How to Generate a One-Time Code (OTC)

If you have not received a HelloPackage code for a package that was confirmed delivered between 6 and 24 hours ago, you may be able to generate a One Time Code (OTC) on your own (at participating properties only).  The One Time Code (OTC) is 

• Good for four (4) hours. 
• Only active 3 minutes after code generation.
• Able to provide temporary access to the HelloPackage room. 
• Unable to provide the Zone location of your package.  (You will need to refer to the original carrier notification or HelloPackage Support if you are unable to locate the package). 

NOTE: This feature is available at the discretion of the property management team, so it is not available in all locations. The instructions to generate an OTC are listed below:

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Desktop Browser Instructions:

Sign in to your HelloPackage account.

On the left-hand column, click the tab entitled "Access Code".

Enter the parameters for the One-Time Code (OTC).  (Note: Contact Customer Support if your carrier is not listed)

1. 1. Click the "Carrier" Drop Down and select from the available carriers
   2. Enter the Tracking Number for the package in question
   3. Select the "Effectiveness" (Immediate or Later) based on your individual needs
      
      

NOTE: A valid tracking number is one that has not been used to generate an OTC previously and has an estimated delivery date within 48 hours of attempted code generation.

Immediate will send the code to the email address and/or text on file in your HelloPackage Profile

Later allows you to schedule your code to be sent up to 48 hours from the time and date of the request

(NOTE: If you schedule and OTC for "Later" you will not be able to use it until the scheduled time.  Not before).

3. Just click the "calendar" to select your date.

5. Click the box that shows the current time and a module will pop-up allowing you to select the hour and minute you would like to receive your One-Time Code, along with AM or PM.

If the information provided is valid, the next screen will provide an OTC that is good for the next 4 hours. You will also receive an email and or text with this same information.

The email notification will be similar to the image below:

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Chatbot Instructions: (Scheduled OTC not available on Chat platform

Chatbot Main Menu

1. Select "Not Receiving Notification"

2. Select "Create OTC"

3. You will need to authenticate your identity, for security purposes.

Select the method you'd like to use SMS or Email.

When prompted, enter your cell number or email address.

A confirmation code will be sent to the your cell phone or email.  NOTE: this code is good for one hour.  After that a new code will need to be generated.

4. Enter that number into the Chat Conversation to proceed.

Check the data in the Profile listing to assure the One Time Code is generated for you.

Select "Please enter the tracking number here," but if you don't have a tracking number, you can divert to creating a Support Ticket and an agent will assist you.

After entering the tracking number, you will need to select the Carrier and the One Time Code will be provided.

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Remember if you're unable to use the code within 4 hours of creation, use the Scheduling feature to auto generate the code an a more convenient time.  You can only schedule up to 48 hours out.  

In both cases, the code will still expire in 4 hours or after it is entered at the Outdoor Kiosk of your HelloPackage Room.

Special Note:  Wait 3 minutes before using a self-generated OTC, to allow time for code to reach your HelloPackage Room system.

The HelloPackage Mobile App is available for both Apple and Android devices.

You can click the link below to access the Chatbot and generate your code NOW or use many of the other self service features that are available.  Click here.