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CUSTOMER
SUPPORT

For anyone looking for a delivery/order, users needing to access their account,
or for general support on an existing Luxer One system.

FAQ

Read our FAQ’s >

EMAIL

support@luxerone.com

PHONE

(415) 390-0123





FAQS

 * All
 * resident/user
 * carriers
 * property managers

Edit Content
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 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 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.

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. 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’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?on Item


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

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.

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 Support Representative.

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 Support
Representative 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
Support Representative 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.

Edit Content
What is Droplocker?


Droplocker is an application that works with our smart locker solution. These
lockers are
secure, self-service storage units which allow you to drop off or pick up items
at your
convenience. They are ideal for services that have a bag restriction or events
that you don’t
want to carry your items around at.

How do I use Droplocker?

Download our app at www.Droplocker.io on any Andriod and iOS compatible device.
After creating an account, you can drop off your items in an available locker.
How secure are the Droplocker?


Each locker is secured with an electronic lock that opens only with a 

How do I create a Droplocker account?


You can create an account via the Droplocker app or website. You'll need to
provide your
name, mobile number, and payment details to get started.

How do I report a problem with a locker


If you encounter a problem with a locker, please contact our customer service
team
immediately via the app or website. Find location staff security. If no one is
available, contact
support@Droplocker.com

What are the sizes of the lockers?


Droplocker Smart Lockers come in different sizes to accommodate different needs.
You can
find small (W15”xH4.75”xD22”), medium(W15”xH9.75”xD22”), large
(W15”xH19.75”xD22”).

What if I leave my items in the locker past the rental period?


If items are left in the locker past the rental period, extra fees may apply.
Rental prices will
be added up once items are picked up.

How much does locker rentals cost?


Cost depends on the location. See app for more information.

Are there restrictions or prohibited items that can be placed in the locker?

Please see terms of use for a detailed list of prohibited or restricted items
that can be placed in the Droplocker.
Edit Content
What if I need a locker system for only a few days?

We can handle that! Contact us at sales@luxerone.com to learn more about rental
options.
What do I need in order to place lockers at my location?


All you need is the space. Droplocker requires no power or internet.

Do I need an employee to service the locker 24/7?


No, lockers are self service.

Will I be able to assist my customers if needed?


Yes, as a host you will always have the ability to assist your customers
on-site.

How much do they cost?


We have a variety of pricing options. Please contact a sales representative at
sales@luxerone.com to find the solution that works for your location.

Do these lockers require permanent installation?


No, they are bluetooth and battery powered. No need for hardline electrical or
internet. Theycan be installed as a free-standing locker system with anti-tip
plates for the front and back.Permanent installations are available if required
by local jurisdictions.

Edit Content
Can I use the iPad wearing gloves?


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

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 Support Representative.

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 Support
Representative 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
Support Representative 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.

Contact


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 * Products
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