Simplify your storage experience with the Shurgard app

Getting started

• How do I download the Shurgard app?

  You can download the app from the Apple App Store or Google Play Store. Once installed, open the app and follow the steps to get started.

• How do I sign in?

  Enter the email address linked to your Shurgard account. We’ll send a verification code to this email address. Enter this code in the app to sign in.

• I haven’t received my verification code. What should I do?

  First, check your spam or junk folder. Make sure you entered the correct email address and request a new verification code if needed.

  If you still don’t receive the code, contact us for help.

• I have more than one Shurgard account or storage unit. Will I see them all?

  When you sign in, the app automatically loads all active Shurgard profiles linked to your email address.

  If something is missing, check that you’re using the same email address you provided to Shurgard.

Accessing your storage location

• How do I open a gate, door or elevator with the app?

  Open the app when you’re at your location. The app will detect the gates, doors and elevators near you. Tap to open it.

• Why do I need to enable Bluetooth?

  Bluetooth needs to be enabled for the app to communicate with the keypad beacon so you can open the gate with your phone.

• Why do I need to enable Location Services on my Android phone?

  Android devices also require Location Services to communicate with the keypad beacon.

• The app isn’t detecting any gates or doors. What should I do?

  Try these steps:

  1. Make sure Bluetooth is turned on on your phone.
  2. Make sure the Shurgard app has permission to use Bluetooth.
  3. On Android, make sure Location is turned on.
  4. Move closer to the gate or door and try again.
  5. Tap Access issues? in the app to scan again.
  6. If it still doesn’t work, restart the app.

  
  

  How to check that the Shurgard app has permission to use Bluetooth?

  • iPhone: Go to Settings → Privacy & Security → Bluetooth and make sure Shurgard is enabled.
  • Android: Go to Settings → Apps → Shurgard → Permissions and make sure Nearby devices/Bluetooth is allowed.

  
  

  How do I restart the app?

  On iPhone:

  1. Swipe up from the bottom of the screen and pause in the middle.
  2. Find the Shurgard app.
  3. Swipe up on the Shurgard app to close it.
  4. Open the Shurgard app again.

  On Android:

  1. Open your recent apps by swiping up from the bottom of the screen and holding, or by tapping the Recent apps button.
  2. Find the Shurgard app.
  3. Swipe it away to close it.
  4. Open the Shurgard app again.

  The steps may vary slightly depending on your phone.

• Bluetooth is turned on, but access still isn’t working. What should I do?

  Even if Bluetooth is turned on, the Shurgard app may not have permission to use it. Try these steps:

  1. Make sure the Shurgard app has permission to use Bluetooth.
  2. On Android, make sure Location is turned on.
  3. Move closer to the gate or door and tap Access issues? to scan again.
  4. If it still doesn’t work, restart the app, then try once more.

  
  

  How to check that the Shurgard app has permission to use Bluetooth?

  • iPhone: Go to Settings → Privacy & Security → Bluetooth and make sure Shurgard is enabled.
  • Android: Go to Settings → Apps → Shurgard → Permissions and make sure Nearby devices/Bluetooth is allowed.

  
  

  How do I restart the app?

  On iPhone:

  1. Swipe up from the bottom of the screen and pause in the middle.
  2. Find the Shurgard app.
  3. Swipe up on the Shurgard app to close it.
  4. Open the Shurgard app again.

  On Android:

  1. Open your recent apps by swiping up from the bottom of the screen and holding, or by tapping the Recent apps button.
  2. Find the Shurgard app.
  3. Swipe it away to close it.
  4. Open the Shurgard app again.
• The app can see the gate or door, but I can’t open it. What should I do?

  Try these steps:

  1. Move closer to the gate or door.
  2. Tap Access issues? in the app to scan again.
  3. If it still doesn’t work, restart the app.

  
  

  How do I restart the app?

  On iPhone:

  1. Swipe up from the bottom of the screen and pause in the middle.
  2. Find the Shurgard app.
  3. Swipe up on the Shurgard app to close it.
  4. Open the Shurgard app again.

  On Android:

  1. Open your recent apps by swiping up from the bottom of the screen and holding, or by tapping the Recent apps button.
  2. Find the Shurgard app.
  3. Swipe it away to close it.
  4. Open the Shurgard app again.
• I changed phones. Do I need to set up the app again?

  Yes. Download the Shurgard app on your new phone and sign in using the email address linked to your Shurgard account.

  We’ll send you a verification code to confirm your email address. Your active Shurgard profiles will then load automatically.

• Can I access my storage unit with the app before my move-in date?

  No. Your access starts on your move-in date. Even though you can already sign in to the app and see your account, you won’t be able to access the location before then.

• Do I still need my access code?

  When you’re signed in to your account, the app automatically loads your access details, so you no longer need your access code.

  You will only need your access code if you want to use Guest Mode.

• Can I share access to my storage unit?

  Yes. You can install and set up the app on multiple phones so family members or suppliers can also access your unit.

  Anyone who isn't the primary account holder can easily set up the app using Guest Mode.

Offline access

• Can I use the app without internet connection?

  Yes. The app can be used to access your Shurgard location even when you have poor or no internet connection.

  Just make sure you open the app while you still have an internet connection before entering an area with poor or no signal.

• What do I do before entering an area with poor or no signal?

  Open the Shurgard app while you still have an internet connection. This allows the app to load the information it needs for offline access.

  You can then continue using the app when you enter an area with poor or no signal.

• Why isn’t Offline Mode working?

  The app needs to be opened while you have an internet connection before you enter an area with poor or no signal.

  Return to an area with an internet connection, open the app and try again.

• I logged out of the app. Can I still use Offline Mode?

  No. You’ll need an internet connection to sign in again. Once signed in, open the app while you’re online before entering an area with poor or no signal.

Guest Mode and Account Mode

• What is the difference between Account Mode and Guest Mode?

  Account Mode gives you the full Shurgard app experience. Sign in with the email address linked to your Shurgard account to:

  • Automatically access all your active Shurgard profiles.
  • Access your location without having to enter your access code each time.
  • View your storage unit and account details.
  • View your invoices and payments.
  • Manage your payment method.
  • Make a payment.
  • Use other account features available in the app.

  Guest Mode provides quick access to a Shurgard location without signing in. Simply select your location and enter your access code. Account information and other account features are not available in Guest Mode.

  For the best experience, we recommend using Account Mode.

• When should I use Guest Mode?

  Guest Mode is designed for family members, relatives, suppliers or contractors of Shurgard customers who need access to a Shurgard location.

  Simply select the Shurgard location and enter the access code provided to you.

• How do I switch from Guest Mode to Account Mode?

  Open the app, tap on "Guest" in the app menu, and choose the option to sign in. Enter the email address linked to your Shurgard account and verify it using the code we send you.

  Your active Shurgard profiles will then be loaded automatically.

My account

• I want to create an account with my email address. Can I use any email address that I own?

  Make sure to use the same email address that is linked to your Shurgard account. This ensures your app account connects to your Shurgard account.

• Can I see my storage unit details in the app?

  Yes. Once signed in, you can see your active Shurgard profile and storage unit details.

• What should I do if my storage unit or account is not showing up?

  First, check that you signed in with the exact email address linked to your Shurgard account. If your unit is still not visible, contact us so we can check your account.

• Can I update my contact details?

  You can manage certain account details in the app. If the information you want to change can’t be updated, please contact us.

• What if I rent multiple storage units at Shurgard under different email addresses?

  If you rent your units using different email addresses, you will need to create a separate account for each email address.

  Use the "Sign out" option under the "Profile" section (the last menu item on the right, showing your profile name) to switch between different accounts.

Invoices & payments

• Can I see my invoices in the app?

  Yes. You can see your invoices from your account in the app.

• Can I also make a payment in the app?

  Yes. If you have an outstanding balance, you can make a payment directly in the app.

• How do I pay an invoice?
  1. Select "Invoices": From the menu, tap on the second item from the left.
  2. Choose Invoice(s): Select the invoice(s) you wish to pay.
  3. Payment Options:
     • Pay Selected Invoices & Enable AutoPay: This option allows you to pay the selected invoice(s) and enable Automatic Payments for future invoices using your specified payment method.
     • Pay the Total Amount of ...: This option allows you to pay the selected invoice(s) only.

  Please note that it might take up to 15 minutes for your invoice status to be updated.

   

• Can I see the details of my invoice?

  Yes. Next to each invoice, there is an arrow. Tap on it to view the details of your invoice. To see the full invoice document, tap on "Show invoice".

• Can I download my invoice?
  Yes. Next to each invoice, there is an arrow. Tap on it to view the details, then tap on "Show invoice". You will have the option to download the invoice from the top right corner of the screen.
• Can I share an invoice with someone else?

  Yes. Next to each invoice, there is an arrow. Tap on it to view the details, then tap on "Show invoice". You will have the option to share the invoice from the top right corner of the screen.

• How come I can’t find the invoice I need?
  The app displays invoices from the past 12 months. For older invoices, please contact our store team.
• What is AutoPay or Automatic Payments?
  AutoPay or Automatic Payments is a secure and convenient way to automatically pay your invoice every month.
• Can I update my Automatic Payment preference in the app?

  You can manage your payment method from your account in the app.

• Why should I enable Automatic Payments?
  Enabling Automatic Payments saves you time and minimizes the risk of late charges by automatically paying your invoice each month.
• How do I enable Automatic Payments?
  1. Select "Invoices": From the menu, click on the second item from the left.
  2. Enable AutoPay: Select "Enable AutoPay" and enter your payment method.

  Please note that it might take up to 15 minutes for your AutoPay status to be updated.

• How do I disable Automatic Payments?
  1. Access Profile: Tap your profile (last menu item on the right, showing your profile name).
  2. Choose Payment method: Tap Payment method on your profile setting screen
  3. Disable AutoPay: Select "Payment Method", then tap "Disable AutoPay".

  Disabling AutoPay means you will need to manually pay your invoice each month.