF) in the memo section of your check.

Can I pay my assessment with a credit/debit card? 

  • Yes, credit/debit cards are accepted through TownSq. 

From the web:

  • Login to TownSq at https://app.townsq.io/login
  • From the top of your home page feed, select the account you’d like to make a payment on.
  • Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.

 From the TownSq App:

  • From the top of your mobile feed, choose the account you’d like to make a payment on.
  • Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
  • TownSq offers both ACH and debit/credit card payment options. When making credit card payments online, there is a $1 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1 convenience fee.

What is my property code?

  • Your Property Code is ACRF

What is the Management ID?

  • 6587

When is my assessment due?

  • Assessments are due on the first of each month.

Are there any fees associated with online payments?

  • When making credit card payments online, there is a $1 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1 convenience fee.

Why does my account show a negative number?

  • A negative number means that you have a credit balance. 

I received a letter about a past due assessment. Who can I talk to about these fees?

  • Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. 

Who can I talk to about setting up a payment plan?

How do I update my Western Alliance payment information?

  • To update existing Western Alliance recurring payments, click here.

How do I cancel my Western Alliance auto draft?

  • To update existing Western Alliance recurring payments, click here.

What is my assessment paying for?

  • Your community’s assessment pays for the operating expenses of the association. This can include utilities, road maintenance, landscaping, amenity maintenance, insurance, etc..

Where can I find my account number?

  • You can find your account number in your billing statement or coupon book. If you cannot locate your account number, please contact our Crystal Falls Office at 512-986-7444.

Insurance

My lender is asking for a copy of the association's insurance. Where do I get this information?

  • Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. 

Owner Information

How do I update my contact information/mailing address?

  • Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.

Resales

How do I get a lender questionnaire completed? 

How much does a lender questionnaire cost?

Where do I obtain a resale certificate?

I'm the Lender and would like to get a statement. Is there a charge for this?

You may also access the management website for Goodwin at www.goodwintx.com at "Order a Resale Certificate" on the top right.  

TownSq

What is TownSq?

  • TownSq is an all-in-one mobile app designed to help you connect, collaborate and stay up-to-date with your community – any time on any device. TownSq streamlines operations for board members and simplifies community living for homeowners. With TownSq you can: 
  • Easily communicate with neighbors, community managers, and board members 
  • Manage your account and pay online
  • Get up-to-date community news and events
  • Request and review status of service inquiries
  • Participate in community polls
  • Access community forms and documents
  • And more…

 How do I register for TownSq?

  • Registering for TownSq is fast and easy. Follow the steps below to get started:

Visit https://app.townsq.io/ais/sign-up

  • Enter your Account Number and Zip code (Physical property address)
  • Provide your email address and create a password

I'm getting an error when I try to register for TownSq. Can you help?

  • Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. 

How do I change my email preferences for TownSq notifications?

  • Once you have logged in to TownSq, you can edit your notification preferences by editing your profile. To edit your profile, click on your name in the top right-hand corner of the TownSq page and a drop down will appear with the “Edit Profile” link.

How do I submit a request in TownSq?

  • Once you have logged in to TownSq, click the “Requests” link on the menu bar on the left-hand side of your screen. 

I forgot my TownSq password, how can I reset it?