Key Points
- Your PIN code is in the reservation confirmation email
- If you can't find the email, contact support
- 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 (it contains the PIN and a link)
Can't find the email → Check your spam folder; if you still can't find it, contact support
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.
On the reservation page (app.lockerpass.jp), enter your 6-digit PIN code to view your reservation details. To unlock or check out while your reservation is in use, scan the QR code at the locker.
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 Link in Your Reservation Confirmation Email
Even if you don't know your PIN, you can open the reservation page using the link in your reservation confirmation email.
- Open your reservation confirmation email
- Tap the link to the reservation page in the email
- You can view your reservation details (to unlock or check out during use, scan the QR code at the locker)
If you can't find either the email or your PIN:
Please contact support at contact@lockerpass.jp. Provide the email address you used for the reservation so we can look into the situation.
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 | Wait a while and try again |
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 view your reservation details from any device
- To unlock or check out during use, scan the QR code at the locker
- From the link in your reservation confirmation email, you can also open the reservation page
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 |
|---|---|
| contact@lockerpass.jp | |
| 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?
You can open the reservation page from the link in your reservation confirmation email. If you can't find the email itself, contact support at contact@lockerpass.jp.
What happens if I enter the wrong PIN multiple times?
When a reservation is open on the reservation page, operations such as unlocking, extending, or canceling are locked for approximately 1 minute after 5 consecutive incorrect PIN entries. Wait a while and try again.
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.
If you have the PIN code from the email, you can view your reservation details from any device. You can also open the reservation page from the link in the email. To unlock or check out during use, scan the QR code on the locker.
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 contact@lockerpass.jp.