A planned move-out isn't always reversed the same day: the tenant sometimes turns out to still be in place days after the recorded date, once the mix-up gets reported. Stortech lets you correct these move-outs yourself, without support, as long as the tenant's billing is still active.
Who this article is for
Owners and managers. This article assumes you already know the move-out dialog described in Schedule a move-out; it only covers correcting a move-out that's already been scheduled.
When it's possible
A planned move-out can still be edited or reversed from the booking page as long as either condition holds: the physical move-out date is today or later, or the tenant's Stripe billing (the subscription, or its already-scheduled end date) is still active in the future, even if the recorded move-out date has already passed.
In practice: if a tenant says "I'm still in my unit until the 31st" after a move-out was recorded by mistake for an earlier date this month, and their billing never actually stopped, you can correct the booking yourself, even though the recorded date is in the past.
Correcting a move-out that's already past
Step 1.
From Rentals, open the tenant's booking.
Step 2.
If the situation allows it (see above), both correction actions stay available even though the recorded date has passed, in two different places on the page: Cancel move-out in the button row at the top, and Edit move-out date in the header of the Rental section.
Step 3.
Click Edit move-out date to correct the date, or Cancel move-out to remove it entirely and restore the booking to active. Confirm in the dialog.
Cancel move-out sits at the top of the booking; Edit move-out date sits in the Rental section.
Step 4.
The booking updates immediately: the new move-out date, or back to active status if the move-out was cancelled.
When it's no longer possible
If any of the following already happened on this booking, both buttons disappear and an info message takes the place of Cancel move-out at the top of the page, explaining why instead of showing nothing at all:
Unit re-rented. The unit has already been rented out to another booking.
Access already revoked. The tenant's gate access has already been removed. The on-screen message says "portal access": it means the site gate, not the customer portal.
When correction is no longer possible, a notice replaces the two buttons.
Inspection or deposit already settled. The move-out inspection or the security deposit settlement is already complete.
In any of these three cases, contact support with the booking in question: those changes need to be undone by hand before a move-out can be reversed.
Common issues
The Edit move-out date and Cancel move-out buttons are missing, with no explanation shown.
Check: has the tenant's billing actually ended? If the Stripe subscription is already cancelled or the last day billed has passed, the booking is considered genuinely over and can no longer be corrected from the page.
Do: contact support with the booking in question to review what correction is still possible.
Common questions
Do I still need to contact support to cancel a move-out whose date has passed? Not necessarily. If the tenant's billing is still active, you can now do it yourself from the booking page. Support is still needed only when a blocker message shows (unit re-rented, access revoked, or inspection/deposit already settled) or when billing has already ended.
Does this change any invoices already issued? No. Editing or cancelling a move-out doesn't refund anything automatically. See Invoices to issue a refund if needed.