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.
16 October 2026
- Bulk Upload is all-or-nothing: if any row has a mistake, nothing from the file is booked and you get a list of the rows to fix — then upload again. This page used to say valid rows were still booked; that was wrong.
- You can now send up to 10 cartons in one order (or in one Bulk Upload shipment), with a separate waybill label for each.
- Paying by PayNow now confirms more reliably, and any payment we missed is picked up and marked paid automatically within a few minutes.
- You can pay several orders at once from the Invoices page, and download your full transaction history.
- Proof of collection and proof of delivery are separate downloads on each order.
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.
I forgot my password. What do I do?
Contact your Packargo account contact or message our team — we'll reset it for you. You'll then be asked to choose a new password the first time you log in.
What can I do from the Dashboard?
The Dashboard is your home screen: your active orders, your wallet balance (if your account has a wallet), how many orders you've placed this month and in total, a chart of orders by month, and your most recent orders. The sidebar takes you to Orders, New Order, Bulk Upload, 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 the country and postal code you're sending from and to, plus weight and dimensions, for an instant price in SGD or MYR. 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 the parcel details, then sender and recipient details, before reviewing the final price and choosing how to pay.
Can I send more than one carton in the same order?
Yes. Add each carton with its own weight and dimensions — up to 10 cartons in one order, all going to the same recipient. The price is worked out from the cartons together, and each carton gets its own waybill label marked "Carton 1 of 3", "Carton 2 of 3" and so on.
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. You can also add optional instructions for the driver on each side, such as "call on arrival" or "leave at the guardhouse".
Can I choose the collection date?
Yes, it's optional. The collection cut-off is 4pm Singapore time: book before 4pm and the earliest collection is tomorrow; book at or after 4pm and it's the day after. The date picker only offers dates that are possible.
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 is the declared value required for some shipments?
When the sender and recipient are in different countries (Singapore to Malaysia or the other way round), the declared value and a short description of the contents are needed for customs. They're asked for on every carton of a cross-border order.
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?
It depends on how your account is set up. Wallet accounts pay from their wallet balance in one click — the amount is deducted when you book. Accounts that pay per order are taken to a Payment step: card or PayNow for an SGD account, or our online payment page for an MYR account. Accounts billed by invoice don't pay at booking at all — the shipment is added to your invoice instead.
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. The "Customer email" column must be your own login email; the template books orders for your account only.
How do I put more than one carton in a shipment?
Add extra rows directly below the shipment's first row. Leave "Customer email" and every sender and recipient column blank on those rows, and fill in only the carton columns (weight, length, width, height — and contents and declared value for a cross-border shipment). Each such row adds one more carton to the shipment above it, up to 10 cartons per shipment.
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?
Nothing from that file is booked. If any row has a problem, the whole file is rejected and you'll see a list of every row that failed, with its row number and the reason. Fix those rows in your spreadsheet and upload the file again. This is deliberate: it stops you ending up with half a batch booked and having to work out which rows made it through. Once every row is valid, all of them are booked together.
My account uses a wallet — is there anything extra to watch for?
Yes. Your wallet needs enough balance to cover the whole file at once, not just each row on its own. If it doesn't, the upload is rejected and the message tells you the combined total and how much to top up first.
How long does an upload take, and can I leave the page?
Every address is checked live, so bigger files take longer — roughly a few minutes for 150 rows and 10 minutes or more for 500+. You don't need to stay on the page or upload again: processing carries on in the background and the page shows the result when you come back. For regular large uploads, splitting into batches of about 100 to 150 rows finishes faster.
Can I print the waybills for a bulk upload?
Yes. When your file has been booked, the page offers "Print waybills for these shipments" — one label per carton, ready to print in one go.
Tracking & delivery
Following a shipment from pickup to delivery.
How do I check the status of my order?
Open "Orders" in the sidebar. You can search by order number, receiver, sender or address, filter by In Progress, Completed or Cancelled, 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.
Can I follow my driver live?
Once a driver has been assigned to a collection or delivery, a "Track this delivery" button appears in the Progress section of the order. It opens a live tracking page.
How do I get proof of collection and proof of delivery?
Each leg has its own proof. Once a collection is completed, "Download proof of collection" works on that order; once the delivery is completed, "Download proof of delivery" does. If you press one too early it will tell you it isn't available yet. A completed driver update can take a few minutes to show up.
How do I print a shipping label?
From an order's detail page — or by ticking several orders in your Orders list — click "Print waybill" for a ready-to-print label with a scannable barcode and QR code. An order with several cartons prints one label per carton.
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, pick a top-up amount, and pay — by card or PayNow for an SGD account, or through our online payment page for an MYR account. Funds land in your wallet balance as soon as the payment is confirmed and can be used toward any future order. Some top-up amounts come with a bonus, shown next to the amount as the credit you will receive and the percentage extra.
Does my wallet credit expire?
Yes. Unused wallet credit expires 6 months after your last top-up, and topping up again restarts that clock. Your Wallet page shows the exact expiry date and warns you when it is close.
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 or PayNow for SGD, our online payment page for MYR), or — if your account is billed by invoice — it's added to your invoice and you pay it from the Invoices page.
Can I pay for several orders at once?
Yes. On the Invoices page (or your Orders list), tick the orders you want to pay and choose "Pay from wallet" or "Make payment". They must all be in the same currency. You pay one combined amount, and every ticked order is marked paid together.
I paid by PayNow. How long until my order shows as paid?
Usually within seconds: the page confirms your payment as soon as it goes through. A PayNow QR code is only valid for 5 minutes, so scan and pay straight away. If you paid but closed the page or switched to your banking app, don't pay again — we check for completed payments automatically and your order will be marked paid within a few minutes. If it still shows Pending Payment after about 10 minutes, contact us with the order number.
What do the different payment statuses mean?
Every order shows one of two payment statuses: "Pending Payment" (not yet paid) or "Paid". An order on invoice terms stays Pending Payment until the invoice is paid.
Invoices
Finding and downloading your billing documents.
Where do I find my invoices?
Click "Invoices" in the sidebar. Switch between Not paid, Paid and All to see what is outstanding or already settled, with each invoice's number, status, amount and order.
How do I download an invoice?
Open the order from the Invoices list. Its "Invoices & documents" section lists every invoice for that order, with the line items and a download button for each.
Can I download a record of all my transactions?
Yes. The Invoices page has a "Download transaction history" button that exports your history to a spreadsheet. The Wallet page also lists every top-up, bonus and deduction, and lets you download the invoice for a top-up.
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."
Can I cancel an order myself?
Not from the portal. Contact us as early as you can: if the shipment hasn't been collected yet it can normally be cancelled and the shipping charge refunded.
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.
Contact Us