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What to do if the tenant is not receiving the PIN for activation via text message
Activation Link
When a user account is created (for both tenants and non-tenants), a unique PIN is generated. This PIN serves as a security measure and is sent to the user via email or text message, acting as a temporary password for their initial login. This two-step security process ensures that the person accessing the account with the provided email or phone number is indeed the authorized user.
Occasionally, tenants may not receive the activation link needed to set up their Storage Smart Entry mobile app accounts. This often occurs due to the link expiring from inaction or, if tenants signed up with an email address, the activation link may be directed to their junk mail folder and inadvertently deleted.
To view the process for resending an activation link:
Resending an Activation Link to a Tenant
If this is still not working, you can try to have the PIN sent via a phone call.
PIN via Phone Call
If your customer is still not receiving the text message with the PIN after attempting to resend the activation link, you can request that the PIN be sent via phone call. This option triggers an automated call that will read the PIN aloud.
To have your customer request a PIN via phone call, instruct them to open the Mobile App, enter their username (email or phone), and click 'Next.' On the password page, they should select 'Send Code.' This will provide options to receive the code via SMS or Phone Call. If they prefer a phone call, they should choose the Phone Call option.
Important: The user must have the correct phone number associated with their account for this to work.
The PIN provided during the phone call acts as their temporary password. The tenant should enter this PIN in the password section of the Mobile App and then click 'Next.' For example, if the automated phone call gives a PIN of 728639, they should input this.
After entering the PIN, the system will guide the user to create a new password. Once successfully created, the user can log in using their email address or phone number along with the newly set password. This process activates their account.
