General FAQ

Below, you'll find some of the most common questions we get from our customers. If you don't find the solution you're looking for, contact our support team at support@storedge.com.

 

 

 

How do I back up my data?

All of your data on storEDGE is stored in the cloud so individual facilities don't need to process back ups. storEDGE uses Amazon Web Services (AWS), the largest provider of cloud services in the US, to store the data. In addition to that, storEDGE backs up the entire database every hour to add another layer of assurance that no data is ever lost. For more information on the cloud, see this great video, A Visit into the Cloud, from CBS Sunday Morning. 


How do I add a unit to an existing customer?

To add another unit to an existing tenant, access the tenant's file. Click the Add unit button. The next screen will be pre-populated with the tenant's existing phone number, address, etc. All you need to do is select the new unit under Rental Information and complete the move-in process.

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I applied a payment to the wrong unit. How do I transfer it to the right unit?

Access the Billing tab and click the Payments tab in the top right corner of the window. Find the payment that has been applied to the wrong unit. Click the link for the payment in the Payment column. Click the Transfer Payment button. Your software will walk you through the steps of transferring the payment.
Note: Payments that were made with a saved credit card or ACH account cannot be transferred.

How do I prorate rent at move-out?

To prorate rent at move-out, adjust the Refund Partial Rental Periods in settings. You can do this in the Corporate section of your software under the Refunds section of your Software Settings tab. You can learn more about Refund Settings on our help site.

I would like the system to stop prorating rent at move-out. What should I do?

Access the Corporate section of your software. Click the Refunds button in your Software Settings tab. In the Refund Partial Rental Periods during Move Out section, change the setting to Never Prorate, click the Facilities link, check the box next to your facility and click the Save button. 

How do I print a blank lease, letter, or other document?

Access your Communications tab. Select the Forms tab and find the document you need. Select View to the right. From here, you can print the document.

How do I transfer a unit to a different person?

You have two options for transfer of ownership:

  1. Move out the tenant. Immediately after, move in the new tenant.
  2. Edit the tenant name and details in the tenant file, and have the new tenant sign a new lease. Upload the new lease to the tenant’s profile using the upload button on the tenant page. You can read more about uploading documents to a tenant page in our image capture help article.

How do I reduce a tenant's rent?

To lower a tenant's rent, access their tenant page. On the General tab, click the Edit Rent Rate button. In the window that appears, select One-time from the options. Select the by $ or by % and enter a negative amount in the amount field or select to a fixed rate and enter the new amount you'd like to charge the tenant. Select the date you'd like their rent to change. Click Save

How do I process a refund for retail or merchandise items?

If you have the invoice number from the original purchase, enter that number into the Wondersearch in the upper left of your screen. Select the invoice from the search results. The invoice page will come up and you can click the black triangle on the right of the line item to refund just that item or click the red refund button at the bottom to refund all line items.

You can also access this page from a tenant's page by selecting the Ledger tab and clicking on the retail item you need to refund. The invoice will open, and you can follow the same process.

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How do I create quarterly, 6 month or annual invoices?

Currently, there is no automatic procedure for billing multiple months at once. storEDGE only bills monthly at this time. You can manually create multiple month invoices by going to the tenant's profile and clicking the Edit Upcoming Charges button on the tenant's General tab. Finalize all the invoices for the period you want to bill. After you finalize the last invoice in the period, click the Print button. Your multiple month invoice will be displayed for you.

 

How do I merge or combine tenant accounts?

Currently there is no automatic procedure for merging duplicate tenant accounts but that functionality is coming soon. In the meantime, processing a move out and then a move in using the steps above for adding a unit to an existing tenant is the only way to combine duplicate tenant accounts.

 

How are units sorted?

The sort order for units is alpha then numeric then alpha. Storage unit numbering can get a little complicated, though, so here are some examples.

Units with only numbers will sort like this: 225, 226, 227, 228, 229

Units with numbers then letters will sort like this: 225, 226A, 226B, 227, 228B, 228C, 229

Units with letters then numbers will sort like this: A225, A226, A227, B225, B226, B227

Units with letters then numbers then letters will sort like this: A225A, A226B, A227C, B225A, B226A, B226B

Units that have symbols in the unit number will follow the order above as well but the system will ignore the symbol.

If you find your units are not sorted in this order you need to reset the units by going to Settings, clicking the Units button, selecting the Individual tab and then just click Edit and Save on the unit you want to reset. (You don't have to change anything when you click Edit. Just clicking edit and clicking save resets the unit and allows it to sort properly.)

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