A quick-reference guide for common questions about the LuggageHero partner program. For detailed guides, follow the cross-links within each answer.
This FAQ is for LuggageHero storage location managers. If you are a traveler, visit the Traveler Help Center.
How it works when a traveler arrives
What do I do when a traveler arrives to drop off bags? Ask the traveler to open their LuggageHero booking confirmation and start their storage timer. Once the timer is running, you will see a green screen — this confirms the booking is active and payment is authorised. Store the bags and take a photo for identification.
What if a traveler arrives without a booking? Direct them to scan your HeroCode QR code. They can complete a walk-in booking in under two minutes via the app or website. Do not accept bags before a booking is confirmed in the app.
What if the screen is orange instead of green? An orange screen means the traveler's payment has failed. Ask the traveler to retry their card or add a new payment method. Only accept the bags once you see a green screen. See Failed Payments for full guidance.
Can a traveler pay cash? Only if the app explicitly instructs you to collect cash — this will be shown on screen. Never request or accept cash outside of this instruction. Off-platform payments are not covered by LuggageHero's guarantee and may result in a policy violation.
What do I do when a traveler collects their bags? Ask the traveler to stop their storage timer in the app. Verify their bag photo matches the bags being collected, then hand over the bags. Payment is processed automatically when the timer stops.
Bookings and check-ins
What is my check-in ratio, and why does it matter? Your check-in ratio is the percentage of bookings in which a traveler successfully checks in via the app. A strong check-in ratio is required for SuperHero status. Using the HeroCode for every check-in improves this metric. See Dashboard → Performance to track it.
A traveler didn't collect their bags before closing. What do I do? Keep the bags secure. Go to Dashboard → Bookings → Active to find the booking and contact the traveler using the details on the booking page. If you cannot reach them, contact LuggageHero support with the booking ID.
A traveler reported an incident at my location. What happens? You will receive an automated notification. Review the incident in Dashboard → Incidents. If you believe the incident is inaccurate, you can dispute it — see Understanding and Managing Incidents for the dispute window and process.
My location isn't showing on the map. Why? This is usually caused by an incomplete setup — missing opening hours, unverified account details, or a deactivated listing. Check your pending tasks in Dashboard → Home and resolve any outstanding items. See Why Your Location May Not Be Visible on the Map for full guidance.
How do I update my opening hours? Go to Dashboard → Locations → select your location → Opening Hours. Keep these accurate at all times — inaccurate hours are the most common cause of traveler incidents. See Adjusting Your Storage Location's Opening Hours for guidance.
HeroCode and walk-ins
What is the HeroCode? Your HeroCode is a unique QR code that lets walk-in customers book on the spot without a reservation. It is the primary tool for capturing walk-in bookings and tracking your walk-in activity. It must be displayed prominently at your location at all times.
How do I display my HeroCode? Download and print your HeroCode via Dashboard → Signage, or order physical LuggageHero signage materials. To activate a physical sticker or desk stand, go to Dashboard → Signage → Activate HeroCode. See How to Activate Your HeroCode Sticker and Desk Stand for step-by-step instructions.
Do walk-in bookings count toward my earnings and bonuses? Yes. Walk-in bookings are recorded against your location and count toward your walk-in bonus progress and overall earnings. See Bonus and Incentives.
My HeroCode isn't scanning. What should I do? Check that the code is clearly displayed and not damaged or obscured. If scanning issues persist, see HeroCode Troubleshooting for common fixes, or contact support via Dashboard → Help.
Payouts and invoices
When will I get paid? Payout timing depends on your invoicing cadence. Check Dashboard → Payout → Payouts Overview to see your schedule and the status of your most recent payout. See When Will I Get My Payout? for full details.
How do I read my invoice? Your invoice shows what LuggageHero has deducted and what you are owed — your net balance in your favour. See Understanding Your Invoice from LuggageHero for a line-by-line explanation.
Why haven't I received my payout? First, confirm your payout method is set up and verified in Dashboard → Payout → Your Payout Methods. If it is verified and payment hasn't arrived, match the expected amount to your invoice and contact support with your invoice reference. See Why You Might Be Missing Your Payout and Receiving Your Payouts for guidance.
My Stripe verification is pending. What should I do? Stripe requires identity and business verification before payouts can be processed. Follow the steps in your Stripe dashboard — you may need to upload additional documents. If verification has been pending for more than 14 days, contact LuggageHero support. See How to Set Up Your Payout Method for guidance.
How does the incident fee work, and can I dispute it? An incident fee is applied when a traveler reports a verified incident at your location. You can dispute an incident fee within a set window — see Understanding LuggageHero's Commission and Fee Structure for the dispute process and timeline.
How does the commission structure work? Your earnings are calculated based on bookings processed at your location, less LuggageHero's commission and applicable service fees. The rate differs between pre-arrival bookings and walk-in bookings made via your HeroCode. See Understanding LuggageHero's Commission and Fee Structure and Calculating Your Payout for full details.
SuperHero and Hero Levels
What is the difference between HeroBasic and SuperHero? HeroBasic is the default level for all partners. SuperHero is the top tier, awarded to locations that meet all performance requirements. SuperHero locations receive a higher minimum bag guarantee, increased marketplace visibility, walk-in bonus rewards, and priority partner support.
What do I need to qualify for SuperHero? Your location must meet performance thresholds across customer rating, incident ratio, check-in ratio, and HeroCode usage. See Hero Levels: SuperHero and HeroBasic for the current requirements and the status assessment process.
Is SuperHero available in my market? Check Dashboard → SuperHero Program to see whether enrollment is available for your location.
What happens if my performance drops below SuperHero requirements? Your location will automatically return to HeroBasic, and SuperHero benefits will be suspended. Status is reviewed on the 1st of each month. You can re-qualify once your performance meets the requirements again. See Hero Levels: SuperHero and HeroBasic for details.