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, simply go back to the sign-in page and request a new one. There’s no limit on how many you can request.

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. Supersede the document — Upload a clearer version using the Supersede action
5. 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

Quality Checks #

Why did my shipment fail a check? #

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

• Missing fields — Required data wasn’t found in the document (pallet number, calibre, etc.)
• Out-of-range values — Weight or calibre values outside expected ranges
• Duplicate pallets — Same pallet number appears more than once
• Invoice/packing list mismatch — The commercial invoice and packing list disagree on produce or box count; review both documents to see which one needs correcting

Can I override a failed check? #

Checks are informational — they flag potential issues but don’t block approval. You can still approve a shipment with failed checks if you’ve verified the data is correct.

How do I disable a check? #

1. Go to Settings > Checks
2. Toggle off the check you want to disable
3. The change applies to future shipments only

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.

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, when it last asked the carrier (air shipments only, as the ocean service doesn’t report it), and when we last pulled from 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, that its transport type is Ocean or Air rather than Road, and that it isn’t still a draft — drafts aren’t tracked. If the B/L or AWB number is right and the tracking service still doesn’t recognise 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 colour shows the worse of your quality 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. If you’re seeing more than that, contact support.

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

Most often “No carrier update” on a quiet ocean leg. 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: support@trackberry.com
• Include: Your organization name, the shipment reference (if applicable), and a description of the issue

Feature Requests #

Have an idea for improving Trackberry? We’d love to hear it:

• Email your suggestion to support@trackberry.com
• Include a description of the problem you’re trying to solve