After booking, customers use the pickup flow to collect their item. They follow guided instructions on their phone, complete any required steps, and receive a time-limited lock code to access their hire.
Customer URL: https://book.lockii.app/{your-company}/pickup/{orderId}
Configure: Settings → Booking Flow
Customer receives a confirmation email/SMS with a link to their booking
At pickup time, they open the pickup page on their phone
They read location instructions and complete any pickup questions or photo requirements
Once complete, their lock code is revealed
They enter the code on the smart lock to access the item
After booking, customers land on their confirmation page (https://book.lockii.app/{your-company}/confirmation/{orderId}). When pickup is available, they tap Start Pickup to open the pickup wizard. The button stays disabled until any required identity, insurance, or terms steps on the confirmation page are complete.
Lockii keeps booking details fresh on the confirmation page in the background, so customers can return to it after pickup without stale information.
If the hire location has an access lock configured (see Managing Locations), customers follow a two-step flow:
Location Access — customer opens the access page from their confirmation link and receives a site access code to unlock the gate or entrance
Pickup — after entering the site, they continue to the pickup wizard for their item's lock code
Lockii routes customers to the access page automatically when a location has an access lock assigned.
Lockii records when a customer agrees to your terms and privacy policy on the confirmation page. Pickup stays blocked until that agreement is on file for the customer on the booking.
Customers review the full terms document and confirm before Start Pickup unlocks.
Lockii logs a terms agreed event on the booking activity timeline.
Staff can click that event to open a terms proof PDF with the accepted text, customer details, and timestamp.
If you assign a different customer to a booking after terms were already agreed, Lockii clears that agreement. The new customer must agree to terms on the confirmation page before pickup unlocks.
This keeps the signed terms tied to the person actually picking up the item.
From the booking activity timeline, staff can:
Open the terms proof PDF for any terms agreed event
Invalidate the current agreement when you need the customer to sign again (for example after a major booking change)
Configure your terms under Settings → Preferences → Customer checkout terms. See Company Settings Overview for the full setup guide.
Lockii now separates pickup steps from return steps. Pickup questions and photos only appear during the pickup flow. Return questions and photos only appear when the customer returns the item.
At pickup, customers may see:
Pickup questions — yes/no acknowledgements (for example safety checks or condition confirmations)
Pickup photos — guided camera steps with short labels (for example "Front of trailer")
Configure company-wide pickup steps under Settings → Booking Flow in the Pickup questions and Pickup photos sections.
You can also add product-specific pickup questions on individual products. These appear after your global pickup steps for bookings that include that product. See Configuring Pickup and Return Questions.
Customers capture each required photo through the in-browser camera on their phone. Photos upload in the background while they continue through the pickup wizard.
If an upload fails after automatic retries, Lockii reopens the camera for that photo step. The customer captures the image again and Lockii replaces the failed upload with the new one. Start Your Booking stays disabled until every photo has uploaded successfully.
Large gallery photos (for example HEIC images from an iPhone) can take longer on slow connections. Lockii allows extra time for these uploads before asking for a retake.
Codes are generated automatically when a booking is confirmed (for iglooHome locks).
Codes only work during the booking period (rounded to the hour for iglooHome).
If identity verification is required, the code stays hidden until verification is complete. Customers verify on their confirmation page, then Lockii sends them to a dedicated verification page (https://book.lockii.app/{your-company}/verification/{orderId}) while the result is confirmed. See Connecting Stripe Identity.
If insurance verification is required, the code may be hidden until the customer verifies their policy on the confirmation page. See Connecting Insurance Verification.
Operators can view codes in the booking editor at any time.
Site access codes and item lock codes are separate. Customers may need both at locations with gated entry.
Terms and privacy policy — under Settings → Preferences → Customer checkout terms. Lockii appends your privacy policy to the terms document customers sign.
Pickup instructions — how to find the item, parking, etc.
Pickup questions — safety questions or acknowledgements customers answer at pickup
Pickup photos — condition photos before hire
Product-specific questions (optional) — extra pickup or return steps for specific product types
Lock assignment — each stock unit needs a connected iglooHome lock
Site access (if applicable) — access lock and access details on the location
Communications — ensure pickup messages include the pickup link
Test the full flow yourself: book, agree to terms on the confirmation page, tap Start Pickup, and use the code.
At gated locations, test both the site access code and the item lock code.
Keep pickup questions short. Two or three questions is enough.
Lockii warns you when you add more than four photo steps in a phase. Extra photos reduce completion rates.
If a customer cannot see their code, check identity verification, insurance verification, terms agreement, and booking dates in the booking editor.
If you swap the customer on a booking, have the new customer open their confirmation page and agree to terms before they try pickup.
