Stora sends automated emails to your customers, from booking confirmation through to move-out. This article lists each one, when it is sent and whether you can turn it off.

In the tables below, Can I turn it off? means one of the following:

Yes – you can stop the email for a single booking, subscription or action.
Only by turning off the feature – the email is part of an optional feature. It stops if you don't use that feature.
No – the email is always sent, because the customer needs it to pay, sign or access their account.

You can change the wording of most of these emails in Email Templates, even when you can't turn them off.

Bookings and move-in

Email	When it's sent	Can I turn it off?
Booking complete	As soon as a booking is created. It confirms the unit, move-in date and order summary, and links to account set-up and online check-in.	Yes, for Backoffice bookings. Choose whether to send it when you create the booking. It is always sent for Storefront bookings.
Request payment details	When you create a booking for a customer with a manual payment method and choose to request their card. It asks them to pay and add a card to confirm the booking.	Yes, per booking. Don't request a card when you create the booking.
Registered interest now available	When a unit type the customer registered interest in becomes available to book again.	No.
Move-in blocked: 24-hour reminder	The day before move-in, if the customer still hasn't finished check-in (for example, ID verification or signing their contract).	No. It stops once check-in is complete.
Move-in day reminder	On the morning of the move-in date, with directions and access instructions.	Yes, per subscription. Turn off Move-in instructions in the subscription's Emails settings.

💡 You can add your own access instructions to the move-in day email for each site. See Add custom text to customer move-in emails.

Identity checks and contracts

Email	When it's sent	Can I turn it off?
Proof of identity – reminder	Before the move-in date, if the customer hasn't verified their identity yet.	Only by turning off ID verification.
Proof of identity – check successful	When the customer's ID passes verification.	Only by turning off ID verification.
Proof of identity – check unsuccessful	When the customer's ID fails verification. It asks them to resubmit by a set date.	Only by turning off ID verification.
Contracts – sign your contract	When a new subscription is created and contracts have been enabled.	Yes, per subscription. Don't send a contract when you create the subscription in the Backoffice. To stop it for every subscription, turn off contracts.
Contracts – contract reminder	When a contract is still waiting for the customer's signature.	Only by turning off contracts.

Invoices and payments

Email	When it's sent	Can I turn it off?
Payment card request	When you ask a customer to create an account and add a card, either while creating the subscription or later from their contact page.	Yes. Turn off Add payment card request when creating the subscription, or simply don't send it.
Invoices – request payment	Each billing period for manually paid subscriptions (bank transfer, cash, cheque or Other), with a link to pay online.	Yes, per subscription. Turn off Invoice on renewal date when creating the subscription, or turn off renewal invoice emails in the subscription's Emails settings.
New invoice for manual subscription	When an invoice on a manually paid subscription is due for payment.	Yes, per subscription, using the same renewal invoice setting.
Invoices – confirm payment	When an invoice is paid successfully.	No.
Pay overdue invoice reminder	When an invoice is overdue, to prompt the customer to pay.	No.

⚠️ Stora doesn't email invoices to card or Direct Debit customers by default. They can view all invoices from My Account on your Storefront. See When are invoices emailed to customers?

Failed payments and auto-overlock

The three auto-overlock emails are only sent at sites where auto-overlock is turned on. Auto-overlock needs a smart entry system and works with card and Direct Debit subscriptions only.

Email	When it's sent	Can I turn it off?
Subscription invoice initial charge failed	When a card or Direct Debit payment fails at a site without auto-overlock. It asks the customer to retry.	No.
Auto-overlock – initial charge failed, will overlock after grace period	When a payment fails at a site with auto-overlock and a grace period. It warns that access will be removed if the payment isn't made in time.	Only by turning off auto-overlock for the site.
Auto-overlock – auto-overlock applied	When access is removed because of a failed payment.	Only by turning off auto-overlock for the site.
Auto-overlock – payment retry successful, overlock removed	When the missed payment is collected and access is restored.	Only by turning off auto-overlock for the site.

Stora also retries failed payments automatically over the following days, so the customer can pay without contacting you.

Late fees, price changes and billing dates

Email	When it's sent	Can I turn it off?
Late fee – request payment	When you apply a late fee and choose to send a payment link.	Yes, per fee. Choose not to notify the customer when you apply the fee. Set the default under Edit Site > Late fees.
Late fee – confirm payment	When a late fee is paid, or charged to the card on file.	Yes, per fee, using the same notification option.
Price adjustment notification	On the notification date you choose when scheduling a price change: immediately, or up to 120 days before it takes effect.	Yes, per price change. Set Customer Notification to None. See How to use Price Increases.
Billing anchor change scheduled	When the subscription's billing date is changed. It tells the customer the new renewal date.	No.

⚠️ Once a customer has been notified about a price change, you can no longer edit it.

Security deposits

Email	When it's sent	Can I turn it off?
Security deposits – deposit payment failed	When a security deposit payment fails. It asks the customer to retry.	No.
Security deposits – deposit settlement update	When you settle a deposit. It shows the amount refunded and any amount withheld.	No.

Move-out and cancellation

Email	When it's sent	Can I turn it off?
Cancelled before move-in confirmation	When a booking is cancelled before the move-in date. It confirms the customer won't be charged.	No.
Move-out confirmation	When a subscription is cancelled. It confirms the final storage day and the units to clear.	Yes, for Backoffice cancellations. Choose not to send it when you cancel the subscription. It is always sent when the customer cancels.
Move-out tomorrow reminder	The day before the subscription ends. It reminds the customer that access ends at the stated time.	No.

Account and portal access

Email	When it's sent	Can I turn it off?
Account management – invitation instructions	When a customer is invited to create an account on your Storefront. The link expires after a set time.	No, but it is only sent when an invitation is created.
Account management – password reset instructions	When the customer asks to reset their password.	No.

Check which emails a customer has received

Every automated email appears in the customer's timeline, with its delivery status.

Open the customer's contact page.
Scroll to Timeline.
Select an email to see what was sent and when.

To see which subscription emails are scheduled or were skipped, open the subscription's Emails settings. See How to manage subscription emails after creating a subscription.

Manage the automated emails your customers receive