Customer portal FAQ

Short answers, each with a link to the full steps. For error messages, see Portal troubleshooting. For the meaning of a word, see the glossary.

Getting in

How do I get a login? Your courier or a colleague invites you by email. Click the link, choose a password and you are signed in. You can also click Request an account on the sign-in page; your courier checks it and emails you an invitation. See Sign in and manage your account.

I forgot my password. Click Forgot your password?, enter your email, type the 6-digit code (it works for 10 minutes) and choose a new password.

My invitation link doesn't work. A link works once and for 7 days. Enter your email on that page and click Send me a new link.

The page shows another company's name. You are on another courier's portal. Click Different company? and type the Company ID your courier gave you.

I have two company accounts with the same email. The sign-in page asks you to Choose an account. To change later, open your account menu and pick Switch company.

Ordering

How do I send something? Sign in, fill in From, Deliver to, what you are sending and the service, check the price and click Place order. See Place an order.

Can I see the price before I order? Yes. The price updates as you fill in the order, along with the driving distance and time.

Can I repeat an earlier order? Yes: pick a recent order or a shortcut on Deliver to, or use Same as last time. For a schedule, see Repeat an order on a schedule.

Can one order go to several addresses? Yes, with Add a stop. See Send to more than one place.

Can I order many at once? Yes, import a spreadsheet: Import orders from a spreadsheet.

Can I change or cancel an order? Yes, while your courier allows it. Once a driver is assigned only the instructions and contacts can change. Some couriers don't allow changes or cancelling online; the portal then says to contact them.

Why can't I place an order? Usually your account is on hold, ordering is turned off, or you don't have the Place orders permission. The message on the screen says which. See Invite colleagues.

Tracking

How do I follow a delivery? Open the order from Orders: the status, who is driving and a live map while it is out for delivery. See Track your orders.

Can the receiver track it without an account? Yes. Click Share on the order and send the tracking link, or let them use Track an order with your courier's company ID, the order number and the delivery postal code.

Where is the proof of delivery? On the delivered order, under Proof of delivery, with Download proof of delivery.

Paying

How do I pay an invoice? Click Pay next to it on Invoices and enter your card on the secure payment page. See Pay invoices.

Can I pay automatically? Yes: Saved cards & auto-pay, add a card and Turn on auto-pay. If a payment fails you are emailed and it is tried again after 1, 3 and 5 days.

Does the portal see my card number? No. The card page belongs to your courier's payment partner.

Where are my receipts and statements? On Invoices: Payments & credit has a receipt per payment, and Statement downloads a PDF for a period.

Colleagues and notifications

How do I add a colleague? Open Colleagues (if you manage them) and invite them with the permissions they need. See Invite colleagues.

Which emails and texts do I get? Choose them on My profile. See What the emails and texts you get mean. Reply STOP to any text to end texts.

Can I get one email a day instead of one per update? Yes: One daily summary under How often (email).

Your data

Can I download or delete my data? On My profile, Your privacy: Prepare my data builds a zip you can download for 24 hours, and Delete my account removes your name, email and phone after 30 days. Orders and invoices stay with your company.

I need help with something specific. Use Report a problem on an order, or Ask for help under Help and requests: Report a problem or ask for help.