Use this flow when a tenant moves to another unit without creating a new rental. A swap stays within the same unit type and does not change billing. A transfer moves to another unit type and can adjust the rate.

Changing a unit generally requires the Owner or Manager role. If the button is missing or disabled, check your role in Team and roles.

​

Before continuing, check that the rental is active, that no move-out is scheduled, that the target unit is available in Units, that the target unit type has the right rate in Unit types, and whether the change should apply right away or at the next cycle.

Step 1.
From Rentals, open the tenant's record and confirm it's active.

​

Step 2.
Click Change Unit in the top right. The transfer dialog opens and shows the current unit.

Step 3.
In the Unit type field, choose the group that matches your case: Same type (swap) to stay within the same unit type at the same rate, or Different type (transfer) to change unit type and potentially adjust the rate.

Use a swap when the tenant stays within the same unit type: choose the current type under Same type (swap), select the target unit, then click Confirm Change. No billing adjustment is created. The old unit becomes available again and the new unit is linked to the rental.

Step 4.
Choose the target type under Different type (transfer), select the target unit, then click Continue.

​

Step 5.
Review the proposed Monthly rate (defaults to the chosen unit type's rate; adjustable if needed) and choose the Billing adjustment. The preview shows the current rate, the new rate, the difference, and the effective date.

The transfer summary shows the target unit and the numeric preview of the adjustment before you confirm.

​

Apply immediately creates the adjustment right away: if the new rate is higher, a difference invoice can be created; if it's lower, Stortech generally applies a credit to the next invoice rather than a cash refund. If the rental is on autopay, Stortech may charge the payment method on file; if it's offline, your team must collect payment manually. To understand payment labels, see Payment labels and conversion to autopay.

​

Effective next cycle creates no immediate adjustment; the new rate applies at the next renewal.

​

Step 6.
Click Confirm Transfer (or Confirm Change for a swap).

After confirming, the record shows the new unit and the updated rate.

The record immediately reflects the new unit, the new rate, and the next billing date.

​

Also check the Invoices tab if an immediate adjustment was created, the Activity tab to confirm the transfer and access commands, and the emails sent to the customer if your setup sends them automatically.

The old unit becomes available again and the new unit is linked to the rental. Access commands are updated according to your provider (processing can be asynchronous). For a transfer, billing is adjusted according to the option chosen, and an active promotion, if any, is preserved with its remaining months. A confirmation email may be sent to the customer with the change details.

Current unit — the unit currently occupied. Unit type — the target type, for example 5x5, 5x10, or 10x20. Swap — same unit type, no rate change. Transfer — different unit type, with a possible billing adjustment. Monthly rate — the rate that will apply to the new unit. Apply immediately — creates the adjustment right away. Effective next cycle — applies the new rate at the next renewal.

The Change Unit button is disabled. Why?

​

What to check: Is the rental active? Is a move-out scheduled? Does the customer have a failed payment or a PAD mandate still under verification?

​

What to do: Resolve the blocker before retrying. Cancel the scheduled move-out if applicable, resolve the failed payment, or wait for PAD mandate confirmation.

​

The target unit doesn't appear. Why?

​

What to check: Is the unit available in Units? Does the unit type have available units?

​

What to do: Make the unit available, or choose a different unit type.

​

The rate shown isn't what was agreed with the customer. What do I do?

​

What to check: Does the rate come from the unit type, or from a custom amount entered in the dialog?

​

What to do: Edit the monthly rate in the dialog before confirming the transfer.

​

An invoice was created immediately. Why?

​

What to check: Did you choose Apply immediately?

​

What to do: Check the invoice in Invoices. If the rental is offline, collect the payment manually.

​

The customer wants a refund after transferring to a cheaper unit. What do I do?

​

What to check: Did Stortech apply a credit rather than a refund?

​

What to do: Explain that the credit reduces the next invoice. If an actual refund is needed, process it from the invoice in question.

​

Access to the new unit doesn't work right away. Why?

​

What to check: Does the Activity tab show the access commands?

​

What to do: Wait for provider processing if the command is recent. If nothing changes after the normal delay, contact support with the rental record in question.

How do I change a tenant's unit? — Open their record from Rentals, click Change Unit, choose the unit type and target unit, then confirm.

​

What is the difference between a swap and a transfer? — A swap stays within the same unit type. A transfer changes unit type, for example to a larger, smaller, or exterior unit.

​

Does a swap change billing? — No. If the unit type stays the same, the rate and billing cycle do not change.

​

What does Apply immediately mean? — Stortech bills or credits the difference right away, according to the rental's payment method.

​

What does Effective next cycle mean? — No immediate adjustment is created. The new rate applies at the next renewal.

​

Why can the Change Unit button be disabled? — The rental may not be active, a move-out is already scheduled, the customer has a failed payment, or a PAD/ACSS mandate is still under verification.