What Should I Do If I Don’t Have the Keys When the Movers Arrive?

Quick AnswerWhat should I do if I don’t have the keys when the movers arrive?Do not start unloading until you have confirmed access to the apartment. Call the landlord, broker or building contact immediately and get a realistic key handoff time. At the same time, tell the moving company so it can explain the cost and feasibility of waiting. If the delay is short, waiting may be simplest. If access is uncertain, compare a truck hold, temporary storage or rescheduling before the crew unloads into a lobby or other unapproved area.

The main risk is turning an access delay into two problems: paid mover waiting time and belongings sitting somewhere they cannot legally or safely stay.

Confirm Whether the Delay Is Minutes or Hours

Ask the person responsible for the keys for a specific handoff time, not “soon.” The right moving decision depends on whether access is expected shortly or whether the apartment may not be available that day.

If the unit is not actually ready for possession, check the lease and handle that issue with the landlord or property manager separately. The mover should not be asked to solve a landlord-access dispute.

Tell the Moving Company Before the Truck Is Unloaded

Ask the dispatcher or crew lead:

• How waiting time is charged.
• How long the truck can realistically wait.
• Whether the crew has another job that limits the delay.
• Whether short-term truck holding or storage is available if access fails.

Getting those answers early gives you options. Waiting until the crew has unloaded half the truck into a lobby can make the situation harder.

Protect the Building Window Too

If the destination has a reserved freight elevator, a late key handoff can consume the same window. Contact management and ask whether the elevator slot can be extended or shifted.

For the building side of the move, see our NYC building moving requirements guide.

If Access Will Not Happen That Day

Do not improvise by leaving the shipment in a hallway, lobby or loading area unless the building explicitly approves it. Your practical options are usually to keep the shipment with the mover, move it into temporary storage, or reschedule final delivery.

If a storage bridge becomes necessary, our NYC movers and storage guide explains the available models.

Decision checkpoint: Before paying for hours of waiting, get two pieces of information: the realistic key handoff time and the mover’s waiting or holding cost. Then choose the least disruptive option.

Bottom Line

If you do not have the keys when the movers arrive, pause before unloading, confirm when access will actually be available, and coordinate the mover and building around that time. A short wait may be easiest; an uncertain delay may justify holding, storage or rescheduling. The important thing is to keep the shipment controlled until the apartment can legally and physically receive it.

Frequently Asked Questions

Will movers wait if I do not have the keys yet?

They may be able to, but waiting can be billable and the crew may have schedule limits. Ask immediately.

Can movers leave my belongings in the lobby?

Only if the building explicitly permits it and the mover agrees. Do not assume common areas can be used for temporary storage.

What if I cannot get the keys until the next day?

Ask the mover about holding, storage or redelivery options and compare those costs before deciding.