MoveBoardA storage card can be declined two ways: the monthly autopay charge, or when someone in the office charges a card on file from the tenant's Ledger. Either way, MoveBoard tells the customer straight away and shows it to you.
What the customer gets
An email and a text, from your company's templates Storage payment declined and Storage payment declined (text). The text reads, for example:
> Your company name: Hi Ann, your storage payment of $150.00 on the card ending in 4242 was declined. Please update your card and pay your balance here: (their link)
The link opens the customer's own storage page, where they can put a new card on file and pay their balance — no sign-in needed.
The messages are filed in the tenant's conversation. They respect the customer's own email and text choices and anyone who has replied STOP.
A customer paying on their own storage page is not sent these: they see the refusal on the page.
What you see
- The Storage page's Needs attention lists tenants whose card was declined and who haven't paid since, with the amount.
- The tenant's Storage Log gets one plain line, for example "The monthly storage charge of $150.00 on the card ending in 4242 was declined (…). The customer was told by email and text."
- An open tenant window and the Storage page update by themselves — including the moment the customer pays from the link.
The customer is told once per decline: not again for the same month's charge, and not again within a few minutes while the office tries another card.
Change the words or turn them off
Both messages are in Settings › Communication › Templates, in the Storage folder, on their own rule. Edit the words, or switch a message off to stop it. Every company starts with both on.
If a message was not sent
The log line says what was not sent and why, for example a tenant with no email address or a number that replied STOP.