Using the Customer Portal
A plain-language walkthrough of everything you can do in your Packargo account — from getting a quote to tracking a delivery.
29 August 2026
- Declared-value currency on a new order (and in a Bulk Upload file) is now locked to your own account's billing currency — it's shown, not chosen.
- Malaysia (MYR) accounts now have a real, live payment method at checkout, alongside the existing SGD one.
- You can now change your password any time from the profile menu, not just on first login.
Getting started
Signing in and finding your way around.
How do I log in to the customer portal?
Go to the portal's login page and enter the email and password Packargo set up for your account.
I was asked to set a new password right after logging in — is that normal?
Yes. New accounts, and any account after a password reset by our team, must set their own password before doing anything else in the portal. This is a one-time step.
What can I do from the Dashboard?
The Dashboard is your home screen — a quick overview of recent activity, with shortcuts to the pages you'll use most: New Order, Orders, Wallet, and Invoices.
Getting a quote
Checking a price before you commit to booking.
How do I check the price before I book?
Use the price calculator, linked from the login page — enter where you're sending from and to, plus weight and dimensions, for an instant price. No login required.
Do I need an account to get a quote?
No. The calculator is public. You'll only need to sign in once you're ready to actually book the shipment.
Why does it ask for both weight and dimensions?
Pricing uses whichever works out higher: your parcel's actual weight, or its "volumetric weight" (calculated from length × width × height). Filling in all three dimensions keeps the quote accurate instead of a rough estimate.
Creating an order
Booking a single shipment.
How do I book a new shipment?
Click "New Order" in the sidebar. You'll fill in parcel details, then sender details, then recipient details, before reviewing the final price and choosing how to pay.
What information do I need for sender and recipient?
Full name, phone number, and a complete address including postal code and country, for both sides. This is exactly what your shipping label and the courier's pickup/delivery instructions are built from.
Can I attach an invoice or receipt to my order?
Yes — there's an optional upload field on the New Order form, useful for customs paperwork on cross-border shipments.
Why can't I choose the currency for declared value?
It used to be a free choice, which caused real mix-ups on customs paperwork when it didn't match how your account is actually billed. It's now shown as a fixed field — always your own account's billing currency (SGD or MYR) — so there's nothing to get wrong there anymore.
How do I choose how I pay?
After entering shipment details, you'll land on a Payment step. If your account settles by invoice or on-demand, you'll pay right there — by card for an SGD account, or your local payment method for an MYR account. If your account is wallet-based, the amount is deducted from your wallet balance automatically the moment you book, with no separate payment step at all.
Bulk uploading orders
Booking many shipments at once from a spreadsheet.
Can I book multiple shipments at once?
"Bulk Upload" in the sidebar lets you submit many orders in one go from an Excel file, instead of filling out the New Order form one at a time.
Where do I get the upload template?
The Bulk Upload page has a "Download template" button — a spreadsheet with the exact columns we need, plus a reference tab so you can copy values instead of guessing at the format.
What currency should I use in the "Declared value currency" column?
Always your own account's billing currency — SGD or MYR, whichever your account is actually set up in. The column's own header note in the template spells this out. A row naming a different currency is rejected outright with a clear error, not silently corrected — a mismatch there usually means something else about that row (like the customer) is also wrong, so it's worth a second look rather than a guess.
What happens if one row in my file has a mistake?
Only the affected rows are skipped. You'll see exactly which row number failed and why — every other valid row in your file still gets booked.
Tracking & delivery
Following a shipment from pickup to delivery.
How do I check the status of my order?
Open "Orders" in the sidebar and click into any shipment to see its current stage and full progress timeline.
What do the different stages mean?
Every shipment moves through the same journey: Collection (picked up from sender) → Warehouse → Cross-border transfer (for SG↔MY shipments) → Warehouse → Delivery. The order detail page always shows exactly which stage you're at.
How do I get proof of delivery?
Once a shipment reaches Delivered, a proof-of-delivery photo/document becomes available to download directly from that order's detail page.
How do I print a shipping label?
From an order's detail page — or by selecting several orders at once — click "Print waybill" for a ready-to-print label with a scannable barcode and QR code.
Payments & wallet
Topping up, and how a shipment actually gets paid for.
How do I top up my wallet?
Go to "Wallet" in the sidebar, enter an amount, and complete payment — by card or PayNow for an SGD account, or your local payment method for an MYR account. Funds land in your wallet balance as soon as payment confirms and can be used toward any future order.
How do I pay for an order?
If your account is wallet-based, payment is automatic — the amount is deducted from your wallet balance the moment you book, no separate step. Otherwise you'll pay right at booking (card for SGD, your local method for MYR), or — if your account is billed by invoice — it's added to your next invoice instead.
What do the different payment statuses mean?
Every order shows a clear payment status — such as Unpaid, Paid, or Awaiting Payment — so you always know at a glance whether that shipment is settled.
Invoices
Finding and downloading your billing documents.
Where do I find my invoices?
Click "Invoices" in the sidebar for the full list, or open one to see its line items and status.
How do I download an invoice?
Open the invoice from the Invoices list — there's a download option right on its detail page.
Account settings
Managing your own account.
How do I change my password?
Open the menu under your name in the top-right corner, and choose "Change password."
Who do I contact if I run into an issue?
Reach out to your Packargo account contact, or WhatsApp/call our team directly — same numbers as on our website.
Still have a question?
Reach out to your Packargo account contact, or get in touch with our team directly.
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