A customer’s unit is Overlocked in StorAxxS, but they should have access

There are certain times when a customer is ‘Suspended’ in SiteLink - for example, due to nonpayment - but onsite staff understand there are extenuating circumstances, and want to allow the customer to retain access to their unit.

When a customer is Suspended in SiteLink, they are ‘Overlocked’ in StorAxxS, removing their ability to lock or unlock their unit. This is due to how the SiteLink and StorAxxS programs talk to each other.

In the event a customer is Overlocked in StorAxxS, but you want to provide them access to their unit again, please perform the following steps from within SiteLink.

1. From the main SiteLink window, click ‘Payments’.

2. Double-click on the customer you want to restore access to.

3. Click ‘Ledger Settings’.

4. Click the tick-box next to ‘Never Lock Out at Gate’.

5. Click ‘OK’, then click ‘Yes’, then click ‘OK’ again.

Within a few seconds, you should see the unit on the customer’s access page in StorAxxS revert from an Overlocked state, and the customer can lock or unlock their unit again.