The Move-Out Request process provides customers with a self-service method for notifying the facility that they have vacated their storage unit.

When a customer contacts the facility and indicates they would like to move out, staff can send the customer a Move-Out Request form via SMS or the system can do this automatically through automation. The customer completes the form, submits the required information, and a follow-up task is automatically created within Ease Connect.

Step 1: Customer Requests a Move-Out

A customer contacts the facility and states that they would like to vacate their storage unit.

Examples may include:

• Calling the facility
• Texting the facility

The customer will be provided the Move-Out Request form link via SMS through the Voice AI, AIVR, or directly in EC from the manager who received the call.

The customer can be sent a:

• Authenticated link - link sent to the primary number on the account which doesn't require authentication and the form can immediately be accessed
• Unauthenticated link - link to a non-primary number on the account which requires the customer input the primary number on the account and send the link to that phone. 

Move out forms can only be accessed and completed from the primary account holder's phone number. 

Step 2: Customer Completes the Move-Out Form

The customer receives a text message containing a link to the Move-Out Request form.

The form includes the following information and requirements:

Unit Information

The form automatically identifies the unit the customer has selected to move out of and displays the facility address.

If the customer has multiple units associated with their phone number, they will be able to select from a dropdown to choose the correct unit to vacate.

Photo Submission Requirement

Customers are required to upload photos of the unit before submitting the request.

The uploaded photos must show:

1. The unit completely cleared of all items.
2. The unit number clearly visible.

The form supports image uploads in common formats such as JPG, JPEG, and PNG.

Move-Out Reason

Customers must select a reason for moving out from the available options:

• Location
• Price
• Moving out of the area
• Only needed temporarily
• Consolidating units
• Tech issue
• Other

Customer Comments

Customers may provide additional comments regarding their experience.

Contact Permission

Customers are asked whether the facility may contact them regarding the move-out request.

Available options include:

• Yes
• No

Form Submission

After all required information has been completed, the customer submits the form.

The form advises customers that their move-out is not considered complete until they receive confirmation that the request has been processed.

Step 3: Duplicate Submission Protection

Once completed the customer will see the confirmation screen with a notification indicating that the request has already been submitted.

The notification informs the customer that:

• The facility has already received their request.
• Staff may contact them if additional information is needed.
• A confirmation will be provided once the request has been processed.
• If more than three business days have passed without confirmation, they should contact the facility directly.

This prevents duplicate requests from being submitted for the same unit.

Step 4: Follow-Up Task Created in Ease Connect

Once the form is submitted successfully:

• A task is automatically created in Ease Connect.
• The task serves as a notification that the customer has expressed intent to move out.
• Staff can review the submission details and uploaded information.

PMS Processing Is Still Required

Manager Action Required

The Move-Out Request form does not automatically process the move-out in the Property Management System (PMS).

The Ease Connect task is only a notification and workflow tool.

Managers must still:

1. Review the move-out request.
2. Verify the unit condition and any facility requirements.
3. Process the move-out directly within the PMS.
4. Complete any remaining operational procedures required by the facility.

Critical Reminder

A move-out request submitted through the form does not remove the tenant from the unit, close the rental, stop billing, or update occupancy within the PMS.

These actions must be completed separately by the facility manager within the property's management software.

Failure to process the move-out in the PMS may result in incorrect occupancy records, continued billing, or other account issues.

Key Takeaways

• Customers requesting a move-out are sent a Move-Out Request form via SMS.
• Customers must upload photos showing an empty unit and visible unit number.
• A move-out reason and optional comments are collected during submission.
• Duplicate requests are prevented through submission validation.
• Successful submissions create a follow-up task in Ease Connect.
• The Ease Connect task only indicates move-out intent.
• Managers must still process the actual move-out in the PMS.
• The move-out is not complete until it has been reviewed and processed by facility staff.