Searching for a Missing Package

Searching for a Missing Package

Resident Name
Unit #
Tracking # (recommended)
Date package was delivered

  1. Gather as much information from the resident as possible.
  1. From the Portal, click to open the Main menu, then click Packages.
  2. Clear any existing filters, such as Assigned - True, Smart Package Room - Smart Package Room, or Status - Checked in, by clicking the white X inside of each blue box.
  3. Enter the Residents Name or Unit # in the Search field. This will show a history of all packages from this recipient or unit number.
  4. Click on Check-in Date to sort the list of packages by their delivery date.
  5. Hover your cursor over each package's Check-in Date column to display the timestamp. 
  6. If you think this is the package, click anywhere on this line, except do not click on any blue text. If you clicked on this entry properly, you should be brought to the Package Detail screen.
  7. In this screen, note the package's Last Checked In, Last Checked Out, and Last Location.
  8. At the top, click Timeline or scroll down to the Timeline section. This shows you a detailed history of events involving this package.
  9. Scroll further to see the Surveillance section for this package.
  10. Click the Source dropdown to see a list of your cameras and modules.*
  11. Click all entries under Room View, and click the shelf you noted as the Last Location under Shelf View. You can also refine the time period using the Date From and Date To buttons.
  12. Click the Search button to search for surveillance. This is a blue button with a white magnifying glass.
  13. The blue bar is for Room surveillance, and the orange bar for Shelf activity. Click along the timeline to find times throughout the day. Each rectangle on the line indicates a time there was motion or activity.
  14. Use the Left and Right Arrow Keys on your keyboard to play your surveillance, frame by frame. Hold the arrow key on your keyboard to fast forward or fast rewind.
  15. Using the Shelf View orange bar, identify when the package left the shelf. Compare the Shelf View photo to the Last Location photo at the top of the page.
  16. When you find this moment on the orange timeline, check for a Check Out: Package Detail button. If it's there, click it. This will open a new tab and show you who was logged into the room when the package was moved. Return to the previous tab after this.
  17. After finding the correct moment on the orange timeline, click immediately below it on the blue Room View timeline. Check the timestamp to make sure it is still correct. This will now show room surveillance during the moment that the package left the shelf.
  18. Scroll through the Surveillance using your Arrow Keys on your keyboard.
  19. Using all information collected above, determine what happened to the package.

*Source dropdown in the Surveillance menu may take up to 3 minutes to load. If nothing is there, please refresh the page and wait up to 3 minutes.

For detailed instructions with images and to download SPR Guides, see the Reference Documents in the Knowledge Base.