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FAQs

Resident FAQs
Customer FAQs
Implementation FAQs

Resident FAQs

NOT RECEIVING NOTIFICATIONS

Residents should check to make sure they have registered and confirmed their account with HelloPackage as well as added their credit card information. They should also check their spam and /or junk folder for their notification emails regarding setting up their account. They can sign into their HelloPackage profile to ensure the correct email and phone number as well as enabling SMS and/or email notifications. If their number or email is incorrect, they can correct it directly by editing their profile; however, the edits must match the information in the Leasing office property management software. Contact support@packagesolutions.com If the resident wants to use a different email address than what is listed with the Leasing office.

RECEIVED NOTIFICATION FROM CARRIER BUT NOT HELLOPACKAGE

There are occasions when a carrier notification is sent saying that the package has been delivered, but it’s not actually in the room yet. You can learn more about this here. That being said, the first step is to wait for the HelloPackage notification. If notification hasn’t been received, check with leasing staff or HelloPackage support at support@packagesolutions.com as the package could be in an unmatched state in the system. This sometimes occurs when the delivery driver did not scan a clear image of the label or did not scan the label at all. Lastly, HelloPackage support can generate a one-time code using the tracking number if the leasing staff cannot scan in the package.

ADD SOMEONE YOU WANT TO RECEIVE PACKAGE NOTIFICATIONS TO YOUR ACCOUNT

Residents can go to the Web App https:/<<managementcompany>>.hellopackage.com/signin or download the HelloPackage app and add another occupant’s name under the “Occupants” tab.

ADD A NICKNAME OR OTHER NAME IN WHICH YOU MAY RECEIVE PACKAGES

The resident can add a different name by going to the “Profile” icon on the upper right-hand corner of the Web App. They should select “Edit” and add other names such as nicknames, children’s names, and pet names, under the “Other Name” field.

SUBMIT A VACATION REQUEST

The resident can request vacation under the “Vacation Requests” tab on the Web App. They may have to submit multiple requests if planning to be away for more than 1 week. These requests will be auto-approved. The residents should not be charged late fees if their packages come during their vacation.

WANT TO BE REMOVED FROM THE SYSTEM

The system will automatically remove the resident 14 days after the lease has ended to allow residents time to retrieve a package if they forgot to change their address or monthly subscription.

CANNOT FIND PACKAGE

When you first enter the room, look for the LED lights to point you to your package zone. Sometimes delivery drivers and residents inadvertently move packages around causing the package to be in a different zone. You may look in other zones if your package is not in the indicated zone. However, be careful not to move other packages. If you received a 6-digit Check-In code, but found that you were still unable to locate your package, please contact Support within 48 hours of receiving the Check-In code by either emailing support@packagesolutions.com or submitting a request at https://packagesolutions.zendesk.com/hc/en-us/requests/new.

WRONG PACKAGE

Should you receive a notification from HelloPackage and determine that the package is not addressed to you or any member of your unit, you can simply click the button “Not My Package” at the bottom of the App notification.

CONTACT SUPPORT

Customer FAQs

RESIDENT NOT RECEIVING NOTIFICATIONS

Admins can check the HelloPackage Web App to see if the resident has confirmed their account. Go to “Administration” on the left-hand side of the home page. Then click “Resident Reports”. If there is a check under “Confirmed,” then the resident has confirmed their account; however, if there is a check under “Billing” but no “CC Last Four” or “CC Exp Date,” then they haven’t entered their credit card number and will not receive notifications with a code. They can also check to see if their phone number and email are correctly entered in the system under “Resident Reports.” If the resident’s phone number or email address is incorrect or different in their Yardi, RealPage, or other property management software (PMS), the admin can correct it there or contact HelloPackage Support if the resident wants to use a different email address than what is in the PMS.

RESIDENT RECEIVED NOTIFICATION FROM CARRIER BUT NOT HELLOPACKAGE

Admin can check the “Unmatched” packages tab on the far left-hand side of the home page in the Web App to see if any unmatched packages belong to the resident. Admin can also check the HelloPackage room to see if there was a “Carrier Dump,” and then staff must manually scan the packages.

UNMATCHED PACKAGES

Admins can see unmatched packages either under “Issues” or “Unmatched” which are both on the left-hand side on the home page. They can hover over the image to see if the resident is in the system. They can then click “Edit” on the far right and select the resident the package belongs to.

RESIDENT HAS NOT INPUT THEIR CREDIT CARD

For properties where residents are being charged, go to “Issues” on the left-hand side of the home page. When an issue is labeled “Resident Without CC,” the admin can scroll to the far right and click “CC Invite.” This will send another notification to the resident to enter a credit card number in order to receive their package notifications.

DELIVERY DRIVER DOESN’T SCAN PACKAGES

The leasing staff should scan the packages as soon as they can so the residents receive a notification. Also, they can report a tracking number to support@packagesolutions.com for our team to report the non-compliant Delivery driver.

REPORTING ADDITIONAL ISSUES

Implementation FAQs

WHAT IS INVOLVED IN THE INSTALLATION

There are many moving parts and team members needed to make the space ready for the HelloPackage hardware installation. You’ll need to share contact information with the HelloPackage team for everyone involved, including the Property Manager, Regional Manager, GC, Site Superintendent, Project Manager, Low-volt, and Door control. Once a certified room is approved the HelloPackage team will install your room to make it package-ready.

WHO SUPPLIES THE INTERNET

The community does. The minimum required speed/bandwidth is 20Mbps upload and 20Mbps download. Internet connectivity is required and crucial for the installation and overall success of your HelloPackage room.

WHERE ARE THE INTERNET, CAMERA, AND DOOR WIRES TERMINATED

At the patch panel.

WHAT IS A PATCH PANEL

A mounted hardware assembly used to manage incoming and outgoing LAN (local area network) cables.

HOW MANY WIRES ARE NEEDED AT THE DOOR
  • 4 Cat6 LAN (local area network) cables
  • One 18/2 cable from the maglock/strike lock (serves as a dry contact to operate)
  • One 18/2 cable to power the HelloPackage kiosk
DOES THE WIRING STAY LOCAL TO THE HELLOPACKAGE ROOM

No. Only the camera and door control wires are locally within the HelloPackage room. The WAN/Internet cable will need to run from the AV closet (ISP modem) to the patch panel.

WHO SUPPLIES THE CAMERAS

We do! The cameras are included with the HelloPackage hardware purchase.

DO THE HELLOPACKAGE CAMERAS TIE INTO OUR COMMUNITY SURVEILLANCE SYSTEM

No, but you can view the room online.

DOES HELLOPACKAGE SUPPLY REFRIGERATED UNITS

No, but we can share a link to a refrigerated unit provider.

HOW DOES A REFRIGERATED UNIT TIE INTO THE HELLOPACKAGE SYSTEM

It doesn’t. However, the delivery driver will be given an option to match packages to the cooler zone on the check-in tablet.

WHAT IS "DOOR ACCESS"

“Door Access” is our way of controlling entry into the HelloPackage Room. This is accomplished through maglock preferably. (Strike locks can be accommodated if they are the community standard.)

CAN HELLOPACKAGE TIE INTO MULTIPLE POINTS OF ENTRY, SUCH AS A PEDESTRIAN GATE, BUTTERFLYMX, OR LATCH

Yes. We can work in parallel with general access points.

HOW DO KEY FOBS INTEGRATE WITH DOOR ACCESS OR THE HELLOPACKAGE SYSTEM

Fob entry is bypassed on the package room proper. We work in parallel with general access points of entry.

HOW DO I CONTACT SUPPORT

Email: customersuccess@packagesolutions.com
Call: 866-931-5567

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