Assistance wih the pick-up code

As a Packstation user, you will receive a pickup code for each package via the Post & DHL app (please activate push notifications). This code entitles you to pick up your shipment and remains valid until you have removed your shipment(s) from the Packstation.

Please note that the pickup code is renewed every 120 seconds.

The pickup code for your Packstation shipment is displayed in the "Packstation" section of the Post & DHL app.

Tip: To be notified directly when a new pickup code is available for your Packstation shipment, activate push notifications in the app.

Note: Please note that you must be a registered Packstation user to receive a pickup code via the app. To use the "Packstation" service, you must also register for a DHL customer account and activate the "Packstation" service by verifying your address.

Please also note that the pickup code will only be displayed on your activated device. Device activation is required once per device (smartphone or tablet) and can be done via the app in the Packstation section.

You will only receive a pickup code for shipments addressed directly to the Packstation.
The pickup code is not required to pick up so-called notified shipments at a Packstation. Notified shipments are parcels that could not be delivered to your home and were then redirected to a Packstation. All you need to pick them up is your notification card.

It is not possible to resend the pick-up code, but this is not necessary. The pick-up code for your Packstation shipment is automatically regenerated at short, regular intervals.

The pick-up code is displayed in the "Packstation" section of the Post & DHL app and remains valid until you have collected your shipment(s) from the Packstation.

If you have not received a pickup code, first check whether you have an activated device and whether you are logged into the Post & DHL app on that device.

Note: You will only receive a pickup code for shipments addressed directly to the Packstation.

The pick-up code is not required to pick up so-called notified shipments at a Packstation. Notified shipments are parcels that could not be delivered to your home and were then redirected to a Packstation. All you need to pick them up is your notification card.

The collection of shipments works best when the device is online or has an active connection to the internet.

However, as some Packstations are located in places without or with poor network coverage (such as in metro stations), it is ensured that the pick-up code is still being displayed in the app without an active internet connection. In this case it is adviseable to open the Packstation tab in the Post & DHL app when there is still an internet connection.

This is not possible because the new pick-up code is constantly regenerated for security reasons.

In this case, you can enter the code manually. You will find the ten-digit code, starting with an A, directly below the QR code in the app.

You can simply scan the new QR- pick-up code at the Packstation.

However, if you enter the code manually and make a mistake, you can simply try again.

Note: When entering the code manually, make sure you include the "A" in the 10-digit pickup code.

Some older Packstations do not yet support the process of scanning pick-up codes from a smartphone. In this case, the code must be entered manually and therefore the corresponding machines only display the code in plain text.

There are several reasons why you may not have received the pick-up code:

• You are not logged in to your DHL customer account in the Post & DHL app. To receive the pick-up code, you must be logged in to your DHL customer account in the app.
• You only looked under "Track" in the app. The pick-up code is displayed in the "Packstation" section of the app.
• Your stored mobile phone number is incorrect. Make sure that the mobile phone number you have stored in your customer account does not contain any errors.
• You do not have an activated device. In order to receive a pickup code via the Post & DHL app, you must activate your device once. To do this, click on “Activate now” in the "Packstation" section of the app and follow the instructions in the app.
• No pick-up code is required to collect your shipment. This may be the case, for example, if your Packstation shipment is redirected to a nearby branch. In this case, you only need your ID card to collect the shipment. It could also be that your shipment is a so-called notified shipment. Notified shipments are packages that could not be delivered to your home and were then redirected to a Packstation. In this case, you only need your notification card to pick up the shipment.

If none of these cases apply and you are unable to retrieve the pick-up code for other reasons, please proceed as follows:

• Log out of your customer account in the app and log back in. This may resolve the issue.
• If you are using a DualSIM/MultiSIM, check which number is linked to receiving SMS messages and compare it with the mobile phone number stored in your customer account.
• Deactivate your device (in the "More" section of the Post & DHL app, go to "Settings > Device activation > Manage devices") and reactivate it via the Post & DHL app.

Yes, the automatic synchronisation of the time on your device is important, otherwise no valid pick-up code can be generated.

However, it is possible that a different time zone is set on the mobile device. This will be automatically recognised by the app.