Source: OT-Team(G),上观新闻
According to a report from Shanghai Observer on November 18, a foreigner recently reached out to Shanghai's 12345 Citizen Hotline to report difficulties using luggage lockers in public spaces on October 14. The foreigner stated that at 4:25 PM on the day of the incident, he attempted to use luggage lockers named "XiaoIron" and "HIVE BOX" multiple times. However, after scanning the QR codes, he was unable to connect to the network or verify their Alipay or WeChat accounts. During the verification process, the system required facial recognition, but it failed at the second step, mistakenly detecting an obstruction on his face and blocking authentication. The foreigner expressed hope that the locker operators would address these issues promptly. In response, relevant authorities stated that they would improve the system by adding operation tips in the form of stickers and expanding the regional coverage for SMS verification codes. On November 18, HIVE BOX responded to the complaint, stating that they had assigned a technician to investigate the network issues. What is the experience of foreigners using these luggage lockers? And what improvements are needed? The reporter visited several locations to explore this further.1. SMS Verification Proves More Convenient than Alipay or WeChat for Foreigners During the reporter's field visit, some public spaces had already posted user guides on the luggage lockers in English to assist foreign visitors.
To test the system, the reporter used an overseas phone number to try out the "XiaoIron" locker. The process, after scanning the WeChat or Alipay QR codes, was similar: it led to an English-language storage page where the visitor was asked to provide a phone number. After entering their overseas number, they were prompted to complete a real-name authentication process, including filling out their name, ID type, and ID number. The system then proceeded to facial recognition, and once successfully recognized, the visitor could continue with payment.
When the reporter scanned the QR code directly with a camera, the resulting webpage asked for a phone number and a verification code sent by SMS. The page indicated support for numbers from over 30 countries and regions. The reporter received the verification code within one minute, completing the identity verification process and proceeding to payment. This step appeared more convenient compared to the first method, assuming the SMS verification range was valid.
Some foreigners who had been living in China for years reported smoother experiences, as they typically registered Chinese phone numbers. Soifa, a Colombian national who has worked in China for several years, told reporters that she had long adapted to mobile payments. During her last use of a luggage locker, she easily accessed the locker by following the English instructions without needing facial recognition. However, she pointed out that for short-term foreign tourists visiting Shanghai, if they hadn't pre-downloaded the relevant apps or were outside the SMS verification coverage region, they could face significant difficulties.
2.Some Lockers Do Not Support Overseas Phone Number Verification
On the other hand, there are still many luggage lockers in public spaces across Shanghai that do not support overseas phone number authentication, creating inconvenience for some foreign visitors. Additionally, some self-service lockers only support WeChat QR code scanning and lack English-language instructions. In some cases, lockers cannot be used unless users follow the official WeChat account for the service. After selecting the "store luggage" function, users can enter any phone number, which serves more as a registration process rather than an authentication step. At the National Exhibition and Convention Center, reporters spoke with several foreign exhibitors, many of whom relied on Chinese colleagues to help with locker usage. From the field visit, it's clear that self-service luggage lockers in Shanghai's public spaces still have much room for improvement in terms of service details. Suggestions include clearer instructions, more user-friendly login processes, faster authentication steps, and alternative solutions for foreign visitors. Have you used a self-service luggage locker? Was the process convenient for you? Feel free to tell us in the comments section
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