Essential delivery training · Vans & eCargo bikes
OTP & high-value deliveries
The right parcel. The recipient present. Verification before handover.
Get the delivery passcode from the person receiving the parcel, in person at the stop. Keep the parcel until the app accepts the required verification.
What is a delivery OTP?
OTP means one-time passcode/password. Some deliveries require a code in the app before the parcel can be released. Amazon’s UK driver FAQ says the recipient must provide it in person, not over the phone or in advance.
A delivery passcode is different from an Amazon account password, a sign-in security code or a banking code. Ask only for the code linked to the delivery. Do not ask to sign into the customer’s account or handle their personal device.
Being behind on route, delivering to a familiar address or finding the building door open does not remove a parcel’s verification requirement.
At the stop: follow this order
- Park safely and confirm the shipment. Check the address, parcel and delivery instructions. Read each parcel separately, even when several are going to the same person.
- Identify the OTP requirement. Use the app’s current parcel-level prompt. Do not assume the code rules from packaging, an earlier delivery or the apparent value.
- Meet the receiving person. Keep control of the parcel and explain that the delivery needs its passcode. Do not hand it over while the customer searches.
- Ask for the delivery code in person. Let the recipient find it in their delivery information. They should operate their own phone. Do not collect a code by phone, intercom, text message or an advance note.
- Enter carefully and wait. Enter the code in the correct stop and parcel workflow. Make sure the app accepts it; hearing a code is not the same as successful verification.
- Complete every other check. If the shipment also needs age verification or another handover check, finish that too. Then hand over and record the real recipient/location and outcome.
Check the app has saved the delivery before moving on. Never mark the parcel delivered before the actual handover.
High-value deliveries: what changes?
“High value”, “HV” or similar handling information should prompt extra attention to the parcel’s current instructions. High-value handling and OTP verification are related, but they are not interchangeable labels.
| Requirement | What you must check |
|---|---|
| OTP | The required delivery passcode is provided in person and accepted by the app before handover. |
| High-value handling | Follow that shipment’s security, recipient and handover instructions. Do not decide from a guessed item value. |
| AVD | Complete the recipient’s required age/ID verification. An OTP does not replace it. |
A practical high-value handling routine
- Keep the parcel secure during loading, travel and the approach to the stop. Do not leave it exposed while looking for the recipient.
- Avoid announcing or discussing the parcel’s contents or value in public. You do not need to open it to decide the delivery process.
- If the app requires attended handover, do not substitute a doorstep, shelf, mailroom or neighbour outcome.
- Only use a reception, concierge or other recipient where the parcel’s instructions permit it and all verification is completed with the receiving person.
- For damage, suspected tampering, loss, threats or an unclear security instruction, keep yourself safe and contact your Site Manager through the approved work channel.
There is no universal price threshold on this guide. Amazon retail orders and Amazon Shipping services can use different eligibility rules. The driver’s task is to follow the actual shipment prompt, not estimate whether the item is expensive enough for a code.
No code, wrong code or no recipient
Keep the parcel. Do not improvise verification. Let the recipient check the delivery notification or tracking information for the correct shipment. A code for another order or another day may not be the one requested.
- Code rejected: confirm the correct parcel and check the digits with the recipient. Do not repeatedly guess numbers or copy a code from another stop.
- Code unavailable: use the current app’s missing/incorrect-code help and Driver Support. Do not rely on an old phone-number workaround or instructions from an unofficial video.
- Nobody can receive it: do not leave an OTP parcel unattended or obtain a remote code to make a false attended handover.
- Still blocked: tell your Site Manager, record the truthful reason and follow the current contact, reattempt and return process.
Do not promise that support can remove a check, that a particular number of retries will always be available, or that an unsuccessful stop will never affect a metric. Follow the instructions for the actual case.
Common situations
“I’ll read you the code over the phone—leave it by the door.”
Do not complete the OTP handover. The receiving person must be present; a remote code does not turn an unattended parcel into an attended delivery.
The code is written in the delivery notes or on the door.
Do not treat a saved note as in-person verification. Follow the current app and support process with the recipient present.
The customer says it is only a cheap item.
The app’s OTP prompt still applies. Do not waive it because the customer disputes the value.
A parcel looks expensive but no OTP is requested.
Check its specific handling and handover instructions. Do not invent an OTP requirement or assume all delivery options are allowed.
There are three parcels for the same address.
Read each parcel’s prompts. Complete whatever the app requires for each shipment; one successful check does not give blanket permission to skip the others.
The app requests age verification as well.
Complete both workflows before handover. Read the full AVD guide.
Video training and a trainer demonstration
The OTP lesson available to your account may be inside the Amazon Delivery / Flex app. While safely parked, open its menu and look for Resource Portal, Learning Portal or the training section. Search the available topics for passcodes, secure handover and high-value deliveries. Names and availability can vary; ask your trainer if you cannot find the lesson.
Use the approved in-app lesson. An account-login or two-step-verification video is not a delivery-OTP demonstration.
Ask your trainer to demonstrate
- Where the parcel’s OTP or security requirement appears.
- The order of verification and physical handover.
- The current missing/incorrect-code support screen.
- How to record a truthful unsuccessful outcome and return the parcel.
Practise with an authorised training example. Never publish a real customer’s passcode or parcel information in a recording.
A simple way to explain the check
“This delivery needs its passcode before I can hand it over. Please check the delivery details on your own phone. I’ll enter the delivery code here and wait for the app to confirm it.”
Before moving on
- Right parcel, address and receiving person.
- Code obtained in person and accepted in the correct workflow.
- Any AVD or extra security checks completed.
- Actual handover recorded—or the truthful reason it could not be completed.
Official references
Amazon Flex UK FAQs: delivery OTP requirements ↗ · Amazon UK: one-time-password delivery help ↗ · Amazon Shipping: secure-delivery features ↗
The Shipping reference describes that separate service; do not transfer its thresholds or settings to every Amazon delivery. Reviewed 28 October 2026. This is practical Lowe Driver Hub guidance; current app instructions and approved fleet training take priority.
Use in-app Driver Support and your own Site Manager. Do not post delivery codes, customer screenshots or account security information in website feedback.
