Locker Service Help (Resident)

Overview

The Locker Service allows residents to store personal items, luggage, or packages in secure, climate-controlled lockers within your building. Choose between different locker sizes and payment plans that match your needs.

Key features:

  • Reserve lockers for daily, weekly, or long-term storage
  • Multiple size options (Small, Medium, Large)
  • Flexible payment plans (daily rate, monthly subscription, or hybrid)
  • PIN-based access via smart locks
  • Real-time availability tracking

Getting Started

1. Check the Locker Tab

After logging into the Resident app, look for the Locker tab at the bottom of your screen.

Click Locker to view available lockers and reserve one.

2. View Available Lockers

The locker list shows all available lockers for your building.

Column Description
Size Locker size (S, M, L)
Availability Whether the locker is available now
Location Physical location in the building
Price (Daily Rate) Cost per day for this locker size
Actions Reserve button
  • Size Filter — Click a size tab (S / M / L) to see only lockers of that size
  • Availability Filter — Toggle "Available Only" to hide lockers that are currently occupied
  • Location Search — Search for lockers near a specific floor or area (if available in your building)

How to Reserve a Locker

Step 1: Select a Locker

  1. Browse the available lockers and click Reserve on the locker card you want
  2. A reservation form opens

Step 2: Choose Your Payment Plan

The building offers different payment plans. Select the plan that works best for you.

Plan Type Description Best For
Daily Rate Pay per day (no minimum) Short-term storage (days/weeks)
Monthly Subscription Pay a fixed monthly fee Long-term storage (months)
Hybrid Monthly subscription + extra days at daily rate Long-term with occasional overflow

Step 3: Set Your Dates

  1. Start Date — Select the date you want to begin using the locker
  2. End Date — Select when you plan to remove your items
  3. Price Preview — The total cost is calculated automatically based on your selected plan

Step 4: Review and Confirm

  1. Review your selection:
    • Locker size and location
    • Selected payment plan
    • Dates and total cost
  2. Tap Reserve & Pay

Step 5: Payment

  1. Enter your payment information (credit card, debit card, etc.)
  2. Complete the Stripe payment form
  3. After successful payment, your reservation is confirmed

After Your Reservation

Receiving Your Access Code

After successful payment, your PIN code is displayed on the confirmation screen.

  • PIN Code — A numeric code to unlock your locker
  • Expiry Date — The date your access expires
  • Location — Exact locker location and number

Important: Write down your PIN code or take a screenshot. You will need it to unlock the locker.

Accessing Your Locker

  1. Navigate to the physical locker location
  2. Enter your PIN code on the keypad
  3. The lock opens
  4. Store or retrieve your items
  5. Close the locker door securely

The PIN code expires at the end of your rental period. After that date, you will not be able to unlock the locker.

Understanding Your Charges

Daily Rate Plan

Total Cost = Daily Rate × Number of Rental Days

Example:

  • Locker size: Medium
  • Daily rate: $5/day
  • Rental period: July 1–7 (7 days)
  • Total cost: $5 × 7 = $35

Monthly Subscription Plan

Cost = Monthly Rate (fixed)

Example:

  • Locker size: Large
  • Monthly rate: $40/month
  • Rental period: July 1–August 31 (2 months)
  • Total cost: $40 × 2 = $80

Hybrid Plan

Total Cost = Monthly Rate × Months + Daily Rate × Extra Days

Example:

  • Locker size: Medium
  • Monthly rate: $30/month
  • Daily rate: $3/day (for extra days)
  • Rental period: July 1–August 15 (1 month + 15 days)
  • Total cost: $30 × 1 + $3 × 15 = $30 + $45 = $75

Managing Your Reservation

View Your Active Reservations

Tap the Locker tab to see your current and upcoming reservations.

Status Meaning
Active Your locker is currently rented and accessible
Confirmed You have a reservation but the rental period has not yet started
Expired Your rental period has ended and the locker is no longer accessible

Extend Your Rental

  1. Click on your active reservation
  2. Tap Extend Rental
  3. Select a new end date
  4. Review the additional cost
  5. Complete payment

Cancel Your Reservation

  1. Click on your reservation (must be in "Confirmed" status)
  2. Tap Cancel Reservation
  3. Confirm the cancellation in the dialog
  4. Follow the refund instructions (if applicable)

Cancellation Policy: Cancellations made at least 48 hours before the rental start date are eligible for a full refund. Cancellations made within 48 hours of the start date may be subject to a cancellation fee. Check your building's specific policy.

Troubleshooting

PIN Code Not Working

Problem: I entered my PIN code but the locker did not unlock.

Solution:

  • Verify you are using the correct PIN code (check your confirmation email or app)
  • Confirm the locker number matches the one in your reservation
  • Ensure your rental period is still active (PIN expires at the end of your rental period)
  • Try entering the PIN again more slowly
  • If the locker has a light indicator, check if it shows an error status
  • Contact the building management if the problem persists

My Access Has Expired

Problem: My rental period ended but I still have items in the locker.

Solution:

  1. Log into the Resident app and tap Locker
  2. Click on your expired reservation
  3. Tap Emergency Access (or contact building management immediately)
  4. Your reservation can be extended for emergency access (additional charges may apply)
  5. Retrieve your items as soon as possible

Important: Do not leave items in an expired locker for extended periods. Building management may remove items from expired lockers after 7 days.

Cannot Pay / Payment Failed

Problem: The payment form is showing an error or my payment was declined.

Solution:

  • Verify your card details are entered correctly (card number, expiry date, CVV)
  • Check that your card is not expired
  • Try a different payment method
  • Contact your bank to ensure your card is not being blocked by fraud protection
  • If the issue persists, contact building management for payment assistance

Locker No Longer Available

Problem: The locker I wanted is no longer available when I tried to reserve it.

Solution:

  • Another resident may have just reserved it. Try selecting a different locker from the available options
  • Check the size filter — you may have accidentally filtered by a different size
  • If you cannot find a locker at your preferred time, try extending your search to nearby dates

Can't See the Locker Tab

Problem: The Locker tab is not showing at the bottom of the screen.

Solution:

  • The locker service may not yet be active in your building. Contact the property manager
  • Try refreshing the app (pull down to refresh on mobile, or press F5 on desktop)
  • Log out and log back in
  • Update the app to the latest version (check your app store)

FAQ

Q: What items can I store in a locker?

A: You can store most personal items such as luggage, sports equipment, seasonal clothing, documents, and small furniture. Do not store perishable foods, hazardous materials, firearms, or anything prohibited by your building's policy. Check your building's locker policy for specifics.

Q: Can I change my payment plan after reserving?

A: No, the plan is fixed at the time of reservation. To change plans, cancel your current reservation and create a new one with the desired plan.

Q: What happens if I forget my PIN code?

A: Check your confirmation email or the Resident app — your PIN is displayed there. If you still cannot find it, tap "Reset PIN" in your reservation details. You will receive a new code via email within a few minutes.

Q: Can I give my PIN code to another person?

A: Yes, you can share your PIN code with family members, friends, or roommates. The locker is accessed only with the PIN code; there is no occupancy limit.

Q: How long is the locker rental valid?

A: The rental period is from your start date to your end date. The PIN code expires at midnight on your end date. After that, you will not be able to unlock the locker unless you extend your rental.

Q: Can I get a refund if I cancel?

A: Refund eligibility depends on when you cancel. Cancellations made at least 48 hours before the rental start date qualify for a full refund. Cancellations made within 48 hours of the start date may incur a cancellation fee. See your building's cancellation policy for details.

Q: What is the difference between locker sizes?

A: Small lockers are suitable for small items or documents. Medium lockers fit suitcases and bulky items. Large lockers accommodate multiple suitcases or large furniture. Your building manager can provide specific dimensions.

Q: Can I rent multiple lockers?

A: Yes. You can create separate reservations for additional lockers by repeating the reservation process.

Q: Is there a maximum rental period?

A: This depends on your building's policy. Some buildings allow long-term rentals (months or years), while others have a maximum of 3 months. Check with the property manager for your building's limits.

Q: What happens if the locker is damaged?

A: Contact the building management immediately. They will assess the damage and determine responsibility. You may be charged a repair or replacement fee depending on the cause.

Q: Can I reserve a locker for someone else?

A: Generally, reservations must be made by the resident's account. If you need to reserve a locker for a guest or family member visiting from out of town, ask the building management for assistance.

Last updated: 2026-04-02