NEED SUPPORT? WE ARE HERE TO HELP

 The manager in charge of the parcel locker may have made a typo when entering the email address or telephone number of one of the residents. Please notify us by creating a ticket so we can correct the situation. 

To open a support ticket, please see below .

 The fans in the Parcel One locker may be saturated or blocked. Please create a Ticket describing the problem and entering the locker address and we will send a technician to correct the situation.

To open a support ticket, please see below. 

 The solution is very simple. When a delivery person has a package for you, he or she goes to the Parcel One locker, activates the "Drop a package" button, chooses the recipient, selects the door size to reserve and a door opens automatically. Once delivery is complete, you will then automatically receive a withdrawal code by email or text message containing a 6-digit withdrawal code.

You must then go to the Parcel One locker, enter the withdrawal code on the left side of the screen (using the numeric keypad), then press the “Go” button. The door will open automatically.

It's simple and very quick! If you have any issues, do not hesitate to open a  support request below.

Despite our agreements with delivery partners, some delivery drivers may be negligent. Two actions can improve this situation.

1. Make a complaint to the delivery company of the driver concerned, the latter will take action to remedy the situation.
2. Take photos of the delivery labels ("Shipping label") of the packages concerned and send them to us at " support@parcelone.ca " mentioning your address and the problem of packages left on the ground.

​Parcel One has partnerships with several major delivery companies. Thanks to the photos of the delivery labels, we will be able to follow up with the managers concerned and they will be able to ensure that the situation is corrected.

Your building manager has management access to the building's Parcel One locker. The latter ensures that the list of members is up to date and that packages that have been there for too long are removed from the locker. 

If you are not one of the members on the membership list, please contact your manager and they will be happy to add you.

Parcel One  takes care of technical support 7 days a week and preventive maintenance of the installation.

When you order an item online, be sure to include a note that instructs the delivery person to use the locker, for example: "Please drop this package off at the Parcel One locker in my building." This is a mandatory requirement for deliveries by Amazon and it is also a very good habit to ensure good cooperation from the delivery people. 

Everyone has access to the parcel drop-off function. However, Canada Post normally uses its own parcel lockers. You can obviously strongly recommend to all your delivery people to use them and you risk having their participation. 

To be removed from the list of members, you must make a request to the manager of the building where the locker is located. Only this person has access to add, modify and delete members. 

Your contact details may not be saved in the Parcel One platform. This may be because your manager failed to add you as a member of the locker.

To rectify the situation, please contact your building manager so that they can ensure that your information is added and up to date in their resident management platform or in the Parcel One platform.

Your contact details may not be up to date in the Parcel One platform. 

To rectify the situation, please contact your building manager so that they can update your information in their resident management platform or in the Parcel One platform.

If you wish to add the contact information of an occupant other than yourself to the list of members of your building's Parcel One locker, you must contact your building manager and request this. The latter will make the addition itself. 

You've been an Parcel One subscriber for some time and have already received notifications from us for your package pickups. Unfortunately, this time you received a delivery confirmation from a carrier, but no notification from us.

Here are some elements to validate before contacting us:

1. Take the time to carefully read the delivery notification received from the delivery company to confirm that the delivery is completed and not just in progress.
2. Take a look in your email box and check that our email has not ended up in your “Junk Emails/Spam”.
3. If you live with another person, confirm with them if they have not received a code or if they have not picked up a package recently. 

If these avenues do not resolve your problem, we encourage you to contact us by opening a support request below. 

Different reasons can explain this:

1. Were you really expecting a package today? If this is not the case, it may be misuse by a delivery person or one of the residents who opened a door to your unit number by mistake. If you were actually waiting for something, skip to the second point.
2. Did you receive two collection notifications within a few seconds? Take the time to check your emails or SMS to confirm if two codes have been sent to you within a very short period of time. It may be that a delivery person attempted to make a deposit in your name and the door in question did not open properly or the space was too small for the package. When this happens, the delivery person will normally make a second attempt to deposit in your name. You therefore receive two withdrawal codes, but only one package is in one of the two spaces and the second is empty.
3. It may be that the parcel to be delivered did not fit into the available box, the delivery person may therefore have attempted more than one drop-off or simply left the parcel on the ground, check around you if ever a parcel in your name appears. found there.

If these avenues do not resolve your problem, we encourage you to contact us by opening a support request below.

This implies that the locker is having internet connection issues. This is usually fixed within a few minutes. Come back in an hour and you have an excellent chance that the problem will be resolved. If this is not the case, please notify us by calling us or by creating a support request below. 

Two problems can explain this situation.

1. There may have been a power outage in the building or only on the wall where the Parcel One locker is connected. If this is the case, please inform your building manager so that they can resolve the problem.
2. An electronic problem may be the cause. Please contact us by creating a support request and we can resolve this issue remotely.

You entered your 6-digit code sent by Parcel One and it was valid. So you heard a “Click”, but no door opened. This situation can happen if the package sent to you blocks the opening of the door or if the lock has a problem. 

You can immediately contact our technical support by telephone at:  888-698-0663 , you will need to specify the following information:

1. Your first and last name
2. Your email address
3. Your residential address
4. The telephone/cell number where we can contact you
5. The withdrawal code you tried to use
6. The reason for your message (e.g.: "I entered my withdrawal code, but the box did not open.")

A Parcel One manager will assist you. It will first try to give you a new withdrawal code, then, if that is not enough, it will try to force the opening of the box remotely.

You have received a withdrawal code, but when you try to enter your code on the touch screen and press "Go", an "Invalid Code" appears on the screen. Several causes can explain this situation, here they are:

1. Confirm that the code received was sent by Parcel One. You should be able to read the word 'Parcel One' somewhere in the message.
2. Confirm that the code received is indeed a 6-digit code. If this code is not 6 digits, it was not sent by our system. This may be a tracking code from a delivery company or other delivery partner. No package is therefore in the Parcel One locker for you.
3. Can you confirm that this code was not used earlier by another member of your residence who would also receive pick-up notifications? Maybe someone was quicker than you with the removal.
4. Can you confirm the date of the pickup notification you received? Perhaps this is an old notification for which you have already collected your package and you may have another notification from us in the same message chain.
5. Would you have used your collection code earlier, without collecting your package, in order to come back later to pick it up at a better time? If this is the case, you must contact our technical support to receive a new withdrawal code from us specifying the information requested below.
6. If none of the cases illustrated here apply to you, please contact us.

To contact us, please open a support request below.