You can switch self storage software without losing tenants by planning three things first: how stored cards and autopay will move, how gate codes will carry over, and how you'll tell tenants. Get your data out early, confirm what your new provider will migrate, test everything before go-live, and keep support close.
Why do self storage owners switch software in the first place?
Most owners switch because the software costs too much, the support is hard to reach, or the payments side is confusing. Sometimes it's all three.
Monthly fees add up, per-unit pricing grows as you add space, and a support ticket that sits for days hurts a business that runs on rent coming in on time.
We know that pain well. Before merchant services, our background included customer service work dealing with unreliable, confusing equipment and systems backed by bad or no support. That's why we put real, reachable support first when we help a facility pick software.
Can tenant credit cards move to new software?
Sometimes. Stored cards can often be moved through a secure, PCI-compliant transfer between processors, but only if your old processor agrees to release them. If it won't, tenants will need to re-enter their card details.
Here's why. When a tenant saves a card for autopay, your software usually doesn't keep the actual card number. It keeps a "token," a stand-in that only works with the processor that created it. Your new software can't use that token on its own.
To move cards, the old processor has to send the real card data directly and securely to the new processor, which then creates new tokens. You never handle the card numbers yourself, and you shouldn't.
What to ask before you sign anything:
- Will my current processor release stored card data for a secure transfer?
- Does my new software provider handle the card migration, or do I request it?
- Will autopay settings and billing dates come over with the cards?
- What happens to cards that fail to transfer?
If cards can't move, don't panic. A clear message to tenants with a simple link or a quick call to update their card works for most facilities. Start early, well before the next billing date.
How do you keep gate codes working during the switch?
Export every tenant's gate code from your old system, confirm your new software works with your gate access system, and test codes on the keypad before you go live.
Gate codes are the part tenants notice first. A card problem might show up on a statement. A gate code that doesn't work shows up at 7pm with a truck full of furniture.
A simple gate code checklist:
- Confirm compatibility. Ask your new provider if it works with your gate system and keypad brand before you commit.
- Export the codes. Get a full list of units, tenants and codes from your old software.
- Match codes to units. Make sure each code lands on the right tenant and unit in the new system.
- Carry over lockouts. Tenants who are past due and locked out should stay locked out. Tenants in good standing should stay open.
- Test before cutover. Try a handful of real codes at the keypad, including a locked-out one.
- Keep a backup list. Have the exported code list on hand for the first few days in case a tenant calls.
What data should you get out of your old software before you leave?
Get everything: tenants, units, balances, payment history, autopay settings, gate codes, documents and notes. Ask for it early, in a format your new provider can import. Some old providers take their time sending exports.
| Data | Why it matters |
|---|---|
| Tenant contact info | You need it to reach tenants about the change. |
| Units and rates | So every tenant is billed the right amount. |
| Balances and past-due accounts | So no one is overcharged or forgotten. |
| Payment history | For disputes, records and taxes. |
| Autopay settings | So recurring rent keeps coming in. |
| Gate codes and access status | So tenants can get in, and past-due ones can't. |
| Leases and documents | For your records and any lien process. |
This is also a good time to check your contract with the old provider. We always tell owners to look at contract length and auto-renewal terms, so you know exactly when you can leave without a surprise bill.
How do you tell tenants about the switch without confusing them?
Tell them early, keep it short, and tell them exactly what they need to do, if anything. Most tenants just want to know their rent, autopay and gate code will keep working.
A good message covers four things:
- What's changing and when.
- Whether they need to do anything, like update a card.
- Whether their gate code stays the same.
- How to reach you with questions.
If you're adding dual pricing at the same time, mention it clearly. With dual pricing, the processing cost is passed to the tenant who chooses to pay by card. Our guide to dual pricing explains how it works.
What should you look for in new self storage software?
Look for low or no monthly fees, no per-unit pricing, help moving your data, real training, and support you can actually reach. Then look closely at how payments work.
For facilities we work with, we usually recommend CCStorage. It has no monthly software fees and no per-unit costs. Card and ACH fees can be passed to tenants. It includes data transfer from your previous software, one-on-one training, and U.S.-based support. You can see more on our self storage page.
Whatever you choose, ask how payments are handled. New software often means a new merchant account, and that's a great time to look at what you're paying.
When we review statements, what surprises owners most is their real effective rate and the hidden or junk fees buried in the statement. Our #1 piece of advice to every owner: know your effective rate. You can learn how dual pricing works, or send us a statement for a free look.
Frequently asked questions
Will my tenants have to re-enter their credit cards when I switch software?
Not always. If your old processor will release stored card data through a secure, PCI-compliant transfer, cards can often move without tenants doing anything. If it won't, you'll need a simple, friendly plan to collect new card details before the switch.
Can I keep my tenants' gate codes when I change self storage software?
In many cases, yes. Export every tenant's code from your old system, confirm your new software works with your gate system, and test a sample of codes on the keypad before you go live.
How long does it take to switch self storage software?
It depends on the size of your facility, how clean your data is, and how quickly your old provider releases your files. Plan the switch around your quieter days and give yourself time to test before cutover.
What is the biggest mistake owners make when switching?
Going live without checking the data. Missing autopay, wrong balances or a gate code that doesn't work are what upset tenants, so spot-check accounts and codes before and right after the switch.
Do I need a new merchant account when I switch software?
Often, yes, because many management platforms work with specific processors. That's a good moment to review your statement, know your effective rate, and look at options like dual pricing.
Can I pass card fees on to tenants after I switch?
With dual pricing, the processing cost is passed to the tenant who chooses to pay by card. CCStorage lets facilities pass card and ACH fees to tenants.