Why your tracking number isn’t found, and what to try

“Number not found” is alarming, but it rarely means your parcel has vanished. Usually, the courier’s system has no scan to show yet, or the number is being searched in the wrong place. Work through these in order.

1. Give it time

A number can exist before the parcel is in the courier’s hands. Sellers often create a label when packing an order, and the first scan may come a day or more later. If the number was issued today, try again tomorrow.

2. Check the number character by character

Compare it with the original email or receipt. Copying from a screenshot or a faded receipt often introduces a mistake. If your number has 13 characters with two letters at each end, our tracker can test its check digit.

3. Make sure it’s the right courier

This is the most common cause after timing. Couriers cannot usually see each other’s numbers, so searching a Delhivery number on a DHL page will find nothing. Your dispatch email or receipt should name the courier. Number lengths overlap, so don’t rely on length alone.

4. Check it’s a tracking number at all

Order numbers, invoice numbers and customer references can look very similar. Look for a line specifically called tracking, waybill, consignment or AWB number.

5. Try the destination country’s post

International parcels are often handed from one postal service to another. If it has been in transit for some time, try the same number with the destination country’s post. Our guide on international handovers explains why this can help.

6. Check whether the record has expired

Couriers don’t keep tracking history forever. If the parcel was posted months ago, its record may have been removed, even if it was delivered successfully.

7. Ask the sender

If several days have passed and nothing has changed, contact whoever sent the parcel:

• Ask them to confirm the number, the courier and the date of posting.
• Ask whether the parcel was handed over, or only labelled.
• If you bought the item, the seller is normally your first contact, as they arranged the delivery.

A sender can also contact the courier with the original receipt, which carries more weight than a number alone. If it seems the parcel really is missing, read how to report a lost or damaged parcel.

A quick way to narrow it down

The number was issued today or yesterday

Most likely it’s too early. Check again after the next working day.

The dispatch email names a courier, but its site finds nothing

Check for typing mistakes, then give it a day or two. If nothing changes, ask the seller to confirm the number.

The email names no courier

Look for a link within the email itself, or check the order page in your account. If there’s nothing, ask the seller which courier they used.

The number is 13 characters and ends in two letters

It’s probably a postal number. Try the post of the country shown by those letters, followed by the destination country’s post.

The number worked before, but now doesn’t

The record may have expired, or the courier’s site may be having problems. Try again later, and look through your earlier emails for updates.

What not to do

• Don’t pay anyone to trace your parcel. Tracking on official courier websites is free.
• Don’t share your OTP, card details or bank details to “unlock” tracking.
• Don’t call a number from a search result without checking that it’s on the courier’s official website.