COVID-19: Update and Customer Support

Luxer One remains open and operational to assist you with your package needs. We have compiled the following frequently asked questions to help guide you through the current situation, and answer any questions you may have. Luxer One lockers are, and have always been, a safe and secure method of contactless delivery. Now, with the Luxer One mobile app, you can open the locker door right from your smartphone.

If you still have questions, our customer service team is ready to assist you by phone, chat, or email.


How can I get a temporary access code to a Luxer Room?

Sometimes a package can be delivered into a Luxer Room without being scanned by the carrier. If this has happened to your package, you can request temporary access to the Luxer Room at your property in three ways – 

On the package room touch screen:

  1. Click the ‘Begin Pickup’ button on the welcome screen, then click the ‘Room Access’ button.
  2. Enter your email address or phone number, which Luxer One will verify, and if we confirm you are a current resident of the property, we will send you a temporary access code to enter the package room.

Via text message:

  1. If you have previously received a text message from Luxer One letting you know about a delivery, then you can reply to the text message with the word ROOMCODE.
  2. If you haven’t received a text message from Luxer One, you should log in to the Luxer One Resident Portal, verify your correct mobile number is associated with your account, then text ROOMCODE to (855) 205-5542. Luxer One’s system will validate your phone number to make sure you’re a current resident of the property, and if you are, respond with the temporary access code to enter the package room.

On the Luxer One Resident Portal

  1. Login at with your email address and password. If you don’t know your password, then you can click the ‘Forgot password?’ link, enter your email address, and we will email you a link to reset your password and log in.
  2. Click the ‘Request Temporary Access Code’ button at the top of the ‘Orders’ tab, and we will send you a temporary access code to enter the package room.

Can Luxer One forward my packages to the place where I am quarantining?

Unfortunately there is no way for us to forward your packages to another location. Instead you can place the package on hold, and retrieve it when you are able to return home.

Can I place packages on hold by myself?

You can place packages on hold by logging into your account on this website or via the Luxer One App available for iPhone and Android. On the web visit “Settings”, “My Preferences” and scroll down, to set the package hold dates. On the app visit “Settings” select “Out of Town Hold” and set the package hold dates.

Can I use the iPad wearing gloves?

Yes. Nitrile and Latex gloves will work with the iPads used in the Luxer One systems.

What should I do if I have a package in the lockers or room but I cannot get to my package due to the quarantine?

You can place packages on hold through either the website by logging in, or through the Luxer One App on iPhone and Android. Once placed on hold, the package will remain in the lockers until you pick it up. We are extending the hold periods to better account for the quarantine.

What do I do if I have a package in the system, and my property has restricted access to the lockers for residents?

In this case, you will need to work with your property management to have them retrieve your package. If you can’t get to the lockers or room, there is unfortunately nothing we can do to get you the package.

What should I do if my property has restricted access to the lobby or office where the lockers are?

When placing a new order, please include special instructions for the carrier so they know to deliver to your door. Most of the carriers are used to delivering to lockers, and if access has been restricted by the property, they may take the package back to the sorting facility. We suggest using the phrase, “Access to the lockers is restricted, please deliver directly to my apartment door.”

What should I do if the app isn’t available at my property yet?

If the app is not available at your property, that means that your property needs to turn on the Bluetooth in the system. Let your property management know you want the app, and that they should call Luxer One to complete the upgrade.

Is there a way to unlock a locker or door without using the touchscreen?

Yes, there is a Luxer One smartphone app for both iPhone and Android. this app will let you open lockers without using the touchscreen. The app is available at almost all locations.

Is Customer Support available during quarantine?

Yes, our Customer Support team transitioned to working at home in early March, and continue to support you with your package deliveries. We are committed to helping you with your deliveries in the difficult time.

Can I use the iPad wearing gloves?

Yes. Nitrile and Latex gloves will work with the iPads used in the Luxer One systems.

What should I do if the lockers or room are behind a locked door?

In order to ensure important packages are delivered, we recommend delivering the packages to the resident’s doors directly.

Are the Luxer One lockers and rooms still working during quarantine?

Yes, we are still in service as normal, and lockers and rooms are up and running with no impacts from COVID-19 unless a property has closed.

Who should I call to turn on Bluetooth so our residents can use the Luxer One app, and give my residents the best in contact less delivery?

You can call our normal support line 415-390-0123, and select the option for Property Managers. Follow the prompts and you will be connected with our Technical Support team, who will walk you through turning on the Bluetooth and App.

Can I set up our call box to allow carriers access to our locked building?

Yes. If you have a call box on your door, we can help you set it up to allow carriers to have access to the locker or room. This is a great way to allow carriers to continue to deliver packages for your residents during these tough times, even if your office is closed.

How should I clean the touchscreen?

Touch Screens can be cleaned with 70% Isopropyl alcohol wipes, or spray. Never use bleach. 70% isopropyl is the recommended cleaning for COVID-19 per the CDC guidelines.

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Posted: Mar 26, 2020 3:01:59 PM