Frequently Asked Questions
Getting Started
Q: How long does it take to set up Stortech?
A: Most facilities are set up and accepting bookings within 1-2 days. Day 1 involves account creation, payment setup, and facility configuration (3-4 hours). Day 2 covers adding units and launching your storefront (2-3 hours). Payment verification happens in the background and doesn't block setup.
Q: Do I need technical experience to use Stortech?
A: No technical experience is required. Stortech is designed for facility owners without technical backgrounds. The platform provides step-by-step guidance and comprehensive support.
Q: What information do I need before starting?
A: Business information (legal name, tax ID), banking details (business bank account), facility details (address, units, pricing), and contact information. See our Setup Checklist for the complete list.
Q: Can I change facility information after setup?
A: Yes, most facility information can be updated after setup. However, major changes like legal business name may require verification and could affect payment processing.
Payment Processing
Q: Why is Stripe Connect required?
A: Stripe Connect handles all payment processing, automatic billing, and secure transactions. It's required for accepting customer payments, processing subscriptions, and depositing funds to your bank account.
Q: How long does Stripe Connect verification take?
A: Usually 1-3 business days. Simple cases may be instant, complex cases can take up to 7 days. You'll receive email updates throughout the process.
Q: Can I use my existing Stripe account?
A: No, you must create a new Stripe Connect account through Stortech's setup process. This ensures proper integration and compliance.
Q: What if my Stripe Connect application is rejected?
A: Stripe provides specific rejection reasons. Common issues include incomplete documentation or business information. Contact support for help with resubmission.
Units and Pricing
Q: What's the difference between unit types and individual units?
A: Unit types are categories (Small, Medium, Large) that define pricing and features. Individual units are the specific rentable units (A101, B205) within each category. You create unit types first, then add individual units to each type.
Q: How should I price my units?
A: Research local competitors, consider your costs (mortgage, utilities, maintenance), and factor in special features like climate control. Start with market rates and adjust based on demand.
Q: Can I create units in bulk?
A: Yes, Stortech supports bulk unit creation for facilities with many similar units. This allows sequential numbering and consistent setup for efficiency.
Q: How do I change unit pricing?
A: Pricing is set at the unit type level. Update the unit type pricing, and it applies to all units of that type. Existing customers typically keep current pricing until renewal.
Customer Management
Q: What's the correct phone number format?
A: Enter exactly 10 digits with no formatting. Correct: 4389652147. Incorrect: (438) 965-2147 or 438-965-2147.
Q: When do I need to create contacts manually?
A: Only for walk-in customers, cash/check payments, or phone bookings. Most contacts are created automatically when customers book online.
Q: How do I handle failed payments?
A: Contact the customer immediately, explain the payment failure professionally, request an updated payment method, and offer alternative payment options.
Q: Can customers change their own information?
A: Customers can update some information through their account portal. For major changes or if they can't access their portal, you can update their information directly.
Billing and Finance
Q: How does automatic billing work?
A: Monthly rent is charged automatically on the customer's billing anniversary date. Invoices are generated and emailed, payments are processed automatically, and funds are deposited to your bank account.
Q: When are late fees applied?
A: Late fees are applied automatically after the grace period expires (typically 5-7 days after the due date). Customers receive notifications when late fees are added.
Q: Can I waive late fees?
A: Yes, you can waive late fees for legitimate reasons like first-time late payments, system errors, or genuine hardship situations. Document the reason for the waiver.
Q: How do I process cash payments?
A: Access the customer account, select the outstanding invoice, choose "Cash Payment" as the method, enter the amount received, and update the invoice status. Generate a receipt for your records.
Promotions and Marketing
Q: Why can't I edit promotions after creating them?
A: Promotions cannot be edited due to payment processing complexity. To change a promotion, you must delete the existing one and create a new promotion with updated terms.
Q: How are promotions applied to customers?
A: Promotions are applied to unit types, not directly to customers. When customers book a unit type with an active promotion, they automatically receive the promotional pricing.
Q: Can I limit promotional units?
A: Yes, you can set quantity limits when creating promotions to control the number of units available at promotional pricing.
Q: What's the maximum file size for storefront images?
A: All storefront images have a 2MB maximum file size. Use JPG or PNG formats for best compatibility.
Technical Issues
Q: I can't log into Stortech. What should I do?
A: Check your email and password spelling, try clearing browser cache, use a different browser, and check for account notifications. If issues persist, use the password reset function.
Q: The platform is running slowly. How can I improve it?
A: Close unnecessary browser tabs, clear browser cache, check your internet connection, and try a different browser. If problems persist across browsers, contact support.
Q: Customer emails aren't being delivered. What should I do?
A: Verify the email address in the customer record, ask the customer to check their spam folder, and try sending a test email. Consider using an alternative contact method if needed.
Q: Unit availability is showing incorrectly. How do I fix this?
A: Refresh your dashboard, clear browser cache, check unit status in individual unit management, and wait 5-10 minutes for synchronization. Update unit status manually if incorrect.
System Features
Q: Can I manage multiple facilities?
A: Yes, Stortech supports multiple facilities under one account. Each facility operates independently with its own pricing, customers, and settings.
Q: Is there an API available?
A: Yes, API access is available for advanced integrations. Contact support to discuss your requirements and obtain access credentials.
Q: Can I export my data?
A: Yes, you can export customer data, unit information, financial reports, and other data through the reporting system. Various formats are available including Excel and CSV.
Q: Does Stortech work on mobile devices?
A: Yes, Stortech is fully responsive and works on smartphones and tablets. Both the management platform and customer storefront are mobile-friendly.
Business Operations
Q: How do I handle walk-in customers?
A: Guide customers through the online booking process if possible. For customers needing manual assistance, create a contact first, then process a manual booking with their preferred payment method.
Q: What do I do if a customer abandons their unit?
A: Follow local regulations and your facility policies. Document attempts to contact the customer, secure the unit contents, and begin any required legal processes.
Q: How do I handle customer move-outs?
A: Schedule a unit inspection, process final payments, arrange deposit refund according to your policy, and update the unit status to available.
Q: Can I offer discounts to existing customers?
A: Yes, you can create manual invoices with adjustments, offer promotions on additional units, or provide service credits. Document any discounts given and the reasons.
Integrations and Advanced Features
Q: Does Stortech integrate with accounting software?
A: Integration capabilities are expanding. Contact support to discuss specific accounting software needs and available options.
Q: Can I integrate with gate access systems?
A: Stortech will integrate with gate access providers like ICT and Storlogix. Contact support for current integration status and setup assistance.
Q: Is there a mobile app for managers?
A: Stortech is web-based and works fully on mobile browsers. A dedicated mobile app may be available in the future.
Q: Can I customize the look of my storefront?
A: Yes, you can customize your storefront with your logo, photos, colors, and content. Advanced customization options may be available for enterprise customers.
Pricing and Plans
Q: How much does Stortech cost?
A: Stortech uses a subscription model based on the number of units in your facility. Check the pricing page on our website for current rates, or contact sales for custom pricing.
Q: Are there setup fees?
A: Setup assistance is typically included with your subscription. Custom setup services may have additional costs depending on complexity.
Q: What are the payment processing fees?
A: Stripe charges standard payment processing fees (typically 2.9% + 30¢ per transaction). High-volume facilities may qualify for custom pricing.
Q: Can I cancel my subscription anytime?
A: Yes, but check your contract terms for any notice requirements. Your data remains accessible during any transition period.
Support and Training
Q: What support is available?
A: Email support (24/7 submission), live chat (business hours), phone support (by appointment), and comprehensive documentation. Emergency support is available for critical issues.
Q: Is training included?
A: Basic platform training is included with setup. Additional training sessions may be available for complex features or large teams.
Q: How quickly does support respond?
A: Critical issues: 1-2 hours, urgent problems: 4-8 hours, standard questions: 24 hours, general inquiries: 48 hours.
Q: Is there a user community or forum?
A: Currently, support is provided directly through our team. A user community may be available in the future.
Data and Security
Q: How secure is my data?
A: Stortech uses industry-standard security practices including encryption, secure data centers, regular backups, and compliance with privacy regulations.
Q: Can I backup my data?
A: Yes, you can export your data regularly. Stortech also maintains system backups for disaster recovery purposes.
Q: Who has access to my customer data?
A: Only you and authorized users on your account can access your customer data. Stortech staff may access data only for support purposes with your permission.
Q: Is Stortech GDPR compliant?
A: Yes, Stortech follows privacy best practices and can assist with GDPR compliance requirements for international customers.
Getting More Help
Q: Where can I find more detailed guides?
A: Check our complete knowledge base for detailed guides on all features and processes.
Q: How do I request new features?
A: Contact support with your feature suggestions. We regularly review customer feedback for product development priorities.
Q: Can I get one-on-one training?
A: Yes, personalized training sessions can be arranged. Contact support to schedule training that fits your needs and schedule.
Q: What if I need custom development?
A: For unique requirements, contact our team to discuss custom development options and enterprise solutions.
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Still have questions? Contact support at [email protected] or check our Common Issues guide for troubleshooting help.