SmartMove problem- cancel results in locking out an email address

[Larry Goodhind]

Sorry if this is a duplicate of an already posted issue or if this is a bad place to throw the request but I couldn't find anything. We're using SmartMove for the first time with our first rental- the prospective tenant had not received the contact email we attempted to clear it and resubmit.

The issue is that when we deleted and re-added him in order to force a new invite it appears to have left the application in a corrupt state- we have a header that says he is canceled, detail records that show him twice, and when he tried to authorize, his transaction failed. We also saw that our credit card has been pre-approved for him twice.

What we would like to see if for the approval to go through (put him in a non-canceled state), the detail records combined into one, and for the credit card to be charged once for the check.

We submitted a help request and got back an automated FAQ- just sent a second but afraid of getting another canned response and wasting time ... would love to lock this down. =)

Has anybody run into this? If so what is the process to get everything back on track?