Customer · Getting started

Getting started

Opening a customer account, activating an existing record, signing in, forgotten password and first password change.

This article explains how to sign in to your courier company's customer portal and mobile app. You open your account in one of three ways: you sign up yourself with the company code, you activate your record from the company's previous system, or the company opens an account for you.

Sign up with the company code

1. Open the customer portal. Click the Sign up link under the sign-in card. In the app, tap Sign up as a customer on the sign-in screen.
2. Enter the Company code your courier company gave you and click Continue.
3. Choose Individual if you sign up for yourself or Company if you sign up for a business; then fill in Full name (for a company, Company name), Mobile phone, District, Address and the password fields. Contact name (company only) and Email are optional. You enter the company type and tax details later on the My details page. The password must be at least 10 characters.
4. Accept the privacy notice and click Sign up.

Signing up with Google is only available on the web portal; in the app you sign up with a password.

If the company opens sign-ups immediately, the Your account is ready screen appears (in the app: "Your account is open; you can sign in."). If the company approves every sign-up, the Sign-up received screen appears (in the app: "Your sign-up is awaiting the company's approval."). You can sign in, but you cannot place orders until the company approves you. A notice at the top of the portal says your account is awaiting company approval. In the app, the home screen shows an Awaiting approval banner.

Activate my account

If you are registered in your company's previous system, do not sign up again.

1. On the sign-in card, click Activate my account.
2. Enter the mobile phone or email registered in the previous system and click Continue.
3. If an email is on record, a link is sent to it (valid for 7 days). If only your phone is on record, you receive a 6-digit code; enter it in SMS code and click Verify code.
4. On the Set your password screen, type your new password twice and click Save password.

Signing in

1. Fill in Mobile phone or email and Password, then click Sign in.
2. If the same details match accounts at more than one company, a list appears; choose the company.
3. If a Google button is shown on the sign-in card and you have linked your Google account, you can sign in without a password.

In the app you sign in with the same details: Mobile number or e-mail and Password, then Sign in. More: Mobile app.

Forgot password

1. On the web, click Forgot password? on the sign-in card; in the app, tap Forgot password on the sign-in screen.
2. Enter your phone or email and click Send link.
3. The link goes to your registered email, or to your mobile phone if there is no email. Open it within 30 minutes and save your new password.

First password change

If you were given a temporary password, the Change password screen opens on first sign-in. Fill in Current password, New password and New password (again), then click Save. You cannot continue until you do this.

• If you signed in with a temporary password, change your password first. Until you do, orders and the other screens do not open.
• On this screen you can only Sign out.
• When the password changes, your sessions on other devices are signed out; you stay signed in on this device.
• When the password changes (by you, by the company resetting it, or through Forgot password), your API keys are revoked. If you have an integration, create a new key under My details › Integration and pass it to your developer.

Quick help search

Every screen has a round ? button in the bottom-right corner. It lets you find what you need without leaving the screen.

1. Click ?; a small search box opens.
2. Type what you are looking for (e.g. cancel, price, courier).
3. Matching headings from the help articles are listed as links. Click one; the article opens in a new tab at that heading with your words highlighted. Your open form is not lost.
4. To close, click the button again (now ×), click outside the box or press Esc.

• If the whole word finds nothing, the start of the word is searched instead.
• For all results, use Open in help center at the bottom of the box.
• While the box is empty, the article for the page you are on and its first headings are shown as Tips for this page.
• If nothing is found, a typo or an everyday word is corrected and you are asked Did you mean? (for a word with a missing, extra or swapped letter it suggests the right spelling; for an everyday word it suggests the term the help articles use). Click the suggested word to search for it.
• The search box in the help centre does the same: if nothing is found, Did you mean? appears at the top and the results for the suggested word are shown.
• If there are still no results, an Open a request to the company button appears and opens a request form to your courier company with your search as the subject.
• The mobile app has the same search: Mobile app › Help.
• Questions with no results are saved anonymously to improve the help articles: who asked and the IP are not stored, and questions containing a phone number or e-mail are never saved.

Having trouble?

• "Company not found" warning: The code is wrong or the company is not accepting customer sign-ups right now. Confirm the code with your company.
• "Registered with another company" warning: Your number is active at another company. Leave that company from its portal via My details › Leave company.
• No activation link or code arrived: Contact your courier company and ask them to check your details on record.