DX tracking status

DX tracking not updating: why, and what to do

The short answer

Keep an eye on it

DX has not recorded a new scan on your item, which often happens between depots. If nothing new appears 2 working days after the date you were given, treat it as a problem.

When to act: If nothing new appears 2 working days after the date you were given, file a complaint and we send it to DX.

What to do now

Enter the full number on DX's Track page, plus the postcode of the first delivery address if it asks for one. A calling card number or customer reference works as well.
Compare the date of the last message with the date the seller gave you.
Read your texts and emails as well. In shared histories the text and the tracking page do not always say the same thing.
Look up your area on DX's service updates page.
Keep dated screenshots of the tracking and your tracking number for your complaint.
Still not sorted? File your complaint here. We write it with you and send it to DX, so you do not have to chase it yourself.

Start my complaint

No update for days with another courier

What is going on

DX's tracking changes when an item is scanned or a driver records something, so nothing new appears between those moments. DX does not publish how often it scans. Its page on parcels describes a scan at a local depot, a move to a hub, then a scan at the delivery depot before the van is loaded, so a day can pass between scans.

On home deliveries, DX's page describes a text with a 2 hour window the evening before and a text with a live tracking link that morning, if it has your mobile number. In shared histories the text and the tracking do not always agree, and the tracking can say little beyond the item having left the depot.

Why it happens

The item is travelling between depots
DX has not received the item from the sender yet
A van did not finish its round and the item went back to the depot
The item was scanned at the wrong depot
A large item is waiting for a suitable van

What usually happens next

The next message should be a depot scan, then out for delivery. On home deliveries DX's page describes a text with a tracking link at around 08:30 on the day, if it has your mobile number.

Other DX statuses

Not arrived or delayedKeep an eye on it
Your tracking details have not been recognisedKeep an eye on it
Scanned at the depotKeep an eye on it
Out for deliveryNormal
Sorry we missed youTake action
Delivered but not receivedTake action

All DX statuses →

Who is responsible for a late or missing parcel from DX?

If you bought it online from a business, the seller picked DX and it usually stays responsible until you have the item. Section 29 of the Consumer Rights Act leaves the risk with the seller until the goods reach you or a person you named to take them, unless you booked the courier yourself and the seller did not offer it as an option.

If you sent it yourself on a DX account, your contract is with DX under its conditions of carriage. They cap DX's liability at the limit per package in your service agreement, and DX does not pay the first £25 of any claim.

Questions about “Tracking not updating”

Why is my DX tracking not updating?

The item is usually between scans, for example on its way between depots. DX does not publish how often it scans. A van that did not finish its round can also leave the last message unchanged.

Is DX tracking down?

DX does not publish a status for the tracker itself. Try again later in another browser, and look at its service updates page, which lists incidents affecting deliveries. A tracker problem does not change where your item is.

Can I track a DX delivery without a tracking number?

Not by name or address. DX's tracker takes a tracking number, calling card number, consignment number or customer reference, and DX says it will not give details of an item without a tracking number. Look in your order confirmation, dispatch email and texts.

Based on

DX: How do I track a DX item?
DX: Track my item
DX: What should I do if I don't have a DX tracking number?
reviews.io: DX reviews (shared delivery histories)
DX: DX Parcel (how the process works, depot scans)
DX: DX Home (how home deliveries work, text messages)
Trustpilot: DX reviews (shared delivery histories)
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
DX: Express Conditions of Carriage, the version on its current terms page