Tracking not updating: what to check
Distinguish an unchanged carrier scan from a cached result, a failed lookup or a delivery delay.
Updated · Track91 team
First identify what you are seeing
- No record found: the reference may be incorrect, the wrong carrier may be selected, or a tracking record may not yet be available.
- An old scan: no newer event is available to the integration. A shipment can move between recorded checkpoints.
- A cached result: Track91 is showing a previously stored response. The last carrier scan and the last tracking check describe different times.
- A failed lookup: a timeout or unavailable integration has prevented a fresh check. This does not establish whether the shipment is moving or delayed.
Check the reference and assigned carrier
Compare the full tracking number with the receipt or dispatch message, including letters and leading zeros. An order ID may be different from the carrier’s reference. If the sender names a delivery partner, check whether that partner has issued a separate tracking number.
Use the courier directory to find the appropriate tracking page. If you are unsure which number to use, read tracking number vs order ID.
Compare the official tracking record
Check the same reference on the carrier’s official website or app. Compare the latest event, its date and any location or remarks. Account for the displayed timezone when comparing timestamps.
If the official tracker has newer events, use that information. Track91’s result may be cached or the integration may not have received the latest record. If both show the same old event, the carrier or sender is the right place to ask for an update.
Read the last event before deciding what to do
- Label created or booking received: shipment information exists, but that event alone does not confirm physical collection. Ask the sender whether it has been handed over.
- In transit or between facilities: the next event may appear at another checkpoint. A tracking timeline does not show every movement or a live GPS position.
- Carrier handover or international processing: check for a partner reference or instructions from the carrier. Different systems may publish updates at different times.
- Exception, hold or failed attempt: read the accompanying reason and follow the carrier’s instructions. Waiting for another scan may not resolve an action-required event.
When to contact the sender or carrier
There is no universal waiting period that applies to every courier, postal service or freight shipment. Use the estimate for your booked service and the carrier’s own support guidance. Contact the sender or carrier if that estimate has passed, the status requests action or the official record appears incorrect.
Have the tracking reference, booking or order details, latest event and expected delivery date ready. Ask a specific question: has the shipment been collected, is an address correction needed, or is it awaiting pickup at a collection point? A missing scan alone is not proof of loss.
When to contact Track91
If the official tracker works but Track91 fails or shows inconsistent information, report the tracking problem with the carrier name, page address and a description. Track91 can investigate its lookup, but the sender or carrier must handle delivery arrangements and shipment investigations.
Track91 is an independent tracking service. Report a correction.