Login
Login

Property Resource Center / Legacy Experience / FAQs

FAQs

Find answers to our most frequently asked questions.

Login

Frequently Asked Questions

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

Residents can add minors or roommates as “occupants” via the web portal or mobile app by selecting “Add Occupant”.

1. Integration Registration Options:

Option 1: Residents receive an email directly from Parcel Pending 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: my.parcelpending.com.

3. Property Management Team Registration:

Management can register residents via Property Manager Portal: my.parcelpending.com.

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.

Option 1: Resident Self-Registration

  • Desktop: Resident visits my.parcelpending.com and clicks Sign Up
  • Mobile App: Parcel Pending Mobile, download and click on “New User Registration”

Option 2: Affiliate Link

  • Share this custom sign-up link under “Affiliates” tab within the portal

Option 3: Onsite Team Manual Resident Account Creation

  • Log in > Click Residents
  • Click Green + Symbol
  • Fill out required fields and submit
  1. Log into my.parcelpending.com
  2. Go to Residents tab
  3. Search by unit or email
  4. Click Pencil icon
  5. Click Resend Registration Email
  • Encourages fast pickup
  • Increases locker availability
  • Applies after X days (customizable) of unclaimed packages
  • Residents are notified before charges
  • No card = account suspended

Tip: Use Vacation Mode to avoid charges if away.

Resident Steps:

  1. Go to www.parcelpending.com and log in
  2. Click “Vacation and Moving”
  3. Delete old dates if needed
  4. Enter new vacation date range > Save

Property Steps:

  1. Log in to admin account
  2. Select Residents
  3. Search & click Pencil icon
  4. Scroll to Vacation Schedule
  5. Enter date > Save

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

  1. Enter 6-digit Courier Code
  2. Skip scan
  3. Search resident by unit or name
  4. Select resident > Choose locker size

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.

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.

  1. Log in to my.parcelpending.com
  2. Click Properties
  3. Select your property
  4. Go to the Lockers tab
  5. Expand locker details (click the + icon next to “Proteus: Parcel Pending”)
  6. Locate the Admin Code section
  1. Log in to my.parcelpending.com
  2. Click Properties
  3. Select your property
  4. Click the Eyeball or Pencil icon
  5. Go to the Couriers Section to view codes

Residents can add free occupant accounts for delivery access.
Steps:

  1. Log into my.parcelpending.com
  2. Go to My Occupants
  3. Click the Green Arrow next to “Add Occupants”
  4. Fill out info > Click Save
  1. Enter Admin Code at the kiosk screen
  2. Click Actions > Open All Box > Open
  1. On the locker screen, enter Admin Code
  2. Go to Actions > Sync Data
  3. Click Sync next to “All Data”
  4. Wait for confirmation message
  5. Exit the menu
  1. Open stale package report at my.parcelpending.com
  2. Enter each package code (Column H)
  3. Remove package
    • If locker is empty, just close the door
  4. Contact/reinsert for current residents
  5. Return to courier for former residents
  6. Run this weekly to free up space
  1. Use locker map to locate
  2. Remove center column with barrel key
  3. Find the black box inside
  4. Pull release latch
  5. Door opens

Likely the APC backup battery is causing it.

Fix:

  1. Use the locker key to open the screen door
  2. Find the APC backup battery
  3. Unplug all cords from the “Battery + Surge” row
  4. Plug them into “Surge Only” row
  5. Hold Green Power Button on APC to reset
  1. Enter Admin Code
  2. Go to Maintenance > Package Maintenance
  3. Click Check Discovered Packages
  4. Click Remove Discovered Packages
  5. If the locker is empty, close it. If there is a package remove it.
  6. Redeliver any removed packages using Property Courier Code
  1. Open screen back using barrel key
  2. Power off backup battery (black box)
  3. Wait 30 seconds
  4. Power back on

Videos:

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