FAQ Online services

FAQ AllesPost

Online services

Click here to order AllesPost for a year.
Use AllesPost to decide who will deliver your parcels.
When you shop online, you usually do not get to choose the shipping company that the online shop uses. With AllesPost, you will receive all items from Österreichische Post at the quality level you are used to, no matter which parcel service was originally used to send you item.
 
If you purchase the AllesPost service, we will send you a special AllesPost address. You can then use this address as your delivery address for receiving merchandise, e.g., from online shops. Österreichische Post will receive your parcels at the AllesPost address from other providers and will then deliver them to you.

This service can be used for all merchandise.

The following exceptions apply:

  • Items that are too large: maximum length 200 cm and maximum girth 360 cm (= length + circumference) 
  • Items that are too heavy: maximum 31.5 kg
  • Declared value higher than EUR 510
  • Items that include payments to the delivery person (cash-on-delivery, customs, etc.)
  • Items with hazardous goods (see our GTC  for sending hazardous goods)
  • Registered mail
  • Items that the sender must receive personally (e.g., mobile phones with a contract that needs to be signed)

Items with one or several of the characteristics mentioned above, advertising mail (e.g., catalogues) as well as damaged items will not be received.

Please note: AllesPost has exclusively been created for receiving merchandise. Therefore, your AllesPost address may only be used as a delivery address. It may not be used as an invoicing address or delivery address for letter mail.

Please note: use your AllesPost address only if your item is not time-sensitive. There might be delivery delays (please see "Will I receive my items just as swiftly if I have them sent to my AllesPost address?")

  • 3-month subscription: EUR 14.90 incl. VAT
  • 12-month subscription: EUR 39.90 incl. VAT

New clients have the option of trying AllesPost free of charge. All you have to do is go to post.at/allespost to request a coupon code for a free 3-month subscription.

Our AllesPost subscriptions have been created for private clients and are only intended for standard personal use.

The amount of included parcels depends on your standard personal use. Here is what we understand by this:

  • 3-month subscription: approximately 45 parcels
  • 12-month subscription: approximately 180 parcels

Minor deviations from this parcel volume will have no consequences and there will not be an additional charge for you. However, we kindly ask you to make sure you to not exceed these limits.

AllesPost subscriptions may not be used for commercial activities and they may not be shared with other persons. We reserve the right to cancel individual AllesPost subscriptions in the case of misuse.

    No. As a matter of course, it is up to you to decide which items you would like to have delivered to your AllesPost address.
    The shipping company will deliver your AllesPost items to your AllesPost address and Österreichische Post will deliver them to you. This process might result in a delivery delay of 1 day or a maximum of 2 days.
    AllesPost is available for all known Austrian addresses and can only be ordered online.

    A known address is any address for which you will receive a suggestion after entering it in the "My data" field.

    Please note: it might take a while until new addresses, e.g., addresses in a new building, are listed in the system.
     
    AllesPost can only be used for domestic addresses. It also needs to be a valid and known address (see "Where is AllesPost available?" ). Please follow the instructions provided in the error message and start by going to "My data" to make sure you have entered the correct address.
    One of the greatest benefits of AllesPost is that you can combine it with all our online services. Finally, thanks to an AllesPost subscription, you will be able to benefit from all our convenient delivery services for your orders. For an overview, please visit post.at/meinpaket.
    Can I use the forwarding service for items addressed to my AllesPost address?
    Your AllesPost address can be used for all mail-order companies. In exceptional cases, some mail-order companies might not support this service. In that case, please contact the mail-order company in question.
    You can renew your AllesPost subscription at any time within one month before its expiration. We will e-mail you about this ahead of time. If you decide not to renew your subscription, please make sure to remove your AllesPost address on all online platforms before the subscription expires. After your subscription expires, items sent to your AllesPost address will no longer be delivered.

    Absolutely. You can cancel your subscription whenever you like. But please note that 
    there is no need to cancel your AllesPost subscription. 

    • If you no longer want to use this service, all you have to do is stop using your AllesPost address as your delivery address.
    • After cancelling your AllesPost subscription, make sure you remove your AllesPost address as the delivery address for all senders. If you cancel your subscription, we will no longer deliver items to your AllesPost address.
    • You always have the option of getting a new subscription after you have cancelled this service.
     
    If you have provided your AllesPost address as your delivery address, the shipping company will deliver it to this delivery address. In this case, the delivery address is your AllesPost address which we use to get your items to you according to your specifications.

    We will e-mail you your AllesPost address along with important information about how to use it. Any deviation might result in our not being able to match your items to you and we would not be able to deliver them correctly. Against this background, please follow the instructions below:

    Your AllesPost ID for correctly matching your items to you. Therefore, please enter this information in an appropriate field of the delivery address, e.g., "company", "additional address line", "c/o", "address 2", etc. The name of the field will vary depending on the online shop. If such a field does not exist, you have two options:

    • Some online shops allow you to use the "street number" field for the street number and the door number together and the "staircase/door" can be used for your AllesPost ID.
    • Use the field "title".
    • If you do not see an appropriate field, please enter the AllesPost ID into the name field before your first name.

    If entering the street and door number using the "1/1" format is not allowed, please use "1 door 1" format.

     

    "There are some items that Österreichische Post cannot process and can therefore not accept (see "For what items can I use this service?).

    Your AllesPost address is inherently associated with your name and address. When this information changes, you might need a new AllesPost address. In exceptional cases, we might have to change your AllesPost address for organizational reasons. If your AllesPost address changes, please make sure to update it for all online shops.
    You cannot post return items from third-party providers at Österreichische Post. This is also true for items delivered by Österreichische Post through the AllesPost service. Please use the return label provided by the sender and follow the instructions provided.
    It an item from a third-party provider delivered through AllesPost needs to be returned to the sender (e.g., because the recipient refused to receive it, because the item was not picked up, etc.), we have to rely on your providing us the correct return address. Until then, we will hold the item in our storage facility. As a matter of course, we will e-mail you to let you know.

    If the item includes a return label, we will send it directly back to the sender. If this is not the case, we have to rely on your getting in touch with our Österreichische Post customer service centre and providing a European address (excluding overseas territories and areas that are not part of the EU customs and fiscal area such as Greenland, the Canary Islands, Ceuta, Melilla, the Channel Islands, etc.) for returning it to the sender. We will not charge you for this.
     

    It is up to you to decide what we should do with your item. You have the following options:

    • Return to sender: if you would like to use this option, please provide a correct return address (see "Are returns possible with an AllesPost subscription?")
    • We will charge for delivery to any valid address in Austria.

    In that case, please contact our Österreichische Post customer service centre to let us know it is an AllesPost item:

    • Call us at 0800 010 100
    • You can also use our contact form on our web site: post.at/contact
     

    You can order AllesPost for your primary or secondary address. If your primary or secondary addresses changes, you can go to your Österreichische Post account to update the information under "My data". This will change your AllesPost address because it is automatically matched with the new data. In this case, your new AllesPost address will automatically be sent to you via e-mail. Please do not forget to update this address in all online shops from which you usually order.

    If you have an AllesPost subscription for your secondary address and you would now like to turn this address into your future primary address, please contact our Österreichische Post customer service at post.at/kontakt to cancel your AllesPost for your secondary address. Our customer service will be happy to look into any partial reimbursement options.


    We will update your primary address in your Österreichische Post account  (under "My data") and you can then order a new AllesPost subscription by going to allespost.at.

     

    As a matter of course, you can always update your name in your Österreichische Post account by going to "My data". Any name change might affect your AllesPost address, which is automatically adapted to new data. In this case, you will automatically receive your new AllesPost address via e-mail. Please do not forget to update this address in all online shops from which you usually order.

    Please note: if your identity has been verified, changing your name is only possible by contacting our Österreichische Post customer service at post.at/kontakt.

     

    FAQ Registering

    Online services

    Registration is required in order to ensure the high security standards for the use of Österreichische Post online services. As a registered client, you can use all offerings in our online shop from the comfort of your home, which will save you time and trips to the postal branch. Once your registration is completed, you will also have access to numerous online services.

    To register online, please click here.
    Both private persons and business clients can register.

    Once you have successfully registered, we will e-mail you your customer number. You also have the option of checking your customer number in your Österreichische Post account under "My profile".

    You can change your address at any time by going to the "My profile" section and clicking on "Change address(es)".

    FAQ identification

    Online services

    Depending on whether you are a private person or a business client, the following identity verification options are available: 

    • Private persons
      As a private person, you have the option of proving your identity via video chat or using your mobile phone signature. You can also get your identity verified by our Österreichische Post customer service or at any Österreichische Post service location. For the identity verification process at any Österreichische Post service location, please bring a printout of your registration form.
    • Business clients
      As a business client, you can get your identity verified at any Österreichische Post service location, via the Österreichische Post customer service or by your customer advisor. In addition to a valid picture ID, you will need a registration as a business client in any official register (e.g., excerpt from the company register or from a commercial or association register).

    For additional information about the identity verification process, please click here.

    Identity verification for your Österreichische Post account is now also available through our Österreichische Post customer service:

    • Create your account on post.at
    • Complete the contact form
    • Our Österreichische Post customer service will review your documents, verify your identity, and inform you via e-mail

    For additional information and other identity verification options, please click here.

    You can request your mobile phone signature at Österreichische Post. For detailed information, please click here.

    You will need a valid ID. We accept the following IDs: passport, EU identity card, Austrian EU driver's licence (credit card format, issued in or after 2013).

    We need to verify our clients' identity in order to ensure that online orders are safe, confidential, and personal. All clients whose identity has been verified will be able to use all Österreichische Post online services from the comfort of their home.

    To verify your identity via the contact form, please proceed as follows:

    • Complete the contact form
    • Please upload the following files: a photo (selfie) with your ID as well as a photo of your ID (front and back of your identity card, passport or Austrian EU driver's licence in credit card format issued in or after 2013).
    • In the entry field "Message", please enter your date of birth and the customer number for your Österreichische Post account 
    • Our Österreichische Post customer service will review your documents and handle the identity verification process
    • We will send you an e-mail confirmation
    Several identity verification options are available. For detailed information, please click here.

    FAQ Online identification

    Online services

    Online identification means that we will verify your identity via video chat. To do this, you will need a valid ID. The identification process will take approximately 4 to 5 minutes. This service is free of charge.
    During the online identification process, you will be entrusting WebID Solutions GmbH with verifying your identity via video chat. Therefore, you will need to accept the GTC and the data protection policy of WebID Solutions GmbH.
    After your identity has been successfully verified online, you will be able to use all Post/on services by Österreichische Post immediately.
     
    The company WebID Solutions GmbH is based in Germany and is the leading provider of legally compliant identity verification via video chat.
    1. You will need a device (e.g., a computer, laptop, or tablet) with an internal or external webcam (camera) and microphone
    2. An Internet browser that supports WebRTC (a protocol for secure video transmission). Once you start the online identity verification process, you will automatically be informed if your browser has the required specifications.
    3. A stable Internet connection
     
    Please sign in to your Post/on account by going to www.post.at/login and click on identification (e.g., in the "my data" section). Then, please choose the identification option "online identification".
    1. Choose identification via your Internet browser.
    2. Enter your mobile phone number to receive the TAN (transaction number). Confirm that you have a valid ID handy and accept the GTC and data protection policy of WebID Solution GmbH.
    3. Start the video chat and tell the employee of WebID the transaction number you have received. He or she will guide you through the online identity verification process.
    4. To prove your identity, you must show him or her your ID. A picture will be taken of your face and of your ID.
    5. You will then receive a TAN via text message. Enter the TAN into the dedicated field and click on the "Confirm TAN" button.
    6. This concludes your online identity verification process.
     
    You can use a valid personal identity card (credit-card size) or a valid passport.
    No, the online identity verification process is only possible with a valid ID.

    An Internet browser that supports WebRTC is required; this is needed for the secure and encrypted video transmission. Among others, you can use

    If you use the Safari browser, you will have to download a WebRTC plugin.

    • Have one of the employees of WebIT send you a new TAN.
    • If you cannot enter the new TAN either: try deactivating Javascript in your browser. As an alternative, send an e-mail to service@webid-solutions.de.
     
    • Transmission rate: Use this speed test to check your transmission rate. Ideally, it is 500 Kbit/s or more. Try stopping any active downloads or uploads as well as automated updates or any active Bittorent client (e.g., file sharing), e.g., by using the Windows task manager.
    • Indirect connection: This might be a restrictive firewall that is routed between two computers via an intermediate station. This affects the transmission rate.
    • Light conditions: Make sure you are in a brightly lit room during the video chat. Ideally, you will have a source of light behind you.
    • If your webcam is connected to your device via USB: Remove all devices that you are not using at this time. As an alternative, try using a different USB port for your webcam. If your webcam is connected to a USB hub, it might help to connect it directly to your computer's USB port.
    • Firewall or virus scanner: Adjust your settings, if necessary.
    Österreichische Post will store your proof of identity on a server in Austria.

    WebID stores data exclusively on servers in Germany. They use an encryption procedure for added security.
     
    • When starting the video chat, you agree to Österreichische Post's sharing some of your data (title, first name, last name, mobile phone number, IP address, date of birth) with WebID. To be able to use the online identity verification process, you have to accept WebID's GTC and data protection policy.
    • WebID will use the received data once for identification purposes. WebID will store data collected during the online identity verification process (e.g., headshot, picture of the ID) pursuant to the company's GTC. You can object to this data storage via e-mail.
    • WebID will forward identity-related data collected during the identity verification process to Österreichische Post. We will store these data as a proof of identity for as long as you have an Post/on account.
     

    WebID guarantees that your data are secure by using an encryption procedure that meets the highest technical standards. This makes sure that your personal data are fully encrypted:

    • during data transmission from Österreichische Post AG to WebID
    • when editing them during the identification process
    • when saving the data
    • when forwarding identification data to Österreichische Post AG

     
    Yes. If you partially or fully revoke your consent to the collection, processing, and use of your identification data with future effect, WebID will block your data to the extent requested by you for any later use and will delete them immediately after the statutory storage period is over. To do that, please send an e-mail to service@webid-solutions.de.
    Yes, you can delete your Post/on account anytime. To do that, please log on to sign in to www.post.at and go to "My data" and click on "Delete registration".

    FAQ Login

    Online services

    In case you forgot your password for your Österreichische Post account, no problem. You can reset it by clicking on "Did you forget your password" in the login window. On the next page, please enter your username/e-mail address and click on "Reset password". We will then send an e-mail to the indicated e-mail address. Please check your e-mail and your spam folder and open the e-mail. Click on the link for resetting the password. On the following page, you can choose a new password. To complete the process, click on "Change password".

    If several invalid login attempts are made in a short period of time, the login will be blocked for a few minutes, after which you can once again log in.

    Please note that your username is the e-mail address you indicated when you registered on post.at. If you no longer know this address, please contact our Österreichische Post customer service.

    You can change your password at any time by going to "My profile" and clicking on "Login & settings". If you do not know your password, you can use the link "Did you forget your password" in the login window to reset it.

    FAQ E-letter

    Online services

    Go to the login area, click on forgot password and enter your user name. You will shortly receive an e-mail with a link to restore access to your account.

     
    Your e-mail address is also your user name. If you forgot it, please go to www.post.at and click on the field "forgot user name".
    Some e-mail clients do not recognize online addresses with line breaks as URLs and display them as normal text. To solve this problem, Mozilla Thunderbird offers an add-on for download.

    Sign in to www.post.at and go to "My profile" to see your data.

    The reasons for this might be the following: you might have a new e-mail address and have not updated it in the e-letter settings.
    Or the sender address of Österreichiche Post AG is considered spam.
     
    Please register on  www.post.at and sign in with your login data at e-brief.at to request an activation code.
    You will receive a letter with an activation code. Please enter this code on the web site. This will confirm your address and your e-letter letterbox will be ready to receive mail. You will then receive items from the companies you have selected in digital format.
    As an existing Post/on client, the e-letterbox is part of your Post account. After you have signed in, you will see if your e-letterbox is ready to receive mail.
     
    Go to e-brief.at to sign in and enter your activation code. Your e-letterbox will then be ready to receive mail.

    Österreichische Post app


    How to confirm your address in the Österreichische Post app: choose the menu item "E-Brief" and sign in with your Post account data. Under address confirmation, please enter your activation code for the address provided by you.
     
    Your e-letterbox can hold up to 500 items. You can delete items as needed. They will remain in your letterbox until you delete them.
    No. We do not deliver official RSa and RSb letters to your e-letterbox because this is not permitted by law.
    Go to oestereich.gv.at to activate the government delivery service.
     
    No. Your e-letterbox will be free of unaddressed advertising.
    No. The e-letter service is free of charge for recipients.
    No. We do not scan e-letters. Such letters and invoices from companies are sent to Österreichische Post electronically. We then check the delivery option chosen by the client. Items are either delivered to clients digitally as e-letters to their e-letterbox or as traditional letters to their letterbox.
    No. E-letters are not e-mails. These items, e.g., documents, contracts, or invoices, are sent electronically to Österreichische Post and are then delivered as e-letters to your e-letterbox.

    In addition to being convenient and swift, e-letters come with another decisive benefit: security. Sending sensitive documents or recipient data via e-mail is not a secure process. For e-letters, this information is deposited on a secure portal, a so-called e-letterbox.
     
    E-letters are PDFs that you can download anytime you choose.
    Go to e-brief.at to sign in. Under user name, click on "Personal information". Scroll all the way to the bottom of the page and click on "Deactivate delivery".

    You will no longer receive digital items in your e-letterbox. However, you will still have access to e-letters that are already in your e-letterbox.
     
    No. You can decide for every company if you would like to receive their items digitally, i.e., as e-letters or as traditional letters. Please note that you can only receive e-letters from companies that are connected to this system.
    In the sender list, you can choose from which companies you would like to receive e-letters or traditional letters. For all senders, the default option is e-letter.

    If you would like to receive traditional letters, please choose the sender, go to "edit" and uncheck the box that says "delivery to e-letterbox". Click on "save" and you will start receiving your items as traditional letters from this specific sender.

    On the list, the sender name will appear gray and not black.
     
    Yes. In the basic settings, delivery as e-letter is the default option for all senders.

    You can go to the sender list to change the delivery option to traditional letters for specific senders.
     
    More and more companies are using the e-letter option and the sender list is growing. To see an updated list of all available senders, please see the menu item "Senders" in your e-letterbox.
    Companies will send letters (e.g., contracts or invoices) to Österreichische Post electronically. These items are then either delivered to the e-postbox in digital format as e-letters or as traditional letters to your letterbox.
    While the transmission of sensitive documents and addressee data is not secure when using e-mails, the e-letter service deposits such data in a security-approved portal, the e-postbox. 

    FAQ E-notifications

    Online services

    The e-notification is the electronic version of the yellow slip. It contains the pick-up code and entitles you, together with your official photo ID, to pick up the parcel at the post office or pick-up station.
    It is used whenever your parcel is brought to a post office or pick-up station. 
     
    1. You always know immediately when your package is ready for pickup.
    2. You always have the e-notification with you on your smartphone.
    3. You can pick up your parcels directly without having to get the yellow slip from home.
    4. To authorize another person to pick up, you can forward the e-notification to them.
       
    E-notifications are free of charge.

    There are two options for e-notifications:

    • via e-mail
      The e-notification will be sent to the e-mail address that the sender has given us or that you have entered in your postal account.
    • via the Österreichische Post app
      All e-notifications will be displayed in the Österreichische Post app under "My items". You can also go to the settings of your Österreichische Post app to activate push notifications about status changes.
     
    Yes. In addition to an e-notification, you will also receive the yellow notification you are familiar with, which will be placed in your letterbox as usual. You can use this yellow notification to pick up your parcels as you have done in the past. If you no longer need the yellow notification for pickup, you can dispose of it.
    Yes, you can still pick up your parcels with the physical yellow slip from the branch or pick-up station. 
    No, the e-notification in electronic form on your smartphone is sufficient to pick up the package at the branch or pick-up station.
    You can always forward the e-notification to a person you trust, thereby giving them the authorisation to pick up your parcel. For pickups at postal branches, an official photo ID is required.
    Registration is recommended, but not mandatory, in order to receive the e-notification, provided that the sender has sent us an e-mail address.
    The advantage for registered customers is that even if no e-mail address was transmitted by the sender, the existing electronic data is compared with the registration data of the postal account (e.g. name and address). If the data match is positive, the e-notification can be sent to the e-mail address stored in your Post Account and displayed in your Post App. This allows us to clearly assign your parcels to you and send the e-notification.
    The matching between the data of your postal account and the shipping data (name and address) is necessary to correctly assign the packages. If the two sets of data match, an e-notification is sent.
    Many senders send us item-related data electronically (name and address or more) to ensure correct and swift delivery. This information is used only for delivering your item and will not be shared with third parties.

    You will receive the e-notification for all packages for which either the sender has provided us with an e-mail address or a data comparison of the shipping data with your registration data was positive (see "Why is the data crosscheck necessary?"). Since data matching can only be performed for registered Post customers, we recommend registering to receive an e-notification for all parcels. 
    For private parcels, no e-notification can be triggered due to missing shipping data, unless the parcel was sent with the  parcel stamp online.

    Yes, you can also use the e-notification service without the Österreichische Post app. You will also receive the e-notification by e-mail to the e-mail address provided by the sender or, in the case of registered Post customers, to the e-mail address stored in your Post account. You can find your current e-mail address in your Post account under "My data".
    Many shippers transmit shipping data exclusively for parcel shipments. However, this information is a prerequisite for e-notifications (name and address at the least).

    FAQ Collection service

    Online services

    You can order our collection service until 11:59 p.m. for the following business day.
    No, you can order the collection service as a guest. However, having an Österreichische Post account offers many benefits. Among others, it allows you to save information for future orders.

    Our collection service is only available for items for which postage has been paid, either with a parcel stamp purchased online or with a return label. Effective immediately, prepaid wine parcels with prepaid postage are also covered by our collection service.

    Have your items picked up as per your request. This service is inexpensive and convenient. We will pick up your parcels on the following business day.
    Our collection hours are Monday through Friday (business days only). When placing your order on post.at/abholservice you will see the time slot in which we will collect your mail. Please request the collection on the previous day before 11:59 p.m. for collection on the following day (e.g., request it on Monday for collection on Tuesday).
    Our collection service is available anywhere in Austria. As a collection address, you can choose the main or secondary address registered in your Österreichische Post account or a new address.
    Private and business clients can go to post.at/abholservice to order our collection service for up to 5 items per day. This service can also be ordered without an Österreichische Post account. However, an Österreichische Post account offers many benefits, e.g,, it allows you to save your entries for future orders.

    Please note that our collection service is only available for return items, prepaid wine parcels and items with parcel stamps. All other products are not eligible for our collection service.

    Our collection service (for up to 5 items) costs EUR 2.90 (including VAT). You can be sure your items will be picked up on the following business day (Monday through Friday).

    Currently, our collection service can be requested on post.at/p/a/abholservice. We are working on offering this service via the Österreichische Post app as well. Clients with an Österreichische Post account will receive information via e-mail.

    Our collection service is available for the following items:

    • items with parcel stamps
    • return items to online retailers with a return label
    • Hermes return items with a return label
    • prepaid wine parcels with prepaid postage

    The maximum number of items for our collection service is 5.

    Unfortunately, our collection service cannot be changed or cancelled.
    Österreichische Post will e-mail an order confirmation. After we have collected your items, you will receive an e-mail notification with detailed information, e.g., the tracking number for the collected item.
    In case we were unable to collect your items (e.g., if there was no item to collect, if nobody was home or if the address was incorrect), we will also e-mail you a notification.
     

    FAQ Parcel forwarding

    Online services

    This service is free of charge. Just order it to have your parcels conveniently forwarded to the desired delivery address.
    This is a great option for those who work full time or are rarely home. You get to decide to which pick-up kiosk or postal branches your parcels will be delivered. This could be a postal branch close to where you work, on your way home or a pick-up kiosk that is open 24/7. This service is also available in a different province, e.g., if you live in Mödling, you can pick up your parcels in Vienna.

    Instead of the “yellow notification“, you will be notified electronically and your parcel will be ready for pick-up immediately.
    1. You can decide where you would like to receive your parcel in case you are not home at the time of delivery.
    2. Use our preferred delivery day to have it delivered on the day of your choice.
    3. We will send you an e-mail or a push message to let you know when your parcel has been delivered.
    4. This e-mail or push message entitles you to pick up the parcel without the yellow notification.
     
    Use our branch locator to find the most convenient preferred service pick-up kiosk or preferred postal branch for any address.
    You can post them at all postal branches and at all Österreichische Post Partners.

    Choose from the following options:

    • Service location/partners/shop (postal branch, Post Partner or Hermes PaketShop)
    • Pickup station
    • Preferred location (in your building)
    • Preferred neighbour
    • Preferred day (reschedule delivery by a maximum of 5 business days)

    Choose any postal branch, Post Partner, Hermes PaketShop or pickup station in Austria.

     
    Yes. As soon as your parcel has been forwarded and delivered as requested, we will let you know via e-mail or push message. If you have chosen a postal branch/partner/shop or a pickup station, this e-mail or push message will entitle you to pick up your parcel at that location.
    You can choose to forward your parcel until the status says "delivery in process".
    While the delivery person is on his or her way, your available options are preferred location in your building or preferred neighbour.
    Exception: Due to logistics, if your parcel's status is "in transit", the parcel forwarding service is not available between 4:00 and 9:00 a.m.
    Please note: Our delivery staff's routes affect parcel forwarding nationwide.
     
    If delivery is in process for your parcel, you have the option of selecting a preferred location or a preferred neighbour.

    Items with the following additional services can only be forwarded to an Österreichische Post service location (postal branches and Post Partners):

    • Personal delivery
    • Cash-on-delivery
    • Insured items

    If all boxes in the pickup station are taken or if the item is too big, we will hold your parcel at the closest Österreichische Post service location.

    Items for which the sender has provided incomplete name and address information can only be forwarded to destinations on the delivery person's route. In this case, forwarding to a Hermes PaketShop is not possible.

     

    There might be 3 reasons for this:

     

    1. The selection depends on the pre-defined time window for each option (see "Until when can I choose to forward my parcel")
    2. Some additional services exclude specific options. For example, cash-on-delivery items have to be accepted personally because the amount due needs to be paid. Therefore, such items can only be forwarded to postal branches or Post Partners.
    3. In your account with Österreichische Post, we need more information to be able to provide the service.
     
    You can forward your parcels to postal branches/partners/shops anywhere in Austria. You can choose from all postal branches, Post Partners, Hermes PaketShops and pickup stations throughout the country. This allows you to have your items delivered to you as needed.
    No, because you can only forward parcels for which the sender has provided electronic data (your name or more). We need this information to match the parcel to the correct recipient.
    Choose the "preferred day" option to reschedule delivery by up to 5 business days, if needed.
    You can choose your preferred delivery day as soon as the status says "in transit".
    You can choose your preferred day until 4:00 a.m. of the scheduled delivery day. If your item is not delivered on the scheduled day, the "preferred day" option will once again be available from 9:00 a.m.
    Yes. To change or cancel parcel forwarding after requesting it, the same time window as for the request applies (see "Until when can I choose to forward my parcel?“).
    To change or cancel parcel forwarding after requesting it, the same time window as for the request applies (see "Until when can I choose to forward my parcel?“).
    No, if you select parcel forwarding, it will apply to a specific parcel only. All other parcels will be delivered to the indicated delivery address as usual.
    If you would like to forward all parcels using the same option, please go to  https://secure.post.at/online-services/services/paketumleitung to request permanent parcel forwarding. 
     
    If you are the item's recipient and if you have received the tracking number from the sender, you are entitled to forward the parcel.
    Usually, you will receive your items as swiftly as non-forwarded parcels. Please note that in some cases, delivery might take 1 to 2 days longer if the parcel has to be handed over to a different delivery person as a result of the forwarding request. In the case of Post Express items, the money-back guarantee does not apply. You can go to mail tracking  to follow your parcel's status at any time.
    Yes. You can have your parcel forwarded even if you have a release delivery authorisation. You need to suspend the release delivery authorisation for the parcel in question.
    You have to sign up for this service so that Österreichische Post can meet its high security standards. After signing up, you will also have the option of saving parcels and editing them.
    For anonymous delivery options such as "preferred location" or "pickup station", we need to verify your identity for security reasons.
    To see your forwarded and saved parcels, please go to the "My items" section.

    FAQ redirection

    Online services

    Please keep in mind that it takes 3 business days for a redirection to take effect.
    Yes, items will be subject to postage as defined in our product and rate overview for domestic letter mail.
    No, since setting up a letter-mail redirection is a prerequisite for having parcels and Post Express (previously EMS) items redirected. You cannot set up a redirection for parcels and Post Express items only.
    Setting up a letter-mail redirection is a prerequisite for having parcels and Post Express (previously EMS) items redirected. You cannot set up a redirection for parcels and Post Express items only.
    If your address changes, e.g., when you move or because of a temporary absence, you can set up a redirection to have Österreichische Post redirect your mail to your new address. Please note that some types of items cannot be redirected. For detailed information, please see our GTC Redirections.
    Registered and non-registered items without special treatment
    • Daily newspapers
    • Weekly newspapers
    • Monthly publications
    • Sponsoring Post items
    • Regional publications
    • Plus.Zeitung newspapers
    • Company newspapers
    • Official letters with advice of receipt (RSa and RSb letters)
    • Registered domestic mail with additional services: deliver to addressee in person, advice of receipt
    • Letter mail from abroad with the additional service "insured value"
    • Info.Mail items
    • Info.Post items
    • Response items and items that do not have any postage or insufficient postage
    • Parcels
    • Express items (EMS)
    Österreichische Post will return these items to the sender. Österreichische Post will not share the new address with the sender.
    A flat fee will be charged for redirecting parcels and express items (EMS). The exact rates are available in our GTC.
    You can renew existing redirections any time you choose. Changes to the duration of existing redirections can only be made during the period that has been paid for. If you would like to redirect your mail beyond the period of time you have paid for, please order a new redirection starting with the day after your previous redirection ends.
    Redirections for moving to a new home or a temporary absence can be made for a maximum of 1 year.
    To see the latest rates, please click here.
    You can include a maximum of 5 persons per order. Please indicate one person (last name, first name) per entry field only. Use hyphens for hyphenated last names. For 6 persons and up, you will need another order and the redirection fee will be charged.

    FAQ Receive mail

    Online services

    Please note that it takes 3 business days to set up an authorisation to receive mail.
    Authorisations to receive mail are valid for a maximum of 2 years and cannot be re-newed. Any change requires a new authorisation to receive mail.
    While you need to show a power of attorney to our staff every time you receive an item, there is no requirement to do so if you have an authorisation to receive mail. In this case, the person authorised to receive mail just has to show an ID to receive the items.
    You can authorise up to 5 persons you trust to receive mail on your behalf. These persons will be able to accept mail items addressed to you. However, mail items la-belled as "Do not deliver to authorised agents" will still only be delivered to the ad-dressee.
    They can accept non-registered items (including RSa and RSb letter from courts or other public authorities), registered letter mail items, parcels without insured value, parcels with insured value, money, mail items with advice of receipt and money with the indication "deliver to addressee in person".
    To see the latest rates, please click here.

    FAQ Picking up my items at a preferred postal branch

    Online services

    Please note that it takes 3 business days to set up this service.

    If you use this service, we will send you an e-mail or text message to let you know about items we have received for you and you can pick up your items at the postal branch of your choice (e.g., one located close to your place of work).

    The following items can be picked up at your preferred postal branch:

    • registered letter mail items
    • international items without advice of receipt and cash-on-delivery items
    • customs items without advice of receipt
    • Collection service
     
    You can change orders existing anytime before they expire by using the function My orders.
    The fee for pickup at a preferred postal branch is EUR 7.90 per year.

    Your notification options are either e-mail or text message.

    FAQ Hold mail service

    Online services

    The creation of a vacation hold mail service takes 3 business days.
    You can renew existing orders at any time before they expire. Please note that the vacation hold mail service is available for a maximum of 28 days.
    Use our vacation hold mail service to have your mail held while you are on holidays.
    You can choose between picking up your mail after your holiday of having it delivered to you in bulk.
    To see the latest rates, please click here.

    FAQ PO box

    Online services

    Please note the setup time of one working week until your PO Box is active.
    Rentals for PO boxes always start on the first day of the month and end on the last day of the month of the selected period. If clients do not cancel in writing or person-ally at a PO box branch 2 weeks before the rental period expires, the contract will automatically be renewed for the previous contractual period. Österreichische Post shall inform all clients in writing, provided that they are consumers as defined in the Austrian Consumer Protection Act, in a timely manner (i.e., before the start of this period of notice) about the cancellation option and the renewal of the contract if they do not cancel.
    Use our PO box service to store your mail items. You can choose between the fol-lowing options:

    Standard PO box for private clients or business clients: items addressed to your PO box will go into this standard PO box. Items addressed to your home address (for pri-vate clients) or to your business address (for business clients) will still be delivered to your home (for private clients) or to your business (for business clients) by our delivery staff.

    PO Box Plus for private clients or business clients: all items will go into this PO box, whether they are addressed to your PO box or your home address (for private cli-ents) of your business address (for business clients).
    To see the latest rates, please click here.

    FAQ Delivery authorisation

    Online services

    If you have a release delivery authorisation, the delivery person will put registered mail, packets, small parcels, and Post Express items in your letterbox. The only exceptions are official letters from the authorities with advice of receipt (RSa/RSb).
    Please indicate a safe location in your building where we can place any large parcels. This will allow you to receive your parcels even if you are not home.
     
    After you request a release delivery authorisation, it usually takes 3 to 5 business days for it to take effect. We will let you know as soon as the release delivery authorisation is effective.
    In that case, we will hold your large item at the closest Österreichische Post service location and you will receive the traditional notification in your letterbox.
    Your release delivery authorisation will be valid until revoked.

    FAQ Parcel stamps

    Online services

    Just create and design your parcel stamp for your parcel. The process is swift and straightforward.

    Parcel stamps are what we could call "stamps for parcels". You can conveniently create them on your PC, pay for them online, print them and affix them to the largest surface on your parcel. Parcel stamps include the sender's and recipient's address, information about any additional services, and a bar code.

    The format for parcel stamps is DIN A5 and they can be printed on normal paper or on labels on any printer and affixed to your parcel.

     

    The price of the parcel stamp is determined by the dimensions (and the maximum weight associated with each).. The sum of the longest and shortest side of the parcel determines the amont to be paid for postage. The following three parcel stamp options are available:
    – PM 45 = the parcel's longst and shortest side add up to a maximum of 45 cm
    – PM 70 = the parcel's longest and shortest side add up to a maximum of 70 cm
    – PM 120 = the parcel's longest and shortest side add up to a maximum of 120 cm
    Example: your parcel has the following dimensions: 28 cm in length, 25 cm in width, 15 cm in height. The longest side (28 cm) and the shortest side (15 cm) add up to 43. Hence, you will need a PM 45 parcel stamp because the sum of the longest and shortest side is under 45 cm.

    To create a parcel stamp, you need Internet access and a standard printer with a resolution of at least 600 dpi. You do not need to install any software. All you need is the standard version of Adobe Acrobat Reader (click here for a free download). Parcel stamps can be printed on standard paper in A4 format or on self-adhesive labels in A5 format.

    The following browsers are suitable for creating parcel stamps:
    MS Edge | Firefox | Google Chrome

    The following operating systems are required:
    Linux, MS Windows

    Yes! We will only accept items that are fit for safe shipping, that have adequate inside packaging and that are firmly sealed. If you do not have adequate packaging (or label article number: MY-ELA026) for shipping your parcel, you can purchase it at our →packaging shop.

     
    Items franked with parcel stamps have to be rectangular and the packaging must be adequate. The packaging must adequately protect the content on the entire shipping route because we accept no liability for unpackaged or insufficiently packaged items.
    Please see the provisions in our GTC Parcels.

    Please see the stipulations defined in our GTC for parcel stamps, which are available here: GTC parcels.

    When you create a parcel stamp for destinations in Austria, we will only check the postcode and the locality for accuracy. For parcels sent to other EU countries, there will be no check for accuracy.
    The minimum surface is 15 x 21 cm
    Maximum dimensions: the longest and shortest side together may not exceed 120 cm. The maximum weight per parcel is 10 kg (exception: express parcel stamps with a maximum weight of 31.5 kg).
    Currently, we do not offer the option of sending a parcel franked with a parcel stamp in combination with cash-on-delivery and additional payment at an Österreichische Post service location.
    Returns, exchanges, or additional payment for parcels stamps are not possible at Österreichische Post service locations.

    Parcel stamps can be printed and are good for shipping for a maximum of 14 days after they have been purchased online. Parcel stamps lose their validity after 14 days.

    Yes! As soon as the parcel stamp is in your shopping cart, you can go to the menu item "Test print" on the right side of the shopping cart to do as many test prints of your parcel stamp as you would like.
    Yes, you can use your tracking number to track your parcel, express, or parcel stamp items by going to post.at/Sendungsverfolgung. 
    For items with online parcel stamps: in addition, if you are signed in to post.at, you can also go to the menu item “My parcel stamps” and choose “Already paid for” to see all item-related information and your parcel’s delivery status from posting to delivery. Information for all parcel stamp items sent in the past 90 days is available.
    Please report obvious damages to the delivery person or branch employee immediately upon receipt. Damages inside the package must be reported in writing to Österreichische Post the day after delivery at the latest. To report damages, please contact the Österreichische Post customer service center.

    Österreichische Post AG is liable for up to EUR 510 per parcel as defined in our GTC Parcel Stamps.
     
    After you have paid for the parcel stamp, you can click on the button "Print all parcel stamps for this order" to print all your parcel stamps on your printer right away.
    Immediately after you have made the payment, we will send you a confirmation e-mail with all parcel stamp data and links to your parcel stamps. You can also use this link to print your parcel stamps.

    After signing in to Post.at, you can go to the menu item "My parcel stamps" where you will find a printer symbol with your purchased parcel stamps. You can also click on this icon to print your parcel stamps right away.
    Please note: you can only receive parcel stamps for printing if you have signed in to our online services using your user name and password. Please print your parcel stamps within 7 calendar days of purchase and use them within 14 calendar days because they will no longer be valid after then.

    Print your parcel stamps (printer resolution 600 dpi) on any commercially available printer on white paper or recycled paper (standard weight 80g/ms) or on labels.
     
    YES. Our express parcel stamp is a great option. The main plus of online parcel stamps is priority delivery. Parcels with an online express parcel stamp are usually delivered to any destination in Austria by 1:00 p.m. on the next business day (Monday through Friday) after posting. Please note that the item must be posted before the service location’s closing time as specified in the overview. Online express parcel stamps are only available for domestic parcels.
    Unfortunately, we saw that your parcel stamp items is either too big or too heavy for the option you have chosen, which makes it an underpaid item that we cannot accept.
    Therefore, your item will not be handled any further and will instead be returned to the sender’s address at a fee. Next time you send an item, please make sure that it has enough postage and that it does not exceed the permitted weight. To avoid returns, please choose the correct shipping option.
     

    Underpaid postage means that a parcel's dimensions make it too big for the chosen parcel stamp option. The selected postage is too low to cover shipping for this item.

    The stipulations can be found in our general terms and conditions for parcel stamps that all clients have to accept whenever they order a parcel stamp. The document is available at post.at/agb-online-services (client's duties).
    If the postage is not correct, your item will not be shipped to its destination, but returned to the sender at a fee. It is not possible to pay for the difference to have the parcel sent to its destination. For your next parcel, please make sure you pay the correct postage for your parcel stamp to avoid return items.
    The rates for return items for domestic items are available here and the fees for international items in the EU are available here.
    Our terms and conditions for parcel stamps stipulate that underpaid items will be returned to the sender at a fee. Clients have to accept these terms and conditions every time they order a parcel stamp. The document is available at post.at/agb-online-services. (client's duties)

    The return fee is due at the time of the delivery of the returned item and to be paid cash to the delivery person. Pleae make sure that you have the correct amount handy at the time of delivery.
    If the returned item is held for you at an Österreichische Post service location, you can pay the return fee at the counter when you pick up the parcel (cash, debit card, credit card, or via the deferred payment agreement).


    As stipulated in our terms and conditions for parcel stamps available at post.at/agb-online-services, clients (senders) shall pay for return expenses. If the sender does not accept the parcel returned by Österreichische Post and pay the return fee, the parcel will be disposed of after a storage period of 14 calendar days.

    The time required for the return varies depending on where your item is in the shipping process. This can take a few days.

    Your parcel is in the standard return process and will be delivered to the sender's address. The tracking number for your parcel stamp item remains unchanged and allows you to track your item's status by going to post.at/sendungsverfolgung
    Please note: if nobody is home at the time of delivery, we will hold the parcel for you at an Österreichische Post service location.

    FAQ Collection service

    Online services

    Yes. Pursuant to Section 227 of the Austrian Federal Tax Code, the collection service is considered a payment reminder. Therefore, it can be used by the above-mentioned authorities. For additional information about the legal basis, please e-mail us at postauftrag@post.at.
    The collection service by Österreichische Post is a straightforward solution for your accounts receivable: the delivery person will collect your pending accounts receivable directly from the debtor. We will then transfer the amount collected to you immediately. This will allow you to always have an overview of those who have paid.
    All you need is a one-time registration, after which we will e-mail you your user data and you can immediately start ordering our collection service.

    If you have just a few collection orders, use our convenient single-order option including online payment via credit card, eps online transfer, mobile phone invoicing or cash ticket. If you are going to use our collection service on a regular basis, a collective order option is available. In that case, we will send you an invoice for all collection services provided during a given month.

    Our delivery staff will attempt to collect the outstanding amount as soon as you have shared the necessary information with us. If the delivery person successfully collects the outstanding amount from the debtor, we will immediately transfer the money to you. If the debtor is not home, we will inform him or her and they will have up to 3 weeks to pay the outstanding amount at the Österreichische Post service location closest to them. The success rate for our collection service averages 21%.
     
    The fee for our collection service is EUR 5.40 (including VAT) per order.
    Please click here  to register. After you have entered your master data, choose collection service.

    FAQ Payement

    Online services

    You will find the three-digit card verification number (CVC code) printed on the back of your credit card. To increase security for credit card payments, you will need to enter this number during the order process. The card verification number is a security feature used by many credit card companies to make sure that users have the physical card whenever they place an order.

    To make a payment on post.at, you can choose between the following payment options: debit and credit cards (VISA, Mastercard, Diners), Klarna SOFORT ("immediate transfer"), and PayPal.

    You can delete any saved payment options yourself by going to "My profile" and selecting "My payment options".

    You can save your Mastercard, Visa, and Diners Club credit card as payment options in your Österreichische Post account.

    FAQ My orders

    Online services

    You can change or cancel any order by going to the menu item "My orders".

    General FAQ

    Online services

    To use our online services, you will need a new browser (e.g., Microsoft Internet Explorer version 7.0 or higher, Mozilla Firefox version 3.0 or higher, Apple Safari version 3.0 or up, Google Chrome version 2.0 or up, Opera version 9.2 or up). Please make sure that you have allowed cookies in your browser settings and that Javascript is activated (please deactivate add-ons such as NoScript). You will need the free Adobe Reader to read our GTC.
    If you have any questions, concerns, or suggestions regarding our online services, our Österreichische Post customer service centre will be happy to help.
    Your data will be transmitted securely with a 256 AES (advanced encryption standard) via SSL.
    To see our product-specific general terms and conditions (GTC), please visit post.at/agb.

    FAQ E-letter

    Online services

    Go to the login area, click on forgot password and enter your user name. You will shortly receive an e-mail with a link to restore access to your account.

     
    Your e-mail address is also your user name. If you forgot it, please go to www.post.at and click on the field "forgot user name".
    Some e-mail clients do not recognize online addresses with line breaks as URLs and display them as normal text. To solve this problem, Mozilla Thunderbird offers an add-on for download.

    Sign in to www.post.at and go to "My profile" to see your data.

    The reasons for this might be the following: you might have a new e-mail address and have not updated it in the e-letter settings.
    Or the sender address of Österreichiche Post AG is considered spam.
     
    Please register on  www.post.at and sign in with your login data at e-brief.at to request an activation code.
    You will receive a letter with an activation code. Please enter this code on the web site. This will confirm your address and your e-letter letterbox will be ready to receive mail. You will then receive items from the companies you have selected in digital format.
    As an existing Post/on client, the e-letterbox is part of your Post account. After you have signed in, you will see if your e-letterbox is ready to receive mail.
     
    Go to e-brief.at to sign in and enter your activation code. Your e-letterbox will then be ready to receive mail.

    Österreichische Post app


    How to confirm your address in the Österreichische Post app: choose the menu item "E-Brief" and sign in with your Post account data. Under address confirmation, please enter your activation code for the address provided by you.
     
    Your e-letterbox can hold up to 500 items. You can delete items as needed. They will remain in your letterbox until you delete them.
    No. We do not deliver official RSa and RSb letters to your e-letterbox because this is not permitted by law.
    Go to oestereich.gv.at to activate the government delivery service.
     
    No. Your e-letterbox will be free of unaddressed advertising.
    No. The e-letter service is free of charge for recipients.
    No. We do not scan e-letters. Such letters and invoices from companies are sent to Österreichische Post electronically. We then check the delivery option chosen by the client. Items are either delivered to clients digitally as e-letters to their e-letterbox or as traditional letters to their letterbox.
    No. E-letters are not e-mails. These items, e.g., documents, contracts, or invoices, are sent electronically to Österreichische Post and are then delivered as e-letters to your e-letterbox.

    In addition to being convenient and swift, e-letters come with another decisive benefit: security. Sending sensitive documents or recipient data via e-mail is not a secure process. For e-letters, this information is deposited on a secure portal, a so-called e-letterbox.
     
    E-letters are PDFs that you can download anytime you choose.
    Go to e-brief.at to sign in. Under user name, click on "Personal information". Scroll all the way to the bottom of the page and click on "Deactivate delivery".

    You will no longer receive digital items in your e-letterbox. However, you will still have access to e-letters that are already in your e-letterbox.
     
    No. You can decide for every company if you would like to receive their items digitally, i.e., as e-letters or as traditional letters. Please note that you can only receive e-letters from companies that are connected to this system.
    In the sender list, you can choose from which companies you would like to receive e-letters or traditional letters. For all senders, the default option is e-letter.

    If you would like to receive traditional letters, please choose the sender, go to "edit" and uncheck the box that says "delivery to e-letterbox". Click on "save" and you will start receiving your items as traditional letters from this specific sender.

    On the list, the sender name will appear gray and not black.
     
    Yes. In the basic settings, delivery as e-letter is the default option for all senders.

    You can go to the sender list to change the delivery option to traditional letters for specific senders.
     
    More and more companies are using the e-letter option and the sender list is growing. To see an updated list of all available senders, please see the menu item "Senders" in your e-letterbox.
    Companies will send letters (e.g., contracts or invoices) to Österreichische Post electronically. These items are then either delivered to the e-postbox in digital format as e-letters or as traditional letters to your letterbox.
    While the transmission of sensitive documents and addressee data is not secure when using e-mails, the e-letter service deposits such data in a security-approved portal, the e-postbox. 

    FAQ In-Home Delivery

    Online services

    You can apply to participate in the pilot project if you live in Vienna, Upper Austria, or Graz and if you meet the conditions for participation.
    The conditions you need to meet are the following:

    • Your residence has to be in Vienna, Lower Austria, or Graz. If your postcode starts with 1, 2, 3 or 80, you can apply. If you live in these ares but your postcode does not match our criteria, we cannot accept your application.
    • Your front door needs to be compatible with NUKI Smart Lock (smart door lock). For more information, please see here.
    • To set up access rights for your local delivery person, we will schedule a meeting for early July 2021. We will notify you about it well in advance. Please make sure that you can be home in the morning in early July.
    • You need to sign up on post.at before the end of the application deadline and verify your identity. For more information about the identification procedure, please see here.
    • To deliver items inside your house, our delivery staff must be able to enter your apartment. Please make sure that everybody in your household knows this and agrees. If you have pets that run around freely, make sure they do not have access to the entrance to your home. This will avoid any inconvenience for your pets and our delivery staff.
    • You need to be 18 years of age or older.
    • You must be authorised to give our delivery staff access to your delivery address.

    We recommend that you apply to participate only if your door has a so-called emergency or risk function. This means that the door can be locked from the outside even if the key is in the lock inside. In that case, you can unlock the door either with the NUKI app or with a traditional door key from the outside.

    For additional information, please see our GTC.

    To test our in-home delivery, it is absolutely necessary for you to install the NUKI Smart Lock. We will provide this free of charge during the pilot project. If you already have a NUKI Smart Lock, you can easily use it to participate in our pilot project.
    Alternatively, you can also use A1 Smart Home products for this test. We will provide these free of charge during the pilot phase. The A1 Smart Home starter kit includes a premium gateway, a multisensor, a door sensor and an indoor camera. For more information, please click here. You will not need an A1 Smart Home subscription to be able to test the A1 Smart Home starter kit. 
    If you already own A1 Smart Home products or other smart home products that might be useful for our test (e.g., sensors or cameras from a different manufacturer), you can definitely continue using them.
    A1 Smart Home makes your home more secury in so many ways. Click here to see the YouTube video.

    We look forward to receiving applications from people who own one or several of these products and we also look forward to applications from anyone who would like to give these products a try. For our in-home delivery test run, we will choose participants from both groups. The decisive factor is for applicants to meet all conditions for participation and to fully complete the application form.

    In the NUKI app, you can limit access rights. Access rights can be revoked for a specific time frame (e.g., when you are on vacation) or limited to specific days of the week or times of the day. Please note that we will not be able to deliver parcels inside your home during those times.

    Before you can start testing our in-home delivery service, you need to grant access rights to your delivery person via the NUKI app. This is done on site at your home. For that purpose, we will schedule a meeting between you and your delivery person in early July. You need to be personally present at this meeting and the NUKI Smart Lock needs to be installed at this point.

    Should you not be home at that time, you can exceptionally choose a person you trust to attend that meeting. In that case, the person you trust also needs to install the NUKI app on their smartphone. In addition, they need to know the admin code chosen by you when you set up the device.

    At first, it is an unusual experience for everybody to have somebody else walk into their home. This is why we schedule a meeting between you and the delivery person you know and trust in early July. Only your regular delivery person will receive acess rights. Our delivery staff will open the door just a bit so that they can place the parcel on the mat which you can put right next to the door. It will take no time for you to appreciate the many benefits of having your parcels swiftly and discreetly desposited inside your front door.
    Should you still feel uneasy, the A1 Smart Home products give you the option of observing the deliv-ery process. In the NUKI app, you will be able to see who opened the door and when.
     

    You will actively and voluntarily grant access rights to the delivery person. Therefore, whenever this delivery person opens your front door, no loud sound may be triggered. Also, no automatic contact with the police or a security service may be triggered.

    If you have an alarm system, you have two options: you can program the system to trigger a silent alarm so that only you will be informed that the door has been opened (e.g., via a push notification to your smartphone). A1 Smart Home products offer this option, which we will make available to you during the test run free of charge. If this is not possible or if you do not want this option, you would have to deactivate your alarm system during the delivery window. You can coordinate this time window with the time window in your Nuki app that defines when the delivery person has access rights.

    We will deliver your parcels wherever you want us to. If you already have a permanent parcel redirection and would still like to be part of our in-home delivery pilot project, please cancel the permanent parcel redirection before the start of the test phase. One-time parcel redirection will still be available for you, even during the in-home delivery thest phase. If you already have a release delivery authorisation, you need to cancel it or change it to an authorisation for in-home delivery. We are happy to help if you have any questions! During the application proces, just indicate that you already use a release delivery authorisation.

    If you have pets that run around freely, make sure they do not have access to the entrance area of your home during the delivery window. This will avoid any inconvenience for your pets and our delivery staff and makes sure your pets won't escape through the open front door.

    To avoid unpleasant surprises, please let any roommates know about your participation in the in-home delivery pilot project. Please make sure they agree with the delivery person opening the apartment door. Currently, there are no plans to expand in-home delivery to include roommates.

    Another benefit of participating in our test is that you will be able to use the devices provided for personal purposes while the pilot project lasts. For instance, you can use the NUKI app to provide one-time or permanent access rights to roommates, family members or even service providers without the need for them to have a physical key. The only requirement for you is to have a smartphone on which you will install the NUKI app (available in the Google Play Store and in the Apple Play Store).

    For our in-home delivery pilot project, only your regular delivery person will receive access rights, meaning the person who delivers your mail most days of the week. If that person is on vacation or on sick leave, no parcels will be delivered inside your home during that time.

    The NUKI Smart Lock has been designed for unlocking one lock. In that case, you would have to leave the other existing locks unlocked during delivery hours. If you do not want to do that, you cannot participate in this pilot project.

    The NUKI Smart Lock we use for our in-home delivery pilot project is installed on the inside of the door. Your door will remain intact and undamaged.

    We will let you know within 2 weeks after the end of the application deadline (23 May 2021) via e-mail if you have been selected as a test person.

    The pilot phase starts on 12 July 2021. You will be able to test the benefits of having parcels delivered inside your home for roughly six months (until the end of the year 2021).

    In order for us to set up in-home delivery, we need proof of your identity. This is for your own safety. For additional information about the identification process, please click here.

    When you shop online, you usually cannot choose the logistics provider the online store will use. With AllesPost, you will receive all items from Österreichische Post and the high-quality service you know and appreciate. As part of the in-home delivery pilot project, all participants will receive a free 12-month subscription for AllesPost. For additional information, please visit post.at/allespost.
    The use of AllesPost is not a requirement for participating in our in-home delivery.
    If you are already an AllesPost client, feel free to give the voucher for the free 12-month subscription to a friend or family member. You can also use it for a secondary residence if you have one.

    If you decide to no longer use our in-home delivery service, you will have to cancel the release delivery authorisation or change it to a preferred place of deposit at your home (e.g., garage). In addition, you will need to cancel the access rights granted to your delivery person.
    You can either cancel or change your release delivery authorisation by going to your Österreichische Post acount under https://secure.post.at/online-services/services/zustellservices or you can contact our Österreichische Post customer service by going to post.at/kontakt. The access right is easy to deactivate in the NUKI app. Just go to your smart lock settings and deactivate the user under "Manage users". If you would like to interrupt your participation only temporarily, please deactivate your delivery person under "Allow to unlock". If you would like to cancel your participation for good, you can delete the user. In that case, please contact the Österreichische Post customer service to that we can discuss all further steps for cancelling your participation. If you decide to cancel, you will not be able to participate in our in-home delivery pilot project again.
    Participation is free for all test persons. We will provide all necessary devices free of charge while the pilot project lasts.

    During and after the pilot project, we will ask you for detailed feedback about your experience. We will use this feedback to learn and improve our services if needed. We will get in touch with you about returning the provided devices. At the end of the pilot project, we will deactivate the release delivery authorisation for the in-home delivery. You can then choose to set up another release delivery author-isation, e.g., for your preferred place of deposit at your address. For additional information about our release delivery authorisation, please visit post.at/abstellgenehmigung.

    Both the NUKI Smart Lock and the A1 Smart Home package come with a door sensor. The log for the smart lock shows who has opened and closed the door as well as the door status (open or closed). The delivery person must ensure that the door is properly closed and locked via the app after they have delivered the parcel. Please report any damage to our Österreichische Post customer service.

    If you believe that there is a liability case in relation to the in-home delivery, please contact our Österreichische Post customer service.

    Our in-home delivery service is a pilot project limited to 100 persons. If you do not get selected, we will let you know shortly after the end of the application deadline. All applicants who met the conditions for participation but are not selected for participation will receive a free 3-month subscription to Alles-Post® as a token of appreciation.

    Cash-on-delivery items, cash, RSa/RSb letters and items to be delivered to the addressee only are excluded from in-home delivery and delivery to your letterbox. All other parcels are eligible for in-home delivery. For the test phase, only your regular delivery person will receive access rights. This is the delivery person that delivers your mails most days of the week. If the delivery person has a day off, your items will not be delivered inside your home.

    When using AllesPost®, you can also get in-home delivery from items that are usually delivered by other logistics companies. If you would like to use AllesPost®, please click here to find out for which items AllesPost® can be used.

    Our in-home delivery is a service for parcel delivery. As part of the test phase, you will set up a release delivery authorisation that also covers items delivered to your letterbox. This means that, if we have an item for you that is small enough to fit in your letterbox, we will deposit it in your letterbox instead of delivering it inside your home.
    In most areas of Vienna and Graz, we deliver letter mail and parcels separately. In these urban areas, only your parcel delivery person will receive access to your home. Therefore, letter mail will not be delivered inside your home.
    In most areas of Lower Austria, all your mail is delivered by the same delivery person. On days when you receive parcels that do not fit in your letterbox, your delivery person has the option of including your letter mail in the in-home delivery. On day when all items fit into your letterbox, they will be deposited there.

    We will review all applications after the end of the application deadline. Then, we will consider all applicants who meet our criteria for participation. Based on additional operational selection criteria, we will choose the future participants. It does not matter at what point during the application period you applied, nor does your gender or age (this information is for statistical purposes only).

    For more information if your front door is compatible with the NUKI lock, please click here.

    Since the NUKI Smart Lock is installed on the inside of the door, nobody will be able to see from the outside that you are using an electronic door lock. Therefore, strangers will not be able to benefit from this situation and this will also not impact your insurance coverage. NUKI does not change the security grade of your door or the insurance coverage. It is thus not necessary for you to report the use of the NUKI Smart Lock to your insurance.

    Your parcels are usually deposited on the doormat we provide. Please place it close to the front door so that the delivery person does not have to walk into your home. If you forget to put the doormat out, we will place the parcel close to your front door.