# OnTrac Customer Service: Live Chat, Text Line, and Hours > OnTrac customer service runs through live chat on ontrac.com or texting 703-348-8441, open Monday-Friday 8 a.m.-9 p.m. and weekends 8 a.m.-8 p.m. Eastern. - **Author**: Charles Helms - **Published**: 2026-10-29 - **Category**: ontrac - **URL**: https://trackingadvice.com/ontrac-customer-service/ --- OnTrac customer service works by chat and text, not by a published phone number: chat with a live agent through the red chat icon on ontrac.com, or text "start" to 703-348-8441, Monday-Friday 8 a.m.-9 p.m. and Saturday-Sunday 8 a.m.-8 p.m. Eastern. For an address change or a delayed order, the retailer is often the right contact (table below). Live tracking for any OnTrac number is on our [OnTrac tracking page](https://trackingadvice.com/carriers/ontrac/). ## OnTrac customer service channels and hours **OnTrac support runs through live chat on ontrac.com and a text line; your retailer handles address changes and orders OnTrac has not received.** | Channel | How | Hours (Eastern) | Use it for | | --------- | -------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------- | ------------------------------------------------------------------------------------------- | | Live chat | Go to [ontrac.com](https://www.ontrac.com/) and click the red chat icon (the virtual assistant, called Wink) at the bottom right | 8 a.m.-9 p.m. M-F; 8 a.m.-8 p.m. Sat-Sun | Reaching a live agent, submitting delivery instructions, or opening an investigation ticket | | Text line | Text "start" to 703-348-8441 (text-only; standard message and data rates apply; text STOP to opt out) | Self-service line | Text-only tracking of a package or opening a case | | Retailer | Contact the store you ordered from | Not an OnTrac channel | Address changes, missing tracking numbers, and shipments delayed past 3 business days | _Verified on the carrier's website._ The Contact Center is closed on Christmas Day and New Year's Day, and the [support page](https://www.ontrac.com/support/) also lists December 26. ## Does OnTrac have a phone number? **OnTrac's support page and FAQ list no customer service phone number, only live chat and a text line.** No number. Chat and text. Under the question "How can I reach the OnTrac Customer Service team?" in OnTrac's official [FAQ](https://www.ontrac.com/faq/), the company lists only web chat and its text line. A direct check of ontrac.com on 2026-10-29 across the homepage, [support page](https://www.ontrac.com/support/), FAQ, and tracking page found no customer service phone number on any of those four pages. Phone numbers that appear on third-party sites and in AI answers do not appear on ontrac.com, so this page does not list them. Live chat through the website virtual assistant Wink is OnTrac's genuine route to reach a human representative. ## How to reach a real person at OnTrac **To connect with a real person at OnTrac, launch the chat assistant on ontrac.com during operating hours and request a live representative.** 1. Have your tracking number ready before you begin (valid OnTrac tracking numbers begin with "C", "D", "1LS", "LS", "LX", or "BN"). 2. Go to [ontrac.com](https://www.ontrac.com/) during contact center operating hours. (Yes, weekends too, until 8 p.m. Eastern.) 3. Click the red chat icon (the virtual assistant, called Wink) at the bottom right of the website. 4. Ask for a live agent or request to create an investigation ticket. 5. Save your ticket number and keep the ticket email for updates. The text line (text "start" to 703-348-8441) is a text-only, self-service channel designed to track a package or open a case. ## Who fixes what: OnTrac or the retailer **OnTrac opens investigations and takes delivery instructions through Wink; your retailer handles address changes, missing tracking numbers, and packages OnTrac has not received.** | Problem | Contact | What OnTrac says | | --------------------------------------------------- | --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Tracking not updating on a new shipment | OnTrac or Retailer | Give it 1 to 3 days after the shipping email (some shippers need up to 24 hours to add tracking), and check that you entered the tracking number, not the order number. | | Status shows label created with no package movement | Retailer | OnTrac does not have the package yet. No change in 3 business days means the retailer is the one to contact. | | Package marked delivered but not found | OnTrac, then Retailer | Open a ticket with Wink to start an investigation and watch your email; after 2 business days with no update, go to the retailer. See also our guide to a [package delivered to the wrong address](https://trackingadvice.com/package-delivered-to-wrong-address/). | | Address change after shipping | Retailer | Only the retailer can approve it, for security reasons. | | Adding delivery instructions | OnTrac | Open a ticket with Wink using a valid tracking number; if the package is already out for delivery, the note may only apply to the next attempt, within 1 to 2 business days. | | Refusing a package | OnTrac | Open a ticket with Wink, or leave a note on the door if it is out for delivery. | | Missing tracking number | Retailer | Ask the retailer. OnTrac numbers start with C, D, 1LS, LS, LX, or BN. | ## When OnTrac delivers **Residential packages typically arrive between 8 a.m. and 9 p.m. local time on the scheduled date across OnTrac's service network of 35 states and Washington, D.C.** Select service areas also deliver on Saturdays and Sundays between 8 a.m. and 9 p.m. To monitor your parcel's progress, track the shipment on [ontrac.com](https://www.ontrac.com/) and click "Get Text Alerts" (NotifyMe). ## FAQ ### What is the OnTrac customer service phone number? OnTrac does not publish a voice phone number on ontrac.com. Its support page and FAQ list only web chat and a text-only line at 703-348-8441. ### Can I talk to a live person at OnTrac? Yes. Go to [ontrac.com](https://www.ontrac.com/) and click the red chat icon at the bottom right of the page to launch the virtual assistant, Wink. Ask for a live agent during the Contact Center hours. ### What are OnTrac customer service hours? Monday to Friday 8 a.m. to 9 p.m. Eastern, and Saturday and Sunday 8 a.m. to 8 p.m. Eastern. It is closed on Christmas Day and New Year's Day, and the support page also lists December 26. ### Is OnTrac customer service open on weekends? Yes, live customer service is open on both Saturday and Sunday from 8 a.m. to 8 p.m. Eastern. You can connect with support staff through the web chat widget on ontrac.com during these hours. ### My OnTrac package says delivered but I don't have it. What do I do? Go to ontrac.com and use the virtual assistant Wink to create an investigation ticket, then check your email for the investigation process. If more than 2 business days pass with no update, contact your retailer. ### Can OnTrac change my delivery address? Not on its own. For security reasons, your retailer must approve an address change after shipping, so contact the store you ordered from.