Parcel Tracker has no separate username. You log in with your email address, which is the one you used to create your account or, if you were invited as a user, the one your invitation was sent to. Logging in can fail for a few reasons: the password may need to be reset, the email address may not be the one linked to your account, or your account may sign in through your organization. Find the situation that matches yours below.
If you have forgotten your password
If you are a mailroom user, you can reset your password yourself from the login screen on the web platform or on the mobile app. For the steps, see How to Reset Your Password If You Can’t Log In.
If you don’t receive the password reset email, check your spam or junk folder. If your organization filters email, ask your IT team to check whether emails from Parcel Tracker are being blocked. If you still don’t receive it, please contact our support team.
Accounts that sign in through your organization’s Single Sign-On (SSO) don’t have a Parcel Tracker password, so there is nothing to reset. If you have trouble signing in with your work account credentials, your IT team is best placed to help.
If you can log in on the web platform but not on the mobile app
This applies to mailroom users, since recipients can’t log in to the mobile app (see the last section).
First, check that you are using the same email address in both. On the web platform, click your name at the bottom of the screen and select Preferences to see the email address on your account, then use that exact address on the app.
If your email address and password are correct and you can still log in on the web platform but not on the mobile app, please contact our support team so we can look into it.
If you are a recipient
The mobile app is for mailroom users, so recipients can’t log in to it. Recipients can only log in on the web platform. For the steps to reset or change your password, or to update your details, see How to Edit your Personal Information & Change your Password.
Need more help?
If you still can’t log in after these checks, please reach out to our support team here for assistance!