> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.trackingmore.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to handle with "Notfound" Shipments?

## What's "NotFound"? 
The tracking info is not available currently. But you may track it after a while.

## Reasons & Solutions of "NotFound" Shipment Status in TrackingMore Shipments Page
There are 4 reasons which may lead to "notfound" in TrackingMore Shipments Page.
1. **Under the wrong courier**
👉 **Solution: Change courier**
![Select a Tracking Number](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_11zl53z.png)
![Search & change to the right courier](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_8gudsw.png)
| Note 1: If "change courier" doesn't work for a while, kindly please click retrack icon as the below screenshot shows
![Retrack](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_1luoij1.png)
| Note 2: You can also bulk change courier by filtering notfound & wrong courier, plus "change courier"
![Bulk change courier](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_1lit04k.png)

2. **The courier is not in our supported list**
👉 **Solution: Submit "adding new carrier" info** (This also applies to AWB)
Please provide us the following info to our official service email address support@trackingmore.com or on the live chat.

|| **For Courier**
|| _Courier official website_:
|| _Your monthly shipment under this courier_:
|| _Courier tracking link_: 
|| _5-10 available tracking numbers_: 
|| _Other necessary info (total volume of all carriers monthly)_:

|| **For AWB**
|| _Awb official website_:
|| _Your monthly shipment under this awb_:
|| _Awb tracking link_: 
|| _5-10 available awb numbers_: 
|| _Other necessary info (total volume of all carriers & awb monthly)_: 

3. **Normal: Right carrier & the official web has not tracking info**
👉 **Solution: In this case, kindly please wait for the updates from the official web & we TrackingMore will automatically get the latest tracking information from carriers every 4-6 hours.**

4. **Bug: Right carrier & the official web has tracking info but notfound in TrackingMore system**
👉 **Solution: In this case, you can retrack the tracking number by clicking the "retrack" icon on the right part "action"
![Retrack a notfound Shipment](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_1ef14ud.png)
||| If it still doesn't work after "retrack", kindly please contact us to our service email address support@trackingmore.com or on the live chat. Then we'll escalate it to our IT Department for a resolution. Usually it will take _1~2_ business days to get it resolved. **