Frequent Ask Question

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Top Question

How much is the transaction charged to operator, any hidden fee?

1. Transaction above RM200 will be 1%
2. Transaction below RM200 will be RM2
3. This transaction charges will bear by operator who use Staywhale.

Do Staywhale sell smart lock?

No, we don’t. But we do provide integration to our Staywhale for automation. And we choose the best & most reliable smart lock system which is TTlock.

e-Tenancy Agreement in Staywhale can be edit/ customize?

Currently no, in future will implement. Stay Tune!

Can i use smart meter only?

Smart Meter must work together with our tenancy for automation function.

I want to use Prepaid & Manual rental collection

Yes you can, but we not advise to manual collect rental as our system is built to automate all payment collection. If manual, have to update rental invoice manually.

Dashboard Summary

Occupancy Rate: based on whole unit/ room occupancy.
Active Tenancy: based on the whole unit/ room.
Payment Collection: This collection graph is not including H2M & B2B payment collection.

Settlement

When will the money transfer to the operator?

1. Settlement on every (Monday, Wednesday & Friday).
2. Any payment go through Staywhale App.

Can Operator/ Owner payment settle to more than one bank account from one Staywhale account?

Each account can have only ONE bank account to settle the payment.
All tenant in the organization account, payment will settle to ONE bank account only.

Users

Why user not found?

1. User not yet create
*Not able create user, user email existed, do contact Staywhale Team

User registered account by themselves, what to do?

1. Contact Staywhale Team
2. Provide us registered email address
3. We will link user to your organization

*Do let all tenant know, you will create user for them, to prevent issue above to be happen.

Properties

Property not found?

1. Select Filter
2. Status -> Select All
3. Tick on Show property that have no units
*After above step is done, if still not found, do contact Staywhale Team

Property Units

Property Unit & Room not found?

1. Go to Property Units
2. Add Unit
3. Fill In Details
4. Create Property Unit

Rooms

How to add room?

Tenancies

Why tenant not able to access the App? Show: You Are Not Tenant

1. Tenancy is not created
2. Tenancy not yet Activate
3. Tenant using different email to login
4. Tenant registered account by themselves

*Check tenant registered account name & email in your organization is same as tenant login email? *If not same, do contact Staywhale Team.

What is (Due date days, Advance Invoice Days & Invoice Day Every Loop)?

If set as below:
Invoice Day Every Loop (Invoice Date): 1
Advance Invoice Days (Send Date): 7
Due date days (Due Date): 4

Example:
Invoice Day Every Loop: 1 Jan
Advance Invoice Days: 25 Dec
Due date days: 5 Jan

Billing

Why tenant not able to see rental invoice?

1. Invoice not yet create
2. Invoice not yet confirmed
3. Invoice still in Draft status
4. Invoice not yet reach send date

*Check if current month invoice is created or updated to Confirmed & Coming Due. If not yet, do update the invoice.

Can edit confirmed invoice?

No, once invoice is confirmed, cannot be edit.
Only Draft invoice can be edit.

How to void Invoice?

You can void all invoice, but not Paid invoice.

Manual paid invoice can void or delete?

No, but you can request backend team to void it. Do contact Staywhale Team.

Payment through App or system can void or delete?

No, tenant pay using App cannot be void or delete.

Smart Meter

Why smart meter show *Offline*?

1. WiFi not stable, disconnected OR down
2. Smart Meter no power supply *Possible Switch Jump
3. WiFi 2.4G username & password changed

*Any changes on 2.4G WiFi, have to redo smart meter pairing. If above is done checked and issue still occur, contact Staywhale Team.

Why smart meter show *Waiting to be issued*?

WiFi not stable, should be back *Online* in few minutes.

Why tenant not able to topup?

If smart meter show *Offline*
Smart meter not yet link to this tenant room
Smart meter not yet add in Staywhale

Why tenant topup but balance no add in?

After successful payment, lost connection before system can reload to tenant. ie: Reload while inside LIFT or places with no line.

*Do provide smart meter ID to Staywhale Team to reload back to tenant.

Why smart meter auto power off?

1. No balance
2. Have overdue invoice

*Tenant must use App to clear all overdue bills only smart meter will auto power on back.

Owner Reporting

What is owner payout cutoff date?

Owner payout cutoff date is the actual date that will cutoff for each month. It is based on what you set. Let say if you put 15 then owner payout every month will be:

Example:
16Jan – 15Feb is February owner payout
16Feb – 15Mar is March owner payout

Owner invoice confirmed can be delete?

To delete, make sure owner invoice is not link to any *Owner Payout*, else have to delete the payout before can void the owner invoice.

*Do take note: If owner payout status is *Paid*, cannot be void.

Owner payout status that is *Paid* can be delete?

No, once Payment Voucher is generated for the owner invoice & payout cannot be delete.

*Do take note: Before generate Payment Voucher, make sure everything is confirm & correct.

Payment voucher can be delete?

No, once generated, all the owner invoice & payout link to this payment voucher cannot be delete as well.

If owner payout generated, can generate again?

Yes, if you have additional charges for owner, you may generate same payout for same month. It will replace with latest charges list.

*This only can be generate if the owner payout status is *Unpaid*

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Whale Fusion Co reg # WF 202201047773 (1493470-W)

Designed with Staywhale