If you’re being charged storage — or getting reminder emails — for a package you already have, the pickup almost certainly wasn’t recorded. Contact us and we’ll correct it. To stop it happening again: always enter your PIN at a terminal when you collect, every time.
Why It Happens
Storage keeps running until the system knows the package has left. Entering your 6-digit PIN at the RED, BLUE, or GREEN terminal is what records the pickup. If a package leaves the building without that step, it still looks like it’s waiting, so after the first 14 days the weekly storage renewal and reminders carry on.
The usual cause is an after-hours oversize pickup where the PIN step got skipped. Your PIN is what opens the small locker holding the Big Locker or Fitting Room key, and what records an Emergency Door pickup — so enter it at the terminal every time. Occasionally a counter pickup isn’t closed out on our side. Either way, it’s not something you did wrong, and it’s quick to fix.
How to Get It Corrected
Send us a message with:
- the tracking number (or the package from your packages page), and
- roughly when you picked it up.
We’ll mark it as picked up and correct the storage charged after that date.
How to Avoid It
- Enter your PIN on every pickup, even when the package is already within reach — after hours especially.
- Grab everything assigned to the PIN in one go; it stays valid for 10 minutes after first use. See how to pick up your packages.
- Watch for the pickup-confirmation email (it arrives within 5–10 minutes). No confirmation after a pickup (if you have pickup confirmations turned on)? Tell us the same day and we’ll record it.