I need help with my reference number

Why isn’t my reference number recognised by Track your item?

There could be a number of reasons for this.

  • Please check you've entered the number correctly.
  • If you're the recipient, check the sender has given you the right reference number.
  • Check the reference number is for an item sent with Royal Mail, using a service that offers tracking.
  • If the item has been sent. The sender might have created a tracking number, but not yet submitted the item into our network. Please try again later.

Find out more about which services you can track.


How do I find my reference number?

Your number is between 9 and 27 characters long. You’ll find it on your item’s label or your Post Office® receipt.  

It may be called a barcode or a reference.

If you’re using a Customer Collection, your manifest should list the reference numbers of items collected.


What can I do if I’ve lost my reference number?

If you’re the recipient:

  • Contact the sender and ask them to give you the number
  • If you ordered an item online, check your order confirmation or invoice. It might contain your reference number.

If you’re the sender:

  • Try contacting the recipient. They’ll be able to tell you if they’ve received the item.

We’re sorry, but if you sent your item at a Post Office® and you’ve lost the receipt or the tear-off section from the label, we won’t be able to tell you the reference number.

Please note: we can’t use any other information like a name or address to track items. Unfortunately, without a reference number, you won’t be able to track your item.  


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