---
title: Move In Error Log (For Administrators & Internal Team Members)
slug: move-in-error-log-for-administrators-and-internal-team-members
icon: ⚠️
docTags: 
createdAt: 2025-03-04T20:15:38.350Z
---

## 1. Overview

The **Move-In Error Log** section in the **Storagely Dashboard** is a **diagnostic tool exclusively for Storagely administrators and internal team members**. It captures **errors encountered during the move-in process**, allowing administrators to **identify, troubleshoot, and resolve issues** related to online rentals.

:::hint{type="warning"}
**Important Notice:**

- **This section is NOT accessible to facility operators.**
- **Errors logged here may include payment failures, unavailable units, or system communication failures.**
- **Regular monitoring of this log is essential to ensure a seamless rental process.**
:::

## 2. Accessing the Move-In Error Log

Since this feature is **restricted**, only **authorized Storagely administrators** can access it.

### Steps to Access the Move-In Error Log

1. **Log in** to the Storagely Dashboard.
2. Navigate to **Account Settings > Move In Error Log**.

   ::Image[]{src="https://api.archbee.com/api/optimize/_fbQ1jk8y-6t-s-DYY8Bo/m3NT85nb3OL-BgfufmUDC_screenshot-2025-06-10-at-15728-pm.png" size="38" width="380" height="850" position="center" darkWidth="380" darkHeight="850" showCaption="false"}
3. If access is **denied**, contact a **Storagely system administrator**.

## 3. Understanding the Move-In Error Log

The log provides detailed **error messages, timestamps, and customer details** related to move-in failures.

![](https://api.archbee.com/api/optimize/_fbQ1jk8y-6t-s-DYY8Bo/jpJHP6OI9Ugj1aNVPLMl3_image.png)

### A. Common Move-In Error Types

| Error Type                                                                                        | Possible Cause                                                                | Resolution Steps                                                              |
| ------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- | ----------------------------------------------------------------------------- |
| **Unit is already rented or no longer available**                                                 | The unit was taken before the transaction completed.                          | Verify unit availability and assist the customer with selecting another unit. |
| **Payment could not be processed (Insufficient Funds, Incorrect CVV, Invalid Card Number, etc.)** | The customer’s payment method was declined.                                   | Instruct the customer to use a different payment method.                      |
| **Failed to save the move-in**                                                                    | Data sync issue between Storagely and the Facility Management Software (FMS). | Check system logs and manually sync data if necessary.                        |
| **Payment amount must be greater than zero**                                                      | The system did not register a valid payment amount.                           | Ensure correct pricing and verify FMS integration settings.                   |
| **Declined by card-issuing bank (Generic Decline, Closed Account, etc.)**                         | The bank rejected the payment.                                                | Advise the customer to contact their bank or use another payment method.      |

## 4. Resolving Move-In Errors

### Step 1: Identify the Error Type

1. Review the **Move-In Error Log** for the most recent error entries.
2. Identify the **error code and message** associated with the failed transaction.

### Step 2: Investigate the Cause

- **If the issue is payment-related** → Advise the customer to use an alternative payment method.
- **If the unit is unavailable** → Guide the customer in selecting another unit.
- **If a system error occurred** → Check data synchronization between Storagely and the FMS.

### Step 3: Take Corrective Action

1. **Retry the transaction manually** in the Storagely system or FMS.
2. **Advise the customer on next steps** (e.g., update payment details, choose another unit).
3. **Sync data** if discrepancies exist between Storagely and the facility’s FMS.

### Step 4: Clear the Error Log (If Needed)

1. Click **“Clear Log”** to remove outdated entries.
2. Only clear the log **after confirming that errors have been addressed**.

## 5. Troubleshooting & FAQs

| Issue                                                | Possible Cause                                 | Solution                                      |
| ---------------------------------------------------- | ---------------------------------------------- | --------------------------------------------- |
| **Recurring unit availability errors**               | The FMS is not updating correctly.             | Check integration settings and sync manually. |
| **Multiple payment failures from the same customer** | The customer’s bank is rejecting transactions. | Suggest an alternate payment method.          |
| **Move-in errors despite valid payment details**     | API communication failure.                     | Contact Storagely Support for assistance.     |
| **Unable to clear the error log**                    | Insufficient permissions.                      | Verify administrative access settings.        |

## 6. Best Practices for Managing Move-In Errors

✅ **Monitor errors regularly** to prevent recurring issues.
✅ **Communicate with customers quickly** when errors occur.
✅ **Ensure integration settings are correct** to avoid data mismatches.
✅ **Use manual sync options** to resolve FMS-related issues.
✅ **Document recurring issues** and report them to Storagely Support for system improvements.

For further assistance, please reach out to your direct supervisor.