The tenant profile is your primary source for tenant information. It contains the tenant's demographic data, all notices and documents sent by the software, a history of all activity and tenant notes, the tenant's ledger, and the tenant's current delinquency state.
To access a tenant's profile:
- Click the Tenant Icon on the left side of the screen.
- Click the name of the tenant you'd like to view
Alternatively, you can use the Wondersearch to go directly to a particular tenant's profile.
The initial screen that comes up when you select a tenant is the General tab. It is divided into 5 sections.
The General Information section contains the tenant's account number, name, address, business name, email address, phone number(s), address(es), driver's license details, license plate and vehicle description, invoice/receipt delivery preference, exemptions and Rental Center details.
Account Number: A seven digit number assigned by the storEDGE software to every tenant. It is required when tenants initially sign up for their online Rental Center account.
Email: Only one email address is allowed per tenant.
Phone: There are 6 available phone number types for a tenant's phone number.
Choosing the Mobile label will reveal an SMS check box if texting is turned on for your facility. Checking that box will allow you to send a text message to your tenant. There is no limit to the quantity of phone numbers you may associate with a tenant.
Address: There are 5 available labels for a tenant's address.
The tenant's primary address will be used in documents and letters generated by the software. There is no limit to the quantity of addresses you may associate with a tenant.
Invoice/Receipt Delivery: You can set the tenant's preference for receiving a monthly invoice to either be emailed to the tenant, printed and mailed to the tenant by you, printed and mailed to the tenant by the mail house*, or not sent to the tenant at all. If you choose to email the invoice to the tenant, all payment receipts and NSF letters will also be emailed.
*Additional fees apply for mail house delivered documents.
Exemptions: storEDGE offers two exemptions for tenants.
- Tax Exempt - Exclude the tenant from all sales tax charges.
- Delinquency Exempt - Exclude the tenant from all delinquency actions.
Rental Center: This section lists the username and last time the tenant logged in to his/her online account. You may also reset the tenant's password to his/her online account by clicking the Reset Password link.
Editing Tenant Details
You may have an unlimited number of additional contacts for your tenants. Click the New button in the Additional Contacts section to add a contact. Additional contacts may have a unique gate access code assigned to them.
The Recent Activity section of the General tab shows you the last 4 actions associated with this tenant. You can add notes to the actions or click the See all activity link to open the tenant's history page.
The Account Balance section of the General tab shows you the current paid through date, prepaid credit amount and balance due for each unit the tenant is occupying. Above this section is the Edit Upcoming Charges button. Click the button to add a one-time discount to the tenant's future charge or add merchandise to the tenant's future charge.
The Rentals section of the General tab shows you the details of the unit(s) the tenant rented including the move in date, lease number, gate code, billing cycle, rent rate, next rate change, insurance coverage, services, promos applied, waives and lien holder information.
Moved-in: The moved in date is assigned at move in and cannot be changed.
Lease Number: The lease number is a sequential number assigned at move in and cannot be changed.
Gate Code: If you have a gate, you can assign a gate access code to the tenant. If you have a gate integrated with storEDGE, you must assign each tenant a unique gate access code. If a tenant has more than one unit, they can have the same gate code for each unit.
Billing Cycle: The billing cycle is determined at move in. You can choose either a first of month billing cycle or anniversary billing cycle during the move in process. After the tenant has been moved in, the billing cycle cannot be changed. If the tenant moves into additional units, storEDGE will assign the same billing cycle/billing date to the new unit as the original unit and prorate the first month's rent as needed for the additional unit.
Autopay: If the customer is setup with autopay, this section will display the day of the month autopay is set to run as well as the next scheduled date autopay will run. See the Payment Methods tab to setup, edit or cancel autopay. If the tenant is not setup for autopay, this section will not be displayed.
Rate: This is the current monthly rent rate before sales tax.
Next Rate Change: If a rate increase has been scheduled, the new rent rate and effective date will be listed here. You can add, edit or cancel a rate change by clicking the Rate Change button. For additional details about changing rent rates or scheduling rent increases see the Changing Rent Rates help article.
Insurance: If the tenant has insurance coverage for the unit, it will be listed here. You can add or remove insurance from this unit by clicking the Edit Rental button at the top of the section. For additional details about adding or removing tenant insurance see the Insurance: Adding to or Deleting from Tenant Accounts help article.
Services: Recurring fees are referred to as services in storEDGE. If a tenant has a monthly recurring service fee on his/her unit, it will be displayed here. You can add or remove services from this unit by clicking the Edit Rental button at the top of the section. For additional details about adding or removing recurring service fees see the Recurring Fees help article.
Promos: Any rental promotion applied to the unit will be listed here. To edit or cancel a promotion, click the Edit Rental button at the top of the section. To apply a promotion, click the Apply Promotion button.
Waives: storEDGE keeps track of the number of waives applied to a unit and that count is listed here. If you would like to limit the number of waives per unit, adjust your Tenant Settings.
Lien Holders: Any lien holder information entered during the move in process will be listed here.
The Documents tab contains a list of all documents associated with the tenant. Click the View button to see the document. Click the Send button to email the document to the tenant. Note: a valid email address must be in the tenant's General Information section in order to email documents to the tenant. If a document has been emailed, the Status column will indicate whether the email bounced, was delivered, was opened, etc. In addition to indicating the status of the email, an Open button will be available to see the complete details about the email that was sent and give you an opportunity to resend the email if needed. For more information on email status see The Communications Tab help article.
Scanned documents or images uploaded to the tenant account will also be found in the Documents Tab. For more information on uploading images or documents see the Image Capture help article.
The History tab displays all of the activity associated with the tenant. The Source column will display the user associated with the activity. If the Source is blank, the activity was an automated action taken by the software.
All tenant notes and SMS messages are also listed in the History tab. Click the Filter by dropdown menu to filter the list to show only notes or only SMS messages. You can also add notes to an activity by clicking the Notes button on the line item.
The tenant ledger provides a comprehensive look into a unit's balance and financial history. You'll visit this area of a tenant profile when trying to view account status, see all financial transactions, generate an account statement or apply credits, waive fees, add fees, reverse payments, refund payments or void invoices. For more information about the Ledger tab see the Navigating the Tenant Ledger help article and the Understanding Ledger Views help article.
Payment Methods Tab
The Payment Methods tab is where you will add, edit or delete saved credit cards or ACH details. This is also where you will setup autopay for your tenants. A valid merchant account integrated with your storEDGE account is required in order to take credit card or ACH payments.
To save a credit card on file or setup autopay, follow these steps:
- Click New in the upper right corner.
- Use your card reader, or click the radio button on the left to enter in the Debit/Credit or ACH/eCheck information.
- You can elect to sign the tenant up for autopay by checking the box beside the unit(s) that will automatically be billed to the card and choosing a date on which the payment will occur from the dropdown menu.
- Click Save.
If the tenant’s payment method is already on file and you wish to sign them up for autopay, click Edit next to the payment method. At the bottom of the screen, check the box next to the units that will be automatically billed from the card and choose a date on which the payments will occur from the dropdown menu. Click Save when you’re finished.
Note: Tenants can have multiple payment methods saved on file. In addition, if the tenant has multiple units, they can have different payment methods set to automatically pay specific units.
Gate Access Tab
The Gate Access tab is divided into two sections. The top section contains the time zone or keypad zone the tenant has access to depending on the gate software in use. All tenants are initially set to the default time zone or keypad zone setup in the gate integration settings. You can change the time zone or keypad zone for the tenant by clicking the Override Settings link. The time zone or keypad zone fields require a single digit number. Check your gate software's time zone or keypad zone setup to determine which numbers to use in these fields.
The second section of the Gate Access tab contains the gate codes and lockout status for each unit the tenant is occupying. Utilize the Gate Lockout Delinquency Stage to have storEDGE automatically lock tenants out of the gate when they become delinquent or manually lock them out by checking the Locked Out box. To ensure a tenant is never locked out of his/her unit, check the Locked Out Exempt box.
Note: The Gate Access tab will only be visible to those facilities who have their gate software integrated with their storEDGE account.
When a tenant has not paid his/her monthly rent charge and reaches the Delinquency Starts Stage in the Delinquency schedule, the Delinquent tab will be activated. At the top of this section you'll see the delinquency policy storEDGE utilizes. The standard policy is once a tenant enters delinquency, the tenant cannot exit delinquency until the rent balance is paid in full. You can adjust the policy slightly by utilizing the options in Advanced Delinquency Stages.
Below the delinquency policy statement you'll see a tab for each delinquent unit the tenant is occupying. The one-time delinquency stages will be listed by effective date. Recurring delinquency stages will be added on the day of the recurring event.
Delinquency stages are made up of automatic actions performed by the software and manual actions performed by you. Any action you need to perform will be denoted with a Complete button. Click that button to update the tenant's record to indicate you've completed the action. Once an action has been completed, an Undo Complete button will appear. Utilize this button in the cases where a mistake was made and the action should never have been marked as complete. Also utilize this button to repopulate letters and notices with updated information. For example, if the Notice of Past Due Rent was generated on Monday but you didn't have a chance to send it out until Friday, printing the document on Friday would normally give you the document with data in it as of Monday. If you click the Complete button, then the Undo Complete button and then the Complete button again, that prompts the system to regenerate the document with data as of Friday.