Technical issues may arise while using the smart lockers platform on Mobilus. This article's goal is to guide you through the first steps to do in this case.
Smart lockers in reserved status without a reservation code
While on the smart lockers dashboard, all doors' status can be seen as aither available or reserved. If the door's status is reserved, it sshould be accompanied by a reservation code below. If no code can be seen, the door might be locked in the reserved status and you will need Sir Steward's assistance to unlock a door locked this way.
Before calling Sir Steward, follow those steps:
- Note the number of the doors without a reservation code.
- Click on the Reports tab and then on Access the new reports.
- In the Accounting reports section, choose in the dates 7 days before to today.
- Open the Orders delivered section and under the table, open then scrolldown menu called shown columns . Check Lockers.
- Search for the last client for which the locker with the specific door number has been reserved. Take note of the client's name and the reference number (Mobilus' order number).
- Search in the Orders tab or in the Customers tab the informations gathered at step 5 (The reference number represents the activation/creation date).
- Access the order details using the reference number gathered at step 5 and note the admin code to use it at the lockers. If the locker door does not open, skip to step 8. If the locker opens, close the door and return to the Mobilus account to see the reservation status of the locker door. Two scenarios might happen:
- The door is reserved. It means that there is a display issue preventing the user from accessing the reservation details from the Lockers tab. The reservation remains valid up until its expiration. A pick-up order should be generated by Mobilus at the moment the reservation expires to collect the package in the locker.
- The door becomes available. It means the reservation was expired. Follow steps 8 and 9 to pick-up the package.
- Have an employee near the smart lockers.
- Open the lockers locked in reserved status to retrieve any left items:
- In the smart lockers dashboard, click on the descending arrow next to the reserved status of the door and click on Open the door.
- Investigate the interior of the locker and retrieve any left item in it.
- Close the door
- Call Sir Steward at 1-514-687-9950 and report the issue.
Order's details do not include the opening codes for the locker
- Confirm the delivery address is labeled locker: [locker's address]. If not, cancel the order and start again and select the correct delivery address.
- If the correct address has been selected, make sure, the order has not been cancelled. A cancelled smart locker order will have its codes removed and deactivated.
- If the order's address is correct and the order is not cancelled, cancel it and recreate the order.
- If the problem persists, call Sir Steward at 1-514-687-9950