Royal Mail tracking status

Royal Mail tracking not updating: why, and what to do

The short answer

Normal

Royal Mail's tracking system has a problem, not your parcel: the website or app could not load your details, often because it is busy. Try again later; the error does not change where your parcel is.

When to act: If the tracking still fails a day later and your parcel is past its due date, file a complaint and we send it to Royal Mail.

Also shown as: “Internal exception occurred” · “We could not retrieve your details” · “Sorry, there was a problem, please try again” · “Sorry, your tracking request couldn't be completed right now. We're seeing higher than usual traffic. Please try again later.” · “Sorry, we're not able to retrieve tracking information for this item”

What to do now

Wait a while and try again. Royal Mail asks you to try later when it has system issues.
Check the number matches the label, receipt, card or dispatch email exactly. Royal Mail tracking numbers are 9 to 27 characters long, and not every service has tracking.
Try the Royal Mail app or another browser if the website will not load.
If your Something for you card shows a 9 digit Unique Card ID, enter it with your postcode on Track your item to see the parcels from your missed delivery.
Still not sorted? File your complaint here. We write it with you and send it to Royal Mail, so you do not have to chase it yourself.

Start my complaint

No update for days with another courier

What is going on

These messages come from the tracking system itself. Royal Mail's own explanation for Internal exception occurred and We could not retrieve your details is that it is experiencing system issues. When traffic is high, the site can also refuse requests and ask you to try again later. None of this changes where your parcel is or how it is being delivered.

A number that Royal Mail does not recognise is a different problem. It usually means the number was typed wrongly, the service has no tracking, or the sender created a label but has not handed the item over yet.

Why it happens

A Royal Mail system problem
Very high traffic on the tracking site
A tracking number typed wrongly
The service used does not offer tracking
The sender created the number but has not posted the item yet

What usually happens next

System errors are usually temporary. When the tracking works again, it shows the item's latest status and history.

Other Royal Mail statuses

Fee to payTake action
DelayedKeep an eye on it
Delivery attemptedTake action
In transit or We've got itKeep an eye on it
Delivered but not receivedTake action
Item retentionKeep an eye on it
We're expecting itKeep an eye on it
Ready for deliveryNormal
Returned to senderTake action

All Royal Mail statuses →

Who is responsible for a late or missing parcel from Royal Mail?

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 chose and booked the courier yourself. The Act does not mention safe places, so if you asked for a Safeplace, the seller may say the parcel was delivered.

If you sent the parcel yourself, your contract is with Royal Mail, under its terms for the service you bought. Standard cover for loss or damage is up to £20 for 1st Class, 2nd Class and Signed For, up to £75 for Tracked 24 and Tracked 48, and up to £750 for Special Delivery Guaranteed by 1pm.

Questions about “Tracking not working”

Is Royal Mail tracking down today?

If you see Internal exception occurred or We could not retrieve your details, Royal Mail says it is having system issues. Try again later. Your parcel is not affected.

Why does Royal Mail say it doesn't recognise my tracking number?

The number may be mistyped, the service may not offer tracking, or the sender may have created the number without handing the item over yet. Check it against your order confirmation and try again a day later.

Can I track a Royal Mail parcel without a tracking number?

No. Royal Mail cannot use a name or address to track items. The number is usually in your order confirmation or dispatch email, and after a missed delivery the Unique Card ID on your Something for you card works with your postcode.

Does Royal Mail tracking update straight away?

Not always. Some services are only scanned when Royal Mail receives the item and when it is delivered, so the status can stay the same for a few days.

Based on

Royal Mail: What does my tracking message mean? (postage tracking terms explained)
Royal Mail: Track your item (status categories and on-page messages)
Royal Mail: My tracking message looks wrong
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
Royal Mail: Non-account terms and conditions (holding periods, tracked product terms)
Royal Mail: UK delivery services and compensation cover