Support

Welcome to the Luxer One Customer Support page!

Are you a resident, property manager, or courier who needs customer service? If so, please fill out the form below to open a support ticket. Or find answers to your questions in the FAQs.

Support Inquiry

FAQ’s

How do I create an account?

Go to https://app.luxerone.com/login and select the “Create an Account” option. You will be prompted for your name, email address, and mailing address. You can also choose to register using your Facebook account.

After registering, you will be able to select your property that offers the Luxer One system to their residents.

How do I close my account?

Call 415-390-0123 or email us at support@luxerone.com

Is there any cost to use Luxer One?

Fees for locker or room use and storage are determined by the property management, you will see any fees when signing up for your property online. Once you register for the service, you can view any applicable charges in your Luxer One account on the “Settings” tab. You will also be alerted to any fees associated with the Luxer One system at your location when you sign up for an account.

Is a credit card required?

Credit card requirements are determined by each property based upon their fee schedules. If your property requires a credit card to be on file, you will need to add it before receiving access codes for your deliveries. If your property requires a credit card, you will be able to add your credit card information to your account by logging in at https://app.luxerone.com/login and going to the “Billing” tab. Some properties have chosen to invoice their residents directly. If your property has chosen to invoice, you can see this in your account by logging into https://app.luxerone.com/login and viewing the “Billing” tab.

Who should sign up?

Anyone who is leasing a unit and intends to receive package deliveries at a property that utilizes a Luxer One product should sign up for an account. If your name is not on the lease please check with your property management for approval before creating an account.

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‚Äôs 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.

What if I move to another apartment community?

Log into your Luxer One account, go to your “Settings” and click “Add Location”. Type in your property’s address and unit number then click search. Click on your location and this will add you to your new community. If you run into any issues, please contact Luxer One customer support at 415-390-0123

What if I move to another apartment in the same community?

Log into your Luxer One account, go to your settings and click “Remove” to remove your previous unit. Then click “Add new apartment” and search for your new unit. Click “Add” and you now should be assigned to your new apartment. If you run into any issues please give Luxer One customer support a call at 415-390-0123

Can I change my apartment number?

Log into your Luxer One account, go to your settings and click “Remove” to remove your previous unit. Then click “Add new apartment” and search for your new unit. Click “Add” and you now should be assigned to your new apartment. If you run into any issues please give Luxer One customer support a call at 415-390-0123

How do I update my credit card information?

Log into your Luxer One account, go to your “Billing” tab at the top of the page, and click “Edit” next to your credit card information. Input your new card information and click “Save”. Your card information should now be added. If you run into any issues please give Luxer One customer support a call at 415-390-0123

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.

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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