Purpose: This article explains what to do when a receiver has not received their pickup code for a parcel that is already at a locker.
Short answer: The fastest solution is for the receiver to contact the carrier directly. The carrier can resend the pickup code straight to them. Sendcloud can also request this on their behalf, but the code will still be sent to the receiver, not to Sendcloud.
Explanation: The pickup code is sent by the carrier to the receiver once the parcel is ready for collection. If the code was not received, the carrier can resend it.
In most cases, the quickest path is for the receiver to contact the carrier directly. Some carriers also have an app where the receiver can file this request more easily. If that is not possible, Sendcloud can contact the carrier to request a resend, but note that the code will always be delivered directly to the receiver.
If the issue continues, please contact Sendcloud support.