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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 Adding Promotions and Discounts 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 Generate and Save Documents Without Selecting a Delivery Method Archiving and Unarchiving of Document Denying Online Payments Understanding Space Types Template Manager - Communication Templates for Email and SMS
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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
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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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January New Features and Updates February New Features and Updates March New Features and Updates April New Features and Updates May New Features and Updates June New Features and Updates August New Features and Updates September New Features and Updates October New Releases and Updates November New Features and Updates
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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?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
Website Coupon Settings
Table of Contents
Coupons are promotional tools used to incentivize potential customers to rent storage spaces or utilize other services offered by the property over its competitors. These coupons typically offer discounts, special offers, or other incentives that attract new customers, retain existing ones, and promote brand awareness.
Note: Promotions and coupons use the same banner on the self-storage website, but only one is displayed. Promotional offers take precedence over the discounts or incentives provided by coupons, i.e. vouchers or codes. For example, suppose a self-storage property is running a promotion offering 50% off the first month's rent for all new customers. If a new customer also has a coupon for 25% off their first month's rent, the promotional offer of 50% off would override the coupon, as it provides a more significant discount.
You can create, manage, and display promotional coupons or offers to attract customers and encourage conversions from the Coupon section of Website CMS settings. You can also configure various aspects of the coupons, including their titles, descriptions, expiration dates, and associated images or banners.
To configure the coupons for your property, follow the steps mentioned below:
- Navigate to Website Settings and Coupon from the left navigation.
- Select your property from the drop-down list to view and configure associated coupon settings.
- You will see various coupons configured for your property, along with their details, such as the offer name, details, expiration, etc., and additional information like the property promo image and title, ribbon text associated with the specific property, coupon title, etc.
- You can highlight a coupon by prominently displaying it on the website by marking it as Featured. Such coupons appear on the self-storage property’s website landing page.
Website view:
- If you do not wish a coupon to be displayed on the website, you can delete it from the corresponding vertical ellipsis.
Note: Once you change any coupon configurations, ensure to click the Save button and then clear the website cache every time for the changes to reflect on your self-storage website. You can clear the cache by navigating to Clear Cache from the left navigation and clicking the Clear Cache button. You will receive a success message once the cache is successfully cleared.
Add new coupon
- Offer - Provide a catchy name for the offer that would make it easier for customers to understand the promotion and prompt them to take advantage of it. For example, "10% Off First Month's Rent" or First Month for $1, etc.
- Details - Include a comprehensive description of the promotion, including the type of discount or incentive being offered, i.e. percentage discounts, dollar amount discounts, free rental days, or other special offers. You can also outline any conditions or restrictions associated with the offer, such as eligibility criteria, redemption limitations, expiration dates, and any excluded items or services. The Coupon details can also provide information about the duration of the promotion, including start and end dates.
Clear communication of the offer details, terms and conditions, etc., can ensure that customers know what to expect, and it prevents any misunderstandings.
- Expiry Date - Set a date when the offer expires, e.g., 30 days, 60 days, 90 days, etc. The expiry date can create a sense of urgency and entice customers to take advantage of the offer. You can also create an offer for an unlimited duration by selecting Never Expires as the Expiry Date. Such long-term promotional offers foster customer engagement and loyalty.
Click Save.
Add Additional Property Info
- Property Promo image - A visual representation of the promotional offer that makes it more engaging and appealing to customers and, in turn, drives conversions. This could include images of the self-storage property, storage spaces, amenities, etc. For example, if the promotion offers a discount on climate-controlled spaces, the image could showcase these spaces and emphasize their benefits.
Website (Default) View:
Website (Grid/List) View:
- Property Promo image title - The caption associated with the promotional offer image. It provides additional information about the image such as the type of storage spaces featured in the image, special amenities highlighted, etc. and helps users understand its relevance to the promotion. The image title can also help optimize the image for search engines and improve its visibility in search results.
- Promo banner URL - Specify a clickable link that directs users to a designated destination when they click the promotional banner. This destination could be a landing page dedicated to the promotion, a specific product or service page, or a contact form for inquiries.
You can direct the promotional banner to a dedicated landing page that provides detailed information about the promotion, including offer details, terms and conditions, redemption instructions, and any other relevant information users may need.
An accurate promo banner URL can help maximize the impact of promotional banners and drive desired outcomes.
- Coupon Title - A brief summary of the promotional offer, highlighting its key features, benefits, or incentives. This could include details such as the discount type (e.g., percentage off, dollar amount off), the duration of the promotion, or any special conditions or restrictions.
Coupon titles help customers quickly understand the nature of the promotion and decide whether it aligns with their needs or interests. They also help improve the promotion's visibility in search engine results.
- Property Specific Ribbon Text - Enables you to customize the messaging for the coupon ribbon displayed on a self-storage website’s landing page that draws attention to special offers, discounts, or available incentives for property and, in turn, encourages conversions. The text can emphasize value propositions, such as discounts on rental rates, free months of storage, or other promotional deals, to entice visitors to take action. For example, “Rent Online” in the following screenshot.
Note: The Property Coupon Ribbon Text is displayed on the website only if a coupon is in place. These coupons appear when no promotions are set. If the property has active promotions, the promotion banner will take precedence over the coupon ribbon.
You can apply the coupon to all properties associated with the self-storage company at once by clicking the Apply these coupons to all properties checkbox. This would ensure consistency in promotional offerings across all properties and save you time when manually assigning the coupon to each individual property. This option is particularly beneficial for companies with a large number of properties, as it streamlines the coupon management process.
Click Save and clear the cache for the changes to reflect on the website.