Troubleshooting Payment Processing Issues in Your Rental System

troubleshooting payment processing issues in your rental system storagely’s rental system is designed to collect customer payment information and securely pass it to your facility management software (fms) for processing storagely does not process payments directly if a payment fails, it’s important to understand where the issue originates and how to troubleshoot it effectively this article will guide you through what happens during the payment process common reasons for payment errors step by step troubleshooting when and how to escalate to your payment processor or fms 🔄 how payment processing works when a tenant submits a payment through your storagely rental system the tenant enters their payment information (e g , credit card) storagely securely passes that information to your fms your fms handles payment processing using your configured payment processor storagely does not process or authorize payments we act as a bridge between your customer and your fms ⚠️ common causes of payment failures most payment issues are caused by problems with the customer’s payment method , such as ❌ insufficient funds 💳 expired card 🔢 incorrect card number or cvv 📍 avs mismatch (billing address doesn’t match bank records) 🚫 bank declined the transaction 🛠 basic troubleshooting steps follow these steps before escalating to your payment processor 1\ review the tenant’s account open the tenant’s profile in your fms look at the ledger or transaction history note the error code or message returned from the processor storable edge self storage manager 2\ confirm customer card details ask the tenant to confirm their card is not expired ensure sufficient funds are available double check that the card number, expiration, cvv, and billing address are accurate if the issue appears related to incorrect or declined payment methods, the tenant will need to use a different card or contact their bank 3\ confirm issue is not tenant related once you’ve verified the customer’s payment method is not the cause, gather the following error code and description timestamp of the attempted transaction tenant name and unit number any other relevant details from the transaction record 📞 contact your payment processor or fms if the issue is not with the customer’s card, your next step is to contact your payment processor for help with resolving the error use the links below based on your fms 🧩 storable sitelink or storable edge storable provides dedicated payment support at the link below 👉 https //www storable com/support/ 🧩 self storage manager (ssm) support for payment processing and fms issues is available here 👉 https //www selfstoragemanager com/contents/support aspx 💡 pro tip always include error messages and relevant transaction details when contacting support this helps speed up troubleshooting ✅ summary storagely does not process payments —your fms and payment processor handle this most payment issues are related to customer card problems always review the tenant’s ledger and error codes first if it’s not a card issue, escalate to your fms or payment processor with full details as always, if you ever have any questions throughout this process, our customer success team is always ready to help! we have a couple of ways you can reach out, choose what is best for you ! all methods of contact flow into the same support team, which means no method will provide you a faster response than others email helpdesk\@storagely io com https //d1s7s share hsforms com/297gkkisitsmdgskuyt9s2g