Welcome to the Luxer One Customer Support page!

Are you a resident, property manager, or courier who needs customer service? If so, you can chat with one of our Customer Service reps using the chat icon in the bottom right. Otherwise, please fill out the form below to open a support ticket, or find answers to your questions in the FAQs. If you need to speak with us on the phone, we are available 24×7 at (415) 390-0123.

Support Inquiry

FAQ’s

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 https://app.luxerone.com/login 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.

What address should I have my packages shipped to?

You should use your normal mailing address for deliveries unless your property management specifies otherwise.

How long do I have to pick up my packages?

The amount of time you have to pick up your package(s) varies, and is determined by your property management. For specifics to your property, you can log into your account at https://app.luxerone.com/login and go to the “Settings” tab.

What happens if I receive a delivery and I am not signed up?

This will vary based upon the courier and the property. If you receive a notification that a delivery was made, and you are not signed up, it was either returned to the courier’s hub, or was delivered into your property management’s account. If you are not sure where your package is, a Luxer One Customer Service Representative would be happy to assist you. You can reach us by using the “Contact Us” form at www.luxerone.com/support, or by calling us at 415-390-0123.

What happens if I cannot pickup my package right away?

Your package will remain in the locker or room until you pick it up, or until it is returned to sender. Fees and return timelines vary by location. For specifics to your property, you can log into your account at https://app.luxerone.com/login and go to the settings tab.

If you are going to be gone for an extended period of time, you can place your account on a Vacation hold at https://app.luxerone.com/login and go to the bottom of the “Settings” tab.

What happens if I go on vacation for a significant period of time?

If you are going to be gone for an extended period of time, you can place your account on a Vacation hold at https://app.luxerone.com/login and go to the bottom of the “Settings” tab. While your account is on vacation hold, no fees will accrue on your deliveries.

What do I do if the locker doesn’t open, and I hear a clicking sound?

Clicking sounds generally mean that your package is too large for the locker it’s in. If this happens you should select to “Re-Open Locker” and push in on the locker door to see if it will spring open. Or you can go to the property’s management office and they can manually open it. If none of these resolutions work please give our support team a call at 415-390-0123 while you are still at the lockers.

What do I do if the locker that opens is empty?

Confirm that the locker that opened is the correct locker assigned to your package. After confirming, you can contact Luxer One at 415-390-0123, or by sending us a message at support@luxerone.com

What do I do if I cannot find my package in a shared space?

Report the missing package to a Luxer One representative for video research at 415-390-0123 and we will attempt to track and/or locate the package. If the package cannot be located, you will need to file a claim with the carrier or the sender.

What if my delivery is too large to fit in the locker?

You may still receive a notification for your package, however depending on your property’s policies, you may find your package outside of the locker area, at the leasing office, or the carrier may have taken it back to their facility. If your package is missing, you can contact Luxer One at 415-390-0123 or at support@luxerone.com to request assistance in locating the package.

What if I delete my access code?

You can view past access codes by logging into your account a https://app.luxerone.com/login and going to the “Orders” tab. If you cannot locate your code online, you can contact Luxer One customer support at 415-390-0123 in order to have a representative retrieve the access code.

How does picking up a package work?

When picking up a package you will receive an email notification with an access code of your delivery. Once at the lockers, follow the touch screen interface by inputting your access code. Once this is done, your locker should open revealing your delivered package. If any issues occur with this process contact Luxer One customer support at 415-390-0123 while you are at the lockers or contact your property management team for assistance.

What do I do if I am not getting notifications?

Check your spam folder to see if the notifications are being marked as spam. If this is not the case, please confirm that your email address and/or phone number is correct on your Luxer One account. After these have been confirmed and you are still having issues please contact Luxer One at 415-390-0123

What if my access code didn’t work?

If your code does not work please go speak with your property management team to help open the locker or contact Luxer One customer support for assistance at 415-390-0123 while at the system.

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 do I contact at Luxer One if I have a problem?

If you run into a problem delivering, please speak with a property staff member and they will contact Luxer One for assistance with the issue.

What do I do if I do not have a delivery code?

Ask property staff for the access code associated with your carrier company. Add this code to your file for the property in order to make deliveries in the future

What if a signature is required on a package?

You should check with the on-site property management. Some properties will sign for the resident, while some will instruct you to take the package to the unit for the resident.

How do I make a delivery to the lockers?

Access the touch screen interface, enter your carrier access code, and look up the last name or unit number associated with the package. Then the system will prompt you to scan the package label, and select the size of the package. A locker will then open, and you can place the package into the opened locker.

What if I cannot find the resident in the locker registry?

Assign the package to the “House Account”. Notify the property staff regarding the missing resident so they can add the resident to the system.

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.

How do I access my system’s reporting?

Log into your Luxer One Manager account. Click on “Reports”. You should now be able to see all reports associated with your system. If you run into any issues please contact your dedicated Luxer One Account Manager.

Does each roommate need their own account?

Depending on your property’s policies, you may want each resident to have a separate account. Please speak with your dedicated Luxer One Account Manager if you have any questions.

Is a credit card required for all registered users?

No. Depending on the your policies for signup and use fees, you can choose to have a credit card required or not. Please speak with your dedicated Luxer One Account Manager if you have any questions.

What happens if a resident goes out of town on vacation?

If the option is enabled, residents will have the ability to set a vacation on the account and any packages that are delivered during the vacation hold period will be held in the locker or room. The residents will receive the initial delivery notification but will not receive reminders to pick up the package till the hold expires. Any fees will not apply during the hold period. If the resident does not set a vacation hold, they still have the option to place a hold on an individual package and the same applies.

Who should have an account?

All residents that wish to use the Luxer system should have an account set up, including the property manager. The property manager needs their account to help oversee their system and assist residents when needed.

How does Luxer One work?

Carriers deliver packages to the Luxer One system, assign the delivery to the resident associated with the delivery, and then the resident receives a notification with an access code to pick up their package. The resident enters the access code and retrieves their package.



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