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Understanding the Terms - Leads and Tenants Reservation Settings How to add a Lead How to Reactivate a Retired Lead Ways to Reserve a Space Converting a Lead or Reservation to a New Tenant Moving in a Lead Documents and Digital Signatures Transferring an Existing Tenant to a New Space Rent a Space as a Business! Access Control Updating and Cancelling a ReservationAuctions Overview Scheduling an Auction Viewing and Adding Auction Information Modifying a Scheduled Auction How to Cancel a Scheduled Auction? Taking Auction Payments Moving Out the Tenant and Closing Lease After Auction Handling and Refunding Cleaning Deposits Scheduling an Auction from the Auction Manager Configuring the Tenant Mobile ManagerTenant Profile Overview How to Take a Payment from a Tenant Updating Tenant Information Understanding the Delinquency Timeline Communications Overview Understanding Space Settings and Information from a Tenant's Profile Adding Promotions and Discounts Saving a Payment Method/Autopay Selling Merchandise Generating a Document for your Tenant Accepting an Inter-property Payment Updating Gate Access Creating an Invoice from a Tenant's Profile Linking Contacts in Hummingbird Adding a New City for Your Tenants Generating and Sending Documents via Multiple Delivery Methods Generating and Saving Documents Without Selecting a Delivery Method Archiving and Unarchiving of Document Denying Online Payments Understanding Space Types Template Manager - Communication Templates for Email and SMS Adding Contacts to the Do Not Rent (DNR) List in Hummingbird
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Configuring Website CMS Settings City Content Settings Company Blogs Settings Website Coupon Settings FMS Initial Setup Local Blogs Settings Location and Street View Settings Name and Address Info Settings Property Coverage Settings Property Email Notes Settings Property Media Settings State Content Settings Website General Settings Website Promotion Settings Website Social Media Settings Introduction to Alt Tags Clear Cache Company Pages Settings Hours and Amenities Settings Legal Pages Settings Storage Tips Settings Website General Pages Settings Website Themes Files Settings Tracking Script Settings Website API Keys Mariposa H1 Tags Website Storage Types Settings (Corporate Feature Pages)
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Get to Know Hummingbird - Our Property Management Software Hummingbird Customer Journey How to Use Hummingbird Creating Customized Views for Hummingbird Modules Hummingbird Glossary Adding a New User in Hummingbird Creating a User Role in Hummingbird Adding Spaces within Hummingbird Adding an Additional Space for an Existing Tenant Hummingbird Application Launcher Configure Do not Disturb Settings for Communications
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If an Auction has already been processed, can you add an additional fee for your previous tenant? Can you schedule an auction without a prompt from Hummingbird's Delinquency Automation? If a tenant's Space goes into auction, do they have to be notified when Space is sold and the winning bid amount? If a tenant's space goes to auction, are they notified of the winning bid amount and if the space is sold? What is the minimum amount required for a scheduled auction to close?Are taxes on a rental payment applied prior to applying a promotion? Are taxes applied on late fees? If a property is on anniversary billing and a transfer occurs, what would be the new billing date? If there are two open invoices and a tenant makes a partial payment, which invoice will the payment get applied? While catching up with an account that is past-due for a few months, in what order is a payment applied? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? How many days before the due date is an invoice generated? How often are invoices sent to tenants? What happens to an invoice amount when a tenant vacates a Space mid-month? How is tax applied to an invoice? What happens to the excess amount if a tenant overpays an invoice? Is there a difference in tax rates for different types of storage Spaces? How are taxes handled if a tenant rents a Space in a different state? What happens if there is a change in tax rates for a state? how do they reflect on invoices? Can you add additional discounts or promotions for tenants on a multi-month billing cycle? How are these applied? If you change the billing day for a lease with a quarterly or annual payment cycle, when does it come into effect? If invoices are not paid on time, in what order does a subsequent payment get applied? Also, in what order does a payment apply across invoice lines - Rent, Coverage, Taxes, Late fees, etc.? Is a tenant eligible to receive certain discounts on rental rates if they pay for multiple months in advance? Does Close of Day support petty cash? Do you need to Close the Day every day to ensure there are no financial or accounting errors? Are the Available Payment Types on invoices configurable? For anniversary billing sites, does the billing cycle need to match when an existing tenant adds a new space?Are leads automatically created for incoming calls? How can a district manager listen to past calls? What is expected behaviour if no agents answer the call? What is the expected behaviour for a signed-in agent if another agent answers a call before they do? What is the behaviour if multiple tabs are open for a signed-in Charm agent and a call comes in? Can agents manually enter credit card numbers when they are on a charm call? How long does the user have to enter their card number before entry times out? What happens if the user enters invalid data for card number, CVV, or expiration date? What happens if the user enters card data that passes field validation but results in a payment processing error? (Issuer rejection or payment gateway error) Can a Hummingbird user present a card payment using a payment terminal if they are on a charm call? Does the caller have to re-enter all card information if a card payment is rejected by the payment processor? As an agent, I briefly hear a phone ringing sound (as if I’m phoning someone) when I pick up the call. Why and what does this mean? What is the caller’s experience if they are placed on hold? I moved the Toast to the bottom of the page, but it disappeared. How can I make it reappear? Is the agent availability status retained when an agent logs out and logs back in? Is it possible to delete a call recording or voicemail from Charm? Why does Charm immediately hang up on the caller when pressing the green answer button to take a call? Can we take calls directly on cell phones? How does call forwarding work, and how many people can be included? Does my browser need to stay active to hear Charm call notifications? Will calls be missed if the browser goes to sleep? Why does the “Retired” lead status not change to “Active” if a retired lead calls the property? Why does the call length value in Charm Phone Call Log Report not match the length of the call recording?What does an Overlock do in the Delinquency Process? Can you create a manual task outside of the Delinquency Automation and have that task be reoccurring? How much does a delinquent tenant have to pay in order to become current again? What are the supported delivery methods for generating documents during delinquency? If a tenant changes their delinquency structure (for example, the lien fee days from 35 to 30), does this impact all tenants or only new ones that go into lien? Can you send delinquency notices to the business representative? If there are two alternate contacts for a Space, will both of them receive delinquency notices?Can a gate access code have alphanumeric characters? What is the maximum allowed length for a gate access code? Can you modify a gate access code length? If a tenant rents more than one Space in the same property, can the same access code be set for all rented spaces? Can a family member or contact of a tenant be assigned their own gate access code? Does Hummingbird allow excluding certain values for use as gate access codes for security purposes? When linking contacts in Hummingbird, does the Access Code need to match for both contacts? Are DaVinci lock codes sent to all online rental customers despite their ID Verification status? Can you disable gate codes from being included in the automated rental emails if your property uses gate fobs instead?What is the difference between Hummingbird properties and Non-Hummingbird properties? Can you search for tenants using their phone numbers? How to make new feature requests? Why does Hummingbird ask permission to use my microphone when logging in? What services does Hummingbird Integrate with? How can you subscribe to new applications? What is the Base Rent, and how is it calculated? How does lead retirement work, and can you customize it?Is there a way to add YouTube videos on the website, within a company page? Can tenants update their email and contact information via the online portal? If a tenant updates their address on the website, will the address in Hummingbird also be updated? Where can you modify Soft Reservation Notification emails? How do you set up a discount to be applied at online checkout? Do you have to use a discount code? How do you publish content for a date in the past? Can you change the unit illustration image displayed on the self-storage website? Is there an option to mandate Autopay for all tenants when they pay online? Can you modify the reservation days on the self-storage website? What are advance reservations and how do you enable them? How do I add a marketing banner at the top of the self-storage website? How can you change the email address from which messages are sent to tenants? Where can you modify the "Size Disclaimer" text on the website? If the 15-minute hold timer expires while the customer is still on the Rent Now Mariposa screen, will they have to restart or will a new unit be assigned? If different Rate Variance settings are specified in the FMS Initial Setup and Website General Settings, which one takes precedence? Does Mariposa/Incode accept passports as a valid ID during the online rental process? If No, then which IDs are accepted? What is the significance of "Enable Account Edit" in the FMS Initial Setup section of Website CMS settings? Can you integrate XPS live chat with Mariposa? What is the difference between Enable Cart Abandonment" and "Email Abandoned Rental Notification" in the FMS Initial Setup section of Website Settings? What is GDS ID?How do I ensure that Automatic payments (Autopay) is enabled for all the upcoming rentals at my property? What is the difference between Refunds, Offline Reversals, and Chargebacks? Which Terminal is Recommended for Tenant Payments for Accepting Card payments by Swiping/Tapping/and Typing Pin? A tenant has a prepaid balance and Autopay enabled. How is the payment deducted, from the prepaid balance or their card since Autopay is enabled? Why is there a Void option for Cash payments in addition to Refund? What does each signify? How can you know if a payment was made from a One Time Payment Link? Does Autopay provide additional discounts on rentals? Does a tenant incur any additional fees for making rental payments with a credit card? How long does it take to deposit an ACH payment? While catching up with an account that is past-due for a few months, in what order is a payment applied? While taking a payment from a tenant via Check, how do I record the amount associated with the check in Hummingbird? What is a Paid through date? How do you know when there is a payment failure? Can you find details about a failed transaction? When autopay fails (for reasons like NSF), when is the NSF fee applied, at the first failure or after all the attempts run? Is there a way to perform a merchandise return/refund that is sold to a walk-in customer who is not a tenant? Can I refund credit card transactions anytime in Hummingbird, or is there a limit on the number of days? Can you re-issue the same invoice after its voided? Which payment methods are supported for one-time payment links? If an Autopayment was made today, can a user void it the same day? If a tenant is on a quarterly or yearly billing cycle and misses a payment, will they still be billed quarterly or yearly? Why is there an ability to set Autopay to re-run for 'X' days after the billing date? What is the difference between a Variable Fee and a Fixed Fee? How to Issue a Refund to a Tenant Why must customers manually link each unit to their online account, even if they are already linked in Hummingbird? Why can't all units associated with their info or the first linked unit be automatically pulled in? Is there a log of changes when a tenant updates their account information? Are tenants required to sign an Autopay addendum when enrolling or is this only a requirement in certain states/a preference for certain operators? How can you waive a month’s rent, late fees, advertising fees, etc. for a tenant? Does the CC Chargeback option refund a payment to a tenant or just removes it from the ledger?How to set up recurring reporting within Hummingbird? What do you do if the Lease does not get generated or is incorrect? Is there a Report that shows all the transactions that occurred through Tenant Payments? Is there a report that shows how much is collected in late fees? Is there a report that shows past tenants? Can you set up Hummingbird to generate activity logs for tasks performed by Property Managers? How do I know the origin of a Payment (i.e. via payment terminal, autopay, on file/manual, etc.) in a Financial Report? Is there a report that can provide information regarding Chargebacks? Is there a report that shows which user retired a lead? What do you do if you get a timeout error while downloading a report for all your properties? Is there a report that shows the Tenants’ Credit Card Expiration Dates? Why does the Rent Change Summary in MSR not match with the Rent Change information in the Rent Management Module?If a Tenant reserves a Space and they don't move in, will the Space go back into inventory automatically or will the manager have to manually take action? Does Hummingbird allow screening for blacklists in the rental flow? When a rental/reservation is initiated, there is an option to choose “how did you find us”. Is there a report to find how many times a source was selected? Can you see who Moved in and Moved out every month on the Dashboard? Where can you update a tenant's vehicle information after a move-in? How can you add the vehicle details after the tenant has signed the lease and moved in? When renting as a business, is the lease agreement generated with the business representative's name? Can you change a business profile to an individual profile? How can you view the Rental Abandonments in Hummingbird? Where can you find a record of the Lead Source information captured while moving in leads? Is there an option to restrict online reservations when only one unit remains available? When you make a reservation, is the price listed at that time saved even if rates change later?If you have a Prorize integration, can you make rent changes for your tenants? A tenant has a scheduled rent change for February and an existing invoice with a prepaid amount. Will the invoice be updated to the new rent amount on the Rent Change's effective date? Can a rental rate increase be applied in the middle of a payment cycle? While uploading a file in the Rent Change Queue, can I add new tenants or only the existing tenants whose rent is due for adjustment? What is the preferred file format? Are the rent plan defaults only available for value pricing or can you assign an automated rent plan to a space with no value tiers? Is the "Last Rent Change (Days)" column in the Rent Change Queue based on the current date or the effective date of the scheduled rent change? If an automated rent change is delayed due to an issue, and the system would normally approve it automatically, why would it then require manual approval? Is there an extra background check for these rent changes?How do I enable a user to Write off a past-due amount for a tenant as a loss to the property? If you’re unable to change a user’s role or permission, what could be the reason? Which permission controls whether a user can edit the autopay bill date? What can a user with No Permissions do and see within Hummingbird?How do I disable the functionality of sending monthly invoices to tenants via email? Let’s say, you have sent out an SMS in bulk to your tenants but some of them cannot see it in their Communications in Hummingbird. What could be the reason for this? Are property specific Email/SMS do not disturb settings based on the time zone where the property is located? Can you make alternate contacts mandatory? Can notes be deleted from a tenant profile? Can we resend failed documents via SimpleCertified in Hummingbird, or can we only download the failed documents and manually mail them out?What is Value Pricing? How Does Value Pricing Work? What needs to be configured for Value Pricing to work? Which views need to be enabled for Value Pricing to work? Can I change the name of the Value Pricing Tiers? What is Space Scoring? Does Space Scoring impact whether a unit is categorized as Good, Better, or Best? What does Custom Value Pricing do? Can I assign Rent Plans to my Value Pricing Tiers? Why don’t some units appear in Grid and List view?Why is my payment getting rejected? Possible Duplicate Request Invalid Service Expired Card Inactive Terminal (Backend) Cannot Complete Because of Violation Do Not Honor Invalid From Account Suspected Card Insufficient Funds Withdrawal Limit Exceeded Invalid Card Suspected Fraud Customer Requested Stop of All Recurring Payments from Specific Merchant PIN Attempts Exceeded Invalid Amount General CardAuth Decline
Rent Management Guided Tour
Table of Contents
The Rent Management module within Hummingbird has been revamped to provide augmented functionalities with new features and improved existing ones. The user interface is also enhanced to give you a better experience.
You can seamlessly view and manage current, past, and upcoming rent changes for your tenants, develop Rent Plans for automated rent increases, and assign them to your tenants. You can even exempt them from the upcoming rent changes and do much more within the Rent Management module.
Note: You can leverage the Rent Management features only if it is enabled for your property. These can be configured by navigating to Settings and Revenue Management. From the Property Settings tab, select your property and switch the Enable for this Property toggle button. To know more, refer to Configuring Settings for Manual Rent Change.
To view the Rent Management module and its capabilities, follow the steps below:
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Click Tools from the left navigation menu and then Rent Management.
- Select your property from the drop-down list to view the associated rent configurations.
- The Rent Management module is divided into three tabs that let you perform various rent change actions pertaining to your tenants:
Rent Change Queue
Showcases the upcoming rent changes based on their deployment month. The Rent Change Queue provides the following details:
- Total Rent Changes - The total number of rent changes scheduled for a specific deployment month.
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Automated Rent Changes - Rent changes that have occurred automatically via pre-defined criteria. These Rent Changes get applied based on the Rent Plans that you create.
Note: This column only applies to users in the Automation tier of Hummingbird. The automated Rent change capability is available as a paid add-on for other packages. - Manual Rent Changes - Rent changes you create manually every month by specifying details like the new rent amount, the deployment month, etc.
- Store Occupancy - The percentage of Spaces occupied after the rent change. It helps evaluate the effectiveness of the rental adjustment. A value is displayed here only after the approval deadline has elapsed; otherwise, it will show as N/A.
- Over/Under Sell Rate - The ratio of rent changes that either exceed or fall below the Sell rate for a deployment month. For example, if the Over/Under Sell Rate is 5/10, five rent changes are above the Sell rate, and ten are below the Sell rate.
- Variance (Rent/Sell) - The difference between the actual rent change and the sell rate, providing an average value that indicates the overall deviation.
- Move-out in 90 Days - The number of tenants who have moved out within 90 days after the rent change notification has been sent. This information is only displayed after the approval deadline has passed.
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Deployed Rent Changes -The rent changes implemented for tenants in a specific month.
- Approved rent Changes - The number of rent changes approved in a specific month.
- Scheduled Rent Changes - The rent changes for a specific month that are pending approval.
- Cancelled Rent Changes - Previously scheduled rent changes that are now cancelled.
- Skipped Rent Changes - Rent changes that were not processed or implemented for a specific deployment month. These changes are scheduled for the next deployment month.
- Total Rent Increase - The cumulative or overall increase in the rental amount for a particular month. It is calculated by subtracting the current rent from the new rent for each tenant with rent changes associated with that specific month. These differences for all tenants are summed to obtain the total rent increase for the deployment month.
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Approval Deadline - The deadline for approving automated rent changes (rent changes generated through Rent Plans).
Note: An N/A value in the Approval Deadline column indicates that either the associated rent changes are already approved or they are manual rent adjustments that are pre-approved.
If a manager does not approve a rent change past the approval deadline, the rent change status will depend on the approval type specified in the Rent Management Settings:
- Automate Rent Changes without Approval - The rent change will be automatically approved, and a notification will be sent.
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Require Approval for Rent Changes - The rent change will be skipped to the next deployment month and will require manual approval.
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Approval Status - The collective status of rent changes in a particular month. The different statuses are as follows:
- To Approve - Rent changes that are scheduled for tenants in a deployment month and are not yet approved.
- Approved - If any rent change in a deployment month is approved manually.
- Auto-Approved - If all the rent changes in a deployment month are automatically approved. This status applies to the manual rent changes that are approved automatically and do not require explicit manual approval.
- Deployed - If all rent changes in the deployment month are implemented for tenants.
- Cancelled - If all rent changes in the deployment month are cancelled.
- Skipped - If all rent changes in a month are Skipped to the next deployment month or if there is a mix of Skipped and Cancelled rent changes in the month.
You can view or review these rent changes based on their status and manually approve the ones that require your approval. You can also take certain actions for the Rent changes, like exempting a tenant from a rent change, tagging a rent change, etc., from the Review Rent Change Recommendations screen. To know more, refer to Reviewing Rent Change Recommendations.
You can sort the Rent Change Queue columns in ascending or descending order by clicking the corresponding down arrow.
You can also narrow down the data by applying filters for specific criteria. Each column has a filter icon that can be used to specify a criteria and its associated value. For example, to see if the number of automated rent increases in any month is above 500. Set the following criteria and click Set Filter.
To remove a filter and restore the list to its original state, click the x icon.
Rent Plan Library
A centralized location for all your Rent Plans, enabling you to create, edit, and delete Rent Plans for Automated Rent Changes.
Note: The Rent Plan Library is only accessible to users in the Automation tier of Hummingbird. Users with basic packages will see the following message on clicking Rent Plan Library. They can purchase the automation functionality as an add-on.
You can specify the desired criteria for increasing the rent changes while creating a Rent Plan, for example, the maximum and minimum rent increase amount, frequency of rent increase, etc. To know more, refer to How do you do an automated Rent Change?
You can modify or delete a Rent Plan by clicking the corresponding vertical ellipsis.
You also have the ability to set default Rent Plans for various Space tiers at your property that are categorized based on the features and amenities offered. To know more, refer to Setting a Default Rent Plan based on Space Type.
Rent Management By Tenant
This section presents the rent-related details for each tenant at your property. It enables you to seamlessly track and manage their rent increases and take appropriate actions.
You have the option to either assign a Rent Plan to a tenant for an automated rent increase or adjust their rent manually from the Rent Management By Tenant tab.
Note: You can assign a Rent Plan only if you’re in the automation tier of Hummingbird and have the Automation feature enabled in Settings. Otherwise, you can just make manual rent adjustments for your tenants.
Some columns here feature familiar terms such as Name, Space Size, Set Rate, Sell Rate, Current Rent, and Variance, which are commonly used across Hummingbird. In addition, there are specific rent-related terms, as described below:
- Last Rent Change - The date when the tenant's rent was last modified or updated.
- Last Rent Change(Days) - The number of days that have passed since the last rent change for a tenant.
- Scheduled Automated Rent Change - The date on which a tenant’s next Automated rent change is scheduled based on the pre-defined Rent Change Plan.
- Next Rent Change - The upcoming date on which a tenant's rent will be modified, either through a pre-defined automated process or via manual updation.
- Days Left to Rent Change - The number of days remaining for the next scheduled rent change. It provides a countdown to the upcoming rent adjustment.
- New Rent - The updated rental amount that a tenant will be required to pay following a rent adjustment.
- New Variance(New Rent/Current Rent) - The difference between the "New Rent" and the "Current Rent" of a tenant. This value indicates the extent of change in the rent amount.
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Selected Rent Plan - The specific Rent Plan associated with a tenant.
Clicking on a Rent plan in this column provides a summary of the Plan details, including the timeline when the rent change is scheduled, its associated amount, maximum and minimum raise amounts, Rent Cap, etc. 
There will be no entries in this column for the tenants who are not associated with a Rent plan.
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Rent Management Status - The current status of a Rent Plan assigned to a tenant. The status can be:
- Active - The assigned Rent Plan is currently in effect and is applied to a tenant.
- Exempt - The assigned rent plan is currently inactive for a tenant. This could be due to various reasons, such as the tenant being granted an exemption from the rent plan or the rent plan not applying to the tenant's specific situation.
You can perform various actions pertaining to the rent increase for your tenants by clicking the corresponding vertical ellipsis:
- Assign/Change Rent Plan
- Exempt from rent change/ Remove Rent Change exemption
- Edit rent change
- Skip/Cancel rent change
- Manual rent change
Note: These options appear based on the permissions granted for Rent Management. They can be configured by navigating to Settings and Revenue Management. To know more, refer to Understanding Rent Management Permissions.
Clicking a tenant’s name will direct you to their profile. You can view various details from here, including their Space details, current rent, next rent change, balance details, promotions, discounts, coverage information, etc.
You can export the Rent related information for your tenants in a .pdf or .xlsx format, set a desired view by selecting the required columns, and also perform a bulk edit for assigning rent plans, changing rents, or applying a rent change exempts to multiple tenants in one go by accessing the various options available on the Rent Management By Tenant page.
