By default, a tenant can schedule their own move-out from the Customer portal. If you would rather every move-out go through your team (negotiation, re-listing, checking the state of the unit), you can take that option away for the whole facility.
Who this article is for
Changing this setting requires the Owner or Manager role. Without it, you don't have access to facility settings.
Turn off self-serve move-out
Step 1.
Open Settings, Billing group, Rental policies tab.
Step 2.
Find the Allow tenants to schedule their move-out from the portal setting, just under Minimum Cancellation Period, and switch it off.
Step 3.
Click Save policies at the bottom of the page. Until you save, the change is not applied.
The setting sits between Minimum Cancellation Period and Minimum Rental Term.
What happens automatically
In the Customer portal, the end-lease button disappears for every active rental that doesn't already have a move-out scheduled. In its place, the tenant sees a note asking them to contact the facility, with your facility name and your phone number if one is on file.
A move-out already scheduled before you turned the setting off is not cancelled: its date stays active, and the tenant keeps access to the inspection step from the portal. To reverse that move-out, you use Cancel move-out on the rental's page.
Your own way of scheduling a move-out is not affected: the Schedule move-out button on the rental's page works exactly as before, whatever this setting says. See Schedule a move-out.
Troubleshooting
A tenant says the button to move out is gone.
Check: is Allow tenants to schedule their move-out from the portal switched off for this facility?
Do: this is the expected behaviour. Schedule the move-out yourself from their rental page, or switch the setting back on if you'd rather return to self-serve.
The setting went back to its previous value.
Check: did you click Save policies before leaving the page?
Do: make the change again, then save. The button is at the very bottom of the tab.
Common questions
Does this setting apply to the whole facility? Yes. There is no per-unit-type or per-tenant version: it is on or off for the entire facility.
Does it change notice periods or billing? No. This setting only controls who can start a move-out. Notice and billing-end calculations stay the same, whether you or the tenant schedules it.
Is it on by default? Yes, on every facility. Nothing changes until you switch it off yourself.
Can I turn it off for certain unit types only? No, not at the moment. The setting applies to the whole facility.