All residents should sign up for Parcel Pending PLUS to ensure a successful launch and smooth courier adoption. Registration helps couriers deliver packages efficiently.

Residents can add minors as “sub-accounts” or add occupants via the web portal or mobile app by selecting “Sub-Accounts”> “Add Sub-Accounts.”

1. Integration Registration Options:

Option 1: Residents receive an email directly from Parcel Pending PLUS with a registration link.

Option 2: For integrated properties without resident registration fees, registration may be bypassed, allowing deliveries without manual account creation.

2. Classic Registration:

Residents can download the Mobile App (available on App Store and Google Play) or register at the web portal: us.parcelpending.com/registration.

3. Property Management Team Registration:

Management can register residents via Property Manager Portal: us.parcelpending.com/front-pmd/.

Integration connects Parcel Pending’s software with property management systems (e.g., RealPage, Yardi, ResMan, Rent Manager, Entrata) for streamlined registration. Non-integrated properties may have alternative options.

The announcement letter provides residents with information about Parcel Pending PLUS and registration instructions. It should be sent out as soon as possible to begin the registration campaign.

A system is considered LIVE once residents are registered and couriers begin delivering packages to the lockers

• Existing properties: Go LIVE when at least 60% of residents are registered.
• Lease-up properties: Go LIVE immediately, with registration progressing alongside occupancy.

Residents must register for Parcel Pending PLUS to receive packages. Registration can be completed via the Mobile App (available on the App Store and Google Play) or the web portal. Properties with auto-registration through integration may not require manual sign-up.

Community staff should engage couriers and provide delivery codes along with a courier guide.

Couriers have now the ability to log packages at the kiosk by using Easy Delivery feature during drop-off. This process does not require delivery codes. When Easy Delivery is selected, the driver is presented with a list of pre-configured courier names (e.g., Amazon, FedEx, USPS, UPS, DHL) for that device. They simply choose their company (or “others”) and proceed with the load process – no need to enter or remember a code.

The Property Manager Exchange is a convenient feature available on the kiosk screen that allows property managers and staff to securely exchange items—such as keys, documents, or other small items—with third-party vendors who are not registered for the service.

Amazon: Contact Amazon Property Management at 844-370-7615 or amzl-address-information@amazon.com, providing shipping label photos.

UPS, USPS, FedEx, DHL, or other couriers: Send shipping label photos (with visible tracking info) to your Customer Success Manager. Ensure the resident has an active Parcel Pending PLUS account.

Tips for Residents: Encourage residents to provide specific delivery instructions when ordering online:

Amazon: Add instructions via “Account” > “Your Address” > “Add Delivery Instructions.”

UPS: Sign up for UPS MyChoice.

FedEx: Use FedEx Delivery Manager.

USPS: Use Informed Delivery.

Yes, once the system goes LIVE, all deliveries should be directed to the locker system. Provide couriers with instructions for oversized or signature-required packages.

Property management should provide you with a courier access code for the Parcel Pending locker system. If no onsite management is available, please contact our customer service team at (866) 354-7492. Couriers can also deliver packages by using “Easy Delivery” button, which does not require any access codes.

The scanner captures the package tracking number for the resident’s parcel history. This assists the residents in tracking their deliveries.

Use the “skip scan” button in the lower right corner of the screen and select the resident and locker size as needed to complete delivery.

Check in with property management, if possible. If there is no one on-site, please attempt to deliver the package(s) to the resident’s door.

Please select the next locker door size up. If there is no larger size available, please consider this package delivery “oversized” and follow the property’s instructions for oversized packages.

Please call the property management team directly. If management is not available, contact our support team at (866) 354-7492.

Property management should provide you with the property’s parking and locker location. If management is not available, please contact our support team at (866) 354-7492.

Please attempt delivery at the resident’s door to obtain a signature. If the resident is not available, please connect with the on-site property management for a signature or further handling instructions.

If the door does not open, select “no” when the kiosk screen asks if the package was delivered. Re-attempt delivery to the same size locker. If the locker door still does not open or there are no other lockers available, proceed to the on-site management office. Notify property staff of the issue(s) experienced and ask for further instructions.

If a package is already inside when the locker door opens, close the locker door. When the kiosk prompt asks if the package was delivered, select “no” and re-attempt delivery for the same size locker. If no lockers are available or the same issue occurs, proceed to the on-site management office, and notify staff of the issue(s) experienced. Ask the staff for further instructions.

Yes, this is possible under specific conditions. If a resident already has a package in the locker system that was delivered by a particular carrier, the same carrier can reopen the occupied locker to deliver an additional item for that resident. This functionality ensures a seamless and efficient delivery process, provided the same carrier is handling the subsequent delivery for the same recipient.

The admin portal provides tools to manage lockers, track deliveries, monitor locker usage, and generate reports like expired parcels and delivery stats.

The admin code is a confidential 6-digit code that allows community staff to manage the locker system via the kiosk screen. With this code, you can:

• Remove expired parcels (over 8 days) via the “Unload” menu to improve locker capacity.
• Assist residents with package pickup through the “Assisted Pickup” menu.
• Open, deactivate, or reactivate locker doors via the “Technician Menu” > “Boxes Management.”

Use your admin code provided during the Launch or Onboarding phase:

• Access the kiosk and open the “Operator Home” menu.
• Select “Assisted Pickup” and search for the resident.
• Remove the package using this feature, which automatically clears the notification and locker door.

A package left in the locker system for more than 8 days is considered expired.

• For previous residents: Return the package to the sender.
• For current residents: Redeliver the package using delivery code 233890.
  Regularly manage expired parcels via the kiosk to optimize locker usage.

• Use your admin code to access the kiosk screen.
• Open the “Operator Home” menu and select “Technician Menu” > “Boxes Management.”
• Choose the specific dysfunctional box and attempt to open and close it.
• If successful, click “Repair Box” to reactivate the door.

If the locker door does not open, contact Technical Support at (866) 354-7492, option 1, to schedule repairs.

The locker system must remain connected to the internet for residents to receive pickup codes via SMS, email, and push notifications.

• Reboot the system by following the locker manual instructions.
• If the issue persists, contact your Internet Service Provider.
• For further assistance, reach out to Technical Support at (866) 354-7492, option 1.

• Access the Locker Screen: Use the locker key to open the screen via the center panel.
• Locate the APC Battery: Inside the panel, find the APC battery.
• Turn Off the Battery: Switch off the APC battery.
• Wait: Allow the system to remain off for a few minutes.
• Turn On the Battery: Switch the APC battery back on to restart the system.

Unplug from outlet for 90 seconds, then plug back in.

• Organization: Ensure shelves are clearly labeled for easy courier deliveries and resident pickups.
• Audits: Conduct weekly audits to confirm packages are pending pickup. Mark packages not physically present as “picked up” via the admin portal.
• Courier Relationships: Maintain good relationships with courier drivers and offer support as needed.
• Signage: Regularly check and update signage to avoid confusion for couriers and residents.

If you deliver a package into the locker for the wrong resident, consult on-site management for assistance with opening the locker and retrieving the package, as well as notifying the resident. If there is no on-site team available to assist, contact our support team at (866) 354-7492.