4,000 Units – Credit Card Processing STILL Broken. This Is a Joke.

PSC · July 7

We currently use SiteLink to manage nearly 4,000 units. For weeks now — and apparently months for others — credit card processing has been unreliable at best. Customers can’t consistently pay online, in person, or through autopay. A few random transactions go through, but most don’t.

This isn’t a small hiccup. It’s a system failure.

I’ve called every single day for almost two weeks, and the only response I keep getting is:

“It’s a known bug. We’re working on it.”

Today, I was told:

“You’ll get an email by the end of the day.”
That’s the update. That’s what I’m supposed to take back to my team and my customers?

This is completely unacceptable. We are unable to reliably collect payments across thousands of units, and no one at SiteLink seems to be treating it with urgency.

We had plans to bring more properties onto SiteLink. That stops now. We are exploring other options, and unless this is resolved immediately, we will be pulling our business entirely.

Enough is enough.

Is anyone else still dealing with this?
Has anyone gotten a real fix?
Who at SiteLink is actually responsible for this?

I’m done being patient.

storable_support · July 8

Hi @PSC

We sincerely apologize for the ongoing issues you’ve been experiencing — and for the understandable frustration this has caused. We've escalated this internally and asked our team to reach out directly. Could you please DM me the best contact person and preferred method (phone/email) so we can ensure the right person connects with you as soon as possible?

i43storage · July 8

Maybe when you escalate @PSC's issue, you can escalate getting rid of the AVS Mismatches under Reminders that ARE NOT MISMATCHED. :-) Thank you!

AnitaJohnson1269 · July 8

Just yesterday while processing a move in, my assistant was running the payment and SiteLink just closed itself out right in the middle of the transaction. When program was opened back, the customer was showing as moved in, and balance due... I checked this morning on myHub transactions and the payment was captured there, but not applied to the customer account. I had to do an offline transaction to balance..... this is about the 4th or 5th time this has happened in the last 2 months.

jimbo1956 · July 8

You want to watch your cards that show as processed. Happened to us a few months ago -they randomly put our platform on test mode, Customers made an online payment -it issued a receipt- advanced their paid through date but never actually charged the card. Check the receipts if they have 123456 as the confirmation on the customer receipt -you aren't getting paid. When I finally got one of the big bosses to contact me he said - "we are going to circle the wagons and get the team on this immediately" --Never heard from him again. We lost quite a bit of money we couldnt collect. I am so so tired of this TEAM BS -no one is ever accountable. This is a company that has lost their way and I have no confidence they can fix it, Look at all the crowing they did about the new logo's. How about applying the time and resources into something the customers need. This is not the line people -this is a management failure.

AnitaJohnson1269 · July 8

Thanks @jimbo1956 in this instance, the customer had the transaction showing from his bank app but not showing in Sitelink.

MisterE · July 10

Yea, really hope we get some sort of credit for all the processing charges on failed attempts that are their processing errors.

4,000 Units – Credit Card Processing STILL Broken. This Is a Joke.

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