# UPS Tracking Not Updating: How Long Is Normal and What to Do > UPS tracking pauses when shipments travel long distances between hubs, so check your scheduled delivery date before filing a claim or calling support. - **Author**: Charles Helms - **Published**: 2021-01-15 - **Updated**: 2026-10-22 - **Category**: ups - **URL**: https://trackingadvice.com/ups-tracking-is-not-updating/ --- UPS tracking stops updating when a package travels long distances between hubs because UPS may not scan it again until it reaches the destination hub. If your scheduled delivery date has not passed, the package is usually moving as planned, so wait until that date passes before you call support or start a claim. (Refreshing the page will not add a scan.) Network closures also cause expected scan gaps. For example, UPS closes on Nov. 26 and Dec. 25, 2026. Check your shipment status on our [UPS tracking hub](https://trackingadvice.com/carriers/ups/) or read our [UPS customer service guide](https://trackingadvice.com/talk-real-person-ups/) if your package has stalled past its delivery date. ## How long can UPS tracking go without an update? UPS captures movement information each time a package is scanned, but shipments do not receive updates every hour they travel. **Your scheduled delivery date tells you if a shipment is delayed, not the time since the last scan.** Match your next step to the status, not to the clock. | Tracking Status | What UPS Says It Means | What to Do Now | | --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------- | | Label Created | UPS received shipment and billing details from the sender; status updates once UPS has possession and moves it. | Wait for the sender to give the package to UPS; check drop-off confirmation with the merchant. | | On the Way | The package is moving through the network with a scheduled delivery date; long-distance moves likely will not scan until reaching the destination hub. | Watch the scheduled delivery date; allow transit time between regional hubs. | | Out for Delivery | The local facility dispatched it to a driver for final delivery; drivers generally deliver as late as 9 p.m. | Wait through the evening; if undelivered, UPS attempts delivery again the next business day. | | Transferred to Post Office for Delivery | The sender requested final delivery by the local post office; allow an extra day or two for final delivery. | Allow one to two additional days for the local postal carrier to finish delivery. | | Exception | An unexpected error occurred in the network that may change the scheduled delivery date; details appear in Shipment Progress. | Check the Shipment Progress section on the Tracking Detail page for the specific reason. | | Delivery date passed | Not a UPS status: the scheduled delivery date has gone by with no delivery scan. | Check full tracking history, then contact the sender or UPS customer service. | _Verified on the carrier's website._ The service on the label sets the delivery window. | UPS Shipping Service | Standard Delivery Commitment | What UPS Says About Tracking | | ------------------------------------- | ---------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------- | | UPS Ground | Delivered within 1 to 5 business days | On the Way may remain in this status for several days, especially when traveling long distances. | | UPS Ground Saver | Comparable to Ground plus 1 to 2 business days | When applicable, visibility may continue during final delivery handled by USPS; delivery photo only when UPS delivers. | | UPS Next Day Air / Next Day Air Saver | Delivered next business day | Guaranteed delivery time for Saver extended to end of day, 11:59 p.m., until further notice. | _Verified on the carrier's website._ UPS publishes no hour count for a normal scan gap and no day count after which a package counts as lost. Our [UPS Ground shipping service](https://trackingadvice.com/ups-ground-shipping-service/) guide covers Ground transit in more detail. ## Why UPS tracking stops updating **Most UPS tracking pauses happen because a package is traveling between distant hubs or waiting for a carrier handoff, not because it is lost.** ### Long-distance moves between sorting scans When shipments travel long distances, UPS notes that "they likely won't be scanned again until they reach their destination hub." UPS says a package may stay in On the Way for several days. Seeing no update after departure scan activity usually means the package is between facilities on its way to your local center. Our wider guide on [why a package stops moving](https://trackingadvice.com/why-is-my-package-not-moving/) explains how multi-day transit gaps work across carriers. ### Label created but package not handed over A "Label Created" status means UPS received billing and shipping details from the merchant, but the carrier does not have the package yet. Label Created is the seller's promise, not UPS's. According to UPS, once UPS has possession of the shipment and has it moving within its network, the status will be updated. If tracking is not updating after drop off at an authorized retail location or drop box, check your drop-off receipt or ask the location staff to confirm scheduled carrier pickup. UPS does not publish scan timing for third-party drop locations. ### Ground Saver handoff to the Post Office Shipments sent through [UPS Ground Saver](https://www.ups.com/us/en/support/shipping-support/shipping-costs-rates/ups-ground-saver), formerly known as UPS SurePost, involve two different delivery networks. Final delivery is completed by either UPS or the U.S. Postal Service depending on the destination address. When tracking displays "Transferred to Post Office for Delivery," UPS instructs customers to allow for an extra day or two for final delivery. To see how these handoffs work, review our [UPS Ground Saver guide](https://trackingadvice.com/ups-surepost/). ### Unexpected exceptions and operational delays An "Exception" indicates that a shipment is inside the UPS network, but an unexpected error occurred that may result in a change in the scheduled delivery date. UPS lists weather conditions, address issues, customs processing, or other operational delays as typical causes. The reason for the exception is noted in the Shipment Progress section of your Tracking Detail page. When the delivery date changes, tracking shows the new date. If you see a UPS package not moving due to a network hold, check our guide to [delivery exceptions](https://trackingadvice.com/delivery-exceptions/) to see how specific delay reasons resolve. ### Scheduled network holidays and facility closures UPS has no pickup or delivery on Nov. 26, Dec. 25 and Jan. 1, so tracking pauses across those days until UPS service resumes. The full 2026 schedule is in the holiday table below. ## UPS tracking during the 2026 holiday peak UPS tracking during the late-year peak season reflects carrier closures and extended evening delivery routes. **An Out for Delivery status at 8 p.m. in December is not yet a missed delivery, because UPS says drivers may deliver later than 9 p.m. in the holiday season.** | Date | Holiday or Event | Pickup | Delivery | | --------------------------- | ---------------------- | ------------------------------------------------------------------------------ | ------------------------------------------------- | | Thursday, November 26, 2026 | Thanksgiving Day | No pickup service | No delivery service | | Friday, November 27, 2026 | Day After Thanksgiving | Pickup service available | Delivery service available | | Thursday, December 24, 2026 | Christmas Eve | Air and international Air only if prearranged by December 18; no Ground pickup | Delivery available for all services | | Friday, December 25, 2026 | Christmas Day | No pickup service | No delivery service | | Thursday, December 31, 2026 | New Year's Eve | Air and international Air only if prearranged by December 28; no Ground pickup | Check the UPS holiday page for delivery schedules | | Friday, January 1, 2027 | New Year's Day | No pickup service | No delivery service | _Verified on the carrier's website._ The UPS Service Guarantee is active only for UPS Next Day Air Early, UPS Next Day Air, UPS Next Day Air Saver and UPS 2nd Day Air A.M. (plus listed Worldwide Express services). It remains suspended for UPS Ground and every other service. Weather or network disruptions show on the [UPS service alerts page](https://www.ups.com/us/en/service-alerts). For planning ahead, check our guides to the [UPS holiday schedule](https://trackingadvice.com/ups-holidays/) and overall [2026 holiday shipping deadlines](https://trackingadvice.com/holiday-shipping-deadlines-2026/). ## UPS Next Day Air Saver tracking not updating UPS Next Day Air Saver tracking can display hours without a new scan while the parcel travels toward its destination hub. Under current UPS terms, the guaranteed delivery time for domestic UPS Next Day Air Saver deliveries has been extended to end-of-day (11:59 p.m. on the guaranteed day of delivery) until further notice. **The UPS Service Guarantee remains active for UPS Next Day Air Saver, but the shipper who bought the service is the one to raise a late delivery.** Escalate the shipment when the guaranteed delivery day ends with no recorded delivery scan. ## What to check before you contact UPS **Checking your full UPS shipment progress and delivery preferences online often explains a pause without a call to support.** 1. Read the full Shipment Progress history: The summary line shows only current status, but the Shipment Progress section on the Tracking Detail page notes the specific exception reason when a delay occurs. 2. Sign up for Get Updates alerts: Click Get Updates while tracking online to receive shipment status alerts throughout your package's journey. 3. Check your UPS My Choice dashboard: Signing up for UPS My Choice is free and allows you to view your delivery window, view all incoming packages, and schedule or reroute your delivery. 4. Check Follow My Delivery map conditions: The live map appears only when a parcel is Out for Delivery, you are logged in as a My Choice or My Choice for Business customer, and in the United States, the map shows one hour before the stated delivery window or service commitment time; no map appears if no estimated delivery window is provided. 5. Review paper notice details: If a delivery attempt failed, refer to the details on your [UPS delivery notice](https://trackingadvice.com/ups-infonotice/) to confirm redelivery dates or local pickup instructions. 6. If tracking shows Delivered but the box is not there, check porches, back doors and neighbors, then follow our [UPS wrong-address guide](https://trackingadvice.com/ups-delivered-to-wrong-address/). ## How to contact UPS about a stuck package **Contact UPS or reach out to the sender once your scheduled delivery date passes with no updated scan.** (Customer service agents see the same tracking details you do.) 1. Gather your paperwork: Have your tracking number, delivery address, sender details, and merchandise receipts ready. 2. Confirm carrier possession: Make sure your package displays an On the Way or Exception status rather than Label Created, confirming UPS received the box. 3. Call 1-800-742-5877 during the hours in the table. 4. Contact the sender for merchant shipments: If the seller bought the label, ask the seller to contact UPS, because the shipper controls the claim and gets the payment. | Line | Contact Number | Hours | | ------------------------------ | -------------- | ---------------------------------------------------------- | | Domestic Customer Service | 1-800-742-5877 | Monday-Friday 7 a.m.-11 p.m. ET, Saturday 8 a.m.-8 p.m. ET | | Hearing Impaired Support (TTY) | 1-800-833-0056 | Hours not listed | | International Shipping Support | 1-800-782-7892 | 24 hours a day, 7 days a week | _Verified on the carrier's website._ If you need help getting past the automated phone system, our guide on [how to reach a live UPS agent](https://trackingadvice.com/talk-real-person-ups/) shows how to connect with support staff directly. ## What to do if UPS lost your package: investigation or claim The [UPS tracking support page](https://www.ups.com/us/en/support/tracking-support) states: "If your package is damaged, has gone days without a scan or says delivered but you can't find it, file a claim." Senders often call this inquiry a trace, but in the UPS system it begins as an official claim or loss investigation. **Recipients can file a claim online as a guest, but claim payments and official updates go directly to the shipper.** When filing on the [UPS claims page](https://www.ups.com/us/en/support/file-a-claim), recipients and third parties will find it faster to file as a guest. Resolution typically takes 8 to 10 business days unless additional investigation is required. UPS sets different windows for each kind of claim. | Filing Action | When UPS Says to File | Recipient Rules | Resolution Timeline | | ----------------------------------- | --------------------------------------------------------------------- | ----------------------------------------- | ------------------------------- | | Delivered but Missing Investigation | Within 30 days of expected delivery date | File as guest; shipper receives payout | Typically 8 to 10 business days | | Damage Claim | Within 30 days of receiving package | Must keep all packaging and damaged items | Typically 8 to 10 business days | | Lost Package Claim | Within 60 days of scheduled delivery date | Subject to shipper account restrictions | Typically 8 to 10 business days | | UPS Ground Saver Claim | Only while UPS is handling it; not after the Post Office handoff scan | Claims stop once handed to Post Office | Typically 8 to 10 business days | _Verified on the carrier's website._ Have these ready before you open a claim. | Required Claim Document | Purpose | Exact UPS Specification | | -------------------------- | ------------------------------------------------------ | ------------------------------------------------------------------------------- | | Tracking Number | Links claim to shipment history | Format: 1Z followed by 16 characters, or 12, 11 (starting with T), or 9 digits | | Proof of Value | Proves item value for reimbursement | Receipt, invoice or purchase order | | Damage Photographs | Shows the damage | Item and packing inside box, label close-up, outside of box, and box dimensions | | Merchandise Serial Numbers | Helps UPS identify the item in a lost-and-found search | Required for specific items, including electronics over $500 | _Verified on the carrier's website._ ## FAQ ### Why is my UPS tracking not updating? UPS tracking stops updating most often because a package is traveling long distances between regional hubs. UPS says a package on a long trip may not get another scan until it reaches the destination hub. Packages moving far often stay in "On the Way" status for several days without a new scan. Gaps also happen when a merchant creates a shipping label before giving the package to UPS, during scheduled holiday closures, or when weather pauses transport. ### How long can UPS go without a scan? UPS does not publish an official hour count for normal scan intervals, nor does it publish a specific number of days after which an unscanned package is declared lost. Standard UPS Ground packages move within one to five business days. Cross-country shipments can go several days without a hub scan until reaching the destination facility. Focus on your scheduled delivery date rather than counting hours between scans. ### Why has my UPS package not moved in 3 days? A package that has not shown a new tracking event in three days is usually traveling between distant facilities or moving through the postal handoff under UPS Ground Saver. UPS says On the Way can last several days on long trips. Once the scheduled delivery date has passed with no new scan, contact the shipper or UPS; UPS says to file a claim when a package has gone days without a scan. ### What does "Exception" mean in UPS tracking? An exception means a package is inside the UPS network, but an unexpected event such as weather, address issues, customs processing, or other operational delays may change the scheduled delivery date. The reason shows in Shipment Progress on the Tracking Detail page, and tracking shows the new date. ### Why is my UPS tracking number not working? A UPS tracking number will not show movement if the sender generated the label electronically but has not yet given the package to UPS, which displays as "Label Created." Check that your tracking number matches a standard UPS format, which usually begins with 1Z followed by 16 characters, or consists of 9, 11 (starting with T), or 12 digits. If your tracking number returns no record at all, verify the digits with the sender or confirm that the drop-off location processed the shipment. ### Does UPS refund shipping if my package is late? The UPS Service Guarantee is active only for domestic UPS Next Day Air Early, UPS Next Day Air, UPS Next Day Air Saver, and UPS 2nd Day Air A.M., plus select Worldwide Express services. The guarantee remains suspended for UPS Ground and all other services. If an eligible air shipment arrives past its committed delivery time, the shipper who purchased the service is the one to raise it with UPS. ### How long do I have to file a UPS claim? UPS says to start a claim within 60 days of the scheduled delivery for lost or damaged packages. For packages marked delivered that you cannot locate, UPS encourages opening a loss investigation within 30 days of the expected delivery date, and UPS also encourages starting a damage claim within 30 days of receiving the package. While recipients can submit a claim online as a guest, formal claim payments and official updates go directly to the shipper.