PINs and how to use them

This article will discuss Secure Delivery PINs, how to use them, and why they are important.

What are PINs and what are they used for?

As a customer, you will receive two, 4-digit Personal Identification Numbers (PINs) with your shipment: The Pickup PIN and Delivery PIN. The Pickup PIN will be provided to you via email immediately after your shipment is booked and payment is submitted. Your delivery PIN will be provided after your shipment has been marked as picked up by the driver.

You will share these PINs with your driver to authorize the release of their payment after the successful pickup and delivery of your pet. Therefore, it’s important to keep your PIN numbers in a safe place and to only release them to the driver at the correct moment during your pet’s journey.

If you lose your PIN(s), your driver can trigger an email to have the PIN re-sent to you. You can also reach out to CitizenShipper customer support, and we’d be happy to assist with retrieving your PIN(s).

When to release your PINs

The pickup PIN should be provided to your driver ONLY AFTER they have successfully picked up your pet.



After your driver marks the shipment as picked up, you will receive the delivery PIN number. The delivery PIN should be provided to your driver ONLY AFTER they have successfully delivered your pet. When you share the delivery PIN with your driver, you are authorizing the release of the payment. Therefore, it’s very important that you do not release your PIN to the driver until after your pet has been delivered.

**If your driver does not receive a delivery PIN from you within 72 hours of confirmed delivery, the driver’s payment will automatically be released to them.

For further information on this, please see our (link to shipper FAQs article) or reach out to our support staff at support@citizenshipper.com