Travelers normally start and stop the storage timer on their own phone. If a traveler can't do it — for example, their phone is out of battery or they have no internet — you can check the booking in or out yourself from your Partner Dashboard or the LuggageHero partner app.
Why it matters
Every booking needs both steps: check in at drop-off and check out at pick-up. If a booking is never checked out, the payment can't complete.
Check a traveler in (drop-off)
Go to Bookings and find the traveler's booking.
Make sure it is the right booking, then press Check In.
Confirm. The booking is now active, and the traveler's contact details become available.
Check a traveler out (pick-up)
Go to Bookings and open the active booking.
Press Check Out and confirm.
The traveler is charged automatically with the payment method on their booking. Hand over the bags once the booking shows as completed.
You never take payment yourself. If the booking shows Payment Failed, ask the traveler to retry the payment in the app or on their booking page — see Off-Platform Payments and Drop-Off Procedures.
Good to know
The buttons only appear when the step is possible: Check In on a confirmed booking, Check Out on an active one.
It works the same in the web Partner Dashboard and in the partner app.
If a traveler has no booking yet, ask them to scan your HeroCode to create one.