Is anyone else having issues with customers not completing the lease agreement? The green boxes?

Blane

We are experiencing issues with customers not completing the lease agreement due to so many green boxes, they get confused on what is required verses what is optional. Sitelink doesn't have a current fix

themage

I can only suggest re-working your electronic rental agreement to remove as many of the optional items as possible, and make it more customer friendly.

Just an example, our agreement had an optional signature to be signed only if they wanted a particular feature. It got confusing for both them and us. We changed it to a required signature and a yes/no button, and I haven't heard of any more confusion.

igotthisnow

The e-sign update made the process much too confusing!
One of the reps told me they were working on an update.  You might post this request on storage talk as there is more traffic and someone may have a workaround.

Blane

Where do I find Storage Talk?

ESS

Blane said:

Where do I find Storage Talk?

Here is a link to the site

Blane

Thank you!!!

teesee150

I keep seeing people talking about an update to esign, what changed? I have not seen any difference what so ever.

Blane

They have tons of green boxes on the document, not all need filled out, they are optional but when customers see the green boxes they think they need to fill them out. It is causing a lot of frustration when trying to complete a rental

helenatim

What update to esign?? I suddenly I have a bunch of incomplete e-signs although I have not changed my form.  Has SL changed the form?

Blane

Yes, they have!  The new way doesn't flow, has green boxes everywhere and the boxes are on top of one another. Sitelink is aware of this issue and said it could take months to fix but they are working hard on it. We ended up going back to their old version until they can fix the issues. 

igotthisnow

E-sign is basically unusable at this point.  

igotthisnow

Blane said:

Yes, they have!  The new way doesn't flow, has green boxes everywhere and the boxes are on top of one another. Sitelink is aware of this issue and said it could take months to fix but they are working hard on it. We ended up going back to their old version until they can fix the issues. 

I'm calling support to have mine reversed...

Blane

We ended up doing that Friday too

helenatim

Continuing issues with esign.  My forms are still the same, which is good, but the Reminder box in SL says that the documents are not signed even though the Move-ins show as completed.  So, which is it??

storable_support

Thank you for letting us know about the issues you're experiencing with the new eSign update. We hear you, and our team is already hard at work on some UI improvements that are aimed at making the eSign experience smoother and more intuitive. You can expect to see these changes rolling out in the next couple of weeks, and we’re confident they’ll address the challenges you’re seeing. We appreciate your patience and are here to help in the meantime if you need anything else!

helenatim

@storable_support - I spoke with two tenants today who rented online thru my Storable website.  They fill ed in their personal info and cc/debit card info and their Move-in was complete. They were not directed to read and esign the rental agreement.  What happened to this step? Did SL delete it? No wonder i have a bunch of unsigned rental agreements.

storable_support

Hi @helenatim – Will you please give our support team a call for troubleshooting assistance? The eSign changes should not affect the move-in flow, so they can help investigate and ensure the rental agreement step is functioning correctly. You can reach our team at 919-865-0789 Option 2. 

Blane

We have talked to several people on your end, after talking to higher level support they moved us back until your issues can be resolved. We were told your team is aware of the problems Esign is causing customers and are working extremely hard on a fix until then they moved us to the old platform.