A customer can’t access their unit

Step 1: Check if the customer has the app, and is logged in

It’s possible that customers either don’t understand that they require the app to access units controlled by the StorAxxS system, or they didn’t complete the sign-up process, or any other number of reasons.

A check of their phone to see if they have the app downloaded, and confirming they’re registered, can quickly get them sorted. If they have the app, and are registered, continue to Step 2.
 

Step 2: Check if the Unit Controller is offline

On the StorAxxS dashboard, go to the Devices page. Then, in the search bar, type the unit number (e.g. 043). The list will sort and show the unit you’re looking for. On the right hand side, in the Status column, there will be an icon, either green for Online or red for Offline. If the unit is Offline, the Bluetooth backup system should still be working. Continue to Step 3.

Step 3: Check if they have Bluetooth enabled

The StorAxxS Brutus Unit Controller has a Bluetooth backup system running. No pairing is needed, as long as a customer has Bluetooth enabled on their phone, is standing close to their unit, and has approved the request for Bluetooth access, the system should immediately fail-over to Bluetooth if a normal opening attempt fails. If the unit fails to open via Bluetooth, continue to Step 4. 

Step 4: Contact StorAxxS support

At this point, contact StorAxxS support on (07) 3088 8092 if the problem is urgent, or send an email to support@storaxxs.com if it’s not urgent. Provide as much information as you can to the support team member, including:

• What site you are at

• Unit name/number

• Customer name

• Specific problem that you are encountering

• The steps you have tried so far to resolve the issue.

Example: “Hi, this is Adam from Loxon Caloundra. I’m here with John Jones at Unit 103. He’s registered and got his app open, but when we try to unlock his unit, there’s no sound from the lock and the icon on the app doesn’t change. The dashboard says it’s online, but Bluetooth isn’t working.”

This gives the support team member a solid starting point for troubleshooting. They may ask some more questions or for you to provide them extra information to assist with identifying the problem.