When a tenant has an issue, this is usually their statement to you! "I tried to use your app to make a payment but it wouldn't work!" So to save you time, this is usually caused by one of two things. (Keep in mind there are hundreds of different type phones available today. Not all function the same and some phones will not support apps to be used.
- First step is always to ask the tenant to LOG OUT of the app and close the app completely. Then have the tenant LOG back in to the app and check to see if app is working properly.
- The tenant is late and decides to pay with your app. They successfully pay and then they call the manager complaining that they tried to pay a few days earlier, on time, but the app didn't allow them to pay. Here's what you can do! A manager can look in the Spiderdoor Dashboard under failed payments. It will show you exactly why a transaction didn't go through. You can also look in the Sitelink Bulletin board (if you use sitelink software) and there are notes there as well. Again it will tell you exactly why the tenant was declined.
- The tenant truly was unable to use the app and this could be because they haven't updated the app recently. Your app is just like all other apps. We are continually upgrading your app and adding new features and keeping your app up to date with advancing technology. Simply tell the tenant to update their app from the app store. Some people never update the apps on their phones and that can cause the app to malfunction. (Some older model mobile phones may require the tenant to delete the app completely from their phone and then download the new updated version of the app. (one video shows how to delete app from android phone. The other video shows how to delete app from iPhone.)
This first video shows the proper way to completely delete your locations app from an Android device.
iPhone - Apple Device
This next video will show you the proper way to delete an app from an iPhone
To help make this a bit easier, copy this link and email it to your tenant. It walks them through deleting the app from the phone.
Again, just click the link above and it will take you to a website that explains to your tenant exactly how to remove the app from their mobile device and then they can re download it.