Parcel photos appear in the check-in notification email that Parcel Tracker sends to your recipients. They can be missing in three situations: the setting that includes them is turned off, the email shows “Parcel capture unavailable”, or the email shows a broken image icon. Find the one that matches what your recipient sees in the email, and follow the steps under it.
Only Owner and Admin users can edit notification templates and settings, so ask one of them to make the changes below if you don’t see the options.
If no photos appear in your recipients’ check-in emails
Parcel photos appear in the check-in notification email only when Advanced Parcel Details is turned on in the check-in template. To turn it on:
On the web platform, go to
Settings>Inbound Notifications, hover over the check-in template you want to edit and clickOpen.In the template editor, scroll down to
Template Options. Turn onAdvanced Parcel Detailsto include parcel photos and other parcel details, then clickSave Changes.
Template Options also has the Enable QR Code and Display Parcel Notes toggles. For the full steps on editing a template, see How to Edit Email and SMS Check-in Notifications.
If an email shows “Parcel capture unavailable”
This means the photo was not on our server when the notification was opened. It can happen in two cases:
The parcel was added manually and no photo was taken. To have a photo in the email, take one when you log the parcel.
The photo hadn’t finished uploading when the notification was sent. To give photos time to upload, add a delay before the notification is sent. On the web platform, go to
Settings>Inbound Notifications, click thethree dotsbeside the check-in template and selectSchedule. Choose the number of minutes to delay the notification by, then clickUpdate. A delay can be up to 24 hours. For the full steps, see the Scheduling Notifications section of How to Manage and Customize Recipient Notifications.
If an email shows a broken image icon
A broken image icon with the words “Parcel capture” means a photo exists but didn’t load. This can be because of a network issue or because the photo link has expired. Photo links expire for security reasons, so private parcel photos can’t be reached by guessing parcel IDs.
The photo itself is not lost. You can still see it on the parcel on the web platform. If you think it’s a network issue, ask the recipient to try opening the email on a different network, such as on a mobile device using mobile data.
Need more help?
If photos are still missing after these checks, please reach out to our support team here for assistance!