OnTrac tracking status

OnTrac “Incomplete address. Please contact us”: what it means

The short answer

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OnTrac says it needs more detail to finish the delivery, and it warns of a return if it does not get it in 3 business days. This has a time limit, so add your full address or access code today, even if your address looks right to you.

When to act: If your address is complete and this line is still there after 2 business days, file a complaint and we send it to OnTrac.

Also shown as: “We need additional information to complete your delivery and avoid a return. Please contact us within 3 business days” · “Details needed. Please contact us.” · “Unable to Deliver- Incomplete Address” · “Access code needed” · “Attempted delivery needs access code”

What to do now

Compare the address on your order with your real address: street number, unit, ZIP code and your name.
On the OnTrac tracking page, add delivery instructions with your full address, unit number, any gate or door code and where to leave the package.
Note the date and time of this line and count 3 business days from it. That is the limit in OnTrac's note.
If you live in a building, tell the front desk or mailroom that a package is due.
Screenshot the line, the note and your order confirmation showing the address.
Still not sorted? File your complaint here. We write it with you and send it to OnTrac, so you do not have to chase it yourself.

Start my complaint

What does “Incomplete address. Please contact us” mean?

The note under this line on OnTrac's tracking page reads 'We need additional information to complete your delivery and avoid a return. Please contact us within 3 business days'. 'Details needed. Please contact us.' is a shorter version that OnTrac does not explain further. In histories people share, the line often comes minutes or hours after 'Out for Delivery', and once in the same minute, so the question comes up while the package is on the route. It does not say which detail is missing.

It also does not prove your address is wrong. People with ordinary house addresses that get other deliveries report the same line, and one shared chat shows an OnTrac agent writing that the full address was correct and no code was needed. OnTrac's FAQ says that, for security, your retailer has to approve a change of delivery address. Additions such as instructions or access codes go in as delivery instructions, and they may not apply until the next attempt within 1 to 2 business days. People also report adding details and seeing the same line again.

Why does OnTrac show it?

No apartment, unit or suite number on the label
A gated building or lobby that needs an access code
A business address closed at the time of delivery
People also report this line for complete street addresses

How long does it last?

With the details in place, 'Out for Delivery' should come back within 1 to 2 business days. The line can still repeat on several days, as shared histories show, even after people add details. If it is not cleared, OnTrac's note warns of a return, and one person reports a message saying return to sender in 3 business days.

Other OnTrac statuses

Label createdKeep an eye on it
Arrived at FacilityNormal
Out for DeliveryKeep an eye on it
Delayed. Delivery date updatedKeep an eye on it
ExceptionKeep an eye on it
Tracking not updatingKeep an eye on it
Delivery attemptedKeep an eye on it
Delivered but not receivedTake action
Returning package to the shipperTake action

All OnTrac statuses →

Who is responsible for a late or missing package from OnTrac?

If you bought online from a business, the seller chose OnTrac and is its customer, so a late, lost or missing order is in most cases for the seller to put right, with a replacement or a refund. OnTrac's own terms point the same way: claims have to come from the shipper, and a recipient should turn to the company that shipped the package for a replacement or refund.

If you sent the package yourself on an OnTrac account, your contract is with OnTrac under its Service Terms and Conditions, unless you have a separate written agreement. Those terms limit its liability for loss, damage or misdelivery to the lesser of the replacement cost or $100 per parcel, and promise no delivery on a specific day. OnTrac also accepts no liability when the shipper authorized leaving a package without a delivery signature.

Questions about “Incomplete address. Please contact us”

What does 'Incomplete address. Please contact us' mean on OnTrac?

OnTrac wants more detail to finish the delivery. Its note adds that it needs the information within 3 business days to avoid a return. Add your full address and any access code as delivery instructions on the tracking page.

My address is correct. Why does OnTrac say it is incomplete?

The line does not say what is missing. People with ordinary street addresses report it too, and one shared chat shows an OnTrac agent writing that the full address was correct and no code was needed. Add instructions anyway and keep screenshots.

What does 'Details needed' mean on OnTrac?

OnTrac does not define this line. In shared histories it sits between 'Out for Delivery' and 'Delayed. Delivery date updated.', so the delivery did not go ahead that day. Treat it like an incomplete address and add your details.

Can I change my delivery address with OnTrac?

Not on your own. OnTrac says that, for security, your retailer has to approve a change of delivery address. Instructions and access codes can be added as delivery instructions on the tracking page.

What happens after the 3 business days?

OnTrac's note says the information is needed to avoid a return, and its terms let it return, relabel, pass on or discard an undeliverable package. If your address is complete, file a complaint on Complain.biz before the days run out and we send it to OnTrac.

Based on

OnTrac: Frequently Asked Questions
OnTrac: Additional Terms and Conditions (three attempts, undeliverable shipments, claims by the shipper, signatures)
Reddit r/ontrac: screenshot of 'Incomplete address. Please contact us' with its note
Reddit r/ontrac: the same line and note after adding details twice
Reddit r/ontrac: history with the line on two mornings after 'Out for Delivery'
Reddit r/ontrac: history with 'Details needed. Please contact us.'
Reddit r/ontrac: agent writing that the address was correct and no code needed
Reddit r/ontrac: 'Unable to Deliver- Incomplete Address'
Reddit r/ontrac: 'attempted delivery needs access code'
OnTrac: Service Terms and Conditions (liability limit, no guaranteed delivery day)