FAQs

Find answers to our most frequently asked questions.

 

 

Please check your email inbox and spam/junk folder for a welcome/registration email from your property. If you do not have one, please contact us at (855) 316-4756.

Please check your spam folders as the email may have ended up there. If you still cannot locate the email, please call customer support at (855) 316-4756 and our automated phone system will walk you through the registration process.

Please note: Your registration email will be sent to the email address you provided your apartment when you signed your lease.

 

Registering for an account ensures your packages are safely and securely stored in a smart parcel locker until you are ready to retrieve them.

Additionally, some communities require all residents to register for an account or they’ll return your packages to the senders.

 

By registering your Parcel Pending account, you’ll enjoy: 

  • Real-time delivery notifications
  • Peace of mind that your packages are stored safely and securely in the locker system
  • A resident support team that will help solve your issues and answer your questions
  • Access to your packages 24/7/365
  • A mobile app and an online portal where you can:
    • Set up vacation mode to ensure your packages are secure in a locker while you’re out of town
    • Change accessibility settings
    • Add occupants to your account
    • And more!

Anyone who receives packages in their community should register for Parcel Pending. You can have up to 10 Occupants registered to each Primary account. Alternatively, everyone in the residence can have their own Primary account.

 

Each property sets up its fees. Fees can include but are not limited to Registration Fees, Subscription Fees, and Daily Storage Fees. The property determines all fees and amounts.

A valid credit card is required at registration to cover any registration or storage fees that may occur while you use our lockers. Your credit card information is securely stored by a third-party credit card processing company; this process is PCI-compliant. We do not store your credit card information.

 

If your property charges fees to use Parcel Pending lockers, you must have a valid credit card on file.

There can be multiple accounts associated with a single apartment (e.g., roommates). However, if there are multiple people on a single account, there only needs to be one credit card on file.

 

Parcel Pending uses an independent data security services provider, Authorize.net, to process all credit card transactions. Parcel Pending does not process or retain your credit card data. The process used to capture and store credit card data is PCI-compliant.

 

Log into your account on the mobile app or portal. Access the “Help Center” for specific instructions on adding people to your account. 

If you have any issues adding new residents, or if you have additional questions, please contact us at (855) 316-4756.

Log into your account on the mobile app or portal.  Click on “My Profile.”  Update your email in the designated area and save the changes.

Log into your account on the mobile app or portal. Access the “Help Center” for specific instructions on adding credit card information to your account. 

Registering for an account varies by property. If you have not received a welcome/registration email from Parcel Pending with the steps to register, please contact your property management or leasing office.

 

If you have forgotten your username or password, please use the “Forgot Username” or “Forgot Password” links under the login page and follow the instructions on the screen. If you still cannot access your account, call us at 855-316-4756.

To reset your password, take these steps: 

  1. Go to the portal login page or mobile app.
  2. Under the password field, click the  “Forgot your password?” link.
  3. Enter your username into the empty field and click the “Reset Button.”
  4. You will receive an email from Parcel Pending with a link to reset your password.

Log into your account on the mobile app or portal. Access the “Help Center” for specific instructions on updating profile information. 

If you have any issues or if you have additional questions, please contact us at (855) 316-4756.

Please log into your account on the mobile app or portal and confirm that you have an active account set up. Or verify the primary resident for your unit has you registered on their account and that your email address, telephone number and/or mobile phone number are correct.

If this information is correct and you are still not receiving notifications, please contact us at (855) 316-4756.

There are two ways to access your package if you accidentally delete your access code notification:

Log in to your account on the mobile app or portal and view your “Parcel History” page to view the access code for your delivery, or you can contact Parcel Pending at (855) 316-4756 and we can provide you with your access code.

The kiosk will advise the reason for an invalid code entry. Please follow the directions provided on the kiosk. If the locker does not open, or if you continue to receive an “invalid code” message, call us at (855) 316-4756 for assistance.

Try your code again. The locker should sense there is a package inside and allow access. If this does not work, please contact us at (855) 316-4756. We can reset your access code so you can retrieve your package from the locker.

 

If your locker is empty, please take the following steps: 

  1. Check to see if your package was delivered to your apartment.
  2. Check your mailbox.
  3. If you receive 2 codes, try using both access codes. Sometimes, a courier selects a locker that is too small for your package and then places your package in a larger locker. If this is the case, you may receive two notifications.
  4. Contact us at (855) 316-4756 and we will investigate your situation.

 

This likely means that your package is too large for the locker. If this happens, please stay near the lockers, and call us at (855) 316-4756 so we can open the locker door remotely. You can also ask your property management team to manually open the door with a key.

 

Please notify your property management team or contact Parcel Pending at (855) 316-4756.

 

Ask your property management team to contact Customer Success and request their assistance in inspecting the lockers.

Please note that if you have a package stuck in the locker, your property management team has a key to open the lockers.

 

You will receive a delivery notification via text, email, or app notification that contains a unique access code. Once you have an access code:

  1. Go to the lockers indicated in your notification.
  2. Press the “ Pick-Up” button on the kiosk touchscreen.
  3. Scan the code or enter the access code provided in your delivery notification.
  4. Retrieve your package from the locker once it opens.

If your package is in the locker long enough to incur storage fees and you do not wish to be charged:

  1. Provide your access code to someone you trust and have them pick up your package for you.
  2. Log in to your Parcel Pending account and set up Vacation mode.
  3. Call us at (855) 316-4756. We can help set your account to Vacation mode.

Log into your account on the mobile app or portal and set your vacation dates.

You will receive a delivery notification (text, email, or app notification) with information on how to pick up your oversized package. Depending on your community’s policies, the package could either be at the on-site management office, at the courier’s local delivery hub, or at your front door.

If you are not registered with Parcel Pending, you will not be able to use the lockers. Be sure to register for Parcel Pending ASAP so you can easily utilize our service.

Your property may or may not have refrigerated lockers. If it does, and if your package indicates that it contains perishables, your package will be delivered to a refrigerated locker. If not, you should pick up your package as soon as you receive the delivery notification.

 

You can change your locker preferences in the mobile app or portal to ensure your packages are delivered to lockers 4 feet from the ground or lower. Couriers are able to see this information and our system will automatically show them lockers that meet your preferences.

If you receive another resident’s package, please leave it in the locker and call us at (855) 316-4756 so we can notify the correct resident.

 

Please contact the shipper and/or seller of the item.

 

Contact your property and the local police to file a police report.

 

Lockers are designed to be available 24/7 but check with your property to see if they have restricted access to locker locations after-hours.

 

Couriers are directed to deliver packages to the lockers based on the resident’s name and unit number. The notification will be sent to the resident associated with the registered account.

 

Couriers are directed to deliver packages to the lockers but if there is a problem, they may deliver directly to your door. Contact your property if this is a continuing problem.

Please call us at (855) 316-4756 and our automated phone system will walk you through the process of marking your package as picked up. Once the package has been marked as picked up through the phone system, please say “Customer Service” to speak with someone to discuss if you are eligible for a refund.

Log into your account on the mobile app or portal. Access the “Help Center” for specific instructions on moving.

Log into your account on the mobile app or portal. Access the “Help Center” for specific instructions on moving.

Log into your account on the mobile app or portal and remove the roommate from your account.

If your roommate has an account, they will need to deactivate it or call us directly.

If you are still receiving notifications more than 3 days after moving out, please call us at (855) 316-4756 and the automated phone system will walk you through the move-out process.

 

Log into your account on the mobile app or portal and update your profile information.

To ensure you are no longer enrolled in Parcel Pending, please submit a form online, or give us a call at 855-316-4756.

 

If your package is in the locker long enough to incur storage fees and you do not wish to be charged, please follow one of the following options:

Provide your access code to someone you trust and have them pick up your package(s).

OR

Log into your Parcel Pending account and set up Vacation Mode under the Vacation section. Select the dates you will be away and click save.

You will have until 11:59 PM the day after you return to pick up your package(s) before you start accruing storage fees.

Call us at (855) 316-4756 for assistance setting up Vacation Mode.

Log into your account on the portal and set your vacation dates. Review the Help Center in the portal for specific details.

Log into your account in the mobile app and set your vacation dates. Review the Help Center in the app for specific details.

Vacation mode will end at 11:59 PM on the last day of your vacation.

 

If you cannot set up vacation mode in the portal or the mobile app, vacation mode may not be available at your apartment. Please contact your property management team for more information.

 

You are not limited in the number of times you can use vacation mode, but if you plan to be out of town for longer than your scheduled vacation days, please arrange to have someone pick up your packages to make room in the lockers for the other residents and to avoid storage fees when applicable.

 

Your account can be in vacation mode for 30 days at a time.

 

Storage fees vary by property. Please contact your property management team for more information.

 

Call us at (855) 316-4756, and our automated phone system will walk you through the process of setting up vacation mode.

 

Parcel Pending by Quadient is the nation’s leading provider of smart parcel lockers, serving 3M+ users worldwide.

Quadient is the parent company of Parcel Pending.

With over 70 million packages delivered annually, Parcel Pending by Quadient offers a wide range of solutions that ensure the safe and secure delivery and retrieval of packages and online orders. For more information about Parcel Pending by Quadient, visit: parcelpending.com

We work with any and all couriers, including local couriers.

 

Our customer support helpline is available every day from 4 AM – 9 PM PST.

 

Currently, we cannot accept alcohol deliveries as they require a signature with proof of age.

 

Please call us at (855) 316-4756 and we will work through the system-down issue and follow the appropriate steps to resolve the issue.

Call us at (855) 316-4756.

 

Please discuss this option with your property.

Call us at (855) 316-4756.

Yes, but you may need to arrange to have your packages delivered elsewhere if your community requires locker delivery for all packages.

 

You can submit a web request on our website at any time, as it is accessible 24 hours a day, 7 days a week, 365 days a year.

Additionally, our customer service line is open from 4 am to 9 pm PST every day.

The same functions that are available in the portal are available in the mobile app.

Yes. Click “Profile” in the bottom navigation to make updates.

 

Please make sure you’re using the correct username/password. If you’re still having issues, contact us at (855) 316-4756.

 

If the app crashes, please delete and reinstall, and make sure you have the most updated version of the app. If that doesn’t work, please call us at (855) 316-4756 for assistance.

To reset your password, click the “Forgot Password” link and follow the instructions.

We're Available 7 Days a Week.