FAQs

Call customer support at (855) 316-4756 and our team will help locate your account.

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.

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 24/7/365
  • Access to your packages 24/7
  • 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 ADA settings
    • Add occupants to your account
    • And more!

Anyone that receives packages at their community should register for Parcel Pending. You can have up to 10 people registered to each account. Alternatively, everyone can have their own account.

Parcel Pending does not charge residents. Each property has its own set-up and storage fees.

The storage fee is set by your property and is meant as a motivator to retrieve the package in a timely manner so other residents can use the lockers.

If your property charges a subscription fee, you can view it and all fees on your account portal at my.parcelpending.com.

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 at my.parcelpending.com and select the option to close your account. Please note that, by closing your account, you may not receive all the packages that are sent to you, and you may need to make arrangements with another delivery service. If you have additional questions or are unable to close your account, please contact us at (855) 316-4756

Log into your account at my.parcelpending.com and select “My Occupants” on the left side panel.  Once the page loads, select the green “+” symbol. A pop-up window will appear with several sections to enter the resident’s information. Once you have entered the resident’s information, click the “Save” button. 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 at my.parcelpending.com and click on “My Profile” on the left side panel. Update your email in the designated area and click “Save.”

Log into your account at my.parcelpending.com. Under “Fee Management,” click on the green “+” button next to “Payment Cards” and enter all required fields. Once finished, click “Save.” Return to “Fee Payments” and click the star icon next to the credit/debit card you would like to make your primary payment method.

Registering for an account will vary by property. If you have not received an email from Parcel Pending with the steps to register for your account, please contact your property manager for directions.

Please contact Parcel Pending at (855) 316-4756 and we will help you get registered.

Log into your account at my.parcelpending.com and click on “My Profile” on the left side panel. Update your contact information in the designated areas and click “Save.”

We need more information in order to best help you. Please call us at (855) 316-4756.

To reset your password, take these steps: 

  1. Go to https://my.parcelpending.com/
  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.

If you would like to change your username, you will need to call Parcel Pending customer support to make this update. Please call us 24/7/365 at (855) 316-4756

Please log into your account at my.parcelpending.com and confirm that you have an active account set up or 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 help@parcelpending.com or (855) 316-4756.

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

Login to your account at my.parcelpending.com and view your “Parcel History” page to view the access code for your delivery, or you can contact Parcel Pending at help@parcelpending.com or (855) 316-4756 and we can provide you with your access code.

If you receive an “invalid code” message, please take the following steps: 

  1. Press the “Back” button to return to the start screen. If your property has multiple kiosks, please ensure you are at the correct kiosk (this information will be in your delivery notification, e.g., Kiosk A, Kiosk B, etc.).
  2. Press the “Parcel Pick-up” button.
  3. Enter your 6-digit access code.
  4. If you are still receiving an Invalid Code error, make sure you are not using an old code that was already used to retrieve a different package.
  5. If you are still unable to access your package, contact us at (855) 316-4756.

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 or email us at help@parcelpending.com. 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.

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 orange “Parcel Pick-Up” button on the kiosk touchscreen.
  3. Enter the 6-digit 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 (see “What should I do if I go on vacation?”).
  3. Call us at (855) 316-4756. We can help set your account to Vacation mode.
  1. Log into your account at my.parcelpending.com 
  2. Click on the “Vacation” tab.
  3. Select “Vacation” and press enter.
  4. Enter the dates you will be out of town. Please pick up your package by 11:59 PM on the day after your return date to avoid incurring storage fees, when applicable.

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 or at the courier’s local delivery hub, or at your front door.

Check-in with your property’s management team, as every property and courier has a different procedure. Some couriers will return the package back to their “hub” and attempt to re-deliver at a later date, while others will “return to sender”. Be sure to sign up for Parcel Pending as soon as possible so you can easily receive your packages.

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 at my.parcelpending.com to ensure your packages are delivered to lockers 4 feet from the ground or lower. Couriers are notified of this preference, and our system will automatically select lockers that meet your preferences for your packages.

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.

Try the code again. If that does not work, go to your property’s office and they can open the locker with a key. Or give us a call and we can open the locker remotely.

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

Log into your account at my.parcelpending.com and select “My Occupants.” Select the occupant you would like to remove and select “Yes” under “Moving Out.” 

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.

Package notifications will be delivered to the resident’s email on the account.

Sign up for special delivery instructions to let them know to deliver to the lockers. If this does not work, you can contact us at (855) 316-4756 and we will contact the courier.

Yes. If you need packages delivered within the disability accessibility height range, log in to your account at my.parcelpending.com and select, “My Profile” on the left side Navigation Panel. 

  1. Log into your account at my.parcelpending.com.
  2. Select the “Moving” tab.
  3. Click “Move Out”.
  4. A pop-up window will appear where you can enter your move-out date.
  5. Enter your move-out date, then click “Save”. You will be moved out on the date you entered.

Note: If there is no “Move Out” option, your account was automatically created by your property and will be canceled within 3 days of your lease end date. If you are still receiving notifications more than 3 days after moving out, please email us at help@parcelpending.com or call us at (855) 316-4756

If your new apartment community also has a Parcel Pending locker system, follow these steps:

  1. Log into your account at parcelpending.com.
  2. Select the “Moving” tab, then select “Moving to a New Property”.
  3. Complete the required information.
  4. If there is a registration fee at your new community, your card on file will be charged. All terms and conditions for your new property will be available on this screen.

Note: If there is no “Moving to a New Property” option, your account was automatically created by your property and will be canceled within 3 days of your lease end date. If you are still receiving notifications more than 3 days after moving out, please email us at help@parcelpending.com or call us at (855) 316-4756.

If there is no “Move Out” or “Moving to a New Property” option, your account was automatically created by your property and will be canceled within 3 days of your lease end date. If you are still receiving notifications more than 3 days after moving out, please email us at help@parcelpending.com or call us at (855) 316-4756

  1. Log into your account at my.parcelpending.com.
  2. Click on the “My Occupants” tab.
  3. Click the pencil icon next to the name of the occupant who is moving out.
  4. Locate “Moved Out?” towards the bottom of the screen. Move the button to “Yes”, then click “Save” to apply the change.

Log into your account at my.parcelpending.com and select the option to close your account. Please note that, by closing your account, you may not receive all of the packages that are sent to you and you may need to make arrangements with another delivery service.

If you are moving to a new unit in your current apartment community or to another apartment community that has Parcel Pending lockers, you can update your address from the “Moving” tab within the portal. Take these steps: 

  1. Find the “Move Out” section
  2. Select “Yes” after “Move out of Parcel Pending Apartments or close account?”
  3. Select your moving option
  4. Select your effective date
  5. Click “Save”

To ensure you are no longer enrolled in Parcel Pending, please submit this form or call us 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: 

  1. Provide your access code to someone you trust and have them pick up your package for you. 
  1. Log in to your Parcel Pending account and set up Vacation mode (see “What should I do if I go on vacation?”). 
  1. Call us at (855) 316-4756. We can help set your account to Vacation mode.
  1. Log into your account at my.parcelpending.com
  2. Click on the “Vacation” tab.
  3. Select “Vacation” and press enter.
  4. Enter the dates you will be out of town.

Please pick up your package by 11:59 PM on the day after your return date to avoid incurring storage fees, when applicable.

  1. Open the Parcel Pending mobile app and log in to your account.
  2. Select the “Profile” icon located on the bottom navigation bar.
  3. At the top of the app are three tabs. Select the “Vacation” tab.
  4. Select “Set Start Date” and enter your vacation start date.
  5. Select “Set End Date” and enter your vacation end date.
  6. When both dates are entered, click the “Save Vacation” button.

Please pick up your package by 11:59 PM on the day after your return date to avoid incurring storage fees, when applicable.

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.

Parcel Pending is the nation’s leading provider of innovative package management solutions, serving 3M+ users worldwide.

Quadient, formerly known as Neopost, acquired Parcel Pending in 2019. Quadient is a global leader in mail solutions, business processes, management, customer experience management, and parcel locker solutions. Its mission is to deliver reliable solutions that create relevant and personalized interactions.

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

Our customer support helpline is available 24/7.

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

Call us at (855) 316-4756 and we will schedule a tech visit to your property.

Call us at (855) 316-4756 or email help@parcelpending.com

Not currently, but we are working on outbound package delivery.

Call us at (855) 316-4756 and we can reverse the charges.

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

We are open 24 hours a day, 7 days a week, 365 days a year. Call us at (855) 316-4756, email help@parcelpending.com, or submit an inquiry.

Everything you can do online at my.parcelpending.com, you can do from the 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. If that doesn’t work, call us at (855) 316-4756.

To reset your password, take these steps: 

  1. Open the Parcel Pending mobile app
  2. Below the ”Log in” button, click the  “Forgot 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.

Our Team is Available 24/7 to Support You.