General Questions for System Admins

  1. If the membership is free, then it will cancel all of the user memberships right away.

  2. If the membership is a paid membership, they’ll be able to use the membership for the rest of the paid term, but won’t be able to renew afterward.

The outcome will depend on if the membership is a free membership or a paid membership.

Where can I find a sample user agreement for my system?

Refer to our User Agreement and Waiver section for a standard user agreement to review and modify for your system.

I'm having trouble signing into the app with an international number. What can I do about it?

From the first screen of the app where you are prompted to enter your phone number, select the drop down to the left of the text input field, where you may select the appropriate country. If for some reason your country is not listed, please reach out to support@movatic.co and include the name of the country to be added to the drop-down list.

Existing customers who would like to improve the translations of a specific language may also reach out to our support team to coordinate meaningful updates to the translations, helping us ensure a good experience for existing and future customers.

If you’re receiving an error message when attempting to scan a QR code, take a screenshot for our customer support team to view the specific type of error you're receiving and provide additional details, such as the system you're attempting to rent from and the number associated with the unit.

When you have all of these details together, please send them to support@movatic.co for review.

Help! I've misspelled the system name/location name/membership name. What can I do?

All you need to do is reach out to support@movatic.co with the incorrect spelling and the correct one, and we'll get it taken care of for you!

I'm a little confused and trying to reconcile a payout. Can you help?

If you have a system billing issue and aren't quite sure what is included in a payout, you should first try to resolve using the Billing exports. If you are still left with questions, reach out to support@movatic.co with what you're running into and we'll assist as we can.

The process typically involves a few steps to verify the request and ensure the security of the user's information. This functionality aligns with our commitment to offering users a seamless and user-centric experience, giving them the freedom to manage their accounts in a convenient manner directly through the app.

How long does it take for a refund to process? Same with hold funds that are returned?

Great question! After the refund/canceled hold, it typically takes 5-7 business days per Stripe and is greatly influenced depending on the user's bank.

You can always refer to legal.movatic.co for this information.

Thanks for asking! We are able to support 103 languages. You can see the list full below:

Afrikaans, Albanian, Amharic, Arabic, Armenian, Azerbaijani, Basque, Belarusian, Bengali, Bosnian, Bulgarian, Burmese, Catalan; Valencian, Cebuano, Central Khmer, Chichewa; Chewa; Nyanja, Chinese (PRC), Corsican, Croatian, Czech, Danish, Dutch; Flemish, Esperanto, Estonian, Finnish, former Hebrew, French, Gaelic; Scottish Gaelic, Galician, Georgian, German, Greek, Gujarati, Haitian; Haitian Creole, Hausa, Hawaiian, Hebrew, Hindi, Hmong; Mong, Hungarian, Icelandic, Igbo, Indonesian, Irish, Italian, Japanese, Javanese, Kannada, Kazakh, Kirghiz; Kyrgyz, Korean, Kurdish, Lao, Latin, Latvian, Lithuanian, Luxembourgish, Letzeburgesch, Macedonian, Malagasy, Malay, Malayalam, Maltese, Maori, Marathi, Mongolian, Nepali, Norwegian, Panjabi; Punjabi, Persian, Polish, Portuguese, Pushto; Pashto, Romanian; Moldavian; Moldovan, Russian, Samoan, Serbian, Shona, Sindhi, Sinhala; Sinhalese, Slovak, Slovenian, Somali, Sotho - Southern, Spanish, Castilian, Sundanese, Swahili, Swedish, Tagalog, Tajik, Tamil, Telugu, Thai, Turkish, Ukrainian, Urdu, Uzbek, Vietnamese, Welsh, Western Frisian, Xhosa, Yiddish, Yoruba, Zulu.

How can I see the amount of taxes owed?

Great question! This needs to be handled by the operator themselves. As an operator, you're able to set the tax percentage for your system and this is broken down in the rental export (tax_rate and tax_amount) where you're able to get all of this information for tax purposes.

When a system is first created, it's usually set on Demo mode. You'll be able to see this when you're in Settings because it will say "This system is a demo system and is not visible without a membership. Please contact your setup partner to activate this system." there. If it says this, you're good! Just email support@movatic.co before you're ready to launch and disable the demo feature.

If it doesn't say this but you aren't ready to launch yet, reach out to support@movatic.co with the name of your system and we'll set it up for you.

What type of notifications does a user receive?

For user notifications, they receive the following notifications:

We'll be adding more with examples. Stay tuned!

If a charge fails, the user will go into a delinquent state and cannot do a rental until a new payment method is added. When it is added, any failed charges will be retried.

How to request PCI Compliance?

You may reach out to the Customer Support team at support@movatic.co to acquire the PCI Compliant Certificate.

How to change the location of a hardware unit?

Go to the hardware detail page and click "Edit". On the edit page, you will be able to select a new location from the drop-down of locations. Once you have selected the correct location, click submit. For more information about changing the location of a hardware unit, click here.

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