Common Issues & Quick Solutions
Login and Access Issues
Can't Log Into Stortech
Symptoms: Login page rejects credentials or won't loadQuick Solutions:
Check credentials: Verify email and password spelling
Reset password: Use "Forgot Password" link if unsure
Clear browser: Delete cookies and cache for Stortech
Try different browser: Test in Chrome, Firefox, or Safari
Check email: Look for account suspension notifications
When to contact support: If login fails after trying all steps above
Platform Running Slowly
Symptoms: Pages load slowly, buttons don't respond quicklyQuick Solutions:
Close other browser tabs: Reduce memory usage
Clear browser cache: Delete temporary files
Check internet: Test connection speed
Try incognito mode: Rule out browser extensions
Switch browsers: Use different browser temporarily
When to contact support: If slowness persists across browsers and devices
Payment Processing Issues
Customer Payment Declined
Symptoms: Automatic payment fails, customer can't pay onlineImmediate Actions:
Contact customer: Explain payment failed professionally
Request new payment method: Ask for different card
Check card details: Verify expiration date and info
Try manual processing: Process payment through dashboard
Offer alternatives: Cash, check, or different card
Follow-up:
Update customer's saved payment method
Set reminder to ensure next payment processes
Document issue in customer notes
Stripe and Stortech Records Don't Match
Symptoms: Different payment amounts between systemsResolution Steps:
Wait 24 hours: Allow for processing delays
Check transaction IDs: Match specific transactions
Compare date ranges: Ensure same time periods
Refresh both systems: Update displays
Document discrepancies: Note specific differences
When to escalate: If discrepancies persist after 48 hours
Customer Booking Issues
Customer Can't Complete Online Booking
Symptoms: Customer reports booking process failsTroubleshooting:
Test booking yourself: Use different browser/device
Check unit availability: Verify units are actually available
Test payment processing: Ensure checkout works
Check storefront: Verify public site loads properly
Offer manual booking: Complete booking over phone
Prevention: Regularly test your booking process end-to-end
Unit Showing Wrong Availability
Symptoms: Units appear available when they're occupiedQuick Fixes:
Refresh dashboard: Update unit status display
Check unit details: Verify actual status
Update manually: Change status if incorrect
Clear browser cache: Force page refresh
Wait 5-10 minutes: Allow system synchronization
Follow-up: Review recent bookings for data entry errors
Unit Management Issues
Can't Change Unit Status
Symptoms: Status dropdown won't save changesTroubleshooting:
Check permissions: Verify you have edit access
Try different browser: Rule out browser issues
Check for pending bookings: Customer may be in booking process
Refresh page: Reload and try again
Log out and back in: Reset session
When to contact support: If status changes consistently fail
Access Codes Not Working
Symptoms: Customer can't access unit with provided codeImmediate Response:
Verify code in system: Check what code is recorded
Test with master code: Ensure access system works
Check code format: Verify correct number of digits
Try backup access: Use physical keys if available
Generate new code: Create fresh access code
Follow-up: Test new code before giving to customer
Customer Communication Issues
Emails Not Reaching Customers
Symptoms: Customers say they're not receiving emailsResolution Steps:
Check email address: Verify spelling in customer record
Ask about spam folder: Customer should check junk mail
Try different email: Use alternate address if available
Test email delivery: Send test message
Use alternative contact: Call or text customer
System Check: Verify email settings and delivery status
Customer Can't Access Account Portal
Symptoms: Customer portal login failsSupport Steps:
Verify customer information: Check account details
Reset customer password: Help them reset access
Check account status: Ensure account is active
Test portal access: Verify system works
Provide manual assistance: Help with account tasks
Data and Synchronization Issues
Customer Information Not Updating
Symptoms: Changes to customer data don't saveTroubleshooting:
Check required fields: Ensure all mandatory fields complete
Verify data format: Phone numbers, email format
Try smaller changes: Update one field at a time
Clear browser cache: Force page refresh
Log out and retry: Reset session and try again
Data Validation: Ensure information meets format requirements
Unit Counts Don't Match Reality
Symptoms: Dashboard shows wrong number of available unitsResolution Process:
Manual count: Physically verify unit statuses
Check recent changes: Review status change history
Update incorrect units: Manually fix unit statuses
Refresh reports: Regenerate occupancy reports
Document discrepancies: Note what was wrong
Quick Diagnostic Questions
For Any Issue
When did the problem start?
Does it happen consistently or intermittently?
Have you tried refreshing the page?
Are other users experiencing the same issue?
What browser and device are you using?
For Customer Issues
Can you reproduce the customer's problem?
Have you tested the process yourself?
Is this affecting multiple customers?
What error message (if any) appears?
For Payment Issues
What payment method was used?
When was the payment attempted?
Are there any error codes?
Has this customer paid successfully before?
When to Contact Support
Immediate Support Needed
Platform completely inaccessible
All payment processing failing
Multiple customers affected
Data loss or corruption
Security concerns
Standard Support Request
Single customer issues
Feature questions
Configuration help
Training needs
Non-critical bugs
Information to Include
Detailed problem description
Steps to reproduce issue
Screenshots if helpful
Customer information (if relevant)
Browser and device information
Timeline of when issue started
Preventing Common Issues
Daily Maintenance
Test booking process weekly
Review payment processing daily
Check email delivery regularly
Monitor unit status accuracy
Verify customer contact information
Proactive Monitoring
Watch for system notifications
Review error logs periodically
Test key functions regularly
Keep customer information updated
Monitor customer feedback
Staff Training
Ensure all staff know basic troubleshooting
Regular training on new features
Clear escalation procedures
Documentation of common solutions
Customer service best practices
Emergency Procedures
System Outage
Check system status page
Try accessing from different location
Contact support immediately
Notify affected customers
Document downtime and impact
Payment Crisis
Stop automatic payment processing if needed
Contact support for immediate assistance
Communicate with affected customers
Manual payment processing if possible
Document all manual transactions
Data Emergency
Stop all data entry immediately
Document what was happening when issue occurred
Contact support with "URGENT" priority
Do not attempt to "fix" data issues yourself
Preserve evidence of the problem
Self-Help Resources
Quick Reference Guides
Video Tutorials
Basic platform navigation
Creating manual bookings
Processing payments
Managing customer accounts
Next Steps
If you can't resolve an issue using this guide, continue to Contact Support for detailed assistance options.
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