Use this flow when a tenant leaves their unit. Stortech separates the physical move-out date, which removes access to the unit, from the last day billed, which follows the billing cycle and the notice policy configured in Facility settings.
Video
This video shows how to schedule a tenant move-out in Stortech, understand the last day billed, manage notice, complete the inspection, and make the unit available again.
Before You Start
Scheduling a move-out usually requires the Owner or Manager role. If the button is missing or disabled, verify your role in Team and roles.
Before continuing, verify:
– the rental has already started;
– no unit change is in progress;
– the real date when the customer leaves or left the unit;
– your notice policy, configured in Settings > Billing > Rental policies > Minimum cancellation period;
– whether a refund or deposit settlement must be handled separately.
Facility being migrated. If your facility's billing is not activated yet, your imported rentals are frozen and this flow does not apply: there, the Schedule move-out button only records the date the customer announced, with no invoice, no charge and no notice to the customer. See Move-out on an imported rental.
Schedule The Move-Out
Open the record
Step 1.
From Rentals, open the tenant's rental record.
Step 2.
Verify that the rental is active.
Step 3.
Click Schedule move-out at the top right. The move-out dialog opens.
From Rentals, open the tenant's rental record, then click Schedule move-out to open the move-out dialog.
Choose the physical move-out date
The move-out date is the customer's physical move-out date. It is the date when access should be removed or considered removed.
Step 1.
In the dialog, choose the Move-out date.
Step 2.
Review the preview: it shows the notice applied and the Last day billed, the final day billing covers.
Step 3.
If the customer is leaving today, keep today's date.
Step 4.
Click Schedule move-out to confirm.
The preview shows the move-out date chosen, the notice applied, and the last day billed. Here a 1 November move-out gives a last day billed of 31 October.
Notice and last day billed
The last day billed is not always the day before the physical move-out date. For example, if the rental is billed on the anniversary date and a 30-day notice applies, billing can run to the end of the next eligible cycle.
The notice shown in the dialog comes from the facility policy in Settings > Billing > Rental policies > Minimum cancellation period. To change that default value, see Facility settings. Already scheduled move-outs keep their original calculation.
The operator can sometimes waive the minimum notice if your policy allows it. This only changes the last-day-billed calculation. It does not create an automatic refund, and it is not available to the customer in the portal.
After Scheduling
Once the move-out is scheduled, the rental record immediately shows the new dates: the status changes to Ending soon, and the Access ends and Last day billed fields appear in the Rental panel. A Cancel move-out button replaces Schedule move-out for as long as the move-out is reversible, which is explained below under Cancel the move-out.
After scheduling, the Rental panel shows the access-ends date and the last day billed. Here the move-out is 1 November and billing covers through 31 October inclusive.
Access and billing
Gate access may be removed asynchronously depending on your access-control provider. If access still appears active, check the Activity tab before contacting support.
Billing covers the displayed Last day billed in full, then stops the next day. If a future payment is still scheduled before that date, it will be processed normally according to the rental's payment method.
Start inspection
On the move-out date, the record shows an inspection step. This confirms whether the unit is ready to rent again or should stay unavailable for cleaning or repairs.
Step 1.
Click Start inspection.
Step 2.
Choose Ready to rent or Needs cleaning/repair.
Step 3.
Add notes or photos if useful.
Step 4.
Click Finalize move-out.
The inspection determines whether the unit becomes available immediately or stays unavailable for work.
Finalize and release the unit
If you choose Ready to rent, the unit becomes available and can be rented again. If you choose Needs cleaning/repair, the unit stays unavailable until a team member makes it available from Units.
If the rental had a security deposit, deposit settlement remains a separate step after inspection. See Deposit settlement.
Edit Or Cancel A Scheduled Move-Out
Edit the date
You can edit the date with the Edit move-out date button, in the header of the Rental section of the record. It appears under the same conditions as Cancel move-out, described just below. The last day billed is recalculated based on the new date and the facility policy.
Cancel the move-out
You can cancel a scheduled move-out with the Cancel move-out button, in the button row at the top of the record. The rental becomes active again, the planned last day billed is removed, and pending access commands may be cancelled or resynced.
The button shows for as long as either condition holds: the move-out date is today or later, or the tenant's billing is still active in the future. A move-out dated today does show the button, and a move-out whose date has already passed still shows it as long as billing hasn't ended.
Three situations remove both buttons anyway, because the move-out already produced an effect that doesn't undo itself: the unit has been re-rented to another booking, gate access has already been removed, or the move-out inspection or deposit settlement is already complete. In those cases an info message takes the button's place and names the blocker. Contact support with the rental in question.
For the full walkthrough when the move-out date has already passed, see Reverse a move-out already past.
Once the inspection is completed and the move-out is finalized, that move-out can no longer be cancelled. If the customer returns, create a new rental.
Statuses And Important Fields
Move-out date | Physical date when the customer's access should be removed. |
Notice | Minimum days required before billing can stop, per the facility's policy. |
Last day billed | Final day billing covers. It stops the next day. |
Access ends | Date when gate access is removed or scheduled to be removed. |
Ready to rent | Inspection status that makes the unit available. |
Needs cleaning/repair | Inspection status that keeps the unit unavailable until work is complete. |
Troubleshooting
The Cancel move-out button does not appear. Why?
What to check: has the tenant's billing ended? The button shows for as long as the move-out date is today or later, or billing is still active. Also check whether an info message took the button's place: it names the blocker (unit re-rented, gate access already removed, or inspection and deposit already settled).
What to do: if billing is still active you can correct the move-out yourself, see Reverse a move-out already past. If a blocker is shown, or billing has genuinely ended, contact support with the rental in question. There is no facility setting that controls this button.
The Schedule move-out button is disabled. Why?
What to check: has the rental started? Is a unit change in progress?
What to do: if the rental has not started, cancel the booking before move-out or contact support. If a unit change is in progress, complete or cancel that change first.
The customer wants to leave immediately without notice. What should I do?
What to check: does your policy allow the operator to waive notice? Also check the Minimum cancellation period in Facility settings.
What to do: use the waiver option if available and allowed by your policy. Explain that this does not create an automatic refund.
The customer paid for a full month but leaves early. How do I refund them?
What to check: which invoice should be refunded or credited?
What to do: use the related invoice to issue a refund or adjustment. Scheduling the move-out does not automatically refund prorated rent.
Access still works after the move-out date. Why?
What to check: does the Activity tab show an access removal command?
What to do: wait for the provider to process the command if it is recent. If nothing changes after the normal delay, contact support with the rental record.
The Inspection card does not appear. Why?
What to check: is the move-out scheduled, or has it already been finalized?
What to do: schedule the move-out first. If inspection is already completed, the card normally disappears.
Common questions
How do I schedule a customer's move-out? — Open the rental record, click Schedule move-out, choose the physical date, review the last day billed, and confirm.
Why can billing continue after the physical move-out date? — The physical date removes access. The last day billed aligns with the next valid cycle according to your policy: anniversary date, first of the month, four-week cycle, or the Minimum cancellation period configured in Facility settings.
Does Stortech automatically refund if the customer leaves early? — No. Stortech does not create automatic prorated refunds. If you want to refund an invoice, do it from the invoice. See Invoices.
Can the customer waive notice from the portal? — No. The customer can request a move-out from the Customer portal, but waiving notice is operator-only.
When does the unit become available again? — After scheduling, you must complete the inspection. If the unit is marked Ready to rent, it becomes available. See also Unit inspection.