My tracking number is not updating — what should I do?

Steps to take when a shipment is in transit but the tracking status has not changed in days.

Tracking events flow into the platform from EasyPost, which monitors every label across all major carriers. If a tracking number has stopped updating, the carrier has stopped reporting scans — the platform shows whatever the carrier provides.

Confirm the tracking number is correct

Open the order detail page and copy the tracking number, then paste it directly into the carrier's website. If the carrier site shows the same stale status, the issue is on the carrier side and there is nothing the platform can refresh.

Wait 48 hours before escalating

It is normal for packages to go silent for 1-2 days during long-haul transit, especially over weekends and holidays. Most "stuck" packages start scanning again on their own.

Force a tracking refresh

A backfill job runs automatically every hour to re-poll EasyPost for any tracker that has not updated recently. If you need an immediate refresh, warehouse admins can trigger one from the Sync Errors page.

Still need help?

If this article did not solve your problem, our team is happy to help. Email us at support@myonlineseller.com or visit our Contact page. Include your account email and any relevant order, invoice, or shipment IDs so we can dig in quickly.