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FREQUENTLY ASKED QUESTIONS

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How do I receive packages to a locker?

You shop online or receive packages as you always would,entering your shipping address just like normal. It´s important to add your VIVI-ID found in your account dashboard. You will receive a text message or email alerting you that your package is ready to pick up with the access code provided.

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 or scanning your QR code sent to your e-mail. Once this is done, your locker should open revealing your delivered package. If any issues occur with this process contact VIVIPOST customer support at (888)888-8888.

How do I sign up to use VIVIPOST lockers?

If VIVIPOST Lockers are available in your building, you may use the locker code found on each physical locker and create a user account to use that specific locker.

Does it cost to use VIVIPOST lockers?

Fees for locker use are determined by each location and application. Once you register for the service, you can view any applicable charges in your VIVIPOST dashboard. You will also be alerted to any fees associated with using the VIVIPOST system when delivered to certain lockers.

Is a credit card required for all registered users?

Credit cards are not required for use at all locations. Some locker locations charge a fee per use, you will need to add a card on file in your Account Profile.

Who should sign up?

Anyone who intends to receive package deliveries at a property that utilizes VIVIPOST should sign up for an account. If your name is not in the system or VIVI-ID is not entered, it’s possible that some couriers will have difficulty delivering packages and may return the package back to to their hub.

Who should sign up?

The amount of time you have to pick up your package varies, and is determined by the location. For specifics to each locker, please login to your dashboard.

What if I did not enter a VIVI-ID when adding shipping details

It is important verification and security step for you to add the VIVI-ID to your name when delivering a package. It is possible that the courier returns the package or tries to contact you for delivery.

What will happen to my package if I haven't signed up?

If you are not in the VIVIPOST system your package will be treated as it would without a locker system and not the responsibility of VIVIPOST. a)

  1. delivery notice card may be left by the carrier
  2. Your package may be left in lobby or at your door
  3. Your package may be left with security, a neighbour or concierge
  4. Your package may be returned to sender
How do you handle oversized packages?

If you package does not fit in any of the compartment sizes, your package will be treated as it would without a locker system and not the responsibility of VIVIPOST.

What happens if I cannot pick up my package promptly

If your package will be left in the locker for a period where you will incur storage fees, you can:

Provide the access code to someone and have them pick up the package for you.
Give us a call at 888-888-8888 or send us a message at soporte@vivipost.com and we can set your account onto Vacation Mode for you.

What do I do if the locker doesn’t open, and I hear a clicking sound?

Confirm that the locker that opened is the correct locker assigned to your package. After confirming, you can contact VIVIPOST at (888)888-8888.

What are the size limits for my packages?

The VIVIPOST Box has a variety of compartment types:

  • Small: 12 cm x 36 cm x 54 cm
  • Medium: 26 cm x 36 cm x 54 cm
  • Large: 54 cm x 36 cm x 54 cm
  • XL: 68 cm x 36 cm x 54 cm
What do I do if I am not getting notifications?

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 VIVIPOST account. After these have been confirmed and you are still having issues please contact VIVIPOST at (888)888-8888.

How do I close my account?

Call or email us to close your account.

My parcel was delivered according to the web shop, but I didn’t get a notification from VIVIPOST. What should I do now?

Most of the time, the problem lies with the web shop or courier service and not VIVIPOST. Therefore, contact the web shop first and ask for the proof of delivery. The courier will receive this automatically when delivering your parcel to the VIVIPOST Box. This digital proof can give you information about where your parcel is at the moment.

I don't have access to the e-mail address or phone number I used to register. What should I do now?

Please contact our Customer Support center to have your account deleted. Then you can easily re-register with your new email address or phone number.

How do I close my account?

Call or email us to close your account.

What should I do if I can’t get into my locker?

If the lockers are not responding, your building’s internet connection may be down. Please alert your building administration who can check the internet connection. If you continue to experience technical difficulties despite an internet connection, please contact VIVIPOSTand one of our representatives will follow up shortly.

Can someone else pick up my package for me?

Yes, you can add additional users to each locker in your dashboard or you can give someone the access code or QR.

What if the wrong package has been delivered?

If you have opened the compartment using the PIN provided and the package inside is not addressed to you, then the carrier has made a mistake. Please give the package to your Building Administration or contact VIVIPOST Customer Support.

What if the courier delivers my parcel to someone else by mistake?

It can happen that the courier enters the wrong information and delivers the parcel to someone else by mistake. Please contact VIVIPOST Customer Support as soon as possible, who will be happy to assist you.

What if I entered the wrong shipping address during my online order?

You can contact the webshop and then the courier service transporting your parcel. If they can’t do anything about it, the parcel will be delivered at the address you entered.

What if my package is damaged?

VIVIPOST lockers do not damage packages. Any damage to your package has either been sustained during transit or may have occurred at the point of origin. If your package has been damaged, please contact the carrier service and/or the retailer.

I closed the door before collecting my package

Press the Re-open door button that appears on the scren, if it is too late, please contact VIVIPOST Customer Support to either open the door remotely or manually.

What if the locker has an incident of vandalism or theft?

If there has been an incident of vandalism or theft, please see your building administration. VIVIPOST lockers are equipped with video surveillance 24 hours a day. Your property manager will be able to access the surveillance footage and take the appropriate next steps. VIVIPOST is not liable for theft or vandalism or delivery damages.

What if I accidentally deleted my access code notifications?

There are two things you can do if you delete your access code notification:

Log in to your account and look at your “Packages” page:, or You can also contact VIVIPOST at soporte@vivipost.com or (888) 888-8888, and we can provide you with the access code.

What is there is a system error/server connection error

Notify your building adminstration or contact VIVIPOST at 888-888-8888.

What if I received any invalid code when i try and get my package

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. and match it with the physical locker code found on top of the touchscreen.

  • Press the “Parcel Pickup” Button.
  • Enter your 6-digit access code.
  • If you are still receiving an Invalid Code error, make sure this is not an old code that was already used to retrieve another package.
  • If none of these troubleshooting tips are successful, give us a call at 888-888-8888.