Self-service pickup lets customers collect hires on their own phone without staff on site. Lockii walks them through any required video, location instructions, safety questions, and condition photos, then reveals the lock code once pickup is complete.
Everything runs from the customer's booking link. You configure the steps once in Lockii, and every eligible booking follows the same automated flow.
Customer page: booking confirmation link, then the pickup page after the customer taps Start Pickup
Customers can tap Start Pickup when:
Their booking is confirmed and waiting for pickup
Pickup forms are enabled for your company
They have accepted your terms (when terms are required)
Any identity checks you require are complete
They are within 30 minutes of the scheduled pickup time
Before that window opens, the confirmation page shows when pickup becomes available.
When a customer taps Start Pickup, Lockii opens a dedicated pickup page and runs each enabled step in order:
Step | What happens |
|---|---|
Pickup video | Customer watches a required safety or operations video (YouTube, Vimeo, or direct link) |
Pickup instructions | Customer steps through location directions you configured, with icons or photos |
Pickup questions | Customer answers yes/no safety prompts |
Pickup photos | Customer takes guided condition photos with their phone camera |
Lock code | After pickup completes, the confirmation page shows access codes and next steps |
If you only enable some steps, Lockii skips the rest. For example, a fleet with no pickup video moves straight to instructions or questions.
Before pickup: the confirmation page shows booking details, the pickup location, and a countdown or Start Pickup button when pickup is available.
During pickup: each screen focuses on one task. Customers can go back to the confirmation page if they need to check booking details.
After pickup: Lockii marks the booking as started and returns the customer to the confirmation page with lock codes, return instructions, and any extend or support options you offer.
Photo uploads retry in the background. Customers can keep moving through the flow while earlier photos finish uploading.
If you use pickup instructions, you can include {{code}} in a step title or description. Lockii replaces that placeholder with the customer's lock code when it is available during pickup.
All pickup steps are configured in the web app under Settings → Booking Flow:
Pickup video for a required pre-pickup briefing
Pickup instructions for location-specific directions (up to 4 steps)
Pickup questions and Pickup photos for safety checks and condition records
You can also add product-specific questions on individual products when only certain item types need extra checks. See Configuring Pickup and Return Questions for setup details.
Pickup happens on the customer's phone. Staff do not need to be present for the flow to complete.
On the Lockii mobile app, open a booking and go to Forms to review pickup answers and photos after the customer finishes.
Keep pickup instructions short and visual. Use them for directions, not long policy text.
Require a pickup video only when it genuinely reduces damage or support calls.
Two or three pickup questions and one or two pickup photos is enough for most fleets.
Download the Handover Proof Document if you need pickup answers and photos in one PDF.
