Troubleshooting

Login Issues #

I didn’t receive my magic link #

1. Check your spam/junk folder — Magic link emails sometimes land there
2. Verify your email address — Make sure you entered the correct address
3. Wait a moment — Emails typically arrive within 30 seconds, but can take up to 2 minutes
4. Request a new link — Magic links expire after 20 minutes. Request a fresh one from the sign-in page

My magic link expired #

Magic links are valid for 20 minutes. If yours has expired, go back to the sign-in page and request a new one. You can request up to 5 links for the same address in 15 minutes. After that, the sign-in page says “Too many requests for this address, try again later.”

I can’t access my organization #

Possible reasons:

• You haven’t been invited yet — Ask an admin or owner to send you an invitation
• Your invitation expired — Ask the admin to resend it
• You signed in with a different email — Make sure you’re using the same email the invitation was sent to

Document Processing #

My document wasn’t processed correctly #

If the extraction missed or incorrectly extracted data:

1. Use Excel if possible — Ask your supplier for the packing list as an .xlsx file. Excel files are the most reliable format because Trackberry reads cell values directly, avoiding table detection issues that can occur with PDFs
2. Check the document quality — Blurry scans or low-resolution images may produce poor results
3. Verify the format — Ensure the document is a standard packing list format
4. Re-extract it — If the document is correct but was misread, an admin can choose Re-extract data from the document’s ⋯ menu to read it again
5. Ask the shipper for a fix — If the document itself is wrong, choose Report a problem to send the shipper a link for a corrected file. See Document Corrections
6. Replace it — If you already have a clearer or corrected file, use Replace on the shipment’s edit page
7. Report the issue — Contact support with the shipment reference so we can improve extraction for similar documents

Processing is stuck #

If a document shows “processing” for more than 5 minutes:

1. Refresh the page — The status may have updated
2. Check the document — Very large documents (50+ pages) take longer
3. Try re-uploading — Delete the stuck document and upload it again

Supported languages #

Document extraction currently supports:

• English — Full support
• Spanish — Full support
• Other languages — Partial support; contact us for details

Document Checks #

Why did my shipment fail a check? #

Click on the failed check result to see details. Common reasons:

• Missing document — No packing list (Packing List Uploaded) or no transport document (Transport Document Uploaded)
• Totals don’t add up — The rows don’t match the totals the packing list declares (Box Counts Match, Weight Totals Match), often a misread on a scanned document
• Pallets don’t agree — The load diagram or the B/L counts different pallets (Pallet Count Matches), or the same pallet is on two packing lists (No Duplicate Pallet Numbers)
• Impossible weights — A pallet’s gross weight is below its net weight (Gross and Net Weights Consistent)
• Container problems — A container number fails its check digit (Container Numbers Valid), or the packing list and B/L list different containers (Container Numbers Match)
• Invoice/packing list mismatch — The commercial invoice and packing list disagree on produce, or by more than 2% on box count. Review both documents to see which one needs correcting

The full list is in Document Checks. If the document itself is wrong, ask the shipper for a corrected one with Document Corrections.

Can I override a failed check? #

A failed check doesn’t stop you approving a shipment, but it does keep a draft from validating. Until it is resolved, the shipment stays off the Dashboard and its public link doesn’t open. If you’ve verified the data is correct, an admin can click Mark resolved on the check.

How do I disable a check? #

1. Open Settings → Documents & checks and click Document Checks (admins and owners only)
2. Toggle off the check you want to disable
3. The change applies to new shipments and new document uploads; existing results stay

I fixed the problem outside Trackberry — how do I clear the flags? #

Admins and owners get a Mark all resolved link above the check list on the shipment page. It clears every failing and warning check at once, recording who resolved them and when. There’s also a per-check option if you only want to clear one.

Email #

An email says “Couldn’t read this email automatically” #

The AI analysis failed on that email. Its attachments were filed as received, but no dates, status or details were taken from it. Click Try again on the message to read it again; everyone except a Viewer can. See Receiving Documents by Email.

An email is held and hasn’t changed my shipment #

Mail from a sender who isn’t a member or an approved sender is held, and so is mail that claims to come from one but couldn’t be verified. Open Held emails from the menu under your avatar to release or dismiss it. See The Held Emails Page.

Tracking #

The tracking hasn’t updated in days — is it broken? #

Usually not. Carriers publish milestones at port calls, so a shipment mid-ocean can genuinely have nothing new to report for a fortnight.

Hover the Updated X ago stamp under the Live Tracking heading. It breaks the chain into separate clocks: when the carrier last published, when the tracking service last saw a change, and when we last pulled from it. Air shipments also show when the tracking service last asked the carrier, because the ocean service doesn’t report it. If those clocks are still moving, the data is current and there’s simply no news. On ocean, a vessel position that keeps moving tells you the same thing. If one of them has genuinely stopped, monitoring will already have raised an alert about it.

I need an answer right now #

Use Check now in that same popover. It re-queries the tracking service immediately. It can’t make the carrier publish anything new, so it most often comes back with exactly what was there — it’s most useful just after a shipment is created.

Tracking never started #

Check that the shipment has a transport reference and that its transport type is Ocean or Air rather than Road. Drafts are tracked too, but a draft you created by hand only starts when you tick Start tracking now, click Start tracking on its page, or its transport document arrives. An emailed ocean shipment that has only a container number also waits for its B/L when your organization chose Wait for the transport document under Settings → Shipments: its page says “Waiting for the B/L, as your tracking settings ask”, and Start tracking starts it now. If the B/L or AWB number is right but the tracking service still doesn’t recognize it after a couple of days, confirm the number with the shipper. It may be registered against a different carrier, or not yet loaded into their system.

Monitoring Alerts #

What is the dashed ring around the Health dot? #

It means monitoring has an open alert for that shipment. The dot’s color shows the worse of your document checks and your monitoring alerts, so a shipment can have all-green checks and still show amber — its paperwork is fine, but it has stopped making progress. Hover for the breakdown, or see Shipment Monitoring.

How do I dismiss an alert? #

You don’t, and you don’t need to. Alerts are derived from the shipment’s current state, not stored decisions. The daily sweep closes an alert as soon as it stops detecting the problem — the carrier publishes something, the draft gets validated, the container gates out.

I keep getting the same alert every day #

You shouldn’t be. An alert notifies you when it opens, again if it escalates to critical, and once a week after that if nothing has changed. Your phone gets one push per organization from the daily sweep, only for alerts that are new or have escalated; the weekly reminder shows in your notification list and email but doesn’t push. If you’re seeing more than that, contact support.

An alert fired on a shipment that’s perfectly fine #

The most common case is “No carrier update” during an ocean leg, when the carrier has nothing new to publish. Hover the freshness stamp on the tracking card to see which clock actually stopped. If the thresholds are consistently wrong for your routes, tell us — they’re tuned centrally.

Getting Help #

Contact Support #

If you can’t resolve an issue with the steps above:

• Email: [email protected]
• Include: Your organization name, the shipment reference (if applicable), and a description of the issue

Feature Requests #

Have an idea for improving Trackberry?

• Click the Feedback button in the bottom-right corner of any page and choose Feature request
• Include a description of the problem you’re trying to solve

You can also email your suggestion to [email protected].