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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 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?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?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?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?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?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?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
Setting up your Payment Terminal for Tenant Payments
Table of Contents
There are three deliverables that are required to set up a PAX A35 credit card processing terminal to complete transactions with Hummingbird:
1. Configure your network so that it will allow requests from Hummingbird to be forwarded to your terminal. This requires IT expertise to complete correctly. Ensure you have or hire the appropriate expertise. If the configuration of your network is not completed correctly, you will not be able to take payments using your terminal. Tenant is not responsible or equipped to perform the tasks required to configure your network.
2. Install and configure the terminal so that it is connected to the internet and is ready to receive requests from Hummingbird.
3. Configure Hummingbird so that it communicates with your PAX terminal.
Note: Deliverables 1 and 2 can be completed in parallel, while Deliverable 3, i.e. Hummingbird configuration, should be done after configuring the network and terminal.
Deliverable One: Network Configuration
To ensure successful delivery of payment requests from Hummingbird to your terminal, you need to set up your network correctly by performing the following two configuration tasks:
- Allow communication through your firewall to the PAX terminal.
- Ensure your public IP address remains constant (static IP address) so that Hummingbird can consistently locate your PAX terminal on the internet.
Allow communication through your Firewall
Your network router/firewall is primarily designed to safeguard against incoming internet requests from potential hackers. Your firewall has to be configured to permit requests from Hummingbird to transit your router/firewall and get directed to the physical terminal.
The configuration should forward TCP and UDP requests on a configured port to your PAX device. It is recommended to use port 52000, but other ports can also be used. The steps to forward a port through your router/firewall are unique to the router/firewall hardware used. You need to set up a port forward by engaging your IT support.
While configuring the port forward on your router/firewall, ensure that an internal IP address change on your PAX device should not cause the port forward to fail. This can be achieved in either of the following ways:
- Forwarding the port by MAC address.
- Configuring your router so that the internal IP address of your PAX device will never change.
Configuring a Static Public-facing IP address with your Internet Service Provider
Hummingbird is a service hosted on servers on the public internet. To facilitate card payments through your PAX terminal, Hummingbird sends instructions via the public internet to your PAX device, including details such as the payment amount. These instructions are sent to your network and your PAX device using the public-facing IP address of your network.
Usually, your Internet Service Provider has the capability to alter your publicly visible IP address as necessary. But this will hamper Hummingbird’s ability to communicate with the terminal effectively.
A public-facing IP address is analogous to a phone number. If a person’s phone number changes, you cannot contact them and communicate your message with their old number. Similarly, if your public-facing IP address changes, which can happen at any time (typically when your router/firewall or internet modem is powered off/on), Hummingbird will send the payment instructions to your old IP address. Your PAX device will not receive them unless you update your configuration in Hummingbird with your new IP address.
To address this, you need to contact your Internet Service Provider to configure a static IP address so your payment terminal can reliably receive charge communications from your Point of Sale (POS) Software, i.e. Hummingbird.
Deliverable Two: Terminal Configuration
Plug in the Terminal
1. Connect the USB-C cable to the back of the PAX A35 device.
2. If you are using hardwired ethernet, connect one end of an ethernet cable to the red connector port and the other end to your local router.
Note: This step is not necessary if you intend to use Wi-Fi.
3. Connect the power supply to the multi-connector port and plug it into a wall outlet.
Configure the Terminal
1. Power on the device.
2. Tap the Portico App on the home screen when the device boots up.
3. Depending on the device version, there are two ways to access Settings in the Portico app. If, when tapping the screen, an icon appears in the top right corner, as shown below, follow the instructions in “a”. If no dots icon appears, follow the instructions in “b”.
a. Dots Icon
Tap the “backward L and dots icon” from the top right of the screen (this may require a couple of taps as the icon is small).
b. No Dots Icon
Tap all four screen corners in clockwise order, starting with the top left corner.
4. You will be prompted to enter a password. Provide the device password as 916860. Use this anytime you get promoted to enter a password on the device.
Note: If 916860 does not work, try entering the following day’s date in the format MMDDYYYY. For example, if tomorrow is 7th October 2023, enter the password as 10072023.
5. Tap on ECR Comm.
- Ensure that the Ethernet toggle button is On and set to Enabled.
- The Protocol Type is set to HTTP GET.
Note: Make sure to select HTTP GET and not HTTPS GET.
- Set your desired Host Port. The device is configured to use 52000, but you can also use other port numbers if you require a specific network configuration. Remember the Port Number you set here, as it will be required later.
Test Internet Connectivity
After completing the above steps, your terminal should be able to send internet requests. To confirm that your device is properly connected to the internet, follow the steps mentioned below:
1. Open the Portico BroadPOS app.
2. Click the icon on the top right corner of the screen.
3. Enter the device password. The default password is 916860. If that doesn’t work, try entering the following day’s date in the format MMDDYYYY. For example, if tomorrow is 7th October 2023, enter the password as 10072023.
4. Select Communications.
5. Select Ping (www.google.com)
6. Press Confirm.
7. If the ping test results are displayed correctly, your terminal is connected to the internet.
Deliverable Three: Hummingbird Configuration
Hummingbird sends charge requests to your PAX terminal. To successfully send requests, Hummingbird needs to be configured with the following:
- The public-facing IP address where it can find your PAX terminal.
- The unique security information for your PAX terminal so that it acknowledges valid requests and takes appropriate actions.
Configure Hummingbird
To configure Hummingbird so that it communicates with your PAX terminal, follow the steps mentioned below:
1. Navigate to Settings in Hummingbird from the leftmost navigation menu. Click Payment Configuration and select your property from the drop-down list.
2. Go to the Credit Cards section and select Tenant Payments from the Merchant drop-down list.
3. Enter your API Key, Account #, and Device ID.
4. Click Add New Device next to Swiper Terminals.
5. Click Device 1 to enter your terminal’s details. Provide your desired Device Name.
6. Enter your Device IP. This is your public-facing IP address. If your PC is connected to the same network as your PAX terminal, you can use https://whatismyipaddress.com/ to discover your public-facing IP address.
7. Enter the Device Port.
Note: This is the port number configured in Deliverables One and Two. It is recommended to use Port 52000.
8. Enter the Device ID.
Note: This number is found on a sticker placed on the device or the box it came in.
9. Click Save.
Test the Configuration
Follow the steps mentioned below to test the Hummingbird configuration:
1. Navigate to Settings from the leftmost navigation menu. Click Payment Configuration and select your property from the drop-down list.
2. Click the Test Credit Card Reader button to test if Hummingbird can successfully send charge instructions to your PAX device.
3. If the connection is not successful, you will receive an error message. Try the following:
- Review the specified API Key, Account #, Device ID, Device IP, and Device Port in Hummingbird.
- Ensure your network is configured correctly as per “Deliverable One: Network Configuration”.
4. If the connection is established, you will receive a success message. You should now be able to accept payments from the PAX A35 device.