When a customer wants to move into another unit without creating a new booking, you change their unit from their record. Stortech distinguishes two scenarios: swap (move to another unit of the same type, no price change) and transfer (move to a different unit type, with billing adjustment). The button and dialog are the same; only the billing logic differs.

Common questions

How do I move a customer to another unit of the same type? On their rental record, click Change unit. Pick the same unit type in the dropdown, then the target unit from the available ones, and confirm. No billing adjustment.
How do I transfer a customer to a different unit type (larger, smaller, climate-controlled)? Same Change unit button, but pick a different type. The dialog shows the transfer summary (current rate vs. new), you choose when to apply the adjustment, then you select the target unit.
What's the difference between "Apply immediately" and "Effective next cycle"? Apply immediately charges or credits the difference right away (proration). Effective next cycle doesn't change anything until the next renewal, when the new rate takes effect.
Will the customer be refunded in cash if their new rate is lower? No. For a downgrade with immediate proration, a Stripe credit is applied to the next invoice. It's not a cash refund. For a real refund, use the relevant invoice record.
Why is the Change unit button greyed out? The rental isn't active, or a move-out is scheduled, or the customer is delinquent, or the ACSS mandate is still being verified. All these states block a unit change.
Is an active promotion lost during a transfer? No. If a promotion is active, it's transferred to the new rental with the remaining months. The dialog says so: "Promotion active, {N} remaining months will be transferred."

Who this article is for

Changing units requires the Owner or Manager role. If the Change unit button is missing or greyed out, ask an Owner on your team.

Before changing units

The rental must be active (not pending, not ended, no move-out scheduled).
At least one available unit in the target type.
If the customer is on pre-authorized debit (ACSS/PAD) and their mandate is still being verified, the change is blocked until the mandate confirms (1 to 5 business days).
If the customer is in active delinquency (recent payment failure), the change may be blocked to avoid a double charge.

Open the dialog

To start a unit change:

Open the rental record.
Click Change unit.
The Change unit dialog opens. The subtitle adapts to the scenario:
- "Pick a new unit for this booking." (swap) - "Transfer this customer to a different unit type. Billing will be adjusted automatically." (transfer)
A Current unit box shows the number, type, and current monthly price.
The Unit type field shows Select a type....

Pick the unit type

The dropdown shows two groups:

Same type (swap), the current unit appears with the availability count (for example "4x5, 1 available"). Lets you keep the same type and the same rate.
Other type (transfer), other available types with their count (for example "5x10, 2 available").

You can search with Search a type.... If nothing matches, the message No available type is shown.

Do a swap (same type)

When you pick the same type:

Pick the current type in the dropdown.
The Unit field appears with Select a unit....
Pick the target unit from the available ones.
Click Confirm change.
While running, the button shows In progress....
The dialog closes and the record shows the new unit.

No billing adjustment is applied. The rate and cycle don't change. The old unit becomes Available again immediately, without inspection.

Do a transfer (different type)

When you pick a different type, the dialog switches to transfer mode:

Transfer summary is shown:
- Current rate, current monthly price. - New rate, new type's price. - Difference, gap between the two. - Active promotion (if applicable), "Promotion active, {N} remaining months will be transferred."
Preview shows the Adjustment and Effective date.
Pick the Billing adjustment:
- Apply immediately (charge/credit the difference), immediate proration. - Effective next cycle, no adjustment, the new rate applies on the next renewal.
Click Continue.
Pick the target unit from the available ones.
Click Confirm transfer. The button shows In progress... during execution.

To exit without changing the unit, click Cancel. The Back button returns to the previous step without cancelling.

What happens automatically

Swap

The old unit becomes Available again immediately, without inspection.
The new unit is marked occupied.
Gate access is updated: old unit removed, new unit added. Execution can be asynchronous depending on the provider (ICT, OpenTech, PDK).
The existing lease isn't regenerated.
No transactional email is sent.

Transfer

The rental's Stripe subscription is rebuilt with the new rate.
Based on the adjustment mode:
- Apply immediately + upgrade: a proration invoice is issued and charged immediately.
- Apply immediately + downgrade: a Stripe credit is applied to the next invoice (not a cash refund).
- Effective next cycle: nothing immediate, the new rate starts on the next renewal.
If a promotion was active, it's transferred with the remaining months.
A new lease may be generated based on the facility's BoldSign configuration.
Gate access is updated, asynchronously.

Important statuses and fields

Item	Meaning
Current unit	Unit currently occupied by the rental.
Unit type	Target category (for example 4x5, 5x10).
Same type (swap)	Keeps the same rate and billing cycle.
Other type (transfer)	Changes the rate; billing adjustment required.
Current rate / New rate	Useful comparison to explain to the customer.
Active promotion	An ongoing promotion will be transferred with the remaining months.
Apply immediately	Immediate proration (charge or credit).
Effective next cycle	No adjustment; the new rate applies at renewal.
Confirm change	Confirmation button for a swap.
Confirm transfer	Confirmation button for a transfer.

Common issues

Situation	What to check	What to do
The Change unit button is greyed out. Why?	Is the rental active? Is a move-out scheduled? Is the customer delinquent?	Resolve the blocker first: cancel the scheduled move-out if applicable, settle the failed payment, or wait for the ACSS mandate to confirm.
No target type appears in the dropdown. Why?	Do other types have available units at the facility?	If all types are full, add units to the desired type or wait for one to free up. See the Units article.
The customer wants a refund after a downgrade. What now?	The applied credit isn't a cash refund; it reduces the next invoice.	Explain it to the customer. If a real refund is required, issue it manually via the relevant invoice record.
Access to the new unit doesn't work immediately. Why?	Executing the access change is asynchronous (can take a few minutes to a few hours).	Check the rental's Activity tab for the command. If not resolved after 1 hour, see the Customer can't get in (gate access) article.
The transfer fails with a Stripe error. What now?	Does the Activity tab show the failure trace?	The transfer runs in multiple phases; some failed phases need manual intervention. Contact support and mention the rental number.
The customer is on ACSS/PAD and the transfer is blocked. Why?	Is the ACSS mandate still being verified?	Wait for the mandate to confirm (1 to 5 business days) then retry. See the Pre-authorized debit (ACSS / PAD) article.