Evri tracking status

Evri tracking not updating: why, and what to do

The short answer

Keep an eye on it

Your Evri tracking has usually stopped because the parcel is waiting for its next scan at a hub or depot, or because Evri's website has a fault. If it still says We're expecting it, Evri does not have the parcel yet.

When to act: If a status other than We're expecting it has not changed in 24 hours, file a complaint and we send it to Evri.

Also shown as: “We could not retrieve the details for this Evri tracking number. Please check and try again.” · “We couldn't find any parcels matching your details. Please check your tracking number and postcode and try again.” · “Something went wrong. Please try again.”

What to do now

Check the last status. If it is We're expecting it, Evri does not have the parcel yet, and only the sender can hand it over.
If the tracking page will not load, refresh it, clear your browser cache or try the Evri app or another device.
If the page says it could not find any parcels matching your details, check the 16-character tracking number and the postcode you entered.
Keep screenshots of the tracking history with the date of the last scan, for your complaint.
Still not sorted? File your complaint here. We write it with you and send it to Evri, so you do not have to chase it yourself.

Start my complaint

No update for days with another courier

What is going on

Evri scans a parcel at each depot and hub and when the courier takes it. Between scans the tracking stays still. A long gap usually means the parcel is waiting at a hub or depot, has missed a connection, or has a label that cannot be read. Evri's own parcel detectives say a damaged, unreadable or lost label is the most common reason a parcel goes missing.

Sometimes the problem is the tracking page, not the parcel, and each error usually means something different. We do not recognise this as a valid Evri tracking number points to a typing mistake or a number Evri has not received yet. We couldn't find any parcels matching your details means the tracking number and postcode do not match. We could not retrieve the details for this Evri tracking number points to a fault on Evri's side. Evri suggests refreshing the page, logging out and back in, clearing your browser's cache or trying another browser or device.

Why it happens

The parcel is waiting at a hub or depot for its next scan
A missed scan
A damaged, unreadable or detached label
High volumes in busy weeks
Evri's tracking website or app is not working
Evri has not received the parcel yet, if it still says We're expecting it

What usually happens next

The next scan should move it on to In transit or Out for delivery. If the parcel does not turn up and you bought it from a business, the seller is responsible until it reaches you.

Other Evri statuses

DelayedKeep an eye on it
Delivered but not receivedTake action
Lost parcelTake action
Ready for collectionTake action
In transit (at the local depot)Normal
We've got itNormal
Delivery attempted or action neededTake action
Out for deliveryNormal
We're expecting itKeep an eye on it
Returned to senderTake action

All Evri statuses →

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

If you bought it online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act) the goods stay at the seller's risk until they are in your hands, or with someone you named to take them, unless you booked your own courier that the seller did not offer. Retailers have their own contracts with Evri, so for an online order a refund comes from the seller.

If you sent the parcel yourself, your contract is with Evri, under its terms. Standard cover is up to £20 for loss or damage plus a refund of the delivery charge, letterbox-size Postable parcels only get the delivery charge back, and Full Cover bought when booking goes up to £999.

Questions about “Tracking not updating or not working”

Why is my Evri tracking not updating?

Usually because the parcel is waiting between scans at a hub or depot. A missed scan or a damaged label can also stop it; Evri says a damaged, unreadable or lost label is the most common reason a parcel goes missing.

Is Evri tracking down?

Check Evri's service status page and try another browser or device. If the page loads but shows no information, Evri may not have received the parcel from the sender yet.

My Evri parcel has not been delivered. What do I do?

Check the last status first: We're expecting it means Evri does not have the parcel yet, and Delivered comes with a photo and map of where it was left. If you bought it online, the seller is responsible until the parcel reaches you. If the status has not changed in 24 hours, file a complaint on Complain.biz and we send it to Evri.

What does on hold mean on Evri tracking?

Evri's help pages do not explain this wording. Parcels from abroad are held at an Evri gateway while they clear customs, so for those that is a likely reason.

Based on

Evri help centre: My tracking status hasn't changed in 24 hours
Evri FAQ: What can I do if I haven't received my parcel?
Evri FAQ: How do I track my parcel?
Evri FAQ: Is there a problem with the website?
Evri: Service status
Evri FAQ: What is an Evri gateway?
Evri press release: how Evri tracks down missing or damaged parcels
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
Evri: Terms and conditions (compensation, delivery estimates, delivery attempts, claims)
Evri guide: Parcel cover and how to claim