Locker Service Help
Overview
The Locker tab in your Resident app shows packages that have been deposited into the building's smart locker on your behalf. When a delivery person places a parcel in the locker, you receive a notification. Open the Locker tab to find your pickup credentials and confirm collection.
Key benefits:
- No missed deliveries — packages are held securely until you collect them
- PIN code and QR code displayed directly in the app for easy access
- Flexible billing plans to fit your usage
- Track your monthly usage and accrued storage fees at a glance
UnlockPass
Logging in to the Resident app (which hosts the Locker tab) uses UnlockPass — a shared email-verification identity across all UnlockOS facilities. You may see:
| Where | What you see |
|---|---|
| Login screen | "UnlockPass" pill logo above the email input |
| Right after OTP verification | A soft teal toast: "Authenticated with UnlockPass" (shown for 3 seconds) |
| My Page — email row | An "UnlockPass verified" tooltip |
Once your email is verified at any UnlockOS property, you are recognized automatically at others — no re-entry of details needed. No special sign-up is required.
Getting a Package
How it works
- A delivery person brings your parcel to the building's smart locker
- The locker system records the deposit and assigns a box to your room
- You receive a push notification that a parcel is waiting
- Open the Locker tab in the app to see the pending pickup
Pending Pickups section
All packages currently held in the locker appear in the Pending Pickups section. Each card shows:
| Field | Description |
|---|---|
| Box number | The physical box where your parcel is stored |
| Size | The size of the locker box (e.g. S, M, L) |
| Time deposited | How long ago the parcel was placed in the locker |
| Days stored | Number of days the parcel has been in the box |
| Status badge | Free (no payment required) or Payment pending |
Picking Up a Package
Free pickup
If the status badge shows Free, your PIN code and QR code are displayed immediately. No action is needed before pickup.
- Tap the Locker tab
- Find the box number shown on your parcel card
- Use the PIN code or scan the QR code at the locker panel to open the box
- Retrieve your parcel
- Tap the Pickup Complete button in the app to confirm collection
Tapping Pickup Complete closes the assignment and removes the card from your pending list. Always do this after collecting your parcel.
Billable pickup
If the status badge shows Payment pending, a storage fee has accrued for this parcel. The PIN and QR code are hidden until payment is completed.
- Review the amount displayed on the card
- Tap the Pay button
- Payment is processed using the card linked to your subscription
- Once payment succeeds, the PIN code and QR code are revealed
- Proceed to the locker and collect your parcel as described above
- Tap Pickup Complete
If you do not have a payment method on file, link a card first under Subscription Settings at the bottom of the Locker tab.
Copying the PIN code
Tap the Copy PIN button next to the PIN display to copy the code to your clipboard. This is useful if you want to pass the code to a family member collecting the parcel on your behalf.
Billing and Charges
Free allowance
The Usage & Charges section shows your current billing status for the month:
| Item | Description |
|---|---|
| Monthly Usage | Number of pickups used this month vs. your plan's free limit |
| Storage Charges | Any accrued storage fee for parcels still in the locker |
| Subscription | Whether you are on the Free Tier or a Paid Plan |
Billing plans
Your building manager can configure one of three billing plans:
Plan 1 — Storage days (storage_days)
A free period is included with each parcel deposit. If you do not pick up your parcel within the free days, a daily storage fee is charged for each additional day until pickup.
Example: 3 free days, then 100 JPY per day. A parcel held for 5 days incurs 2 days × 100 JPY = 200 JPY.
Plan 2 — Monthly usage count (usage_count)
A set number of free pickups are included each month. Once you exceed that limit, an overage fee is charged per additional pickup.
Example: 5 free pickups per month, then 200 JPY per additional pickup. Your 6th pickup in a month costs 200 JPY.
Plan 3 — Combined (both)
Both a storage-day fee and a monthly usage limit apply simultaneously.
Paying for a pickup
Payment is charged automatically to the card saved in your subscription settings when you tap the Pay button. If payment fails, check that your card details are up to date and try again.
Delinquent account (past due)
If a previous payment failed and your account is marked as past due, you will need to resolve the outstanding balance before new pickups can be unlocked. Tap Manage Payment Method to update your card and retry.
Subscription Management
The Subscription Settings section at the bottom of the Locker tab lets you manage your plan.
Upgrading to a paid plan
If your building offers a paid plan (for example, to get more monthly free pickups), a button labelled Upgrade to Paid Plan appears when you are on the free tier and a paid plan is available.
- Tap Upgrade to Paid Plan
- Follow the payment setup steps to link a card
Managing your payment method
When you are already on a paid plan, a Manage Payment Method button is shown. Tap it to update your saved card or view payment history.
Free tier
If no paid plan is available at your building, a label reading Free Tier is shown. No subscription management is needed.
FAQ
Why is my PIN not showing?
Your parcel has a storage fee that must be paid first. You will see a Payment pending badge and a Pay button. Complete payment to reveal the PIN.
Can I pick up packages stored at another building?
No. The Locker tab only shows parcels assigned to your registered room and building. Each building operates its locker service independently.
My PIN is not working at the locker panel
- Confirm you are entering the correct PIN (tap Copy PIN and paste or transcribe carefully)
- Check that your rental period has not expired by reviewing the days-stored count
- Make sure you are at the correct box number shown in the app
- If the problem persists, contact your building management for assistance
Can I share the PIN with someone else?
Yes. You can tap Copy PIN and send the code to a family member or roommate who will collect the parcel on your behalf.
I forgot to tap "Pickup Complete" after collecting my parcel
Contact your building management. An admin can close the assignment from the management console.
My payment failed
- Check that your card number, expiry date, and security code are correct in Manage Payment Method
- Verify with your bank that the card is not blocked for online transactions
- Try again after updating your card details
The Locker tab is not visible
The locker service may not yet be enabled at your building. Contact the property manager for information about availability.
Troubleshooting
Locker tab shows a loading error
Pull down to refresh the screen. If the error persists, log out and log back in. If it still fails, contact building management or support.
Pickup Complete button is not responding
Ensure you have a stable network connection. Tap the button once and wait a few seconds. If nothing happens, pull down to refresh and try again.
Payment button shows an error
Check your internet connection. If the error message says your account is past due, update your payment method first. Otherwise, try again after a short wait.
Notification received but no parcel appears in the app
The assignment may be loading. Pull down to refresh the Locker tab. If the parcel still does not appear after a few minutes, contact building management.
Related Pages
- Resident Delivery Service - General resident app features and delivery overview
- Locker Settings (Admin) - (For managers) Configure billing plans and the KEYVOX device
Last updated: 2026-04-19 - Added UnlockPass section