Key Points
- Your PIN code is in the reservation confirmation email
- If you can't find the email, use the recovery screen for identity verification
- If the door won't open, try pushing it firmly while unlocking
- If nothing works, please contact us
Quick Guide
What's your issue?
Forgot PIN code → Check your confirmation email, or use the recovery screen
Can't find the email → Check spam folder, or use the recovery screen
Door won't open → Push the door firmly while trying to unlock again
Can't scan QR code → Wipe camera lens, adjust distance, try in brighter area
None of the above worked → Please contact us
If You Forgot Your PIN Code
Method 1: Check Your Confirmation Email
A confirmation email was sent to the email address you registered when booking. Your PIN code is included in that email.
If you can't find the email:
It may have been filtered to your spam folder.
- Gmail: Check "Spam" folder
- Yahoo Mail: Check "Spam" folder
- iCloud: Check "Junk" folder
- Other providers: Check spam/junk settings
Search keywords:
- "LockerPass"
- "PIN"
- "Reservation"
- "Confirmation"
- "Locker"
Method 2: Use the Recovery Screen
If you can't find the email, you can recover access by verifying your identity through the recovery screen.
- Scan the QR code at the locker
- Tap "Forgot PIN" or "Recovery"
- Follow the on-screen instructions to verify your identity
- Once verified, you can recover access
If you paid with Apple Pay / Google Pay:
You may need the last 4 digits of your "Device Account Number" instead of your actual card number. Check your phone's wallet app for card details.
If the Locker Won't Open
"Unlocked" Shows But Door Won't Open
Most common cause: Overpacked luggage
If your luggage is pressing against the door from inside, the electronic lock hook won't release.
Solution:
- Push the door firmly inward while trying to unlock again
- When you hear a "click," release the door
- Pull the door toward you
Other causes:
| Cause | Solution |
|---|---|
| Strap or string caught | Check the gap, push in while unlocking |
| Wrong locker number | Double-check the number in your email |
| Connection delay | Wait a few seconds and retry |
Do not force the door open or pull too hard (this may cause damage).
PIN Code Not Working
| Cause | Solution |
|---|---|
| Typo | Re-enter using half-width numbers (watch for 1/7, 6/8 confusion) |
| Full-width input | Switch to half-width numbers |
| Wrong locker number | Check your confirmation email |
| Before reservation time | The locker won't open before your start time |
| Locked after multiple failures | Use the recovery screen |
If You Can't Scan the QR Code
Try these steps in order:
- Wipe the camera lens
- Move back slightly to focus
- Try in a brighter area (may be difficult at night or in rain)
- Try a different camera app
- iPhone: Default Camera app
- Android: Default Camera or Google Lens
If it still won't scan, please contact us.
If You Don't Have Your Phone
You can still unlock from another device:
- With the PIN code from your email, you can unlock from any device
- With identity verification through the recovery screen, you can unlock
Reservation Time & Extensions
If you leave your luggage past the reservation end time, extension fees will automatically apply.
See the pricing page for details.
Contact Us
If the above methods don't work, please contact us.
| Item | Details |
|---|---|
| lockerpass-contact@riwb.org | |
| Languages | Japanese, English |
Please include the following in your inquiry:
- Email address used for reservation
- Reservation date/time
- Locker number (if known)
- Description of the issue
FAQ
Where can I find my PIN code?
It's in the reservation confirmation email sent when you booked. If you can't find it, check your spam folder.
What if I can't find the email?
Use the recovery screen to verify your identity with your payment card details.
What happens if I enter the wrong PIN multiple times?
For security, the system may temporarily lock after multiple failed attempts. Use the recovery screen for identity verification.
The locker door won't physically open.
Your luggage may be pressing against the door from inside. Push the door firmly inward while trying to unlock. If it still won't open, please contact us.
I can't scan the QR code.
Try wiping the camera lens, adjusting your distance, and scanning in a brighter area. If it still won't work, please contact us.
I don't have the phone I used to make the reservation.
You can unlock from any device if you have the PIN code from the email or can verify your identity through the recovery screen.
I left my luggage past the reservation time.
Extension fees will be automatically applied. See the pricing page for details.
How can I contact support?
Email us at lockerpass-contact@riwb.org.