Frequently Asked Questions
How can we help?
The NotLost basics
What is NotLost and how does it work?
NotLost is a lost and found software solution for business. It combines powerful image recognition and automatic matching with a host of customer-friendly features, such as automatic outbound emails, online lost reporting and self-checkout for returns. You can find out more here!
What are the benefits of using NotLost?
NotLost software helps teams free up valuable staff time, return more items of lost property, recoup costs and deliver an excellent service for their customers! It also helps to ensure best practice in all areas of lost and found management.
Who else uses NotLost?
NotLost is used across a huge variety of industries, such as transport, hotels and visitor attractions or concert venues. We are proud to work with many of the UK’s leading brands, including Westfield, UCL, Alton Towers, The O2, Hyatt Regency and the Oxford Bus Company.
Do I need to be a big venue to use NotLost?
No, we work with small boutique hotels, all the way through to the busiest music arena in the world (and everything in between!)
Do I need to manage the items myself?
Yes, NotLost is a software platform and we don’t physically handle lost and found property for our customers.
How do I find out more information?
You can talk to us here to find out more!
Getting started & billing
How do I get started?
Getting started with NotLost is quick and simple. There is no software to install and you can use your own devices. After a quick demo we will email you with a link to create a password, then you’re good to go! To find out more, please get in touch.
How much does it cost?
We have a range of plans to suit every sized business. For more information, please contact our sales team.
What kind of commitment do I have to make?
We offer either monthly or annual contracts, it’s up to you!
What equipment do I need to access NotLost?
NotLost is completely browser-based – you just need either a computer, tablet or smartphone that can access the internet.
Do I need internet access?
Yes, to upload items and manage customer enquires requires an internet connection.
Which languages does NotLost support?
NotLost currently supports English only.
In what countries can I use NotLost?
You can use NotLost in every country in the world.
IT & security
Can customers see what we have in our lost property?
No, never! Only designated staff members can view your items and make any changes.
Is it secure?
Yes, NotLost is password protected and has various levels of staff access.
Is NotLost GDPR compliant?
Our solution is 100% compliant with data protection and GDPR laws in Europe. For more information, please visit our GDPR and Privacy Policies.
Will this require installation or access to our network?
NotLost is entirely cloud-based and does not require any integration with current systems.
How do I validate items with NotLost?
We always leave the final-stage validation down to our customers, as policies tend to vary between different industries. Our platform helps this process by providing a secure place to capture return information, as well as a digital record of all items that are returned (including who returned them and who they were returned to!)
Need help or support?
UK phone support is available for NotLost customers (Monday – Friday, 9.00am – 5.30pm) on +44(0)20 8037 3970
Where can I find the manual/training guides?
How do I reset the password to my NotLost account?
If you need to reset your password, please go to https://admin.notlost.com/ and click “Forgot Password.” This will send an email link to create a new password. Remember passwords are case sensitive. If you are still having issues, please get in touch with our support team here.
The platform isn’t loading, what should I do?
Most issues can be resolved by logging out and then exiting the browser that you are using, before reloading NotLost. If you are still having issues, please clear your cache and then reload the page. Alternatively, contact us here!
How do I add a shortcut to my iPhone/Android device?
To optimise the speed in which you can upload found items to NotLost, here are some simple steps you can take on your Android or iPhone mobile device.
Create a Shortcut on Android Device
Open up Google Chrome on your mobile device. In the url type in admin.notlost.com/and log in to your account.
On the top right of the screen click the 3 vertical dots.
Lastly, click on Bookmarks and add the page.
I’m not sure how to use NotLost!
Please get in touch so we can help out!
Best practice for item management
How long should I keep unclaimed items for?
In the UK, the law states that you should take ‘reasonable steps’ to register, store and respond to enquiries before disposing/recycling an item. We can make recommendations for what constitutes reasonable on a sector-by-sector basis. Why not get in touch?
How do I get rid of unclaimed items?
Please visit our recycling best practice guides here.
How do I register cash, ID cards and other valuable items?
Please visit our item registration best practice guides here.
We have a lot of found items, but less enquiries, how can we change that?
People often don’t enquire about lost property, as they think it’s gone for good. Here at NotLost we’re trying to change that!
You can help by displaying clear information about your process (for example on your website), sharing information on social media and making sure all staff are up to speed on what to do. For more information, see here!
We do not handle lost items or enquiries on behalf of our customers.
If you have any of the below issues, please contact the venue or operator directly:
– How do I report something lost?
– I’ve selected delivery, can I collect it instead?
– Can I have my item shipped?
– What are the shipping options?
– I’ve selected collection, can I get it delivered instead?
– Can someone else collect my item?
– Can I track or check status of my delivery?
– What payment methods do you accept?
– I lost the reference email.
– My parcel is damaged.
– I never received my package/parcel, lost.