Customer · Account and support
Frequently asked questions
Short answers about sign-up approval, signing in, orders, prices, cancellation, courier tracking, card payment and the service fee, cards not being stored, old saved cards, invoices, notifications, the mobile app, leaving a company and deleting your account.
Short answers to the questions customers ask most often. Click a question to open its answer. If something is still unclear, ask the courier company you work with.
Signing in and your account
My account says "awaiting company approval". What should I do?
If you signed up yourself with the company code, you cannot place orders until your courier company approves your sign-up. The warning disappears once you are approved; if it takes long, contact your courier company. Details: Getting started.
I can't sign in or I forgot my password.
On the sign-in screen enter your email or mobile phone and your password. If you forgot your password, press Forgot password?; the link goes to your registered email, or to your mobile phone if you have no email, and is valid for 30 minutes. If your record came from the old system and you never set a password, use Activate my account. Details: Getting started.
Orders
Why is my order "Awaiting approval"?
Your courier company may require your orders to be approved. Until it is approved, the order is not given to a courier; meanwhile you can edit or cancel it. Details: Editing and cancelling orders.
Why is the price not shown, or why does it say "no price"?
The price is calculated from your courier company's price list when you choose the recipient or enter their district. "No price" means no price has been entered between these two regions; contact your courier company. Details: Placing an order.
I can't cancel my order.
Only orders not yet given to a courier can be cancelled. For an order already with a courier, contact your courier company. Details: Editing and cancelling orders.
Where is the courier?
Open the order details. Once the parcel has been picked up, the courier's location appears on the map. You can also send the recipient a tracking link. Details: My orders.
Payment and invoices
How do I pay by card?
On the My account page select the unpaid orders, press Pay by card and complete the payment on the payment institution's secure page; your card details never reach Courino. If the button is missing, online payment is turned off at your courier company. Details: Paying by card.
Why is there a service fee when I pay by card?
Some courier companies pass the processing cost of card payments on to customers. In that case the Service fee and the Total you will pay are shown next to the Pay by card button, so you see the fee before paying. Your order amount and the prepaid balance you top up do not change, and there is no service fee for cash or bank transfer. If the whole payment is refunded, the service fee is refunded too. Details: Paying by card.
Is my card stored? Are my payments charged automatically?
No. Your card is not stored and nothing is ever charged automatically. Each time you press Pay by card, Top up prepaid balance or Place order and pay, the bank's secure payment page (3D Secure) opens and you enter your card details there. Courino never sees your card details. If you turned automatic payment on in the past, you can turn it off in My cards. Details: No automatic payment.
What happens to my old saved cards and backup card consent?
There is no primary card or backup card any more; saved cards are not used for payments. If you have a card saved from before, it appears in My account › My cards:
- Press Delete next to the card to delete it.
- If automatic payment was left on, press Turn off automatic payment.
- If you gave backup card consent, untick the box.
If you have no saved cards, My cards does not appear at all. Details: My cards.
Where is my invoice?
If your courier company has issued an invoice, open it as a PDF from the My invoices card on the My account page. For a period statement, use the Account statement card. Details: Account statement and invoices.
Notifications, app and account
I'm not getting notifications.
Check the SMS notification and Email notification boxes in My details, the Me › Notifications screen in the app and your phone's notification permission. You can see the status of messages sent to you on the My notifications page. Details: My notifications.
Is there a mobile app?
Yes. With the Courino app on Google Play you place orders, follow the courier and pay; the iPhone (iOS) version is coming soon to the App Store. Sign in with your web portal account. Statements and invoices are on the web only. Details: Mobile app.
I started working with another courier company.
You can have accounts at several companies with the same email; you choose the company when signing in. Your mobile phone, however, can be registered at only one company at a time: to sign up at the new company with this number, first leave the old one with Leave company. Your past orders stay with the company. Details: Leaving a company.
How do I delete my account and personal data?
On the web use the Delete my account card at the bottom of the My details page; in the app use Me › Delete my account. If you have undelivered orders, wait until they are finished. This cannot be undone; records that must be kept by law (e.g. invoices) are kept with your personal details removed. Details: Deleting your account.