April 17, 2026, 2:19 pm | Read time: 4 minutes
Anyone looking to send something via a Packstation can expect maximum security for their shipments. However, if this is not guaranteed, it can become not only annoying but also very costly. Currently, a post is circulating online in which a consumer reports that his package disappeared from a DHL Packstation. It’s about a lot of money.
Package disappeared from DHL Packstation due to malfunction
On the online platform Reddit, a customer complains that his package disappeared from a DHL Packstation. He wanted to send it, and its value is said to be 600 euros, with an additional insurance up to 2,500 euros. According to his account, there was a problem after closing the compartment.
The system did not recognize the closing process. However, the door could not be opened again or pushed shut more firmly. After a timeout, the process reset on the associated screen. As a result, the customer did not receive a receipt for the deposit.
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Later, the affected person returned with a QR code from the app and tried to retrieve the shipment. Unfortunately, the package had disappeared from the DHL Packstation in the meantime. Someone must have taken it when they were placing something inside. At this point, the customer could also open other compartments again using the “compartment too small” function.
DHL reassured beforehand
What the person had feared happened–that their package could disappear from the DHL Packstation. According to his own statements, he had called the hotline beforehand and pointed out this possibility. The response? “Oh, that won’t happen, usually customers leave the package inside.”
For the affected person, the fact that one can theoretically empty other compartments is “simply madness.” The package was not picked up regularly, and an investigation is underway. After twelve years of use, he would now advise against using such a station.
Not an isolated case
There is support and confirmation in the comments. For instance, a delivery person also spoke up, saying they have often observed such situations–packages were where they shouldn’t be, and vice versa. Furthermore, TECHBOOK readers repeatedly report such problems, which apparently persist even after more than a month. In one case, it involved a shipment with a value of 350 euros, and it was unclear whether the package was still in the station or how to proceed with it.
The mentioned reader contacted DHL and was informed that there were “nationwide disruptions.” The problem seems larger than initially appeared. TECHBOOK inquired with DHL, but they denied it, stating that there are “no indications of a nationwide disruption.”
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Errors also on the customer side
In the Reddit comments, there are also references that the original poster did not act correctly. The package was additionally insured. And on a corresponding DHL information page it states: “The deposit, e.g., in the Packstation, is therefore not permitted for packages with transport insurance.”
It is quite possible that he will therefore bear the financial loss. TECHBOOK asked DHL for a statement on the originally known case. We received the following response:
“The Packstation is an established and secure way to conveniently receive and send DHL packages. Unfortunately, in the individual case described by the user on Reddit, a technical error occurred at the machine, which we have since analyzed and resolved. Important: This is not a structural problem with our Packstations.
If customers notice problems when depositing their shipment, we recommend checking the shipment tracking and, if in doubt, scanning the shipment number again and selecting the same compartment size. If the shipment has indeed not been recorded, the compartment will reopen. For questions or problems, our customer service is the right contact.
We continuously optimize the software and hardware of the Packstations to minimize the potential for errors, even in customer operation.”
A DHL spokeswoman
What customers should do
Anyone in a similar situation should, according to DHL, check the shipment tracking and, if necessary, scan the shipment number again and select the same compartment size. “If the shipment has indeed not been recorded, the compartment will reopen,” it says.
For questions and problems, one should contact customer service. However, according to the account, they were unable to help.