This release is one of our biggest pricing and customer-experience updates in a while, and the moment AI customer support moves into public beta.

Since the navigation and marketplace release, we’ve been focused on giving operators more control over how they charge, how customers get help, and how pickup and analytics stay in sync across the full hire journey. You’ll find new ways to price by time of day, put an AI support agent in front of common customer questions, require safety videos before unlock, and target messaging by how often someone hires, all without duplicate products or manual workarounds.

AI Support Beta

When we set out to build an AI Support agent we wanted to make sure it was not just a glorified chatbot that could answer questions about your business, but instead a support agent that could actually directly solve problems for your customers.

To power this we built a complex authentication and change request framework that allows our agents to actually SOLVE problems for your customers, including altering their bookings, making changes to their account and more all while being safely locked in with guardrails to ensure they can never make a change outside of your companies policies, or your inventories capabilities.

When the AI needs a human, escalations land in your Inbox alongside completed conversations. From web or mobile you can update status, read full transcripts, and copy shareable chat links so the right person can jump in fast.

The AI can also send clickable booking links and help article links while chatting, so customers get a direct path back into the right booking or resource instead of a pasted URL they have to hunt for.

If you’d like access during beta, reach out and we’ll get you set up.

Time-Based Pricing Modifiers

You can now set automatic surcharges and discounts by day, time of day, or date range. Weekend rates, holiday pricing, and off-peak deals apply at checkout without creating duplicate products or editing prices by hand.

Modifiers work alongside your existing pricing templates and customer pricing tiers, so complex rules stay in one place. Dynamic Pricing now supports these time-based rules end to end, with a clearer pricing tier UI and overlay so you can see how rates stack before customers do.

Required Pickup Video

Require customers to watch a safety or operations video before pickup questions, photos, or lock codes appear. This is ideal for trailers, vehicles, boats, and any hire where a short briefing reduces damage, misuse, or support calls.

Supports YouTube, Vimeo, and direct video links. Configure it on the relevant product or pickup flow, and customers cannot continue until the video has been watched.

PostHog Analytics

Send page views, product views, checkout steps, and purchase events to PostHog alongside Google Analytics and Facebook Pixel. Add your project API key under Settings → Website & Embeds.

This gives you another option for funnels, cohorts, and product analytics without changing how Lockii already tracks checkout and purchases.

Customer Order Count Message Rules

Target automated emails and SMS by how many bookings a customer has completed. Welcome first-time hirers or thank repeat customers without building manual lists. You’ll also find a matching customer order count filter when you’re reviewing customers and bookings.

Improvements

• Payments: smarter handling of saved payment methods and continued revenue recovery for failed charges

• Messaging: inbox updates and revived notifications to reduce missed messages

• Mobile and UI: improved typography and spacing on mobile, better hosted browse layout, refreshed Android app icon, general UI cleanup and faster screens

• Policies: set a minimum customer age for bookings

• Search: improved name matching for customer records

• Products and stock: update product details and stock levels faster across web and mobile

• Updated Privacy Policy Template to include mobile information and text messaging requirements

• Improved GPS return detection logic to reduce failed return detections

• Improved side padding on smaller screens for customer facing detail pages

• Product galleries use a horizontal thumbnail strip that scrolls to keep the selected photo in view

• Product photo thumbnails now sit in a single scrollable row in the product editor, making reordering easier when you have many images

Fixes

• Fixed pricing modifier calculations when bookings cross day boundaries in your company timezone

• Fixed price recalculation errors when editing items and during checkout

• More reliable timezone handling for pricing surcharges and discounts

• Fixed edge cases in multi-stock return activity lookup and GPS return status checks

• Purchase analytics events fire consistently again alongside PostHog and existing trackers

This weekend we’re releasing a quick quality update.

Lockii has grown extremely fast over the past few months, so we make sure to dedicate a few days after every development cycle to “Quick Wins & Quality”, this week we’ve focused on design and navigation as well as features to reduce some of the most repetitive jobs our operators do on a more infrequent basis.

Navigation Improvements

We spent the weekend obsessing over navigation throughout Lockii with an eye to cutting down clicks and visual noise on important pages, especially for operators with higher booking volumes. You’ll notice improved breadcrumbs on every surface as well as better quick navigation prompts where relevant to help you jump between bookings.

We also did another design pass on all our important components including our icon library and spacing library. You should see minor but meaningful changes to icons through the entire backend along with spacing throughout the backend being standardized even further!

You’ll also find improvements to the information hierarchy on every single one of our pages. We’ve also spent some time on our filtering system making sure that filters stay when you expect them to, and clear in a more intuitive way!

Marketplace Importer

You can now import bookings directly from external marketplaces instead of recreating them by hand. The importer pulls in customer details, products, locations and pickup and return dates cutting down the time it takes to bring bookings onto the platform.

For marketplaces we don’t have direct integrations with simply setup email auto forwarding for the relevant sender addresses to your Lockii account and we’ll auto import all the relevant details before handing them over to you for review.

Smart Payments Recovery

As part of our latest partnership with Stripe we’ve expanded our payments charging system to support revenue recovery. when saved cards reject charges, we use a machine learning model trained on millions of payments to help inform when charging a customers card will be most successful and attempt new charges until the payment succeeds, or the bank directs us to stop attempting recovery.

Pricing & Product Details

Pricing tier displays and the customer pricing tier overlay are clearer and easier to read. Pickup and return steps can now be set per item, and minimum age requirements can be configured per listing. Also added the ability to configure pickup and return steps on a per product basis.

ID Verification & Insurance

• Improved the ID collection flow for clearer guidance and fewer drop-offs

• Added insurance verification support to the mobile app

Account & Reviews

• Reworked login and logout UI for a cleaner, more consistent flow

• Introduced a new reviews experience

Fixes

• Fixed data loss when navigating away from a form before saving

• Improvements to the google analytics data layer and custom tracked events

• Downloaded images now include a .jpg extension for easier import into other platforms

• Fixed oversized upload titles, an ugly "more instructions" button, and order terms wrapping below order details on mobile

• Enlarged the "Try again" and "Contact" buttons for easier tapping on failure states.

• Cleaned up customer-facing icon alignment and general layout alignment issues across the app

• Addressed several mobile UI issues and refreshed a set of icons for better readability.

• Improved product and stock editing.

• Updated Stock page to be formatted better for managing stock than managing products.

• raised the max image limit with safety warnings.

• Improved payment method saving as well as saved account customer ID recovery.

• Improved the pricing tier overlays

• UI simplification on most of our tables and charts to make it easier to discover current statuses.

• Refined bookings page fonts and text sizes.

• Simplified customer table text sizes.

• Standardized icon placement and gaps on all user facing tables.

Express Checkout Expansion

We’ve partnered with Stripe to continue expanding and improve our checkout and express payment experiences. We’ve now enabled full express checkout for all operators, this allows returning customers, and first time cross-network customers to quickly checkout on your site using an authenticated email.

This means customers can also use these same details to authenticate when interacting with the rest of your store, including enabling express checkout options directly on your product pages as well as customer support chats and booking change request pages. This also means the existing customer account management pages receive a further speed increase!

We’ve seen anywhere from a 10% to 30% increase in checkout conversions in beta testing depending on the location and consistency of your customer base!

AI Customer Support Widget Beta

A new AI-powered support widget is now in beta for handling customer inquiries directly within the product, reducing the need to route common questions to your support team. The AI support chat can answer questions from your internal knowledge base as well as make meaningful changes to bookings, maintenance reports and help create new bookings for customers all while respecting your company policies, availability and processes.

Bookings & Payments

• Fixed an issue where the full amount payment button did not process correctly.

• Improved accuracy of order management money calculations.

• Messages tied to a booking are now automatically cancelled if the booking changes before they're sent.

• Last-minute bookings now prompt customers to go straight into the pickup process.

• Availability patches applied to correct scheduling edge cases.

• Bookings made manually will now require customers to agree to your terms and conditions before picking up their items and manual pickups without a signed document will now feature an alert for staff.

Locale & Product Visibility

• Melbourne, Australia has been removed as a reference location

• Products can now be hidden from public view.

• The old product method has been disabled in favor of the current flow.

Fixes

• Fixed Android Igloo unlock failures.

• Fixed hydrate fallback behavior on client pages.

Location Access

Locations can now have a dedicated access lock and written access instructions for gates, parking, or site entry. Customers see a location access step before pickup when a location has an access lock configured, with PIN codes or smart lock controls alongside your instructions.

Google Review Requests

Add a Google review link to any location under Settings > Locations. After a successful return, customers with a positive experience are prompted to leave a review, helping you turn happy hires into public feedback without extra follow-up. You can also use these links dynamically in Lockii emails along with a filter to not send emails if we’ve detected the user might have had a less than stellar experience.

Location Zones & Tax

Location editing now includes a map-based zone radius editor so you can define the geographic area around each site. Per-location tax rate overrides are also available when a site needs a different rate from your company default.

Insurance Verification

Insurance verification is now more complete, with policy report access for verified customers and improved handling of manual insurance verifications on customer records.

Improvements

• Handover proof documents include richer pickup and return detail for insurance and dispute use cases

• Booking change request cancellations now process reliably through the full flow

• Custom domain confirmation links copy correctly when sharing manual booking links

• Google Analytics measurement protocol support for more accurate event tracking

• Invoice layout and logo rendering improvements

• Customer confirmation page UX refinements

• Booking padding can also be configured in 15-minute increments

• Settings editing has been refactored into dedicated edit panels for locations

• Activity log timeline text is clearer for customer and booking changes

• Improved android unlocking experience and button outlines

• added ability to hide products from public viewing

• Improvements to the joining process for users being added to existing accounts

Fixes

• Fixed smart lock integration issues after the IoT rollout

• Fixed return flow edge cases where bookings could complete before all steps were finished

• Fixed standard API route parameter parsing

• Fixed identity verification grace period to respect end-of-hire padding settings

Automated Booking Change Requests

This perhaps one of our most exciting released yet, in our early testing we’ve seen self service booking change requests reduce customer support queries by a further 75%!!!

You can now define policies for all types booking changes and decide which modifications customers can request on their own. Customers move through a guided flow to submit a change request, and if their requested changes are within your policies, can pay the difference and immediately change their booking. In cases where you would like more control over certain types of changes, requests can be routed to you for manual approval before processing. The cancellation flow has also been updated to give customers clearer options and messaging throughout.

Its super simple to setup and define your company policies under Settings > Preferences.

Team Comments

Comments are now available on customers and orders . You can quickly tag other stuff members to send them notifications and keep your team in the loop on bookings, issues and customer behavior and async jobs and issues.

Comments will also be rolled out to maintenance and stock as part of our upcoming maintenance V2 release!

Improvements

• Sales tax reporting is now available.

• Manual pickup & returns can now include staff taken photos as a fallback.

• Phone number fields now support international prefix selection.

• Emails support hyperlinks rather than plain URLs.

• Customer-facing pages now enforce vertical layout on mobile.

• Activity log entries highlight on hover for easier scanning.

• Improved QUO integration and deep linking.

• Fixed google analytics data redaction issue.

• New & Improved photo capture page for pickups and returns.

• Improved translations in new customer pages.

• Improved customer facing permissions requesting for cameras at pickup and return.

• MCP has been updated to include more endpoints and better schemas to make it easier to interact with Lockii via AI

• Our full rest API has been released, with multiple methods of authentication including full OAUTH.

• Login with Lockii is now available for users building integrations with Lockii and or building Apps on top of our functionality.

Reporting

New Revenue and Sales Tax reports break down income and tax liability across bookings, ready to export for accounting.

Invoicing & Documentation

Invoices now have improved logo support, and emails include clickable hyperlinks. Pickup and return documentation is available directly on bookings with timestamped information on your pickups and returns for insurance use cases. Photo uploads are now supported for manual pickups on both mobile and desktop.

Mobile

The Android app includes more improvements as well. Bottom navigation buttons are larger for easier tapping, and customer pages no longer force horizontal scrolling, keeping content aligned to portrait use.

Notifications

Notification paths have been refined for clearer routing, and unknown notification types no longer render blank entries in the inbox.

Improvements

• Added default phone prefix selection to phone number fields

• Refined the back office page layout

• Refined customer-facing UI across booking flows

• Added a subtle shadow behind dark buttons for better contrast

• Fixes

• Fixed the schedule page showing incorrect data for future bookings

• Fixed bugs in code extensions and improved reliability

Custom translations

Translations are now fully customizable, letting teams tailor copy to their region, brand, and customer base. Every customer-facing string can be overridden per language, with fallbacks to defaults where no override exists. This also means any customer can make simple changes to wordings to make sure that customers can always understand your process.

Reports and pricing

Report calculations are clearer, with an Add-On report and improved breakdowns. Pricing templates are easier to manage, and battery conversions are more accurate.

Improvements

• Quo contact management for organizing customer records

• Photo page redesigned for clarity

• Camera permission prompts on capture

• Gate lock support

• Timezones now display the company timezone

• Alert when a customer record is missing an email

Fixes

• Mobile map rendering restored

• Long-term booking edge cases resolved

• Google Analytics data redaction corrected

Custom domains

Serve your booking experience from your own domain. Configure a custom domain to keep branding consistent across customer-facing flows, this includes checkout links, instant booking links and any customer facing URLs. Custom domains also allow sending customer facing emails from your own email address.

You find this under Settings > Website, This feature is still in Beta.

Gate Locks

You can now setup gate locks for locations, Lockii will automatically generate a valid code for the customer and show it before allowing customers to proceed through the pickup process. This supports PIN based locks, iOT based locks and manual codes.

Checkout and bookings

• Discount codes now apply correctly on checkout links, with proper coupon expiry handling.

• Manual total changes now apply correctly to checkout links

• Safari booking flow fixed, plus a guard for late-placed bookings.

• Date and time filtering on the bookings page behaves predictably.

• Long-term booking code issues resolved.

Customers and verification

• Improved manual customer verification.

• Alerts when a customer has no email on file.

• Document expiry tracking.

• Identity data is now stored separately.

Inventory and business settings

• Improved Move stock between locations.

• Improved battery conversions for certain GPS trackers.

• Add your business ABN and set the company timezone.

Fixes

• Resolved photo upload button behavior.

• Fixed order page nesting on the Inbox.

• Addressed delayed message delivery.