Process Tenant Transfers Between Units

Use tenant transfers to move renters between units while maintaining accurate billing, documentation, and payments.

Quick Start
1. Open the tenant or unit you want to move.
2. Start a Transfer and select the tenant’s new unit and rate details.
3. Add any required insurance, services, promotions, and notes, then click Next.
4. Review transfer charges and complete payment or choose Pay Later.
5. Confirm the transfer and email or print receipts and documents for the tenant.

Start A Transfer

If a tenant is marked as delinquent, a transfer resets delinquency and transfers existing fees.

1. Navigate to the tenant’s General page, the unit’s General Information page, or the Nav Bar.

   1. From the Nav Bar, click the … icon and select Transfer.
      

   2. From the tenant’s general page, click Transfer under the Current Rentals section.
      

   3. From the unit’s general page, click Transfer under the General Information section.
      
      

2. From the open Transfer window, review the left side for current rental details and use the right side to enter the new unit information.
   
   

3. Under Select a New Unit, use the Unit Group dropdown to choose the new unit’s group, then use the Assign Unit dropdown to pick the specific new unit.

4. In the New Rental Information section, verify the Transfer Date, Billing Cycle, and Gate access code, updating the gate code if needed.

If you leave the transfer screen and return later, the transfer date remains the date the transfer was started. It is best practice to cancel and restart a transfer if you cannot complete it on the same day.

5. Under New Monthly Rate, review the displayed Standard or Managed Rate, then override if needed by typing a new amount in the New Rate field. Check Complimentary Unit to set the unit to a $0.00 monthly charge, or check Do not tax rent to make the rental fee tax exempt.

6. If applicable, click + Add insurance beside Insurance to add a policy, then enter the policy number and confirm stored goods details. If your facility has tenant insurance set up and the tenant had insurance on their previous unit, that insurance automatically transfers to the new unit. If not, you can add it.

7. If applicable, click + Add Services beside Services to add monthly services from your pre-loaded list.

8. If applicable, click + Apply a promotion beside Promos to apply available promotions to the new rental. All recurring promotions on the original unit automatically transfer to the new unit; fixed-duration promotions do not transfer.

9. Under Additional Notes, choose a Reason for transfer from the dropdown, schedule maintenance or cleaning if needed, and add any notes.

10. You can schedule maintenance or cleaning for the newly unoccupied unit by checking the appropriate boxes and selecting a date. This creates a task in your Task List.

11. Click Next in the lower right to proceed to the Documentation stage of the transfer.
    
    

Attach Documentation

Depending on your facility settings, you may not have transfer documentation available.

1. From the Documentation stage, confirm which documents to include with the transfer by checking the boxes next to each document title. Check Select All to attach all available documents, or uncheck items to remove them.

2. Click Print Selected if you need to print the selected documents for the tenant.

3. Click Next in the lower right to move to the Review stage.

Review Transfer Charges

You cannot edit or remove credits or charges that originated from the old unit’s account.

The Review window shows all charges, including any rental promotion you selected. The system automatically prorates rent as needed.

1. Review each line item and the total amount the tenant will pay at the time of transfer.

2. If the tenant wants to prepay for future months, click + Add Month’s Rent at the top of the screen to add additional rent to the bill.

3. Use the Add merchandise… dropdown at the bottom of the list to add any configured merchandise items to the bill. Click the X next to any item you need to remove from the line item list.

4. When the charges are correct, click Next in the lower right to continue to the Payment stage.

Collect Transfer Payment Or Apply Credits

The Payment stage handles three payment outcomes based on the tenant’s account at the time of transfer.

1. From the Payment stage, review the Balance Due and message at the top of the screen to determine which situation applies.

If the tenant has no balance due

The balance due at the top reads $0.00 and a message states that No money is owed at this time.

1. Click Complete Transfer in the bottom right to finish the transfer. A confirmation window appears with options to print or email attached documents.

2. Click Close to finalize the transaction.

If the tenant has a prepaid credit

The balance due at the top shows the credit amount in red. A message explains that the amount will be transferred to the tenant’s account.

1. Click Complete Transfer in the bottom right to finish and move the credit. A confirmation window appears, and you can print or email attached documents.

2. Click Close when done.

If the tenant has a balance due

The balance due at the top is shown in red.

1. Select a payment method by clicking the button next to the desired option, then enter the required payment details. If the tenant wants to pay more than what is currently owed, add additional rent in the previous Review step before processing the payment.

2. Click Process Payment in the bottom-right corner to run the payment and proceed to confirmation.

If the tenant is not paying at the time of transfer, click Pay Later and see the Processing Payments article for follow-up steps.

Confirm Transfer And Send Documents

1. From the final Confirmation stage, review the success message confirming that the transfer and any payments have completed.

2. Under the receipt options, click Print to print the receipt or enter an email address and click Email to send it to the tenant.

⚠ The confirmation screen also indicates if a receipt has been automatically emailed to the tenant.

3. For attached documents, click the printer icon to Print or the envelope icon to Email each document individually. To send everything at once, click Print All or Email All at the bottom of the document list.

4. When you are finished, click Close in the lower right to finalize the transfer and complete the transaction.