> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.opla.co/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# I didn't get the code to collect my parcel

The pickup code is not generated by Opla: it is **the carrier** that sends it, by SMS, to the phone number recorded on the order. So we cannot recreate it or give it to you.

Here is how to find it yourself, in order.

## 1. The carrier's app — the most reliable route

Install the **Mondial Relay** app (France, Belgium, the Netherlands, Luxembourg) or **InPost** (Spain, Portugal) and look up your parcel with its **tracking number**. Under "more info" you will find the pickup code and a QR code to open the locker.

Your tracking number is in your order, via the **"Track order"** button.

## 2. Check your spam folder

The carrier's SMS or email sometimes lands in junk.

## 3. Check your phone number's country code

⚠️ This is the most common cause, and the least visible. If your number is saved with **the wrong country code** — for example a Spanish or Portuguese number prefixed with **+33** — the SMS goes to a number that does not exist, and you will never get the code.

Check the number in your Opla profile and fix the country code if it does not match your country.

## 4. If you signed up with Apple

If you chose to **hide your email address** when signing up (Apple's "Hide My Email"), the carrier's messages can get lost. The carrier's app is then your way in.

## 5. Last resort: go to the pickup point

Go there with the **tracking number** and an **ID document**. It is the pickup point that decides whether to hand over the parcel without the code — we cannot do it in their place.

⏳ Do not wait too long: an uncollected parcel automatically goes back to the seller once the carrier's holding period is over.