It's normal for tracking to pause for 2-3 days between scans. Your package is likely still moving. Here's what might be happening and when you should take action.
Why tracking pauses
Normal transit gaps
Scans can pause during transfers between facilities, long-haul transit, or on weekends and holidays. This doesn't mean your shipment has stopped moving; it just means it's between checkpoints. Most packages will show new scans every 2-3 business days.
Carrier systems sync at different speeds
Sometimes your local carrier has a newer scan that hasn't reached our tracking page yet. Their system may update before ours. Check the "Your local delivery" section on your tracking page for a link to your local carrier's tracking; they might have more recent updates.
Handoff to local carrier
Sometimes, when a package clears customs, the tracking continues under a new local carrier tracking number. This can make our page appear paused while scans are displayed on the local carrier's site. We'll link the tracking numbers as soon as they sync.
Exception or hold
If your package shows an exception, scans may pause temporarily while the issue is resolved. Common exceptions include:
- Address verification needed: Customs or your local carrier may need to confirm your delivery address before releasing the package. Check your email for requests from customs or your local carrier.
- Customs inspection: Customs may randomly inspect packages, which can add extra processing time. These inspections are outside our control, but your package is safe and will continue once the inspection is complete.
- Additional information required for customs clearance: Depending on your region, customs may need additional details before releasing your package, such as a tax ID or phone number.
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Payment of duties or taxes needed (Delivered Duties Unpaid shipments only): If your shipment was sent Delivered Duties Unpaid (DDU), you didn't pay duties and taxes at checkout. Your package will be held at customs until payment is arranged. You'll receive contact from your local carrier or customs agency with payment instructions. Once payment is made, your package will be released for delivery.
Please note: Passport cannot accept or process duty payments. You must work directly with your local carrier or customs agency.
When to contact support
Wait if:
- It's been less than 7 business days since the last scan
- Your estimated delivery date hasn't passed yet
- There's a service alert affecting your region (check service alerts)
Contact us if:
- No new scans for 7+ days
- You see an exception but haven't received instructions on what to do
Email us at help@passportglobal.com or use the chat button on your tracking page or in our help center. We're available Monday-Friday 1:00 AM - 8:00 PM ET and Saturday-Sunday 1:00 AM - 12:01 PM ET.