FAQ

Basic Operations

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What is the difference between Overlock and Gate Lockout?

Overlock is a status that can be placed on a unit to signify that a second lock has manually been placed on the tenant’s past due unit to prevent them from opening the unit.  Overlock status must be applied and removed manually by a site manager by processing the Overlock and Reverse: Overlock events in SiteLink.

Gate Lockout is an automatic event that marks a tenant’s gate access code as delinquent.  SiteLink will automatically update your gate software to reflect that the tenant’s access code should no longer allow them through the gate.  Once the tenant has paid and is no longer past due SiteLink will automatically update the access code status to allow the tenant through the gate again.

I have a tenant who rents more than one unit, and at least one unit doesn’t show with the others on the Payments screen. How do I fix this?

When the same tenant rents multiple units in SiteLink they will be linked together by default.  These units should show together in a “Batch” version of the Payments screen.  When a unit does not show up on the Payments screen with other units the tenant has rented it means it was moved in under a “new” tenant record (with a same or similar name).

The “split” unit must be manually linked to the other unit(s).

Users can link units to the same tenant by following the steps below.

Click Company

Click Utilities

Press CTRL + SHIFT + T(all 3 keys at the same time).  This reveals the “Move Ledger to Another Tenant” button.

Click Move Ledger to Another Tenant

Select the unit on the left.

Select the correct tenant on the right. (Note: If the tenant names are the same use the Gate Code column to choose the correct name).

Click Transfer and verify the information in the prompt is correct before clicking “OK”

Click Close to exit the Transfer Lease screen.

Verify linking the units together was successful by confirming that the units show together on the Payments screen.

How do I change a Auction Date?

Click Operations

Click Task & Letters

Click Reverse: Scheduled Auction

Click the tenant

Click Process

Click Scheduled Auction

Click the same tenant

Click Process

Follow the prompts to enter Auction Date and Times accordingly.

 

Why do moved out tenants show in ‘Auctions’?

Facilities handle the auction process differently.

Some facilities will Auction the unit before move out while other Auction the unit after move out.

In order to handle both scenarios, units that were scheduled for Auction and moved out will still be displayed.

Once the move out unit has a balance of zero the unit will automatically be removed from Auction.

The unit can be credited or write off bad debt from Company, Moved Out Tenants.

Another option is to process the unit from the Auction event in Task and Letters.

 

 

Is there a setting for Do Not Accept Checks from a specific tenant?

From the Tenant Payment screen:

Click Edit Address(the notepad button next to the tenant name and address)

Check mark the box ‘Do Not Accept Checks’

How do I make a unit complimentary?

A complimentary unit is a unit rented at $0.

First the unit must be currently rented.

Secondly change the tenant rate to $0 in Payments, Ledger Settings.

You will be prompted to enter a reason for marking a unit as complimentary.

View current complimentary units  in Reports, Complimentary Units.

How do I search by check number?

To search for a specific check number:

Click Adjustments

Click NSF Payment Reversal

Click on any tenant

Type the check number on the right hand side and Search.

Can I enter unit contents for Auction Units in Sitelink?

You can create a list for the contents of a unit in SiteLink to be used later in Auction letters and other printed or emailed forms.

From the Operations screen, choose “Payments”

Choose the tenant record for the unit in which you wish to create a contents list.

In the contact information section on the left of the Payments screen choose the “Contents” tab, then click the edit button icon to the right of the Contents field.  If the tenant has multiple units, first you’ll need to choose the specific unit you are entering the contents for from the “Apply To” list at the top left of the screen.

Use the <Tenant.UnitContents> keyword to display the list you create on forms and letters in SiteLink.

If I change the default price of a unit does that change what the current tenant in that unit pays?

SiteLink tracks unit rates separately from the rates the tenants are charged.  These are referred to as the Standard Rate and the Tenant Rate, respectively.

When a unit is rented in SiteLink the Standard Rate is used to create a default price for that unit.  That price can be modified during the move-in or anytime after the move-in by changing the Tenant Rate.  This will not affect the Standard Rate.  The next time the unit is rented it will default to the same Standard Rate.

If the Standard Rate is modified for a rented unit it does *not* affect the Tenant Rate for the tenant currently renting the unit.  Modifying the Standard Rate for a rented unit only affects the default rate for the next time that unit is rented.

How can I enter a credit card payment transaction without charging the card through SiteLink?

When deleting and re-entering a payment in SiteLink that was entered as a Credit Card payment it’s important not to charge the customer’s card a second time (deleting a payment in SiteLink does not reverse the charges through your credit card processor automatically).  This is done in SiteLink with an “Offline” credit card transaction, which is very similar to entering a normal credit card payment.

From the Operations screen, choose Payments

Choose the Tenant account you need to re-enter the payment for and click Next

Fill in the amount of the original payment

Choose the credit card type for “Method”

Fill in at least a partial credit card number (SiteLink can accept the last 4 digits of the card number by preceding the number with an asterisk, e.g. *1234)

Fill in an expiration date (if the actual expiration date is unknown then the current month can be substituted)

Fill in the authorization number from the original receipt in the Authorization Code (offline transactions only) field.  If the original authorization code is unknown then the word “offline” can be substituted

Click OK and accept the prompts warning that the credit card will not be charged through SiteLink.

What’s the difference between a discount and a credit?

Discounts and Credits are considered two different types of concessions given to charges in SiteLink.

Discounts are always applied before tax (which affects the amount of tax that is calculated for the charge) and can only be applied at the same time a charge is created.  Common examples of discounts include applying a special during a Move-In or giving a percentage discount for a prepayment of several months.

Credits are always applied after tax and can only be applied to existing charges.  Common examples of issuing a credit include waiving a Late Fee and writing off charges as Bad Debt.

Discounts can be tracked in reports by the Discounts and Discount Summary reports.

Credits are tracked through the Credits Issued report.

I moved a tenant out by mistake. Can I reverse the move out?

Yes, Moved Out accounts in SiteLink can be reversed for up to 5 days after the move out is performed.  You can even reverse move outs after a Daily Close has been done.  It’s always preferable to reverse a move out instead of doing a new move in whenever possible.

From the Adjustments screen, choose Moved Out Accounts

Highlight the account that needs to have the move out reversed

Click Undo Move Out

Click Yes to accept the confirmation prompt

I made a mistake when setting up a tenant’s account for a new move in. Can I redo the whole thing?

Yes.  In SiteLink you can delete tenant accounts on the same day you create them.  An easy way to rectify mistakes for new move ins is to delete the account and perform the move in again.

From the Adjustments screen, choose “Ledger Adjustments”

Choose the tenant account to be deleted, then click Next

Click “Delete Account” on the bottom right.  Any payment receipts showing on the account will be deleted at the same time as the rest of the account.  (note: deleting a credit card payment does NOT automatically issue a refund through your credit card processor)

Click Yes to accept the confirmation prompt

Do I need to do a Daily Close? How often should I do one?

The Daily Close screen in SiteLink is meant as a way to verify the payment information SiteLink has matches the actual cash, checks, credit cards, and other transactions you have received for the period.  This allows you to catch discrepancies (like a missing payment, or a duplicate) and correct them before it’s too late.  It also offers protection against some potentially abusive activities like deleting payment receipts by locking payments and charges out from the ability to be deleted.

How often you should opt to do a Daily Close report depends on the frequency of payments for your facility.  Most facilities find doing a close once at the very beginning or very end of the business day to be sufficient.  Many sites do not have payment activity on a daily basis and do a close once a week or even once a month.  Some facilities (especially ones that accept online payments 24 hours a day) need to do multiple closes in a day to help track all of their payment activity.  There is no requirement to perform a Daily Close at any specific point in SiteLink and also no penalty for doing multiple closes per day.