Stora sends various emails to your customers on your behalf to communicate things like move-in instructions and price changes. Our Customer Emails feature makes it possible for you to customise these emails to include your own instructions, brand messaging and more.
How it works
You’ll find Customer Emails under Settings. Here email templates are grouped under categories like Bookings and Move-in to make it easy to find what you’re looking for. Simply select a category and then select the email you wish to edit.
Email preview
You’ll next see a preview of how the email looks currently. Please note that there is a version of the email for each of your sites, and changing one does not change them all. You can select a site from the top right in order to customise a template for a specific site. From the Email preview page, you can also restore the default template if you have made changes you wish to remove.
Customising templates
When you select customise template, you’ll be taken to our editor, where you’ll be creating all new content rather than editing existing content. You can also customise the subject line of the email at the top.
💡 The email header and footer text will be included automatically, so you just need to add the main content part of each email.
When you’ve added custom content, you can do 3 things from the top right:
Save draft - Save and continue editing.
Save & send preview - Save draft and send a test email to an email address.
Save & publish - Save and publish your changes live to customers.
Style text
In the email editor toolbar, you’ll find a dropdown which includes different headings and paragraph styling options. To use these, highlight your text and select the relevant option from the dropdown.
Add links
You can add your own custom link or select from available dynamic link options which link to a specific part of your Stora website. To add a link you can do any of the following:
Option 1:
Select the link option in the toolbar and submit the popup form.
Option 2:
Highlight the text you wish to link and press Cmd+K on Mac, or Control+K on PC then submit the form.
Option 3:
Copy your URL first, then highlight the text you wish to link and press Cmd+V on Mac, or Control+V on PC to link the text quickly (Note only custom links can be added this way).
Add buttons
Move your cursor to where you’d like a button to appear, then select the Button option in the toolbar and submit the form to insert your button in place. You can add your own custom link or select from the available dynamic link options.
Add images
You can add images to emails by pasting the URL of a publicly available image directly into the editor. Note that some email clients may not display your image, and it won't load if the image isn't publicly accessible (meaning it requires a login to view).
Example public URL: https://i.postimg.cc/XJpmnXKd/free-wine.jpg
Add dynamic content with merge tags
Merge tags help personalise your emails by automatically adding specific information from your Stora account. Think of them as placeholders that get filled in with real details when the email is sent.
For example, if you add {{customer.name}} to a customer email, it will show up as the customer's actual name when they receive it. You can use merge tags to add details about the customer, their booking, or your storage site to make your emails more personal.
To add a merge tag, position your cursor where you’d like to add it and press the tag icon in the editor toolbar. You’ll see a list of the merge tags available in your current template, select the one you’d like to add it in.
Want to see how it looks with data? Try sending yourself a test email from the top right, or when you publish it from the email preview.
💡 You can also use merge tags in your email subject text. Copy the text into the subject to add it.
Use conditionals to show alternate content
You can use conditional statements in your emails to display variations of content appropriate for different scenarios.
To show text in a specific scenario, use {% if condition %} followed by {% endif %}. To display different text based on different scenarios, use {% if condition %} show this {% else %} show alternative {% endif %}.
For example:
{% if price _adjustment.is increase %} This increase works out as an additional {% else %} This decrease works out as a saving of {% endif %} £10.00/week.
Conditionals are an advanced feature based on Liquid, which you can learn more about here. Should you need help creating your own, please reach out to support.
Want to become an email editing pro? Try using Markdown!
Markdown is a simple way to format text that makes writing emails even faster. Instead of using the toolbar, you can use special characters like * for bold and _ for italics. If you're new to Markdown, this cheatsheet will show you how it works.
Want to modify existing Stora template content?
The default content for each email template HTML (code) can be found below. To use this, you need to:
Double-click in the code box to select all, and copy it to your clipboard.
Visit the email editor of the template and select the <> icon from the toolbar.
Delete any existing text and paste in the code.
Press Save Code in the toolbar. (Note, this does not save a draft).
Press Save & Publish when you’re ready to put your changes live.
Default email content
⚠️ Note: The default content is currently available in English only. If translating, please update only the text — do not modify variables or conditional statements, as they depend on specific names to function correctly.
Unit type now available
Unit type now available
Subject
{{unit_type.name}} is now available to book with {{[operator.name](<http://operator.name/>)}}Content
<h2>{{unit_type.name}} is now available to book with {{operator.name}}</h2> <div style="height: 10px; line-height: 10px; font-size: 1px;"> </div> <p>Good news. {{unit_type.name}} is now available to book again via the <a href="{{operator_host_url}}" target="_self">{{operator.name}} website</a>. Be sure to book ASAP to ensure you don't miss out.</p> <div style="height: 10px; line-height: 10px; font-size: 1px;"> </div> <table style="margin-bottom: 10px; text-align: left;" class="radius button"> <tbody> <tr> <td> <table> <tbody> <tr> <td style="border-radius: 4px;"><a style="color: inherit; text-decoration: none; text-align: center; display: block;" href="{{unit_type.url}}">Book Now</a></td> </tr> </tbody> </table> </td> </tr> </tbody> </table>Booking confirmation
Booking confirmation
Subject
Storage booking confirmation
Content
<h2>Thanks for your booking!</h2> <p>Your {{unit_type.name}} storage unit has been booked in {{site.name}}. You can move in anytime from {{booking.start_date}}. Instructions on how to access the facility and your unit will be emailed to you that morning. You won't be charged until this date.</p> {% if invitation_token %} <p>If you'd like to make changes to your booking you must first <a href="{{invitation_url}}" target="_blank" rel="noopener">finish setting up your account here</a>. {% else %} If you'd like to make changes to your booking you can <a href="{{login_url}}" target="_blank" rel="noopener">login using your previous details</a>.</p> {% endif %} </div> {% if show_checkin_instructions %} <div style="height: 10px; line-height: 10px; font-size: 1px;"> </div> <h4>Next, complete your online check-in</h4> <p>You must complete our online check-in before your move in date.</p> <table style="margin-bottom: 10px; text-align: left;" class="radius button"> <tbody> <tr> <td> <table> <tbody> <tr> <td style="background-color: #2167C7; color: white; border-radius: 4px;"><a style="color: inherit; text-decoration: none; text-align: center; display: block;" href="{{invitation_url}}">Complete Check-in Now</a></td> </tr> </tbody> </table> </td> </tr> </tbody> </table> <div style="height: 20px; line-height: 20px; font-size: 1px;"> </div> {% endif %} <p>We hope you enjoy your stay in {{site.name}}, if you have any questions phone <a style="color: #2167C7;" href="tel:{{operator.support_phone}}" target="_self">{{operator.support_phone}}</a></p> <p></p> {% if insurance.coverage_required %}You can find your <a style="color: #2167C7;" href="{{insurance.policy_url}}" target="_self">{{insurance.coverage_type_name}} policy here</a>.{% endif %} <p></p>Move-in instructions
Move-in instructions
⚠️ Editing this email overrides the custom move-in instructions in the site edit form. You must add your custom move-in instructions again to the new email template.
Subject
Your move-in day is here
Content
<h2>Your move-in day is here</h2>
<p>Today's the day you can move into your {{unit_type.name}} storage unit in {{site.name}}.</p>
<!-- UNIT ALLOCATION -->
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<table style="background-color: #e0ffed; border-radius: 4px;" width="100%">
<tbody>
<tr>
<td style="padding: 5px 15px;">
<p>{% if allocated %}</p>
<h5>You've been allocated <strong>{{assigned_unit_names}}</strong></h5>
<p>{% else %}</p>
<h5><strong>You have not yet been allocated a unit</strong></h5>
<p><a href="tel:{{operator.support_phone}}" target="_self">{{operator.support_phone}}</a>Phone <a href="tel:{{operator.support_phone}}" target="_self">{{operator.support_phone}}</a> or email <a href="mailto:{{operator.support_email}}" target="_self">{{operator.support_email}}</a> to find out which unit you've been assigned.</p>
<p>{% endif %}</p>
</td>
</tr>
</tbody>
</table>
<div style="height: 35px; line-height: 35px; font-size: 1px;"> </div>
<h4>How to move-in:</h4>
<div style="height: 1px; line-height: 1px; font-size: 1px;"> </div>
<!-- CHECK-IN IF NOT COMPLETE -->
<p>{% if show_checkin_instructions %}</p>
<h5>Complete your check-in</h5>
<p><a href="{{checkin_url}}">Complete your online check-in</a> if you haven't already.</p>
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;">
<p>{% endif %}</p>
<!-- SITE DIRECTIONS -->
<h5>Arrive at our facility</h5>
<p>{{site.address}}. <a href="{{site.directions_url}}">Get directions</a></p>
<!-- ACCESS INSTRUCTIONS GO HERE -->
<!-- CLOSING MESSAGE -->
<p>–</p>
<p>Enjoy your stay!</p>
Access instructions for smart entry systems
You must copy and paste the relevant smart entry system code into the <!-- ACCESS INSTRUCTIONS GO HERE --> section of the template above in order to ensure your move-in email gives your customers their access instructions.
Paxton Net 2 Pin, Sedisto, OpenTech Alliance, Spiderdoor, PTI .Dat & PTI Cloud
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;"> <h5>Access your unit</h5> <p>When you arrive enter the code <strong>{{customer_pin}}</strong>.</p>Paxton Net 2 Fob
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;"> <h5>Access your unit></h5> <p>When you arrive, use your key fob at the access point.</p>
Nokē
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;">
<h5>Access your unit with the app</h5>
<p>You'll receive a text message with a link to download our app and a temporary 6-digit passcode for logging in.</p>
<p>Follow the in-app instructions to open the necessary doors until you reach your storage unit. If you experience any issues, ensure your location services and Bluetooth are enabled and you have an internet connection.</p>
Bearbox
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;">
<h5>Access your unit</h5>
<p>
{% if bear_box_auth_mode == "app" or bear_box_auth_mode == "auto" or bear_box_auth_mode == "qrcode" %}You will receive a text message and email.{% endif %}
{% if bear_box_auth_mode == "pin" or bear_box_auth_mode == nil %}When you arrive enter the code {{customer_pin}}{% endif %}
</p>
Sensorberg
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;">
<h5>Access your unit</h5>
<p>{% if sensorberg_pin_access %}</p>
<p>There are two convenient options to access your storage unit:</p>
<h6>Pin access</h6>
<p>When you arrive, enter your PIN code:<strong> </strong>{{customer_pin}}.</p>
<p>{% endif %}</p>
<h6>Access via app</h6>
<p>Download the<strong> Sensorberg One Access app</strong> from the <a href="https://apps.apple.com/app/id6449091483" target="_blank" rel="noopener">Apple App Store</a> or <a href="https://play.google.com/store/apps/details?id=com.sensorberg.oneaccess" target="_blank" rel="noopener">Google Play Store</a>. Once installed you can access your account with the email address: {{customer.email}}.</p>
Confirmation of cancellation before move-in
Confirmation of cancellation before move-in
Subject
Storage booking cancellation confirmation
Content
<h2>Your self storage booking has been cancelled</h2>
<p>Your storage booking in {{site.name}} has been cancelled before the move-in date and you will not be charged.</p>
<p>If you would like to book again, please press the button below.</p>
<div style="height: 20px; line-height: 20px; font-size: 1px;"> </div>
<table style="margin-bottom: 10px;" class="radius button">
<tbody>
<tr>
<td>
<table>
<tbody>
<tr>
<td style="background-color: #158999; color: white; border-radius: 4px;"><a style="color: inherit; text-decoration: none; text-align: center; display: block;" href="{{operator.url}}">Make Another Booking</a></td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
<div style="height: 20px; line-height: 20px; font-size: 1px;"> </div>
<p>If you have a question, please email <a style="color: #158999;" href="mailto:{{operator.support_email}}" target="_blank" rel="noopener">{{operator.support_email}}</a> or phone <a style="color: #158999;" href="tel:{{operator.support_phone}}" target="_blank" rel="noopener">{{operator.support_phone}}</a>.</p>
Subscription cancellation
Subscription cancellation
Subject
Storage cancellation confirmation
Content
<h2>Your self storage subscription has been cancelled</h2>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Thanks for staying with us at {{site.name}}! It's been great to have you.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Your storage subscription has been cancelled. The last day of your subscription is {{subscription.end_date}}. Please make sure you've fully moved out before or on this date. At the end of this day, your access to {{subscription.list_of_units}} will be revoked.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>To find out what times the facility is open to pick up your belongings, <a href="{{operator.url}}" target="_blank" rel="noopener">click here</a>.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>If you have a question about moving out, please email <a href="mailto:{{operator.support_email}}" target="_blank" rel="noopener">{{operator.support_email}}</a> or phone<a href="tel:{{operator.support_phone}}" target="_blank" rel="noopener">{{operator.support_phone}}</a>.</p>
Move-out day tomorrow
Move-out day tomorrow
Subject
Your storage move out day is tomorrow
Content
<h2>You’re moving out tomorrow</h2>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Your storage subscription ends tomorrow on {{subscription.end_date}}. Your access to {{subscription.list_of_units}} will be revoked at the end of tomorrow, so please ensure you have fully moved out by then.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Should you wish to extend your stay please get in touch via the contact details below.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Thanks for staying with us!</p>
Payment card request
Payment card request
Subject
Manage your account in our customer portal
Content
<p>Hi {{customer.name}},</p>
<p>You can now manage your stay with us online via our new customer portal. Here's what you can do when you login:</p>
<div style="height: 30px; line-height: 30px; font-size: 1px;"> </div>
<table style="background-color: #e0ffed; border-radius: 4px;" width="100%">
<tbody>
<tr>
<td style="padding: 15px 15px 5px;">
<h5><strong>Switch to pay by card for increased convenience </strong></h5>
<p>Easily manage your bookings online with instant, secure Debit or Credit Card payments.</p>
<div style="height: 5px; line-height: 5px; font-size: 1px;"> </div>
<table style="margin-bottom: 10px;" class="radius button">
<tbody>
<tr>
<td>
<table>
<tbody>
<tr>
<td style="background-color: #158999; color: white; border-radius: 4px;"><a style="color: inherit; text-decoration: none; text-align: center; display: block;" href="{{login_url}}">Add Card Now</a></td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
<div style="height: 35px; line-height: 35px; font-size: 1px;"> </div>
<h4>How to move-in:</h4>
<div style="height: 1px; line-height: 1px; font-size: 1px;"> </div>
<h5>Access invoices</h5>
<p>View all of your previous invoices and download them for your records.</p>
<hr style="border: 0; border-top: 1px dotted #E0E7EF; height: 1px; margin: 20px 0;">
<h5>Manage your move out</h5>
<p>When you're ready to move out, simply login to learn the next steps.</p>
<p>–</p>
<p>Access your account. <a style="color: #158999;" href="{{login_url}}" target="_blank" rel="noopener">Login now</a></p>Upcoming price change
Upcoming price change
Subject
Price update coming soon
Content
<h2>Update to Your Storage Pricing</h2>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Dear {{customer.name}},</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>We wanted to inform you of a change to the price of your storage costs. {% if price_adjustment.is_increase %}This increase works out as an additional {{price_adjustment.difference}}{% else %}This decrease works out as a saving of {{price_adjustment.difference}}{% endif %} per week (billed {% if subscription.is_billed_monthly %}monthy{% elsif subscription.is_billed_weekly %}weekly{% elsif subscription.is_billed_every_4_weeks %}every four weeks{% elsif subscription.is_billed_every_3_months %}every three months{% elsif subscription.is_billed_every_6_months %}every six months{% endif %}) and will take effect from {{price_adjustment.date}}.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>If you have any further questions, please don't hesitate to contact us on <a style="color: #158999;" href="tel:{{operator.support_phone}}" target="_blank" rel="noopener">{{operator.support_phone}}</a> or email us at <a style="color: #158999;" href="mailto:{{operator.support_email}}" target="_blank" rel="noopener">{{operator.support_email}}</a>.</p>
<div style="height: 10px; line-height: 10px; font-size: 1px;"> </div>
<p>Kindest regards,</p>
<p>{{operator.name}}</p>
Need help customising email templates? Consider using an AI assistant like ChatGPT
If you're not very technical, you can paste these templates into AI assistants and ask it to help modify them before copying the code back into Stora.
Ready to start customising emails?