Online Payment issues - session expires
PerryStorage
Registered User ✭
We have accepted online payments for years through our website and the pay side of our website is with the web template through SiteLink - if I am saying that correctly. It is not rare for renters to tell me that they have issues with the website and typically the issue has been they get a message telling them that their session has expired. I would say the issue has usually been with new renters or first time users of the website. I typically ask them what web browser they are using and typically the issue is with them using safari through an iPhone and I ask them to try a different browser and that fixes the issue.
Recently I have had long time renters that have made payments through the website successfully for months tell me that they are having the same issue now - their session expires when they click on their amount due.
Has anyone had this issue and know how to avoid it? Thanks.
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Comments
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MamaDuke7 Registered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭✭There have been ongoing sporadic issues with payments using Safari for probably about a year now. I just tell them to use a different web browser because SL doesn't seem to have a timeline to get it fixed for good.0 -
This issue has been an absolute nightmare for us. We began our on-line rentals at the beginning of COVID and strongly encouraged people to rent and/or pay on-line many time with the same error result. Most recently on Sept 1, 2020 our website through StorEdge was completely down. I think it is unrealistic to ask tenants to change browsers. Many have no idea what you are talking about. We are paying for a service that we are not receiving!!4
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Now I am told that it is an issue with the cookies settings of the tenant's browsers and that they need to enable cookies. I believe it has been a known issue by SiteLink for some time and has recently become much worse. I can not tell you how frustrated I have been with this - making it easy for our costumers to pay their bill is why we have online payment options and now I have tenants trying multiple times to pay their bill only to be kicked out of the website constantly. That doesn't make tenants happy.
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themage Registered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭✭The cookies issue has been reported to Sitelink before, and it is an issue we see with any browser. It randomly comes and goes. We have been seeing it a lot more lately.
We used to have a workaround, but I just tested it and it no longer works, either.
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i43storage Registered User, Daily Operations Certified, Advanced Operations Certified, Administrator Certified, myHub Certified ✭✭✭✭✭I have run into these same problems. Very frustrating trying to explain why it won't work for the customer when I am not 100% sure why it isn't working myself.
Jean Marie
I-43 Storage1
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