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Smart Locker Solutions
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Resident Portal Access
Providing you a terrific customer experience with your Package Concierge® automated solution is our first priority – but when you need us we’re here to help!
Frequently Asked Questions
Who should sign up?
Anyone able to receive packages should register for Package Concierge. You can have as many accounts registered to your unit as necessary and add dependent accounts if your property has this feature enabled.
Does it cost money to use Package Concierge lockers
Why do I need to provide credit card information?
Does everyone who registers need to provide credit card information?
How do I know my credit information is secure?
How do I close my account?
How do I pick up my package
You will receive a delivery notification via text, email, or phone call letting you know that you have a package delivery.
- Go to the lockers indicated in your notification.
- Press the “resident or other user” button on the kiosk touchscreen.
- Enter your personal username provided in the delivery notification and your 4-digit PIN code.
- Retrieve your package from the locker once it opens.
What happens if I can't pick up my package right away?
If your package will be in the locker long enough to incur storage fees and you don’t wish to be charged:
- Provide your access code to someone you trust and have them pick up your package for you.
- Log into your Package Concierge account and set up Vacation mode (see “What should I do if I go on vacation?”).
- Call us at (888) 989-7225. We can help set your account to Vacation mode.
What should I do if I go on vacation?
- Sign into your account at packageconciergeadmin.com.
- Click on the “Resident Information” tab.
- Select “Vacation” and set it to “on”,
- Enter the dates you will be out of town. This will prevent any new packages from being delivered to your account. Please work with your leasing office/onsite management team in order to get any existing packages out of the lockers while you are on vacation.
What if my package is too big to fit in a locker?
You will receive a delivery notification (text, email, or phone call) 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.
What happens if I get a package and I'm not signed up?
Check in with your property management team, as every property and courier have 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.
What if my package contains perishable items?
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.
What if I can't reach the taller lockers?
You can enable “accessibility mode” on your account under the resident information tab at packageconciergeadmin.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.
What if I am not receiving delivery notifications?
Please log in to your account at packageconciergeadmin.com and confirm:
- You have an active account set up, or the primary resident for your unit has you registered on their account.
- 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 (888) 989-7225
What if I accidentally delete my delivery notification?
You can easily log into the lockers at any time to check if you have a package delivery by using your personal account username and 4-digit PIN. If a package is available for pickup up the lockers will open. Otherwise, you can check for package deliveries directly from your account at packageconciergeadmin.com or give us a call at (888) 989-7225, and we can help you recover your account login information.
What if I receive an "invalid code" message when I try to receive my package?
- Press the “Back” button to return to the start screen. If your property has multiple kiosks, please ensure you’re at the correct kiosk (this information will be in your delivery notification, e.g. Kiosk A, Kiosk B, etc.).
- Press the “Resident/ other user” button on the kiosk
- Enter your Username and 4-digit PIN code
- If you are still unable to access your package, contact us at (888) 989-7225.
What if the door closes before I can retrieve my package?
Please contact us at (888) 989-7225. We can attempt to reopen the locker remotely so you can retrieve your package from the locker.
What if my locker is empty?
- Check to see if your package was delivered to your apartment.
- Check your USPS mailbox.
- If you receive 2 notifications, try looking for additional open lockers. 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.
- Contact us at (888) 898-7225 and we’ll look into your situation.
What should I do if the locker won't open and I hear a clicking sound?
This likely means that your package is too large for the locker. If this happens, please stay near the lockers and call us at (888) 989-7225 so we can open the locker door remotely. You can also ask your property management team to manually open the door with a key.
What if the kiosk screen says “System Error/Server Connection Error”?
Please notify your property management team or contact Package Concierge at (888) 989-7225.
How do I update my credit card information?
If your card expires, you will receive a notification from Package Concierge. You will want to please login to your Package Concierge resident portal to update your billing information so that you do not miss any package deliveries!
How do I set up Vacation Mode?
- Sign into your account at Packageconciergeadmin.com
- Click on the “resident information” tab
- Select Vacation and turn it to “on”.
- 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.
How do I change my apartment number?
If your property does not have an auto resident integration system in place. You can call us at (888) 989-7225 and we will be more than happy to update your unit for you. Otherwise, you will need to reach out to your leasing office/ onsite management team to get your unit updated on your account.
How do I change my locker height preferences?
How do I close my account?
Log into your account at packageconciergeadmin.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 run into any trouble closing your account, please give us a call at (888) 989-7225.
What do I do if I’m moving to another apartment community?
Log into your account at packageconciergeadmin.com and select the option to close your account. Once you arrive at your new community, they will help you in creating a new account under their communities’ rules and guidelines.
What do I do if my roommate moves out?
Since your roommate has their own package concierge resident account. They will need to cancel their account before their date of moving. If they have already moved, give us a call at (888) 989-7225.
How do I close my account?
Log in to your account at packageconciergeadmin.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 require assistance, please call us at (888) 989-7225.
What happens if I can’t pick up my package right away?
If your package will be in the locker long enough to incur storage fees and you don’t wish to be charged:
- Provide your access code to someone you trust and have them pick up your package for you.
- Log into your Package Concierge account and set up Vacation mode (see “What should I do if I go on vacation?”).
- Call us at (888) 989-7225. We can help set your account to Vacation mode.
How do I set up vacation mode in the portal?
- Sign into your account at Packageconciergeadmin.com
- Click on the “resident information” tab
- Select Vacation and turn it to “on”.
- 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.
Do I need to turn off vacation mode when I get back home?
Vacation mode will end at 11:59 PM on the last day of your vacation.
Am I limited in the number of times I can use vacation mode?
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.
How long can my account be in vacation mode?
Your account can be in vacation mode for 30 days at a time.
What are the fees for not picking up my packages in time?
Storage fees vary by property. Please contact your property management team for more information.
Resident Support
If you are an existing resident using a Package Concierge® system, please contact our Support Team by filling out the form below.
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