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Understanding the Terms - Leads and Tenants Reservation Settings How to add a Lead How to Reactivate a Retired Lead Ways to Reserve a Space Converting a Lead or Reservation to a New Tenant Moving in a Lead Documents and Digital Signatures Transferring an Existing Tenant to a New Space Rent a Space as a Business! Access Control Updating and Cancelling a ReservationAuctions Overview Scheduling an Auction Viewing and Adding Auction Information Modifying a Scheduled Auction How to Cancel a Scheduled Auction? Taking Auction Payments Moving Out the Tenant and Closing Lease After Auction Handling and Refunding Cleaning Deposits Scheduling an Auction from the Auction Manager Configuring the Tenant Mobile ManagerTenant Profile Overview How to Take a Payment from a Tenant Updating Tenant Information Understanding the Delinquency Timeline Communications Overview Understanding Space Settings and Information from a Tenant's Profile Promotion and Discount Management Saving a Payment Method/Autopay Selling Merchandise Generating a Document for your Tenant Accepting an Inter-property Payment Updating Gate Access Creating an Invoice from a Tenant's Profile Linking Contacts in Hummingbird Adding a New City for Your Tenants Generating and Sending Documents via Multiple Delivery Methods Generating and Saving Documents Without Selecting a Delivery Method Archiving and Unarchiving of Document Denying Online Payments Understanding Space Types Configuring Email and SMS Templates Adding Contacts to the Do Not Rent (DNR) List in Hummingbird
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Configuring Website CMS Settings City Content Settings Company Blogs Settings Website Coupon Settings FMS Initial Setup Local Blogs Settings Location and Street View Settings Name and Address Info Settings Property Coverage Settings Property Email Notes Settings Property Media Settings State Content Settings Website General Settings Website Promotion Settings Website Social Media Settings Introduction to Alt Tags Clear Cache Company Pages Settings Hours and Amenities Settings Legal Pages Settings Storage Tips Settings Website General Pages Settings Website Themes Files Settings Tracking Script Settings Website API Keys Mariposa H1 Tags Website Storage Types Settings (Corporate Feature Pages)
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Get to Know Hummingbird - Our Property Management Software Hummingbird Customer Journey How to Use Hummingbird Creating Customized Views for Hummingbird Modules Hummingbird Glossary Adding a New User in Hummingbird Creating a User Role in Hummingbird Adding Spaces within Hummingbird Adding an Additional Space for an Existing Tenant Hummingbird Application Launcher Configure Do not Disturb Settings for Communications
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If an Auction has already been processed, can you add an additional fee for your previous tenant? Can you schedule an auction without a prompt from Hummingbird's Delinquency Automation? If a tenant's Space goes into auction, do they have to be notified when Space is sold and the winning bid amount? If a tenant's space goes to auction, are they notified of the winning bid amount and if the space is sold? What is the minimum amount required for a scheduled auction to close?Are taxes on a rental payment applied prior to applying a promotion? Are taxes applied on late fees? If a property is on anniversary billing and a transfer occurs, what would be the new billing date? If there are two open invoices and a tenant makes a partial payment, which invoice will the payment get applied? While catching up with an account that is past-due for a few months, in what order is a payment applied? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? How many days before the due date is an invoice generated? How often are invoices sent to tenants? What happens to an invoice amount when a tenant vacates a Space mid-month? How is tax applied to an invoice? What happens to the excess amount if a tenant overpays an invoice? Is there a difference in tax rates for different types of storage Spaces? How are taxes handled if a tenant rents a Space in a different state? What happens if there is a change in tax rates for a state? how do they reflect on invoices? Can you add additional discounts or promotions for tenants on a multi-month billing cycle? How are these applied? If you change the billing day for a lease with a quarterly or annual payment cycle, when does it come into effect? If invoices are not paid on time, in what order does a subsequent payment get applied? Also, in what order does a payment apply across invoice lines - Rent, Coverage, Taxes, Late fees, etc.? Is a tenant eligible to receive certain discounts on rental rates if they pay for multiple months in advance? Does Close of Day support petty cash? Do you need to Close the Day every day to ensure there are no financial or accounting errors? Are the Available Payment Types on invoices configurable? For anniversary billing sites, does the billing cycle need to match when an existing tenant adds a new space?Are leads automatically created for incoming calls? How can a district manager listen to past calls? What is expected behaviour if no agents answer the call? What is the expected behaviour for a signed-in agent if another agent answers a call before they do? What is the behaviour if multiple tabs are open for a signed-in Charm agent and a call comes in? Can agents manually enter credit card numbers when they are on a charm call? How long does the user have to enter their card number before entry times out? What happens if the user enters invalid data for card number, CVV, or expiration date? What happens if the user enters card data that passes field validation but results in a payment processing error? (Issuer rejection or payment gateway error) Can a Hummingbird user present a card payment using a payment terminal if they are on a charm call? Does the caller have to re-enter all card information if a card payment is rejected by the payment processor? As an agent, I briefly hear a phone ringing sound (as if I’m phoning someone) when I pick up the call. Why and what does this mean? What is the caller’s experience if they are placed on hold? I moved the Toast to the bottom of the page, but it disappeared. How can I make it reappear? Is the agent availability status retained when an agent logs out and logs back in? Is it possible to delete a call recording or voicemail from Charm? Why does Charm immediately hang up on the caller when pressing the green answer button to take a call? Can we take calls directly on cell phones? How does call forwarding work, and how many people can be included? Does my browser need to stay active to hear Charm call notifications? Will calls be missed if the browser goes to sleep? Why does the “Retired” lead status not change to “Active” if a retired lead calls the property? Why does the call length value in Charm Phone Call Log Report not match the length of the call recording?What does an Overlock do in the Delinquency Process? Can you create a manual task outside of the Delinquency Automation and have that task be reoccurring? How much does a delinquent tenant have to pay in order to become current again? What are the supported delivery methods for generating documents during delinquency? If a tenant changes their delinquency structure (for example, the lien fee days from 35 to 30), does this impact all tenants or only new ones that go into lien? Can you send delinquency notices to the business representative? If there are two alternate contacts for a Space, will both of them receive delinquency notices?Can a gate access code have alphanumeric characters? What is the maximum allowed length for a gate access code? Can you modify a gate access code length? If a tenant rents more than one Space in the same property, can the same access code be set for all rented spaces? Can a family member or contact of a tenant be assigned their own gate access code? Does Hummingbird allow excluding certain values for use as gate access codes for security purposes? When linking contacts in Hummingbird, does the Access Code need to match for both contacts? Are DaVinci lock codes sent to all online rental customers despite their ID Verification status? Can you disable gate codes from being included in the automated rental emails if your property uses gate fobs instead?What is the difference between Hummingbird properties and Non-Hummingbird properties? Can you search for tenants using their phone numbers? How to make new feature requests? Why does Hummingbird ask permission to use my microphone when logging in? What services does Hummingbird Integrate with? How can you subscribe to new applications? What is the Base Rent, and how is it calculated? How does lead retirement work, and can you customize it?Is there a way to add YouTube videos on the website, within a company page? Can tenants update their email and contact information via the online portal? If a tenant updates their address on the website, will the address in Hummingbird also be updated? Where can you modify Soft Reservation Notification emails? How do you set up a discount to be applied at online checkout? Do you have to use a discount code? How do you publish content for a date in the past? Can you change the unit illustration image displayed on the self-storage website? Is there an option to mandate Autopay for all tenants when they pay online? Can you modify the reservation days on the self-storage website? What are advance reservations and how do you enable them? How do I add a marketing banner at the top of the self-storage website? How can you change the email address from which messages are sent to tenants? Where can you modify the "Size Disclaimer" text on the website? If the 15-minute hold timer expires while the customer is still on the Rent Now Mariposa screen, will they have to restart or will a new unit be assigned? If different Rate Variance settings are specified in the FMS Initial Setup and Website General Settings, which one takes precedence? Does Mariposa/Incode accept passports as a valid ID during the online rental process? If No, then which IDs are accepted? What is the significance of "Enable Account Edit" in the FMS Initial Setup section of Website CMS settings? Can you integrate XPS live chat with Mariposa? What is the difference between Enable Cart Abandonment" and "Email Abandoned Rental Notification" in the FMS Initial Setup section of Website Settings? What is GDS ID?How do I ensure that Automatic payments (Autopay) is enabled for all the upcoming rentals at my property? What is the difference between Refunds, Offline Reversals, and Chargebacks? Which Terminal is Recommended for Tenant Payments for Accepting Card payments by Swiping/Tapping/and Typing Pin? A tenant has a prepaid balance and Autopay enabled. How is the payment deducted, from the prepaid balance or their card since Autopay is enabled? Why is there a Void option for Cash payments in addition to Refund? What does each signify? How can you know if a payment was made from a One Time Payment Link? Does Autopay provide additional discounts on rentals? Does a tenant incur any additional fees for making rental payments with a credit card? How long does it take to deposit an ACH payment? While catching up with an account that is past-due for a few months, in what order is a payment applied? While taking a payment from a tenant via Check, how do I record the amount associated with the check in Hummingbird? What is a Paid through date? How do you know when there is a payment failure? Can you find details about a failed transaction? When autopay fails (for reasons like NSF), when is the NSF fee applied, at the first failure or after all the attempts run? Is there a way to perform a merchandise return/refund that is sold to a walk-in customer who is not a tenant? Can I refund credit card transactions anytime in Hummingbird, or is there a limit on the number of days? Can you re-issue the same invoice after its voided? Which payment methods are supported for one-time payment links? If an Autopayment was made today, can a user void it the same day? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? Why is there an ability to set Autopay to re-run for 'X' days after the billing date? What is the difference between a Variable Fee and a Fixed Fee? How to Issue a Refund to a Tenant Why must customers manually link each unit to their online account, even if they are already linked in Hummingbird? Why can't all units associated with their info or the first linked unit be automatically pulled in? Is there a log of changes when a tenant updates their account information? Are tenants required to sign an Autopay addendum when enrolling or is this only a requirement in certain states/a preference for certain operators? How can you waive a month’s rent, late fees, advertising fees, etc. for a tenant? Does the CC Chargeback option refund a payment to a tenant or just removes it from the ledger?How to set up recurring reporting within Hummingbird? What do you do if the Lease does not get generated or is incorrect? Is there a Report that shows all the transactions that occurred through Tenant Payments? Is there a report that shows how much is collected in late fees? Is there a report that shows past tenants? Can you set up Hummingbird to generate activity logs for tasks performed by Property Managers? How do I know the origin of a Payment (i.e. via payment terminal, autopay, on file/manual, etc.) in a Financial Report? Is there a report that can provide information regarding Chargebacks? Is there a report that shows which user retired a lead? What do you do if you get a timeout error while downloading a report for all your properties? Is there a report that shows the Tenants’ Credit Card Expiration Dates? Why does the Rent Change Summary in MSR not match with the Rent Change information in the Rent Management Module?If a Tenant reserves a Space and they don't move in, will the Space go back into inventory automatically or will the manager have to manually take action? Does Hummingbird allow screening for blacklists in the rental flow? When a rental/reservation is initiated, there is an option to choose “how did you find us”. Is there a report to find how many times a source was selected? Can you see who Moved in and Moved out every month on the Dashboard? Where can you update a tenant's vehicle information after a move-in? How can you add the vehicle details after the tenant has signed the lease and moved in? When renting as a business, is the lease agreement generated with the business representative's name? Can you change a business profile to an individual profile? How can you view the Rental Abandonments in Hummingbird? Where can you find a record of the Lead Source information captured while moving in leads? Is there an option to restrict online reservations when only one unit remains available? When you make a reservation, is the price listed at that time saved even if rates change later?If you have a Prorize integration, can you make rent changes for your tenants? A tenant has a scheduled rent change for February and an existing invoice with a prepaid amount. Will the invoice be updated to the new rent amount on the Rent Change's effective date? Can a rental rate increase be applied in the middle of a payment cycle? While uploading a file in the Rent Change Queue, can I add new tenants or only the existing tenants whose rent is due for adjustment? What is the preferred file format? Are the rent plan defaults only available for value pricing or can you assign an automated rent plan to a space with no value tiers? Is the "Last Rent Change (Days)" column in the Rent Change Queue based on the current date or the effective date of the scheduled rent change? If an automated rent change is delayed due to an issue, and the system would normally approve it automatically, why would it then require manual approval? Is there an extra background check for these rent changes?How do I enable a user to Write off a past-due amount for a tenant as a loss to the property? If you’re unable to change a user’s role or permission, what could be the reason? Which permission controls whether a user can edit the autopay bill date? What can a user with No Permissions do and see within Hummingbird?How do I disable the functionality of sending monthly invoices to tenants via email? Let’s say, you have sent out an SMS in bulk to your tenants but some of them cannot see it in their Communications in Hummingbird. What could be the reason for this? Are property specific Email/SMS do not disturb settings based on the time zone where the property is located? Can you make alternate contacts mandatory? Can notes be deleted from a tenant profile? Can we resend failed documents via SimpleCertified in Hummingbird, or can we only download the failed documents and manually mail them out?What is Value Pricing? How Does Value Pricing Work? What needs to be configured for Value Pricing to work? Which views need to be enabled for Value Pricing to work? Can I change the name of the Value Pricing Tiers? What is Space Scoring? Does Space Scoring impact whether a unit is categorized as Good, Better, or Best? What does Custom Value Pricing do? Can I assign Rent Plans to my Value Pricing Tiers? Why don’t some units appear in Grid and List view?Why is my payment getting rejected? Possible Duplicate Request Invalid Service Expired Card Inactive Terminal (Backend) Cannot Complete Because of Violation Do Not Honor Invalid From Account Suspected Card Insufficient Funds Withdrawal Limit Exceeded Invalid Card Suspected Fraud Customer Requested Stop of All Recurring Payments from Specific Merchant PIN Attempts Exceeded Invalid Amount General CardAuth Decline
Configuring the Tenant Mobile Manager
Table of Contents
Access and Permissions
Cut Lock and Space Inventory
Accessing the Tenant Mobile Manager
Log in via OTP
Prerequisites to Receive OTP and Log In Successfully
Log in via Username
Accessing and Updating a Task
Creating a Maintenance Task
Marking a Maintenance Task Complete
Overlocking a Property
Removing Overlock for a Property
Notifications
Tenant Mobile Manager is the mobile companion to Hummingbird, designed for property managers who work in the field, away from Hummingbird’s full feature set. This release focuses on delinquency tasks, such as managing overlocks and preparing for auctions. It also offers offline task management, boosting productivity and minimizing compliance risks.
- Simplify Field Work: Easily complete overlock and auction-related tasks.
- Offline Functionality: Work seamlessly without internet access, with automatic syncing when reconnected.
- Enhance Accuracy: Minimize errors and compliance risks.
- Streamline Tools: Eliminate the need for fragmented tools by consolidating workflows in a single mobile solution.
The key features include:
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Overlock Management
- Add and remove overlocks with support for real-time or offline workflows.
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Auction Preparation
- Capture photos and ensure task accuracy with tools designed for auction preparation.
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Offline Task Management
- Complete tasks offline with automatic syncing when internet connectivity is restored.
By replacing manual processes with a streamlined, mobile-first solution, Mobile Manager improves task accuracy, reduces compliance risks, and enhances overall productivity. When paired with Hummingbird’s Auction Manager, it delivers a seamless, end-to-end delinquency workflow that optimizes efficiency and compliance.
Note: If the task is generated through delinquency automation, you can complete Space Inventory in the Mobile Manager app, enabling field completion. To use Mobile Manager for Space Inventory, the Cut Lock and Space Inventory action must be configured in delinquency automation.
Access and Permissions
Access to Mobile Manager is role-based and must be enabled in Hummingbird.
To enable Mobile Manager permissions:
- In Hummingbird, from Settings, navigate to Users and Roles.
- Click the Roles and Permissions tab.
- Select the user who needs access to Mobile Manager.
- In the Edit Role screen, check Allow to Access Mobile Manager.
- Click Update to save the changes.
Cut Lock and Space Inventory
The Space Inventory process in Mobile Manager relies on the Cut Lock and Space Inventory task in Hummingbird. This task is generated through delinquency automation and serves as the entry point for completing Space Inventory. To enable this process, the Cut Lock and Space Inventory action must be included in the delinquency automation. If not configured, the task will not be created, preventing Mobile Manager from being used for this step. To set up delinquency automation, see Setting up your own Delinquency Automation.
Accessing the Tenant Mobile Manager
To connect and get started with the Mobile Manager:
- Install the Tenant Mobile Manager app from:
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On the Splash screen, click I'm a Hummingbird User.
Log in via OTP
Prerequisites to Receive OTP and Log In Successfully
To log in using OTP (One-Time Password), you must ensure:
- Registered User: The phone number must already be registered in Hummingbird.
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Phone Number on Profile: The phone number must be saved in the user’s profile within Hummingbird.
- SMS Opt-In Enabled: SMS notifications must be enabled. If you have previously opted out (e.g., by replying STOP), you will not receive the OTP. If you have previously sent STOP for SMS, text START to +1 844-227-0407 to resume receiving messages.
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Active User: The user account must be active and in good standing (should not be suspended, deactivated, or flagged for any issues within the system).
Note: For more information on adding and activating user accounts, see How to Add and Activate User Accounts.
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Enter the phone number registered in Hummingbird to receive a one-time code and click Send Code.
Note: Only US (+1), New Zealand (+64), and Australia (+61) phone numbers are supported.
If you don’t receive a code within a few minutes, retry or use the alternate login method.
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Enter the code sent to the mobile number and click Continue.
Note: This option is available only if the number is valid and SMS is enabled. The OTP is valid for a limited time and is for one-time use only. If you do not receive the code or it expires, tap Resend Code after the countdown.
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Select the company you want to access. Each company may manage multiple storage properties.
Note: The companies displayed are those associated with your user account. You'll only be asked to select the company if you have an OTP login.
Log in via Username
Alternatively, if you prefer or cannot receive a code:
- Tap Use username and password to log in.
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In the configuration screen, enter your company's Hummingbird URL and click Continue.
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You will be redirected to the login screen, where you can authenticate using your existing Hummingbird credentials by clicking Login.
Accessing and Updating a Task
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From the property listing page:
- Location Icon + Text Link: Displays the distance from the user’s current or set location to the property. Clicking on it navigates to a map view for detailed location information.
- Navigation Icon: Select the property and navigate to more details for the selected property.
You can sort the property based on Nearest to me, Most Tasks, and No Tasks.
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On the Task Center page, select a task to upload images and auction details. You can also add maintenance tasks and assign them.
You can refine and sort tasks based on preferences, task schedule, status, or type. Click Apply to confirm your selections.
- Click Add Image to upload a photo. When a generic image is uploaded, the category list is auto-populated based on the image. Use Edit Image to add a caption, rotate, or modify the image as needed. Click Save once you're finished.
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Add a description and also select the image categories.
If applicable, enter the Tamper Tag number (numeric only) for inventory tracking.
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Click Finish to confirm the image and description upload.
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The upload progress bar indicates the process status.
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Once the upload is successful, a confirmation message is displayed.
Creating a Maintenance Task
To create a maintenance task:
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Tap the + Icon at the screen's bottom-right corner.
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In the New Maintenance Task window:
- Add Images: Upload photos related to the maintenance task.
Note: Grant the app permission to access the device camera.
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Task Title: Provide a meaningful title for the task (e.g., Fix broken light in unit A12) or choose from the dropdown.
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Details: Add a detailed description of the issue or the required action.
Note: You can also use the microphone icon to record voice input if supported. -
Assign to: Assign the task to the person or role responsible for completing the task.
Note: If the task is not assigned, it gets automatically assigned to all users who have access to the property.
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Association: Choose the relevant space, or tenant related to the task.
Note: If no space is selected, the task is associated with the property.
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Due Date: Choose the date by which the task should be completed or mark it as a hot task (urgent).
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Create Task: After filling in the details, click Create Task to add it to the maintenance task list.
- Add Images: Upload photos related to the maintenance task.
Marking a Maintenance Task Complete
To mark a maintenance task complete:
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From your task list, tap on the task to open the task details.
- Review the task details.
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Tap on the status labeled Incomplete and select:
- Complete – Select if the task has been fully completed.
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Dismiss – Select if the task is no longer relevant or does not require action.
The status is updated accordingly and will be reflected in the task list.
Overlocking a Property
To overlock a property:
- Choose the delinquent property you want to overlock.
- If using a DaVinci lock, enter the lock combination.
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Click the Overlock to proceed.
The system will process the overlock action and restrict tenant access.
Removing Overlock for a Property
To remove overlock for a property:
- Select the delinquent property that has been overlocked.
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Click Remove Overlock.
The system will process the request and remove the overlock, allowing the tenant to regain access to the unit.
Notifications
Notifications are real-time alerts sent by the Tenant Mobile Manager app to keep you informed about task updates, assignments, and completions. They help ensure you're always current on actions needed or completed within your assigned properties or units. Notifications are triggered when a new task is created or completed.
