What is Parcel Pending and How Does it Work?

Package Management Solutions for Multifamily, Retail, Office, and Universities. Delivering Peace of Mind with our Electronic Smart Lockers and 100% Always On Customer Service

1. Set-up
Who should sign up?
Anyone who receives packages should register.
You can have up to 10 people, like roommates,
registered per account or everyone can have their
own account.
Why do I need to provide credit card
information?
A valid credit card is required at registration to cover
any registration or storage fees that may occur while
you use the locker. Your credit card information is
securely stored by a third-party credit card
processing company and the process is PCI
compliant. Parcel Pending does not store your credit
card information.
Does everyone who registers need to
provide credit card information?
Every account must have a current credit card on file.
There could be multiple accounts associated to a
single apartment (e.g. roommates.) However, if there
are multiple people on a single account, there only
needs to be one credit card on file.
How do I know my credit card
information is secure?
Parcel Pending utilizes an independent provider
of data security services, Authorize.net, to process
credit card transactions. Parcel Pending does not
process nor retain your credit card data. The process
used to capture and store your credit card data is
PCI compliant.
Does it cost to use Parcel Pending?
We do not charge a “cost per package;” however,
each property has their own setup and storage fees
(if you exceed the normal pick-up duration.) You can
view these fees on your account portal at:
https://my.parcelpending.com/user/login.
How do I close my account?
Log on to your account at: https://my.parcelpending.
com/user/login and select the option to close your
account. Please note that by closing your account
you may not be able to receive all of the packages
that are sent to you, and you may need to make
arrangements with another delivery service in order
to receive packages.
Frequently Asked Questions
RESIDENTS
Parcel Pending removes the stress of package delivery.

2. Shipping
How long do I have to pick up my
package?
The period of time that you have before a storage
fee is charged, or before a package is removed from
the locker and returned to sender, is set by and
varies with each community. Please review “Terms
and Storage Fees” on your account portal for
specific information: https://my.parcelpending.com/
user/login.
To what address should I ship my
packages?
Your mailing address does not change when you use
the Parcel Pending lockers.
Picking Up Your
Packages
How do I pick up my package?
You will receive a text or email notification with
a unique access code when you have a package
delivered. There are 4 simple steps to pick up your
package:
1. Go to the lockers that contain your property’s
packages.
2. Press the orange “Parcel Pickup” button located
on the locker kiosk.
3. Enter your unique 6-digit access code found on
your text or email notification.
4. Retrieve your package from the locker that
opens.
What if I accidentally deleted my access
code notification?
There are two things you can do if you delete your
access code notification:
1. Log in to your account and look at your “Parcel
History” page: https://my.parcelpending.com/
user/login, or:
2. You can also contact Parcel Pending at info@
parcelpending.com or [phone], and we
can provide you with the access code.
What if my parcel is too large to fit in a
locker?
You will still receive a delivery notification text or
email and be instructed to retrieve your package
from your property’s management office or at the
local courier hub, depending on your community’s
policies.
What if I cannot reach the tallest lockers?
You can change your locker preferences on your
account at: https://my.parcelpending.com/user/
login and select that your packages be delivered
to lockers below 4 feet. Your courier will be notified
of this preference and the system will automatically
select these lockers for your packages.
What if my parcel contains perishable
items?
Your property may or may not have refrigerated
lockers. If it does, and your package indicates that it
contains perishables, your package will be delivered
to a refrigerated locker. If your property does not
have refrigerated lockers you may need to pick up
your package as soon as you receive the delivery
notification.

Frequently Asked Questions
– Page 2 –parcelpending.com

3. What do I do if the locker won’t open and
I hear a clicking sound?
Generally this means that your package is too large
for the locker. If this happens you should call us at
[phone] when you are near the lockers and we
can open them remotely, or you can go to the
property’s management office and they can
manually open it with a key.
What do I need to do if I go on vacation?
1. Login into your MyParcelPending.com account
at: https://my.parcelpending.com/user/login.
2. Click on the “Vacation” tab.
3. Select “Vacation” and press “Enter.”
4. Enter the dates you’ll be gone. You will have
until 11:59 pm the day after you’re set to return
home to retrieve your package before any
storage fees begin to accrue.
What happens if I cannot pick up my
package promptly?
If your package will be left in the locker for a period
long enough to incur storage fees, you can do three
things:
1. Provide the access code to someone and have
them pick up the package for you.
2. Log on to your account and set your account to
Vacation mode (see question above.)
3. Give us a call at [phone] and we can set
your account onto Vacation Mode for you.
What happens if a delivery is attempted
and I’m not signed up?
You will need to check with your property’s
management, as every property and courier service
has different procedures for this situation. 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. Make sure you sign up as soon
as you can so you can easily receive your packages.
Troubleshooting
I am not getting notifications.
Log in to your account at https://my.parcelpending.
com/user/login and confirm:
1. That you have an active account set up or the
primary resident on the account has registered
you on the account.
2. That your email address, telephone number and
cellular/mobile phone number is correct.
If the information is correct, and you’re still not
receiving notifications, please contact Parcel
Pending at [email protected] or
[phone].
I received an “Invalid Code” message
when I tried to retrieve my package.
1. Press the BACK button to get to the Start Screen
(If your property has multiple kiosks, please
make sure you’re at the correct kiosk, this will be
found in your notification, e.g. Kiosk A, Kiosk B,
etc.).
2. Press the “Parcel Pickup” button.
3. Enter your 6-digit access code.
4. If you are still receiving an Invalid Code error,
make sure this is not an old code that was
already used to retrieve a package.
5. If none of these troubleshooting tips are
successful, give us a call at [phone].
“System Error/Server Connection Error”
Notify your apartment community management
team or contact Parcel Pending at [phone].
The locker is empty.
1. Check to see if your package was delivered
directly to your apartment.
2. Check your mailbox.
Frequently Asked Questions
– Page 3 –parcelpending.com

4. 3. If you received 2 codes, check that your package
is not in one of those lockers. Sometimes a
courier selects a locker that is too small for your
package and then places your package in a
larger locker. You will get 2 notifications if that
happens.
4. Contact Parcel Pending at [phone] and
we’ll research your situation.
The door closed before I could retrieve
my package.
Contact us at Parcel Pending at 855-316-4756 or
email us at [email protected]. We can reset
the code so you are able to retrieve the package
from the locker.
Changing Your Account
Settings
What do I do if my roommate moves out?
You can make any adjustments to your account via
https://my.parcelpending.com/user/login.
1. Click on the “Manage Occupants” tab
2. Click on the name of the occupant moving out.
3. Locate “Moved Out?” toward the bottom of
the screen and move the button to YES, then
click “Save.”
How do I update my credit card
information?
1. Log on to https://my.parcelpending.com/user/
login.
2. Under “Manage Payments,” click on “Add
Credit/Debit Card,” and enter information into
all required fields. Once finished, click “Save.”
3. Then, under “Manage Payments,” choose
“Make Primary” under the credit/debit card you
want as your primary credit/debit card.
How do I change my apartment number?
1. Sign into your account at
https://my.parcelpending.com/user/login.
2. Click “Edit Profile.”
3. Scroll down to “Change Address” and add the
information required.
What if I move to a different apartment
within the same community?
If your new apartment community is already using
the Parcel Pending locker system, all you’ll need to
do is:
1. Log into your www.ParcelPending.com account.
2. Select the “Moving to a New Property” tab.
3. Complete the required information.
4. If there is a registration fee at your property,
your card on file will be charged. All new terms
and conditions for your new property will be
available on this screen.
What if I move to another apartment
community?
1. Log into your http://www.ParcelPending.com
account.
2. Select the “Moving Out” tab.
3. Click on the words “Move Out.”
4. A pop-up window will appear where you can
enter your move-out date.
5. Enter date, then click “Save” toward the
bottom of the page and you’ll be moved out on
that date.
Discover more about secure package
delivery at ParcelPending.com

Frequently Asked Questions
– Page 4 –parcelpending.com

5. Let Parcel Pending solve
your package management challenges.
How does Parcel Pending work?
1. Residents can shop anywhere online and
provide their home address and unit number for
shipping.
2. The courier delivers the package into the Parcel
Pending Electronic Locker System.
3. The resident is instantly notified via email
and/or text message of the delivery, and is given
a unique access code.
4. The resident enters their access code into the
locker to retrieve their package.
Who in my apartment should sign up?
To ensure no interruptions or delays in deliveries, all
residents should sign up.
What happens if a resident goes on
vacation?
A resident can simply login to
https://my.parcelpending.com/user/login and select
“Vacation Mode.”
Does everyone need to provide a credit
card?
Only one credit card is required per account.
Multiple occupants can be added to one account
during the sign-up process. Note, the primary resi-
dent on the account is subject to incurring fees for
occupant-related charges.
What if a resident has a roommate that
they don’t want on their account?
Multiple accounts can be created per apartment
number. In this situation, each roommate would
create their own account.
How do I access my locker usage reports?
Log in to your account at https://my.parcelpending.
com/user/login and click on the “Reports” tab.

Is resident credit card information secure?
Parcel Pending is dedicated to ensuring the security
of resident credit card information. We are partnered
with Authorize.net (a Visa Corp. company) as our
credit card processor, as they are one of the best in
the industry and support some of the largest online
websites. Authorize.net is committed to safeguard-
ing customer information and combatting fraud,
and adheres to both strict internal security policies
and industry security initiatives. Authorize.net utilizes
industry-leading technologies and protocols, such as
128-bit Secure Sockets Layer (SSL), and is compliant
with government security initiatives. Parcel Pending
does not store residents’ credit card information.
Frequently Asked Questions
PROPERTY MANAGERS

6. Parcel Pending makes package delivery
easier for couriers.
How do I find the onsite lockers?
If you are visiting the property for the first time, or
if lockers were recently installed, check with the
property management staff to locate the lockers.
How do I access the lockers?
There are four simple steps to access the electronic
lockers:
1. Enter your courier code on the main locker kiosk.
2. Select the resident from the list.
3. Select the appropriate locker size and type from
the options provided.
4. Place the package in the locker and close the
door.
How do I obtain an access code?
Access codes will be provided by the property
management team via a courier guide, or you can
call Parcel Pending at [phone].
What if I need a signature on a package?
The property management team will have the
option to sign if they so choose, or you can attempt
delivery at the resident’s door to acquire the
signature.
What if I cannot find a resident from the
list provided on the kiosk?
Each property may have a different policy. Take the
package to the office and ask about their specific
policy (e.g. drop the package off at the office, drop
the package off at the doorstep of the resident, or
take the package to the local hub for pick-up.)
Frequently Asked Questions
COURIERS
What do I do if the lockers are full?
If the lockers are full, overflow would go to the
property management team at the office or should
be taken back to the local courier hub for pick-up.
Who do I contact at Parcel Pending if I
have any other questions?
Please contact our Account Management/Courier
Team at [phone] and we can answer questions
on how to use the locker system and/or assist with
providing a code if necessary.