Customer Unable to Access Unit via StorAxxS System

This article details troubleshooting steps to perform when a customer reports that they cannot access their storage unit

Step 1: Check if the Customer Has the App and Is Logged In

Sometimes, customers may not realise they need the app to access units controlled by the StorAxxS system, or they may not have completed the sign-up process.

• Ask the customer to check if the app is downloaded on their phone and confirm if they are registered.
• If they have the app and are logged in, proceed to Step 2.

Step 2: Check if the Unit Controller Is Offline

1. Open the StorAxxS Access Control Dashboard.
2. Navigate to the Site > Devices page.
3. In the search bar, type the unit number (e.g., 541).
4. Check the device's status in the Status column.

• If the unit is Offline, the Bluetooth backup system should still be functioning.
• If the unit is Online, continue to Step 3.

Step 3: Check if Bluetooth Is Enabled

The StorAxxS Unit Controller has a Bluetooth backup system. Ensure the following:

• The customer has Bluetooth enabled on their phone.
• They are standing close to their unit.
• They have approved the request for Bluetooth access.

If Bluetooth is enabled but the unit still fails to open, proceed to Step 4.

Step 4: Check if the Unit has a Sitelink Ingest Name

In order for the StorAxxS unit to link with the Sitelink unit, the StorAxxS unit requires a "Sitelink Ingest Name". The configured "Sitelink Ingest Name" needs to match the name of the unit in the Sitelink system. If the "Sitelink Ingest Name" is missing or incorrect, any customer that books the unit via Sitelink, will not be able to access the unit. 

To check if the "Sitelink Ingest Name" has been configured:

• Open the StorAxxS Access Control Dashboard
• Navigate to Site > Units > Unit Details
• In the left section, select Integrations
• The "Sitelink Ingest Name" should have a value similar to the image below

Sitelink Ingest Name

How to Add or Update the Sitelink Ingest Name

NOTE: The user must have Organisation Manager permissions or higher to edit unit details in the StorAxxS system

• Open the StorAxxS Access Control Dashboard
• Navigate to Site > Units > Unit Details
• Select the Actions button to display a dropdown menu
• Select Edit
• On the Edit Unit page, select Sitelink Integration
• The Ingest Name field will display
• Add or edit the Sitelink Ingest Name, remember it must match the name of the unit as shown in the Sitelink system
• Select the Save button

Sitelink Ingest Name

IMPORTANT: the Sitelink Ingest Name should match the name of the unit as shown in the Sitelink system

If it's discovered that the Ingest Name is missing or incorrect for many units at the facility, then contact StorAxxS support.

Step 5: Contact StorAxxS Support

If the problem persists, contact StorAxxS support:

• Phone: (07) 3088 8092 (urgent)
• Email: support@storaxxs.com (non-urgent)

When contacting support, provide the following details:

• Site name
• Unit name/number
• Customer name
• Description of the issue
• Steps you’ve already taken to troubleshoot

Example: “Hi, this is Adam from [Site Name]. I’m with John Jones at Unit 103. He’s registered and logged into the app, but the unit won’t unlock, and the app icon doesn’t change. The dashboard shows the unit is online, but Bluetooth isn’t working.”

Providing this information gives the support team a clear starting point for further troubleshooting.