MANAGERS FIRST STEPS
(M-1) RECEIVE CREDENTIALS TO LOGIN
This is the first video you should watch. This explains how you will get access to the SpiderDoor Dashboard. Here you will be able to access many features of your gate access control system as well you tenant app, if your location has purchased the tenant app.
(M-2) DOWNLOAD MANAGERS APP
When you click this download button, a screen will popup allowing you to type in your cell phone number. A text will then be sent to you with the link to our managers app. This app will allow you to open the gate, view activity logs, add master codes and more. Managers will need their credentials to login to this app. (Note: Owners control the managers user names and passwords) Click view picture to see what the managers app looks like.)
(M-3) OVERVIEW - EXPLANATION OF DASHBOARD FOR OWNERS/MANAGERS
This video is a great starting point for everyone. This video gives the manager an overview of the entire dashboard. You can see individual videos below for certain things individually. Again, this will give you basic knowledge of how it all works. Explains the activity log viewing and also how to open your gates manually from the dashboard and more.
(M-4) CREATE AN ACCOUNT TO TEST AND GET TO KNOW YOUR APP
Your locations new app is going to be your best friend! It will cut down tremendously on the number of tenants that have always brought their monthly rent payment by, in person. They "Will" use this app and it will free up more time for you to handle other tasks
DASHBOARD EXPLANATION
(D-1) EXPLAIN DASHBOARD LOGIN FOR OWNERS/MANAGERS
Explains the activity log viewing and also how to open your gates manually from the dashboard
(D-2) OWNER CREATING ACCESS FOR MANAGERS
The button labeled "Log in" in paragraph #6 below, will take you to the SpiderDoor DASHBOARD LOGIN screen. Type in your user name and password, which was provided to you by Spiderdoor. It will then show an owner or Regional Managers how to setup and create manager credentials for each employee or managers at individual locations. (There are two roles. One is Owners Role and the other is a Managers Role. Owner supersedes manager role.)
(D-4) MANUALLY SYNCHRONIZE TENANTS INFORMATION USING DASHBOARD
This button can be pushed up to 10 times in a 24 hour period. You shouldn't have to use this button unless you have changed a tenants code or time zones and you need to update it fairly quick. New tenants as well as tenant payments update within a few minutes automatically. If you feel like something isn't working just right, you can always click this button just to confirm all is synced properly.
(D-5) DASHBOARD LOGIN FOR MANAGERS
This button labeled "Login" will take you to the Spiderdoor dashboard. Managers, simply type in your user name and password, which was provided to you by Spiderdoor or your management team. (Owners will be emailed credentials to initially log in to dashboard. Owners will then create credentials for individual managers. Owner can specify what access parameters each manager will have.)
(D-7) DELETE A MANAGERS CREDENTIALS
Shows how to delete a managers credentials
(D-8) STATS FROM APP USERS
View your locations payment stats from the dashboard. These stats are also placed in your locations Sitelink bulletin board as well.
(D-9) VIEW A TENANTS FAILED PAYMENT
Easily view why a tenants payment failed when using the tenant app. This provides information from your merchant services provider as to why it failed.
(D-10) LOCK OUT TENANTS USING SITELINK
Sitelink Users: You can select a setting in Sitelink, for a specific tenant, that will allow you to "Always Lock Out at Gate" or "Never Lock Out at Gate." This will override all scenarios regardless if the tenant is paid current or delinquent.
(D-11) I'M SEEING DUPLICATES IN ACTIVITY
At times but not always, you may see what seems to be a duplicate line item for tenants as they enter. This happens to ensure two things. First, we want to make sure the tenant is able to open the gate quickly. Secondly, we want to make sure a photo is captured of that tenant (if you have a keypad that snaps photos of all tenants). Photos require a bit more processing so if this happens to be a slow response on sending photos back to our servers via your internet provider, it will send them as two line items. If you see this occur, these two items will show the exact same time frame in your activity logs. Take a look at the video to understand more.
(D-12) DAYLIGHT SAVINGS AND TIME ZONE ADJUSTMENTS
Take a look at the video explanation in regards to how managers will edit time zones and daylight savings time for a specific location.
TENANT MOBILE APP
Be sure tenants wi-fi is turned off on their phone. Some phones automatically try to connect to any open wi-fi connection and this will block the location services from locating the phone properly. This will cause the OPEN GATE function to fail every time.
- Point 1: Deleting an app from your phone isn't as simple as clicking the shaking icon in some instances. (Different model phones work differently)
- Point 2: Once you have deleted the app, search app store and download it again. After you have downloaded, click on the icon to open the app. If you click the app icon and you are automatically logged back into your account, then you did not successfully delete the app. Try again.
(MA-2) CAN MY TENANT MAKE AN ADVANCE PAYMENT
Sure! Simply click the paybill button and then click "Pay for unit" at the bottom. It will then allow that customer to pay in advance. They can pay one additional month at a time but they can do it as many times as they would like. This keeps tenants from accidentally paying for additional months and then calling your manager to refund a month back.
(MA-3) NAME OF THE UNIT DOES NOT LOOK CORRECT IN MY PERSONALIZED APP!
Sometimes, the name of a storage unit doesn't look just exactly like you would like for it to look. This quick video will show you how to edit the name and also exclude units from the App, that you do not want potential customers to see.
(MA-4) STARTING FROM PRICE SHOWS "0"! HOW DO I CORRECT THAT?
There are times when the "starting from" price may need to be adjusted inside your app. Click the "Play Video" button to see more details on how to correct the issue.
(MA-5) TENANTS SAY THEIR APP WILL NOT OPEN THE ENTRANCE GATE? WHAT SHOULD I TELL THEM TO DO?
There are times when the "starting from" price may need to be adjusted inside your app. Click the "Play Video" button to see more details on how to correct the issue.
(MA-6) WHEN A CUSTOMER USES APP TO NOTIFY MANAGEMENT OF MOVE OUT, WHERE AND HOW IS THE MANAGER NOTIFIED?
If you look at the sitelink bulletin board, it will show where a customer used their App to notify you of their move out date. It is still the managers job to physically move the customer out. This notification from the App does not automatically move the customer out. It simply allows the customer to give you and estimated move out date. The two manager emails that were provided to Spiderdoor for notifications will receive an email noting this move out as well.
(MA-7) WHEN A CUSTOMER USES YOUR APP TO NOTIFY MANAGEMENT OF AN ISSUE (REPORT AN ISSUE), WHERE AND HOW IS THE MANAGER NOTIFIED?
If you look at the sitelink bulletin board, it will show where a customer used their App to notify you of their issue. The two manager emails that were provided to Spiderdoor for notifications will receive an email and text message to cell number provided to Spider, noting this issue. (Tenant will not see your managers cell number unless manager calls them back from their personal cell phone)
(MA-8) CUSTOMER IS HAVING ISSUE WITH APP OPENING THE GATE!
1. The customer must make sure they have allowed their GEO locations to be turned on. If they do not have that allowed as "ALWAYS ALLOW" on their cell phone, the gate open will not work properly.
2. If a customer has WIFI turned on, their phone may catch a nearby WIFI signal and it will use that nearby signal as their location. If this occurs, it will show the customers position outside of the 80' to 100' raidus which will deny the customer access to using the App to open the gate. Keep in mind, the customer can always use the keypad manually to open the gate, only if you Sitelink settings allow them to do so.
(MA-9) WHAT TO DO IF CUSTOMER FORGETS PASSWORD?
On the main login screen, their is a button that says "forgot." Tenant clicks that button and plugs in the email they used originally and a email will be sent to them to reset the password. Note, if a tenant mis spells their email address when they setup the account, they will never successfully be able to retrieve a reset email because the customers original email address is wrong. The customer can simply create a new account using the correct email.
(MA-11) THIS VIDEO SHOWS HOW AN EXISTING TENANT CREATES THEIR ACCOUNT FOR THE FIRST TIME!
This video shows the steps a current tenant will take to create their new account. This account will allow that tenant access to all of the features.
(MA-12) THIS VIDEO SHOWS THE OWNER HOW TO ADJUST MANAGERS INFO, INVOICE EMAIL AND MORE!
This video shows how you can easily edit the two managers cell numbers as well as the email addresses for managers and more, using the dashboard. This will also show you how to edit the email where your invoices will go, if you have invoices being sent separately to multiple locations. If you have all invoices being sent to one email and all of your locations are shown on one invoice monthly, then you will need to call SpiderDoor tech support to change that email. You can also change the telephone number for the office of a specific location. This is the telephone number that is being shown to tenants inside the app.
INTERNET INSTALL
(I-1) PHOTO OF INTERNET CONNECTION
This photo will give you an overview of how the internet access keypad is connected.
(I-2) PHOTO OF POE SUPPLY
This is a photo of the POE power supply we ship with every internet keypad order.
(I-3) INSTALL GUIDE FOR INTERNET - S22i
This link will allow you to easily download a PDF file of the installation instructions. This is the instructions for our internet connected keypad. This keypad is connected via CAT5 cable from the locations existing internet service.
(I-4) CONFIRMATION LIGHTS ON KEYPAD
The green light to the left of the white CAT5 cable should be solid. The yellowish orange light to the right of the white CAT5 cable should be flashing. If either of these lights are not on, then you do not have a complete connection to the network. You will need to go back inside and check to make sure your router and POE switch is tied in properly.
(I-5) PHOTO OF INTERNET KEY PAD (Inside)
This is a snapshot of the inside of the S22i - internet keypad.
CELLULAR INSTALL
(C-1) INSTALL GUIDE FOR CELLULAR PAD - S22c
This link will allow you to easily download a PDF file of the installation instructions. This is the instructions for our cellular connected keypad.
(C-2) CELLULAR INSTALL OVERVIEW
Installing the cellular keypad is a snap. One wire for low voltage electricity and one other wire for the relay going to the gate motor. This video shows how to wire up and install the cellular keypad.
(C-3) CELLULAR CONNECTION ILLUSTRATION
Shows illustration as to how a cellular keypad would be installed and connected.
(C-4) CELLULAR CONFIRMATION LIGHTS
This illustration will shows the blue light breathing slowly on and off. This means your cellular keypad is connected properly.
(C-5) CELLULAR PAD RESET BUTTON
NOTE: The RESET BUTTON (inside yellow circle) should never be pushed unless Spider support teams asks you to do so.
(C-6) PHOTO OF CELLULAR PAD (Inside)
This is a snapshot of the inside of the S22c - cellular keypad.
(C-7) KEYPAD DOESN'T RESPOND!
If your keypad doesn't seem to be working, it is important to first test the managers app to see if it responds! If it DOES respond using the "Summit Control" Managers app, yet the keypad doesn't accept a tenants code, then contact Spiderdoor. If the manager app doesn't work, this will be on the Summit's side. You can also contact them at the numbers below.
(C-8) KEYPAD DOESN'T RESPOND AT ALL WHEN I PUSH KEYS ON THE KEYPAD! WHAT CAN I DO RIGHT NOW?
There could be a possibility that the keypad lost cellular connection for some reason. Do the following:
1. Unplug the power source to the keypad and leave it unplugged for one minute.
2. Plug it back in and do not touch the keypad for 3 minutes. Let it re-boot completely.
3. Try a good code once again. (Make sure the tenant code you are trying has a zero balance in management software)
(C-9) KEYPAD DOESN'T RESPOND AT ALL WHEN I PUSH KEYS ON THE KEYPAD! WHAT CAN I DO RIGHT NOW?
There could be a possibility that the keypad lost cellular connection for some reason. Do the following:
1. Unplug the power source to the keypad and leave it unplugged for one minute.
2. Plug it back in and do not touch the keypad for 3 minutes. Let it re-boot completely.
3. Try a good code once again. (Make sure the tenant code you are trying has a zero balance in management software)
4. If that doesn't correct it, please call our customer service department.
TEXT COLLECTOR QUESTIONS
(TC-1) CAN A CUSTOMER SUBMIT A PAYMENT IF THEY ARE IN LIEN STATUS? (SITE USER)
It will not allow payments made past what sitelink settings are. See the attached picture from Corporate Control. “CREDIT CARD PAYMENTS DISABLED AFTER THIS NUMBER OF DAYS”. This picture shows 37 days but whatever you have set inside your corp control from sitelink will determine if a customer can make a payment past a certain number of days. Using the settings shown in the example picture, if a tenant receives a text message and it is past 37 days late, the tenant would only be able to click to call your office. If they attempted to make a payment using Text Collector, they would see a response shown in the attached picture as well saying “TENANT IS TOO MANY DAYS PAST DUE.”
(TC-2) DOES TEXT COLLECTOR WORK AUTOMATICALLY OR DOES MY MANAGER HAVE TO DO SOMETHING TO ACTIVATE?
It doesn't require your manager to do anything once the dates are provided to SpiderDoor. Watch the video for more clarification.
(TC-3) DOES MANAGEMENT SOFTWARE SHOW WHERE A DELINQUENT TEXT MESSAGE HAS BEEN SENT OUT TO TENANT?
Yes, you can look at your Sitelink bulletin board and it will show when and to whom it was sent. It will also appear in the tenant notes.
OWNERS / MANAGERS MOBILE APP
(OMA-1) WHAT EXACTLY DOES THE OWNERS/MANAGERS APP DO?
It does plenty! For starters, you as the manager can open your gates from anywhere in the world, as long as you have wi-fi or a cell signal on your mobile phone. You can add master codes easily, you can check gate activity and on some of our keypad models, you can view pictures of tenants who accessed your gate. You can learn more by clicking the ACCESS CONTROL/DASHBOARD button at the top of this page. The Play Video here showcases the App.
MANAGERS APP
The managers app will allow you to open the gate from anywhere, view activity logs and more. Click here to text message yourself a link to download the app. Spiderdoor will have to provide you with login credentials.
