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Frequently Asked Questions

'Pending' means your item hasn't been scanned into our system yet. This can be because your parcel:

  • hasn’t been posted yet
  • was posted in a street posting box (which can take a little longer for the item to be scanned)
  • was posted over the counter in bulk, but not scanned yet.

Your tracking status should update in 24 to 48 hours.

Pending can also mean that it's an old tracking number that hasn't had any activity in over 2 months, and has been archived.

You might see the tracking messages 'we couldn't find your tracking number' and 'unconfirmed tracking number'. This could mean either:

  • you've entered the wrong tracking number. Check the number is correct, and the parcel is being sent using Australia Post.
  • the number isn't recognised because the item hasn't been scanned into our system yet. Try the tracking number again in 24 hours.

If you see the 'unconfirmed tracking number' message while using the AusPost app, you'll have the option of saving the number to your track list. That way, you'll see the tracking status as soon as it's available – no need to enter the tracking number again later.

When collecting from the Post Office, we'll ask you to show ID proving that you're either the person it's addressed to (the 'addressee'), or someone who's authorised to collect (on the addressee's behalf).

You’ll need to show one valid form of photo ID, such as:

  • Australian Driver Licence, International Driving Permit (physical or digital) or Australian Learner Permit
  • Digital Driving Licence (selected states, such as NSW or SA)
  • Keypass or other Government-issued proof-of-age card (physical or digital)
  • Australian or international passport
  • Australia Post Digital ID
  • Other issued photo or digital ID, such as Working with Children Check, Proof of Age card, Firearms Licence or WorkSafe Licence  

Otherwise, you can show 2 valid forms of ID without your photo. At least one should contain your address, and details must match the name or address on the article. For example: 

  • Medicare card 
  • Credit/debit card 
  • Bank statement, utility bill or rates notice (can be digital)  
  • Current Government-issued ID (pensioner concession card, Veteran Card, Working with Children Check, etc) 
  • MyPost and/or MyPost Concession card 

Please note:

  • Only a current physical or approved digital ID will be accepted. A photo or image of your ID is not digital ID and won’t be accepted.
  • There may be different or extra requirements if you are collecting a parcel addressed to a business, on behalf of someone else, or from a Parcel Locker. 
  • Some senders sending specific items, like phones or alcohol, may require in-person collection by the addressee only. In these cases, authority to collect options cannot be used.