SantaPocket App
How can my friends/relatives receive my order for me?
Please follow the instructions below to authorize someone to pick it up for you:
➜ Open the SantaPocket app
➜ Select the order you need to receive and select “Authorize”
➜ Enter the recipient's phone number
*Note: Receiving fee is charged to the original recipient. Thank you Santa!
What are the Market, Parking, Charity, and Surprise features used for?
These are the utilities that the Santa Corp ecosystem is developing to enhance the user experience! Here, users can not only manage personal assets but also make purchases, gifts, etc. Specifically:
1. SantaMarket: E-commerce platform (Mobile and website) helps connect products sold between individuals, businesses with consumers, shortening the distance between buyers and sellers on the Santa ecosystem.
2. SantaSurprise: The program gives users the opportunity to experience products/services from reputable brands by registering and receiving gifts through the SantaPocket cabinet system completely free of charge.
3. SantaCharity: The charity feature helps philanthropists and volunteers get closer to those in need and do charity work easily and transparently.
4. SantaParking: Advanced IoT solution for modern residential and urban parking management, bringing convenience, efficiency and enhanced security to both residents and visitors. Stay tuned for new applications in the SantaPocket ecosystem! Thank you Santa!
I lost my SIM but still want to keep my account (that account still has Xu)
For convenience in use, you need to re-register another account because each SantaPocket account is associated with ONE phone number. In this case, you need to re-issue the lost SIM or register an account with a new phone number.
To transfer money from your old account to your new account, please contact SantaPocket Hotline 0974 549 066. Thank you Santa!
I have not received the goods but the system reports that the order is completed/failed?
In this case, please contact SantaPocket Hotline 0974 549 066 for support! Thank you Santa!
I used the Web version to receive the goods but it did not work?
SantaPocket does not offer PICKUP on the web version. Please download the SantaPocket app to receive your order. Thank you Santa!
▷ Download the app on IOS: https://apps.apple.com/app/id150775826
▷ Download the app on Android: https://play.google.com/store/apps/details?id=com.sugamobile.santapocket&pli=1
I can't click the "Send" button
Please check and make sure you have filled in all the required information (including: recipient's phone number, product classification, choosing the appropriate drawer size). If you still cannot click "Send", please contact Hotline 0974 549 066 for support! Thank you Santa!
I can't choose the cabinet size?
The size of the cabinet you selected has been used up. Please choose another size or send the goods to another cabinet. Thank you Santa!
I didn't place an order but got a pickup notification from SantaPocket?
In this case, please open the SantaPocket App.
➜ Go to the Order section to see the Sender's information and Order Notes (if any) to check if the Shipper sent the wrong phone number.
If you need help CANCELING your order, please contact SantaPocket Hotline! Thank you Santa!
I can't open the app, the screen keeps showing loading!
This case depends on many factors such as weak wifi signal, unstable network, please exit the application and reopen it. Make sure the SantaPocket application and phone operating system have been updated to the latest version. If you still cannot open the application, please contact the Hotline for support! Thank you Santa!
I did not receive the OTP code when registering an account?
Currently, SantaPocket supports sending OTP codes via SMS for carriers such as: Mobi, Vina, Viettel, Vietnamobile, Gtel, I-telecom, Reddi. In case you are using a mobile carrier on the above list but still do not receive the OTP code, or are not using a mobile carrier on the above list, please use another code sending method (ZNS or Voice). If you still do not receive the OTP code, please contact Hotline 0974 549 066 for support! Thank you Santa!
I am not receiving SMS notifications about new packages
- If you use more than 01 phone number, please check the phone number used to receive the goods.
- Please make sure the Sender has created a shipping order at SantaPocket and entered the correct recipient phone number.
- Check SantaPocket notification messages on Zalo or SMS of the receiving phone number
- Make sure your phone is in a state that allows receiving notifications from SMS/ Zalo/ SantaPocket applications.
- If the problem you are having is not included in the above categories, please contact Hotline 0974 549 066 for support!
- Thanks Santa!
I accidentally deleted the delivery message?
You can view detailed information about your order on the SantaPocket app homepage. Please visit the app or contact Hotline 0974 549 066 for support! Thank you Santa!
I want to Send goods without downloading the App
To send goods without downloading the application, please follow these steps:
Step 1: Open Camera/Zalo & Scan QR code on SantaPocket cabinet ➜ Select “Use Web version”
Step 2: Enter your own phone number ➜ Get OTP code and complete confirmation of Sender information
Step 3: Fill in the Recipient's Phone Number ➜ Enter a note (If any) ➜ Select Order Classification ➜ Select the appropriate drawer size ➜ Click Send
Step 4: The drawer opens automatically ➜ Send the goods in and close the cabinet NOTE: For RECEIVING GOODS, please download the SantaPocket app to receive the goods.
Thanks Santa!
I want to download and register for a SantaPocket account.
Download the app:
- Step 1: Go to App Store/ CH Play, enter “SantaPocket” in the search box
- Step 2: Select Install SantaPocket App ▷ Download the app on IOS: https://apps.apple.com/app/id150775826 ▷ Download the app on Android: https://play.google.com/store/apps/details?id=com.sugamobile.santapocket&pli=1
Register an account:
- Step 1: Enter the phone number you use to receive the goods and enter the OTP code; Accept the terms of use
- Step 2: Enter your Full Name and complete registration. Thank you Santa!
I scanned the QR code with Zalo to receive the goods but it didn't work?
In this case, please download the SantaPocket app to receive your goods. Thank you Santa!
▷ Download the app on iOS: https://apps.apple.com/app/id150775826
▷ Download the app on Android: https://play.google.com/store/apps/details?id=com.sugamobile.santapocket&pli=1
I scanned the QR code but the app shows that there is no order in the cabinet, while the shipper reported that the cabinet was sent and there was a notification from Zalo?
Please check if there are many cabinets with different cabinet codes at the place where you pick up the goods. And make sure you have scanned the correct cabinet code containing the order. In case you still do not receive the goods, please contact Hotline 0974 549 066 and provide the necessary information for support! Thank you Santa!
I scanned the QR code but it didn't work (The screen shows black/white)
Case 1: The phone displays a black screen. Please check the camera access rights in the Settings section of the SantaPocket app.
Case 2: The phone displays a white screen. Please check and update the latest version of SantaPocket on AppStore and CH Play. Thank you Santa!
SantaPocket Cabinet
Shipper mistakenly put another customer's goods in the drawer.
Please contact Hotline 0974 549 066 and provide the necessary information for support! Thank you Santa!
I accidentally closed the cabinet but did not take all the goods?
You can reopen the drawer within 30 minutes of first opening it. To reopen the drawer:
➜ Access the SantaPocket app
➜ Go to Orders
➜ Select the order to reopen
➜ Press the drawer open button NOTE: The drawer can only be reopened when no other guest has used it.
If the deadline for reopening the drawer has passed or you cannot reopen the drawer, please contact Hotline 0974 549 066 for support! Thank you Santa!
I want to select another compartment because the package does not fit the compartment I selected.
Case 1: Drawer not closed
➜ Click the "Reselect compartment size" button
➜ Select a different drawer size and close the drawer, a new drawer with the size you just selected will open.
➜ Put the goods in and close the drawer
Case 2: Drawer is closed
In case you have closed the cabinet and have not placed the package in,
Please contact SantaPocket Hotline 0974 549 066 for support. Thank you Santa!
I would like to get support to check the cabinet camera again.
Please contact SantaPocket Hotline 0974 549 066 and provide detailed information about the problem you are having for support.
NOTE: – Camera storage time is 7 days – Camera extraction results will be available within 72 working hours. Thank you Santa!
I would like help opening the cabinet to get the goods out.
The recipient must download the SantaPocket app and register an account with the phone number they are using to receive the goods. If you need support, please contact SantaPocket Hotline 0974 549 066! Thank you Santa!
Is it okay if I forget to close the cabinet when receiving the goods?
Failure to close the cabinet after receiving the goods may affect other customers. For example, first-time customers often put items into open drawers instead of creating them in the system. This leads to the following consequences:
1) The recipient will not receive notification of the order just sent nor will they be able to retrieve the order inside.
2) The SantaPocket system still records this as an empty compartment, the next tenant may accidentally open this compartment with an existing order inside and take it away. Therefore, we kindly ask you to close the drawer after receiving the goods or contact SantaPocket Hotline 0974 549 066 for support. Thank you Santa!
I scanned the QR code but the cabinet won't open
Please:
– Check the network connection of the device in use
– If the application displays a message that the cabinet is under maintenance, please wait a moment and then try again.
In case you have tried everything but still cannot get it, please contact SantaPocket Hotline 0974 549 066! Thank you Santa!
Pay
Who will be charged the authorization fee?
The authorization fee will be charged to the original recipient. There will be no fee for the authorized person. Thanks Santa!
Why haven't I seen my Xu in my account yet?
Case 1: (Copied the correct transfer content) Please wait 3-5 minutes, when you have copied the correct syntax, Xu will automatically be added to the account.
Case 2: (Do not copy the transfer content) Please contact SantaPocket Hotline: 0974 549 066 for support. Thank you Santa!
Will I lose my money if I switch to the Coin system?
From November 11, 2023, all balances will be converted from VND to a single unit of Xu at a conversion rate of 1:10. (For example: 100 Xu = 1,000 VND) About the new Xu unit:
1. The conversion rate is 1:10 (1 Xu = 10 VND); simplify 1 zero for users to easily follow (Example: 10,000 VND = 1,000 Xu)
2. Coins can be accumulated and used for other utility services in the Santa ecosystem
For more details, please visit: https://santapocket.com/tin-tuc/he-thong-thanh-toan-santapocket Thanks Santa!
I don't use e-Wallet (MoMo/VNPay), how can I top up Coins into my SantaPocket wallet?
You can transfer money according to the information in the SantaPocket application, Top Up section:
OCB Bank – Account name: SANTA JOINT STOCK COMPANY – STK: 482584
ACB Bank – Account name: SANTA JOINT STOCK COMPANY – STK: 116986
If you need support, please contact SantaPocket Hotline 0974 549 066! Thank you Santa!
I want to know how to calculate the SantaPocket locker rental fee
SantaPocket's locker rental fee is calculated as follows:
First 24 Hours: 500 VND (50 Coins)/30 minutes
Next 24 Hours: 750đ (75 Xu)/ 30 minutes
Next 24 Hours: 1000 VND (100 Xu)/30 minutes Fee is calculated from the time the order is successfully sent to the cabinet.
*Note: SantaPocket is only responsible for packages with a value of less than 2 million VND and is not responsible for the contents of each package. Thank you Santa!
I would like to be guided on how to deposit Coins into my SantaPocket wallet via Internet Banking
Please follow the steps below to deposit Coins into your SantaPocket wallet via Internet Banking.
Step 1: Open the SantaPocket app and select “Top Up”
Step 2: Select the unit price you want to top up
Step 3: Select “Bank Transfer” and follow the instructions **Please copy the correct transfer content so that Xu can be automatically loaded into your Account.
If you need support, please contact SantaPocket Hotline! Thank you Santa!
I would like to be guided on how to deposit Coins into my SantaPocket wallet via Momo
Please follow the steps below to top up your SantaPocket wallet via Momo:
Step 1: Open the SantaPocket app and select “Top Up”
Step 2: Select the unit price you want to top up
Step 3: Select “Momo” and follow the instructions
**Please choose the appropriate payment method and follow the instructions.
If you need support, please contact SantaPocket Hotline! Thank you Santa!
I would like to be guided on how to deposit Coins into SantaPocket wallet via VNPAY
Please follow the steps below to deposit Coins into your SantaPocket wallet via VNPAY:
Step 1: Open the SantaPocket app and select “Top Up”
Step 2: Select the unit price you want to top up
Step 3: Select “VNPAY” and follow the instructions
*In addition, in this section you also have other payment options such as: – Domestic bank card – International payment card (VISA/Mastercard)
**Please choose the appropriate payment method and follow the instructions.
If you need support, please contact SantaPocket Hotline 0974 549 066! Thank you Santa!
I want to extend the pick-up date (I'm traveling, busy with work, forgot to pick up the items,...)
Please ensure the requirements below to be supported to extend the time to receive goods at SantaPocket:
– Accept payment of rental amount from time of shipment to time of receipt
– The package is not instant food, fruit, vegetables, etc.
– Notify the time you can pick up the goods
Please contact SantaPocket Hotline 0974 549 066 for support! Thank you Santa!
In case the customer does not come to receive the goods (abandon the goods or leave them for more than 48 hours)
Please follow SantaPocket's pick-up reminder notification system below!
– On the app: reminder notification after 3 hours and continuously for 24 hours.
– After 24 hours from the time of sending the goods, the customer service center will call to remind you to pick up the goods.
– After 3 days, if you do not come to receive the goods, the package will be returned to the company and you will be notified via SMS/App.
Please bring your ID card/CCCD to Suga Company and prove that the package belongs to the right person to receive the goods. After 1 month, the package will be destroyed if you do not come to receive it.
What are coins used for?
Coins will be used to pay for pickup and shop with other SantaPocket features in the future.
From November 11, 2023, all balances will be converted from VND to a single unit of Xu at a conversion rate of 1:10.
Specifically, in the case of Account A: 21,500 VND corresponds to 2,150 Xu. Thank you Santa!
Other questions
What is the product warranty policy?
SantaPocket delivery cabinets will be warranted for 1 year for all defects originating during the manufacturing process.
You can refer to the page Terms & Conditions for more details!
What is required to install a SantaPocket cabinet?
Currently, SantaPocket has 3 main forms of cooperation including: - Buying cabinets - Renting cabinets - Providing placement locations For more information about cooperation, please contact:
– Email: info.santapocket@suga.vn
– Hotline: 0974 549 066
Thanks Santa!
Does the cabinet work when there is a power outage?
In case of power failure, the refrigerator will continue to operate for 2-3 hours thanks to the internal backup battery. Thanks Santa!
What if the deadline has passed and I still haven't received my order?
– After 72 hours, the customer receives a call and/or text message informing them that the order is about to be withdrawn. The customer has 24 hours to respond to Santa’s message or pick up the goods directly. After 24 hours, if there is no response from the customer, Santa will have the staff record the order information and collect it back to Santa’s office.
– Within the next 30 days, SantaPocket's customer service department will contact the customer at least once (Call directly and/or text via phone number/Zalo).
**In case the recipient cannot be contacted: Leave an SMS message informing that the package will be canceled within 24 hours if there is no response from the package owner by the 30th day. In case the customer can be contacted, but the customer does not want to receive the package and agrees to cancel: ask the customer to confirm "Agree to cancel the package" via SMS/call to Santa.
**In case of wanting to receive the order back, the customer is required to pay the rental fee within 72 hours according to SantaPocket's fee schedule & pay the fee to return the package to the customer's desired address. (If the customer has more than 1 package, the rental fee and shipping fee will be charged only once to support the customer). The order will be returned FREE of charge if combined with Santa's next nearest collection/maintenance schedule.
**Note: For food items, SantaPocket only holds them for a maximum of 24 hours. Santa will notify customers via the app to continuously pick up the items. After 24 hours, if the recipient cannot be contacted or the food order has not been received, SantaPocket will take the order out of the cabinet to ensure hygiene for other users. This term only applies to fresh/ready-to-eat items that need to be used on the same day. For dry foods, SantaPocket staff will return the items according to the information on the package to the customer. Thank you Santa!
What are the regulations on goods stored in lockers?
– SantaPocket is only responsible for valuable packages. under 2 million dong and verified that the lost package error originated from SantaPocket.
– SantaPocket is not responsible for the contents of each package.
For details, please see the Terms of Use on SantaPocket's official website: https://santapocket.com/dieu-khoan-su-dung Thanks Santa!
Is SantaPocket weatherproof when placed outside?
In case the SantaPocket cabinet is placed outdoors, it will need to be covered to avoid being affected by the weather. Santa often prioritizes locations that are not affected by the weather (Lobby/ Basement/ ...) to ensure that the electronic circuits and packages inside the customer's cabinet are not affected. Thank you Santa!
I want to put the goods in the locker before going to work to wait for the shipper to pick them up later?
Please follow the instructions below to send goods to Shipper:
Case 1: You are responsible for the cost of using the cabinet.
➜ Open the SantaPocket app
➜ Select Rent
➜ Scan QR code and send goods to the cabinet
➜ Authorize the order to the shipper.
Case 2: Shipper is responsible for the locker usage fee.
➜ Open the SantaPocket app
➜ Select Rent
➜ Scan QR code and send goods to the cabinet
➜ Call SantaPocket Hotline to change the recipient's phone number to the shipper's number.
*Note: Shipper needs to have the SantaPocket app to receive the goods. Thank you Santa!
I want to buy SantaPocket cabinet
For more information, please contact SantaPocket Hotline 0974 549 066 to receive a quote. Thank you Santa!
I want to change the color and design of the SantaPocket cabinet to match my own brand or company. Is that possible?
SantaPocket delivery cabinets only change paint color upon request when Partners BUY CABINETS with a minimum quantity of 5 cabinets or more. Please contact Santa Hotline to learn more about how to cooperate. Thank you Santa!
I want to rent a SantaPocket delivery locker
For more information, please contact SantaPocket Hotline 0974 549 066 to receive a quote. Thank you Santa!
Is the SantaPocket regularly cleaned?
SantaPocket cleaning service: at least once a month. Note: Do not use cleaning tools/solutions containing petroleum-based ingredients on the cabinet, such as Acetone. Because these are substances that can damage the painted surface of the cabinet. Thank you Santa!
How many languages does the SantaPocket app support?
SantaPocket currently supports 2 main languages: English & Vietnamese. Thank you Santa!
