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.

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.

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

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.

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.

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.

<span style="font-weight: 400;">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.</span>

<span style="font-weight: 400;">Go to</span><a href="https://app.luxerone.com/login"> <span style="font-weight: 400;">https://app.luxerone.com/login</span></a><span style="font-weight: 400;"> 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.</span>

<span style="font-weight: 400;">After registering, you will be able to select your property that offers the Luxer One system to their residents.</span>

<span style="font-weight: 400;">Call 415-390-0123 or email us at</span><a href="https://www.luxerone.com/support/mail.support@luxerone.com"><span style="font-weight: 400;"> support@luxerone.com</span></a>

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.

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. 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.

<span style="font-weight: 400;">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.</span>

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

<span style="font-weight: 400;">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 <a href="https://app.luxerone.com/login" target="_blank" rel="noopener">https://app.luxerone.com/login</a> and go to the “Settings” tab.</span>

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.

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

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.

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.

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.

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 Support Representative.

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

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 Support Representative if you have any questions.

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.

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.

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.

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

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.

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.

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.

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.

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