When an invoice's automatic charge fails for the first time on an active lease, Stortech now sends you an alert email — instead of you discovering the problem only the next time you visit the Invoices page.
When this email is sent
Only once per invoice. Only on the first failed attempt to charge an invoice. Stripe's subsequent retries on the same invoice do not send another alert.
Active leases only. Only for an active lease (an already-cancelled lease does not trigger it).
Who receives it
Owners and team members with access to the facility — the same list that receives your other operator notification emails. This list is managed under Site settings → Team.
This alert can also be turned off for the whole facility in your email preferences. If nobody receives it even though a payment really did fail, check there first: see Choose the emails you receive.
What the email contains
The customer and unit. The customer's name and the affected unit number.
The amount. The amount due.
The precise decline reason. A plain-language sentence explaining why the payment failed — for example "Insufficient funds on the customer's card" or "The customer's card was declined. They need to update their payment method." — instead of a bare failure notice.
A direct link. A link to the lease record.
This alert is an internal operator email, separate from customer-facing emails (like Automatic payment failed, visible under Notifications → Email templates): it has no in-app preview page.
See the reason directly in Stortech
The same precise, translated reason is also visible without waiting for the email: a warning icon with a tooltip appears on the status pill of a failed open invoice, both on the Invoices list and on the related lease record (Billing section). On the invoice's own page, the reason is added to the Recent activity entry that logs the failure — it stays visible even after a later successful payment, as a record of what happened.
What to do next
This email is only an alert: it doesn't change anything about the invoice or the customer's access. To diagnose the exact cause and know what to do, see Declined or failed payment.