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Latch Delivery Assistant Resident FAQ


What is Latch’s package room solution?

  • Latch Delivery Assistant combines a suite of existing Latch products into a 24/7 personalized, virtual doorman & access solution. 

  • We monitor your building and package entrance areas, facilitate access for your trusted delivery personnel, and alert you via text or phone notification when you have a package waiting.


How does it work?

  • Latch uses cutting edge security systems and specially trained service representatives to monitor your building’s front door.

  • The package courier will utilize the Intercom to contact our Virtual Doorman, who will verify the caller's identity.

  • If approved, our Virtual Doorman grants the caller access and monitors the package drop off in the package room via camera.

  • Once your delivery is complete, Latch sends you a notification so you can retrieve the package at your convenience.

We use a highly-trained security operations firm with over a decade of experience to monitor your building.

 

I'm not getting text notifications for package deliveries - what should I do?

Please verify the phone number associated with your Latch account. For additional help, contact your Property Manager.

 

How do I change the phone number used for my notifications?

Contact your property manager to update your contact information.

 

Can I get notifications to more than one phone number?

Notifications are sent to the phone associated with your Latch account. At this time, only one phone number can be associated with a Latch account.

 

How long can my package remain in the package room?

This is determined by your building’s Property Management. Please reach out to them directly to confirm policies & procedures.


I can’t open the package room - what can I do?


I received a delivery notification but when I checked the package room there was no package - what can I do?

  • Please verify the tracking and shipping information from your courier to confirm that the details match your delivery notification date.

  • If you cannot locate your package, please reach out to your Property Manager to see if they have additional information.

  • If you’re still unable to locate your package, consider filing a claim with the courier responsible for delivering your package.


How do I contact the company responsible for delivering my package?

UPS – https://www.ups.com/tracking/tracking.html

FEDEX – https://www.fedex.com/en-us/tracking.html

USPS – https://tools.usps.com/go/TrackConfirmAction_input

OnTrac – https://www.ontrac.com/tracking.asp

Laser Ship – https://www.lasership.com/track.php

DHL – http://www.dhl.com/en/express/tracking.html

Amazon – https://www.amazon.com/gp/help/customer/

What is the Latch Delivery Assistant experience for a Resident?

 

Residents get a seamless package delivery service. Once Latch Delivery Assistant is set up at the property during building onboarding, delivery drivers and couriers are given secure access to the Package Room to drop packages safely. Latch then sends the resident a personalized notification so they can conveniently retrieve their parcel at a time that suits them.

What is the Latch Delivery Assistant?

The Latch Delivery Assistant is a 24/7 personalized, remote doorman and access solution. 

We monitor your building and package entrance areas, facilitate access for your trusted delivery personnel, and alert you via text or phone notification when you have a package waiting.

How does it work?

Latch uses specially trained service representatives to monitor your building’s front door. 

When you are expecting a delivery but are not available to retrieve it, the package carrier will utilize the Latch Intercom to contact our Delivery Assistant representative, who will verify the caller's identity. 

Once approved, our Delivery Assistant will grant the caller access and monitor the package drop off in the secure package room via camera. 

After your delivery is complete, the Delivery Assistant confirms the delivery person’s exit from the building and sends you a notification so you can retrieve the package at your convenience.

Who monitors the system?

We use a highly trained remote security operator with over a decade of experience to monitor your building.

In the event of any suspicious activity, our Delivery Assistant can contact local law and fire enforcement and dispatch them to your building. 

I received a delivery notification but when I checked the package room it wasn’t there. What should I do?

Verify the tracking and shipping information from your carrier to confirm that the details match your delivery notification date.

Select your delivery provider, and track your package using the links below:

If you cannot locate your package, please reach out to your Property Manager to see if they have additional information. If you’re still unable to locate your package, consider filing a claim with the carrier responsible for delivering your package.