Current Customer FAQs
Making a Payment
Updating Account Info
Troubleshooting
Moving Out
Making a Payment
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 payment?
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:
- Sign in to your account.
- Click the “Pay Online” link located on the left side of the “My Account” section.
- Click on the tab labeled “Easy Pay” and complete the three-step process.
- Once finished, submit by clicking on “Start Easy Pay.”
What happens if I’m late making a payment?
Your monthly rent is due on the same day each month (the anniversary date of the rental). A late fee may be issued if the payment is not made by 10pm MST on the 5th day past the 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 delinquent will my belongings 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 facility 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, facility managers frequently try to contact any customer in default by phone prior to an auction process. As a customer, it’s 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 person leasing the storage unit. If the proceeds are lower than the outstanding balance, the account will be sent to collections.
Updating Account Info
What can I do with the My Account portal?
To make managing your account as easy as possible, we offer a free self-management portal called ‘My Account”. With My Account, you have 24/7 access to your account. This means you can find your gate access code, make payments online any time or enroll in easy pay, find your facility contact information, and update your contact information.
How do I update my information 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, what needs to be changed, and updated information) to social@extraspace.com.
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’s 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.
Can I cancel my insurance online?
You’ll need to contact your storage facility to cancel your insurance. This is not something you can do online from the “My Account” section.
Troubleshooting
What happens if somebody steals from my storage unit?
If someone steals items from your storage unit, contact the facility manager immediately. Your manager will work to address the incident and involve law enforcement where necessary.
What can I do at a kiosk?
With kiosks at Extra Space Storage, you can rent or reserve a storage unit, access your storage unit after general business hours, receive quick answers to frequently asked questions, pay your bills, and more.
What should I do if I can’t sign 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 the U.S.?
Due to security concerns, we have restricted our website from some countries outside the U.S. 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 facility manager can also help you set up easy pay.
What if I forget my access code or key?
If you forget your access code, you should be able to find it through My Account. If you forget or lose your key fob, please reach out to your facility manager.
How do I report maintenance issues?
During office hours, please report the issue to the facility manager immediately. If you notice the issue after office hours, please contact our National Sales Center at 888-STORAGE to report it.
Moving Out
What happens if I leave items in my storage unit?
If you leave items in your storage unit after moving out or stopping payment, please contact the facility manager to retrieve your belongings. If you do not remove your items, the storage unit will eventually go to auction. The length of time for past-due accounts to be placed in auction varies by state law. Once the storage unit is sold, the proceeds are applied to your outstanding balance. If the proceeds are higher than the outstanding balance, a check for the difference will be sent to the lessee. If the proceeds are lower than the outstanding balance, the account will be sent to collections.
What’s the process for moving out?
Before moving out, you must provide the facility manager with written notice at least 15 days or verbal notice at least 10 days before you intend to leave. On your scheduled move-out day, make sure your unit is completely empty, your lock has been removed, and the facility manager has inspected the unit.
How much notice is required to move out?
We require ten days verbal OR 15 days written notice before vacating.
What do I need to move out?
On your scheduled move-out day, make sure the unit is completely empty, your lock has been removed, and the facility manager has inspected the unit.
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