Account Creation

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

  To enjoy all the features of the app, we strongly recommend creating an account or signing in if you already have one.

  Guest user mode is useful if you want to grant access to family members or suppliers. They can use the app to open gates and doors, but they won’t have access to your invoices and profile details.

• I want to create an account with my email address. Can I use any email address that I own?
  Please ensure the email address you use to create your app account matches the one linked to your Shurgard account.
• How do I create an account with Google?

  Choose Google when you are asked to create an account or sign in.

  The Google email address you use must match the email address linked to your Shurgard account.

• How do I create an account with Apple?

  Choose Apple when you are asked to create an account or sign in.

  The email address you use must match the one linked to your Shurgard account.

• I did not receive a login code.
  If you did not receive a login code, check your spam inbox. If it's not there, open the app and tap on "Resend login code".
• What is a Unique App Token?

  A Unique App Token is a secure, unique code assigned to each customer. 

  The Unique App Token links the app to your Shurgard account, allowing it to retrieve your access code, account information, and payment history from our system.

  You will need this token to create an account. It can be found on your most recent monthly invoice.

   

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

  To switch from Guest User to Account User, tap the "Guest" menu item (the last one on the right).

  At the top of the screen, you will see an option to "Sign in/Create an account". Tap on it to start creating an account.

Gate Access

• The gate won't open with the app. What should I do?

  For Account Users:

  1. Enable Bluetooth: Ensure Bluetooth is enabled on your phone.
  2. Enable Location Services (Android Users): If you have an Android phone, ensure Location Services are turned on.
  3. Use Keypads: If the above steps don't work, enter your access code on the keypads.
  4. Contact Store Manager: If the issue persists, contact your store manager for further assistance.

  For Guest Users:

  1. Check Your Access Code: Ensure your access code is entered correctly in the app. You can modify it by tapping on "Edit".
  2. Enable Bluetooth: Make sure Bluetooth is enabled on your phone.
  3. Enable Location Services (Android Users): If you have an Android phone, ensure Location Services are turned on.
  4. Use Keypads: If the above steps don't work, enter your access code on the keypads.
  5. Contact Store Manager: If the issue persists, contact your store manager for further assistance.
• What if the gate doesn’t open with the app or my access code?
  Please contact your Shurgard location so we can assist you further.
• Why do I need to enable Bluetooth?
  Bluetooth needs to be enabled for the app to communicate with the beacon inside our keypad, allowing the gate to open with your phone.
• Why do I need to enable Location Services on my Android phone?
  In addition to Bluetooth, Android devices require Location Services to be enabled for the app to communicate with the beacon inside our keypad, allowing the gate to open with your phone.
• Can I share access to my storage unit?

  Yes, the app can be downloaded and set up on more than one phone, allowing family members or suppliers to access your storage unit(s).

  Users who are not the account holder can set up the app using Guest Mode. They will need the access code to set up the app.

Invoices

• 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.

• I couldn’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/Automatic Payments?
  AutoPay/Automatic Payments is a secure and convenient way to automatically pay your invoice every month.
• 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.

Multile profiles or accounts

• I rent multiple storage units at Shurgard, but I only see some of them in the app.

  If you rent your units using the same email address but under different customer IDs, check your invoices for the different Unique App Tokens.

  To set up additional profiles:

  1. Go to the "Profile" section (the last menu item on the right, showing your profile name).
  2. Tap the + button next to your profile name at the top of the screen.
  3. Enter the new Unique App Token and assign a new profile name.

  You can switch between the different profiles under the "Profile" section.

• I’m renting multiple units at different locations. Can I set up the app to access all my units and invoices?

  Yes. Once you have created your account, you can add more profiles if you have different Unique App Tokens on your invoices.

• 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.