Frequently asked questions

“NotLost has helped us improve the way we handle our lost property… Their responsive team is a large part of what made this service work for us.”

Customer Service Manager, The O2

About the service

What equipment do I need to run NotLost?

NotLost is entirely web-based so can be accessed via any device with an internet connection.
No special equipment is required, hooray!

Do I need internet access?

Yes, internet access is required to register new items and log onto the lost and found software platform.

How and when will I be billed?

We offer monthly or annual subscriptions and can be flexible to suit your needs. 

Can I have multiple users?

Yes. A licence is issued per venue / event and allows for an agreed number of user accounts within that venue.

Is there a minimum term contract?

Please see the details outlined in your contract given by your account manager. Flexible contracts are available to fit the structure of your business. 

Ownership validation?

At NotLost, our goal is to enable venues to return more items; our software will make this a seamless process, but we leave the final ownership validation up to you.

If you require information about how to better validate ownership, we have lots of handy hints and tips – simply contact your account manager for more information.


How do I reset the password to my NotLost account?
  1. To reset your password go here:
  2. Enter your email address and you will receive a link to reset your password.
  3. If you are still encountering issues please contact your account manager, or email
The platform isn’t loading in my browser, what should I do?

Should your platform stop loading in your browser, try one of the 3 reloading steps below until you’re able to log in.  

Step 1

If you are signed in and experiencing problems, try signing out and then back in.

Step 2 

Try clearing your cache by hitting ‘Ctrl’ + ‘Shift’ + ‘r’ on windows, or ‘Cmd’ + ‘Shift’ +’r’ on Mac.

Step 3 

Try completely closing all the tabs in your browser and exiting your browser. You can do this by going to the task manager on hitting ‘End Task’ on PC or ‘Force Quitting’ on Mac.

For windows hit ‘Ctrl’ + ‘Alt’ + ‘Delete’
For Mac hit ‘Cmd’ + ‘Alt’ + ‘Esc’

Then, reopen your browser and try to sign in again.

If you are still having problems, contact your account manager or email

I can’t see the items I have uploaded into the platform?

Items that are uploaded go into a state of review, this so that you can double check the item details are correct.
To view them go here:

This can also be accessed through the menu:


I’ve lost something, how do I report it lost?

Click here to see a list of some of the organisations we work with.

If you think you’ve lost an item while visiting one of our partners, please contact them directly. NotLost provide services to support their lost and found process, but very rarely handle items on their behalf.

Useful information

How do I create a NotLost shortcut on my Android Device?

To optimise the speed in which you can upload found items to NotLost, here is a simple step to take on your Android mobile device. 

Create a Shortcut on Android Device.

Step 1

Open up Google Chrome on your mobile device. In the url type in and log in to your account.

Step 2 

on the top right of the screen click the 3 vertical dots.

Step 3 

Lastly, click on Bookmarks and add the page. 



How do I create a NotLost shortcut on my iPhone?

To optimise the speed in which you can upload found items to NotLost, here is a simple step to take on your iPhone. 

Create a NotLost shortcut on iPhone.

Step 1

First, open up Safari on your iPhone device, then in the url type in and log in to your account.

Step 2 

On the bottom of the screen, click the More Options Icon in the centre.

Step 3 

Select the ‘Add to Home Screen’ option from the bottom menu.

Step 4 

Lastly, click ‘Add‘ on the Top right of the screen, this will add the NotLost page to your home screen like an App.



How do I add staff members to my NotLost Venue?
Step 1

Sign in to

Step 2

In the menu, click on ‘Profile Settings’ and ‘Venue Staff’.


Step 3

On the right hand side, fill out the ‘Add a new staff member’ details.

Step 4

Ensure the phone number is in a valid format.

Step 5

Ensure you have selected the ‘Role’ for the new user.

Step 6

Hit ‘Save’ and the new user will receive an email to create their password.

What privileges do I have as a Venue Staff, Venue Customer Service or Venue Admin?


Venue Staff

Venue Customer Service

Venue Admin

Upload found items




Edit and update items




Record lost reports




Search for items




Return items




Delete items




Expire items




Add staff




Update venue profile




Update account settings




Can I have multiple users on the same account?

Yes. You can have as many users as are defined in your contract with us.

If you need to add more staff but have reached your limit, just contact your account manager and we can add some more users to your account.

What is the best practice for handling lost property?

Customer invoicing

Do I have to charge customers for returns?

No, customer invoicing is an optional feature within the platform. If your business doesn’t require a handling or postage fee for returning lost property to customers, simply don’t use the service option when completing your returns.  

How do I send invoices in the NotLost platform?

1. Go to Search Found Items

2. Click on ‘More Info’

3. Scroll down to ‘Select Return Option’

4. Enter the customers email (this email will receive the invoice)

5. Check ‘Charge for Return?’

6. Select a value for the invoice

7. If you are posting the item, put in the Postal Address

8. Hit ‘Return’

9. When the confirmation message appears, hit ‘Send Now’

NotLost Customer Invoicing Service

    What happens once an invoice has been paid by your customer?

    1. You will receive an email notification

    2. The item will be visible in “Matched items” > “Invoice Paid”

    3. Click on ‘More Info’

    4. Once it has been posted, hit ‘Mark as Returned’

    5. This will send an email to the customer confirming the item has been posted.

    6. This item will now appear in ‘Completed Items’ >Paid and Returned’

    NotLost Customer Invoicing Service 2