Frequently Asked Storage Questions

We have multiple locations across the United States and Canada. Please check out our Locations page to find the facility closest to you!

Renting a unit is quick and easy! Simply use your smartphone, desktop, or tablet to visit our website, or call our rental center to get started. Be sure to have a valid form of ID, such as a driver’s license or passport, along with a major debit or credit card, as payment is required to secure your rental.

There are none! Our facilities are fully automated. You can rent a unit, make payments, 24 hours 7 days a week on your schedule! You can access your account online, by signing up when you rent a unit or by visiting the Pay Bill section of our website.

We can also provide solutions to any other questions during call center hours from 8:00am-8:00pm Central Time; or you can always email us at info@otterstorage.com.

All tenants enjoy 7-day access to their storage units during designated hours. Please check with your specific facility to confirm exact access times.

Yes, select facilities offer climate-controlled storage units. These temperature-regulated spaces help protect your belongings by keeping them in more stable conditions, no matter how hot or cold it gets outside. Visit our facilities page to see available climate-controlled options.

Otter Self Storage facilities are protected by AI-powered video surveillance, monitored around the clock by our dedicated security team. To ensure secure access, all customers and vendors must enter unique access codes. Each location is equipped with bright LED lighting, keeping our facilities well-lit and safe at night.

Each tenant receives a personal passcode to enter at the facility keypad, allowing us to monitor who comes and goes. For added convenience, you can download the Storage Genie App to your iPhone or Android and the gate will automatically open for you without even rolling down your window or getting out of your vehicle.

Yes! Please confirm with the facility to make sure this option is available at the location you’re interested in, as availability varies by site. We offer both outdoor parking and enclosed units, ideal for smaller RVs, cars, boats, trailers, and other vehicles. Be sure to know your vehicle’s height, length, and width, since spaces may have size restrictions. For more details, check the facility pages or give us a call—we’re happy to help!

Pay your storage bill online anytime through our website using a debit or credit card. You can also sign up for autopay to ensure you never miss a payment!

After completing your rental, you’ll receive a personal gate code. Simply enter it at the keypad using the posted instructions to access the facility.

Access hours are 6:00 a.m. to 10:00 p.m. daily. Please exit the facility before closing time—repeated after-hours presence may result in lease termination. 24/7 access is not available.

If your account becomes past due, an overlock will be placed on your unit. Once payment is made online and your account is current, you’ll receive a code to remove the lock from your unit.

All tenants have the ability to access their storage unit 7 days a week between select hours, please confirm access hours for your specific facility.

First, confirm that you’re accessing the facility during posted access hours and that your account is current. If you’re still experiencing issues, please call us and select “Gates” from the menu.

Our facilities feature secure gated entry with unique access codes for each user, bright LED lighting throughout, and AI-powered video surveillance monitored 24/7 by our security team.

Yes, you’ll need to bring a lock to secure your unit. For the best protection, we recommend using a disc lock.

We recommend enrolling in AutoPay to ensure you never miss a payment. You can also make payments anytime in the Online Account Portal, our automated phone system, or by calling us directly.

Visit our Pay Online page and select your location to visit the online account portal. From there, you can pay your bill, update your information, and manage your account with ease.

Your bill is due each month on your move-in anniversary date. For example, if you moved in on the 12th, your payment will be due on the 12th of every month. Late fees apply if payment is not received on time, but enrolling in AutoPay makes it easy to stay current.

Yes, all units are required to have insurance coverage. You can either enroll in one of our offered protection plans or provide documentation of your existing renters or homeowners insurance policy.

Lien and auction timelines vary by state. Please contact us immediately to make a payment or set up arrangements to keep your belongings. Once a unit is sold at auction, items cannot be recovered.

No advance notice is required to move out, simply clear out your unit and let us know when it’s empty so we can close your account. If you’re unable to call, you can scan the QR code on your unit door (where available) to submit a move-out ticket.

Our customer service team is available 7 days a week to assist with any issues and coordinate repairs with our facilities team if needed. For the quickest resolution, please call us or submit a ticket using the QR code located on your unit.

Unit sizes vary by location, typically ranging from 5×5 to 10×30. Visit your facility’s page to see current availability and find the size that best fits your needs.

Yes, depending on the location, we offer climate-controlled units, drive-up storage, and vehicle storage. Visit the facility’s page and check the Facility Features tab to see which options are available at that location.

Yes, drive-up storage units can be used for vehicles that fit. Vehicles must be operable, and fuel or battery requirements are outlined in the lease.

All you need is a credit card and a valid ID or driver’s license. With these, you can rent a unit online or over the phone and move in within minutes.

For safety reasons, storing perishables, live animals, illegal items, hazardous or flammable materials, and lithium batteries is not allowed. Please refer to your lease agreement for a full list of prohibited items.

No, living in or conducting business operations from a storage unit is strictly prohibited.

Call the property number, email support@otterstorage.com, or use the QR code on your unit door to submit a ticket.