A buyer says the locker they want is not on the map. The picker only offers points that can take a parcel, so some never appear. Work through the checks below to see which case you have.
In Poland the picker offers only lockers that InPost marks as Operating. Lockers that are not launched yet or are switched off are left out, because InPost would refuse a label for them. Ask the buyer to choose a nearby locker instead.
Lockers with a BT postcode, which covers all of Northern Ireland, are never shown in the UK. A buyer cannot pick them, and a code typed by hand is not found.
Open the Points shown on the map card in Settings and read the Points on the map select.
Parcel lockers only hides pickup points such as shops.
Pickup points only hides parcel lockers.
Lockers and pickup points shows both.
Change the select if it is narrower than you want, then save. The select is only offered where the market has both kinds of point.
Choose between lockers, shops or both: Show parcel lockers, pickup points, or both.
If the buyer sees a locker they did not choose: A different locker shows up at checkout.
If no pickup option shows at all: Pickup delivery is missing at checkout.
Stuck on any of this? Open the chat in the bottom right corner of the app and we will help you set it up.
Last verified on 2026-10-19 against inpost a2e0c31e (kb-ref: find-out-why-a-locker-is-missing-from).
