Delays in Access Due to Data Ingest or PIN Code Issues

This article details troubleshooting steps to perform when a customer's PIN code isn't working immediately after renting their unit

Step 1: Wait for Data Ingest to Complete

The data transfer between SiteLink and the StorAxxS server happens instantly, but the onsite hub is updated every five minutes by scheduled server 'workers.'

• If the customer quickly completes the SiteLink sign-up but hasn’t signed up for the StorAxxS app, it may take up to five minutes for the worker to run and transfer the data to the site’s hub.
• If the customer signs up for the app, the data is immediately pushed to the hub, bypassing the timer. This is helpful when immediate access is required.

Step 2: Manually Update the Customer's PIN in StorAxxS

Once the data is ingested, the customer will have an account in the StorAxxS system, visible on the Customers page in the dashboard.

1. Go to Customers.
2. Search for the customer using the search field.
3. Select the customer’s name to open their details page.

On the customer’s details page:

New PIN Code modal

1. Select the PIN Codes tab.
2. Click the New button to open the 'New PIN Code' modal.
3. In the modal, enter the following details:
   • PIN Code: Enter or copy and paste the PIN from SiteLink to ensure consistency.
   • Description: Enter a description.
   • Site: Select the appropriate site from the dropdown.
   • Optionally, configure a Start date and Expiry date.
4. Click Save.

Step 3: Contact StorAxxS Support

If the issue persists after following these steps, contact StorAxxS support:

• Phone: (07) 3088 8092 (urgent)
• Email: [email protected] (non-urgent)

When reaching out to support, provide:

• Site name
• Unit name/number
• Customer name
• Description of the problem
• The steps you've already taken to resolve it