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FREQUENTLY ASKED QUESTIONS

Storage
Existing Customer
Most common questions
Self storage most common questions
What size of storage unit do I need?
Estimate how many boxes and non-packed items—including furniture and appliances—you plan to store. Then use our helpful Unit Size Guide to determine which storage option is right for you!
What type of storage unit do I need?
Many factors determine the correct storage solution: Do you want the convenience of a ground floor unit? Do your belongings need climate control? What about vehicle storage? We have online resources to help you explore these options to find your ideal storage unit.
How long of a lease am I required to sign?
Our storage units are rented on a month-to-month basis. Your rental with us can be long or short – depending on your needs.
Do I need to provide my own lock?
You can purchase a new lock at your local Extra Space Storage facility. We offer a variety of sizes and types of locks and recommend purchasing a disc lock to ensure the highest level of security.
What security measures do you take to protect my stuff?
Extra Space Storage takes great pride in protecting your belongings and strives to provide state-of-the-art security. We feature electronic gates with coded access, monitored video surveillance, fenced and well-lit facilities, individual door alarms and personal locks available for purchase. These features vary by location so contact the Store Manager for details about a specific location.
What pest control and cleanliness measures do you take?
Every building at Extra Space Storage is treated for pests and rodents each month by Truly Nolen, dedicated pest control experts since 1938.
Do you provide moving carts or dollies?
Nearly all Extra Space Storage facilities that have inside units with access through a hallway will maintain an inventory of "push carts" that may be used free of charge. If you find yourself renting an inside storage unit and need a push cart to transport your belongings, please let the Store Manager know and they will be happy to assist you.
Can I buy boxes and other packing products from EXR?
All Extra Space Storage facilities offer a wide variety of boxes and packing supplies that are available for purchase. We also have compiled a list of packing and storage tips to help you as you prepare to store your valuables.
Am I required to purchase insurance for my storage unit?
Insurance is required. If your homeowner or renter's insurance doesn't cover stored items, we can help you sign up with a storage insurance provider.
Renting a storage unit
Self storage most common questions
What does on site manager mean?
"On-site" manager means that an employee, usually the Store Manager, has an apartment on-site as part of the facility. An on-site manager increases the security of the facility since there is someone there during non-business hours.
What is climate control?
Storage units with climate control maintain a consistent environment of 55˚F-85˚F in order to protect items that may be damaged in extreme temperatures.
What is a drive-up unit?
Think of a drive-up unit as an extra garage. These units are on the ground floor and have an exterior entrance which allows for direct access to and from your vehicle.
What is a roll-up door?
Roll-up doors are the most common door in self-storage. They are accessed by sliding a latch and lifting the door upward, similar to the motion of a garage door. Roll-up doors allow you to maximize the usage of your space.
Difference between indoor and outdoor unit?
An outdoor unit is most often a drive-up unit, located on the first floor of a facility, that gives you the ability to load your belongings directly from a vehicle or truck. An inside unit is within the property and will require you to go inside to access your unit which may be on the first floor or may require you to use an elevator to go to another floor of the facility.
What does lift access mean?
Lift access is also referred to as a non-passenger elevator. You'll have access to use an elevator lift to move your belongings but customers are not allowed to ride inside.
What is a locker unit?
The locker unit is a small unit that measures 5 feet wide 5 feet long and 4 feet high.
Do you allow bands to practice at your storage facility or in units?
Our storage units are only for storing your belongings. We do not allow bands to practice in our units or at our facilities.
What size of storage unit do I need?
Estimate how many boxes and non-packed items—including furniture and appliances—you plan to store. Then use our helpful Unit Size Guide to determine which storage option is right for you!
What type of storage unit do I need?
Many factors determine the correct storage solution: Do you want the convenience of a ground floor unit? Do your belongings need climate control? What about vehicle storage? We have online resources to help you explore these options to find your ideal storage unit.
Do I need to provide my own lock?
You can purchase a new lock at your local Extra Space Storage facility. We offer a variety of sizes and types of locks and recommend purchasing a disc lock to ensure the highest level of security.
Do you provide a free moving truck or discount on truck rental?
We have a partnership with Budget Truck who specializes in moving trucks. They offer a variety of trucks and vans for your moving needs. To reserve a truck and save up to 20%, call 1-800-566-8422 and mention code 56000160779 or visit budgettruck.com/extraspace.
Am I required to purchase insurance for my storage unit?
Insurance is required. If your homeowner or renter's insurance doesn't cover stored items, we can help you sign up with a storage insurance provider.
Storage Lease
Self storage most common questions
How far in advance can I book a reservation?
We give you the flexibility to book a reservation up to 14 days in advance to help you plan ahead.
How long of a lease am I required to sign?
Our units are rented on a month-to-month basis which allows customers flexibility to rent for whatever time period is needed. Customers with long term needs may prepay on a yearly basis (12 months) and get a 13th month free.
What documentation is needed to rent?
You will need to bring a government issued ID to complete your storage unit rental. The easiest and most convenient method to pay your monthly storage unit fee is through easy pay. You will need a credit card to take advantage of this service.
What are my payment options/terms?
Extra Space Storage strives to make your storage experience as convenient as possible, including paying your bill. Monthly payment can be made in-store, online, by phone (888-STORAGE), or by mailing us a check. In-store payments can be made with cash, check or credit card. We can help you set up automatically withdrawn payments each month from your credit card or checking account. Payments can be made online in the "My Account" section here at extraspace.com.
Do you offer the convenience of long-term lease?
Our units are rented on a month-to-month basis which allows customers flexibility to rent for whatever time period is needed. Customers with long-term needs may prepay on a yearly basis (12 months) and get a 13th month free.
What are the lease terms?
Our units are rented on a month-to-month basis. Your rental with us can be long or short – depending on your needs. Monthly rent is due each month on the anniversary of your rental start date. For your convenience we offer many payment options including the option to pre-pay for up to twelve months of rent. When you are ready to vacate we require two days verbal OR 15 days written notice before vacating. If you advise the rental office of your intention to vacate before paying your final month, we will prorate your last month of rent so you pay only for what you use.
Is my price guaranteed for as long as I rent?
Extra Space Storage works hard to provide a value to our customers through competitive pricing and by maintaining clean, safe, and secure facilities with the best customer service in the self-storage industry. Please keep in mind that your original monthly rate is not guaranteed for the life of your rental with Extra Space Storage. From time to time, we find it necessary to make adjustments to our customers’ rental rates in order to keep up with the rising costs associated with providing top-notch service and a clean, secure facility.
What do I need to have on move-in day?
If you’ve decided to insure your items outside of the insurance policies offered by Extra Space Storage, you will need to have a copy of your insurance policy, declaration or the like when you move-in. You are also required to provide your own lock for your storage unit. If you forget to bring a lock or need items such as boxes, packing tape, or move-in kits on move-in day, all of those and more are available for purchase at each of our storage facilities.
Can I change to a different size after I've already moved in?
If the unit size you want is available at your facility, then yes you can move into another unit. Your local facility manager will be able to assist you in that transition.
What if I'm late making a payment?
Your monthly rent is due on the same day each month (the anniversary date of the rental). Extra Space Storage provides a five day grace period before charging a late fee on the 6th day past a payment due date. The late fee assessed varies by state according to local self-storage law; the grace period for a past-due payment can also vary by state. For further details, please refer to your lease or contact your storage facility. Late fees cannot be waived and the full balance must be paid immediately to avoid foreclosure. No partial payments are accepted. Please also note that until your account is paid in full, access to your unit may be denied, your gate code access is removed and your unit will be over-locked. The late fees assessed vary according to state laws.
How long after my account is deliquent will stuff go to auction?
The length of time for a past-due account to be placed in auction varies by state law. We recommend that you contact the Store Manager to discuss your account as soon as possible if your payment is late. Extra Space Storage will provide written notice to your email address or physical address listed on your account, again depending on state law. Additionally, Store Managers frequently try to contact any customer in default by phone prior to an auction process. As a customer, it is your responsibility to make sure we have accurate, up-to-date contact information associated with your account, and to pay your bill on time.
What happens if my belongings go to auction?
Once the unit is sold the proceeds are applied to your outstanding balance. If the proceeds are higher than the amount due, a check for the difference will be sent to the original person leasing the storage unit. If the proceeds are lower than the outstanding balance the account will be sent to collections.
Extra Space Storage
Self storage most common questions
What are the access hours?
The majority of our storage facilities have access hours of 6am-10pm every day and office hours 9:30am- 6pm Monday-Friday, 9:30am-5:30pm Saturday, closed Sunday. It is best to contact the site you are storing with for current gate hours.
Difference between office and access and gate hours?
The office hours are the hours of operation for the property. During these hours the Store Manager will be available to assist you with your storage needs or moving and packing supplies. The gate hours are the hours of the property, and when your unit can be accessed. If you require access outside of our standard gate hours ask your Store Manager for information about 24-hour access.
What are your prices?
Monthly rates can be found online and vary by facility, unit size, and features. Please use our site search tools or store list to find pricing at a facility near you.
What security measures do you take to protect my stuff?
Extra Space Storage takes great pride in protecting your belongings and strives to provide state-of-the-art security. We feature electronic gates with coded access, monitored video surveillance, fenced and well-lit facilities, individual door alarms and personal locks available for purchase. These features vary by location so contact the Store Manager for details about a specific location.
What pest control and cleanliness measures do you take?
Every building at Extra Space Storage is treated for pests and rodents each month by Truly Nolen, dedicated pest control experts since 1938.
Can I buy boxes and other packing products from ESS?
All Extra Space Storage facilities offer a wide variety of boxes and packing supplies that are available for purchase. We also have compiled a list of packing and storage tips to help you as you prepare to store your valuables.
Do you provide moving carts or dollies?
Nearly all Extra Space Storage facilities that have inside units with access through a hallway will maintain an inventory of "push carts" that may be used free of charge. If you find yourself renting an inside storage unit and need a push cart to transport your belongings, please let the Store Manager know and they will be happy to assist you.
Do you offer RV/boat/car/motorcycle parking?
Yes! Extra Space Storage has outdoor and indoor storage options for vehicles. Use our facility search to find the nearest location that offers the option you need.
Do you have electrical outlets in your units?
Our units do not typically have access to electrical power.
How much is insurance through Extra Space Storage?
The rate varies based on the amount of coverage you want. Whatever coverage you choose, it's quite possible that your monthly rate will be lower through Extra Space Storage than by using your own insurance.
Do you provide military discounts?
At some locations we do offer military discounts. To find out if your facility does, it is best to contact your site directly.
Do you hold auctions at your storage facilities?
We hold monthly auctions at all of our facilities. You can contact a storage facility in the area to find out when they will be held.
Most common questions
Self storage most common questions
Can I pay my bills online?
Yes, paying your bill online is available through the My Account section. You can make one-time online payments or set up recurring payments.
How do I set up automatic payments (easy pay)?
You can set up automatic payments at any time by completing an easy pay form at your facility or by following these instructions to set it up through your online account:
  1. Sign In to your account and click the "Pay Online" link located on the left side of the My Account section
  2. Click on the tab labeled "Easy Pay" and complete the three step process
  3. Once finished, submit by clicking on "Start Easy Pay"
How do I cancel my reservation?
You can cancel your reservation by contacting or visiting the facility where the unit is reserved. Make sure to check for office hours so you’ll reach a Store Manager who can work with you to cancel your reservation.
What should I do if I forget my access code or lose my key?
You should contact the property directly to let them know and to discuss what can be done.
How do I report maintenance issues?
During office hours, please report the issue to the on-site Store Manager immediately. If you notice the issue after office hours, please contact our National Sales Center at 888-STORAGE to report it.
What do I need to do to move out?
We require ten days verbal OR 15 days written notice before vacating. We ask that you stop into our office and fill out a vacate card. Please notify us prior to us receiving your last month's payment and we will prorate your last month of rent (charging you only for the days you use). On your scheduled move-out day make sure the unit is completely empty, your lock has been removed and the Store Manager has inspected the unit.
How much notice do I need to give for a move-out?
We require ten days verbal OR 15 days written notice before vacating.
Existing Customer Questions
Self storage most common questions
How can I change my email options?
To receive email from us just make sure your account has your email associated with it. You can do this online or through personnel at your storage facility. To stop receiving email there is an option at the bottom of every email you receive from us allowing you to "opt-out" of emails. Just follow the links to unsubscribe and you’ll stop receiving email from us.
What do I do if I have difficulties signing into the website?

First, make sure you have selected the correct state and facility where your rental unit is located. The state and facility you select must match your email and password on file to sign in.

Another possibility is that your computer may not be accepting cookies. Make sure that your browser allows cookies (i.e., that cookies are turned on).

Sometimes, the login page will not display correctly if your browser isn't set for Western text encoding. In most browsers, you can manually change the text encoding style by clicking on the "View" menu and selecting "Encoding" or "Text Encoding", followed by "Default" or "Automatic". If this doesn't solve the problem, select either "UTF-8" or Western text encoding.

A final suggestion is to upgrade your browser to the latest version. If none of these changes help you login to the website, please contact us at customerhelp@extraspace.com or by calling 888-609-8483.

Why can't I access My Account outside of US?
Due to security concerns, we have restricted our website from some countries outside the US. We apologize for this inconvenience. We do offer payment over the phone by calling (877) 842-8740 or you can set up easy pay. Your Store Manager can also help you set up easy pay.
How do I update my information listed on My Account?
You should be able to update your account by clicking in the upper right hand corner of our website. If this still does not work, you can send your information (name, facility storing at, what needs to be changed, and updated information) to social@extraspace.com.
Can I cancel my insurance online?
You’ll need to contact your local storage facility to cancel your insurance. This is not something you can do online from the My Account section.